Contact Centers Market Research Reports

Contact centers are slated to go through major changes in the coming future. The rise of cloud technology, big data and analytics and social media will change how contact centers are operated, bringing new found efficiencies to the incumbent outsourced contact centre model, making customer service and customer experience a significant differentiator and pushing it to the top of the priority list of organizations.

Frost & Sullivan’s Information Technology research and consulting programs look at conventional and unconventional technologies, with specific focus on top-level potential disruptors such as cybersecurity, artificial intelligence, machine learning, and IOT or the Internet of Things. In the contact center market, we look at:

  • Solution providers in varying segments
  • Big data analytics and their applications in contact centers
  • Web and mobile engagement
  • Complex sales, service, and support opportunities and issues
  • Web experience personalization

We work closely with the world’s largest IT firms and upcoming disruptive start-ups to predict macro and micro trends related to products, services, technology and business models that can define growth. Tailored, customized solutions provide clients with the best strategies for growth, supported by the right key data points researched to meet the client’s needs and the specific engagement. Our research spans broadly across the sector and provides deep insights into specific markets in the most significant areas of IT and the IT industry.

  1. 22 May 2024  |  Global  |  Frost Radar

    Frost Radar : Customer Experience Management in Latin America, 2024

    A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

    This Frost Radar reveals the positioning of key companies in the Latin American customer experience management industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctio...

    $4,950.00
  2. 11 Apr 2024  |  North America  |  Frost Radar

    Frost Radar : Customer Relationship Management, 2024

    A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

    Businesses want customer relationship management (CRM) software that unifies all data related to customers and deals, and provides advanced integrations with business applications and advanced security. The CRM industry is in the growth phase, with solution providers consolidating. Some providers offer combined CRM suites while others offer sta...

    $4,950.00
  3. 26 Mar 2024  |  Global  |  Frost Radar

    Frost Radar : Customer Experience Management in Asia-Pacific, 2024

    A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

    The customer experience (CX) management services industry is forecast to grow rapidly, fueled by the recognition of CX as an effective strategy for competitive differentiation and a compelling incentive for businesses to outsource CX operations. CX management services are increasingly vital in building a solid end-to-end customer journey as custome...

    $4,950.00
  4. 26 Mar 2024  |  Europe  |  Frost Radar

    Frost Radar : Customer Experience Management in Europe, 2024

    A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

    This Frost Radar reveals the positions of the key companies in the European customer experience management (CXM) industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. The document presents competitive profiles on each of the companies in the Frost Radar based on their strengths, opportunities, and marke...

    $4,950.00
  5. 26 Mar 2024  |  Global  |  Frost Radar

    Frost Radar : Customer Experience Management in North America, 2024

    A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

    Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar . The publication presents competitive profiles of each company on the Frost Radar considering their st...

    $4,950.00
  6. 18 Dec 2023  |  Global  |  Tracker

    Customer Experience Outsourcing Services in Europe, Forecast to 2029

    Economic Headwinds and Generative AI Impact the Future Growth Potential of CX Outsourcing

    Growth rates for the European customer experience (CX) outsourcing market have declined from the double-digit pace of 2020 and 2021, partly due to economic headwinds such as rising interest rates and fluctuating exchange rates. Moderate growth is expected between 2023 and 2025, with a recovery expected to start in 2026. The introduction of generati...

    $6,000.00
  7. 06 Dec 2023  |  North America  |  Tracker

    Customer Experience Outsourcing Services in North America, Forecast to 2029

    Generative AI Brings New Opportunities for Differentiation

    During the forecast period (2023 to 2029), the North American (NA) customer experience (CX) outsourcing services market is expected to expand, mainly due to 2 factors: 1) the growing recognition of CX as a potent tool for competitive advantage and 2) the increasing motivation for businesses to outsource their CX activities. This market is poised...

    $4,950.00
  8. 30 Nov 2023  |  Latin America  |  Tracker

    Customer Experience Outsourcing Services in Latin America and the Caribbean, Forecast to 2029

    The Race to New Heights of Efficiency Creates Growth Opportunities

    Over the course of the forecast period (2023 to 2029), the customer experience (CX) outsourcing services market in Latin America and the Caribbean (LAC) is expected to expand, mainly due to 2 factors: 1) the growing recognition of CX as a potent tool for competitive advantage and 2) the increasing motivation for businesses to outsource their CX act...

    $8,000.00
  9. 27 Apr 2023  |  Europe  |  Frost Radar

    Frost Radar™: European Cloud Contact Center Market, 2023

    A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines

    In a field of more than 100 industry participants in Europe, Frost & Sullivan independently plotted the top 20 cloud contact center companies across two key indices of growth and innovation.

    $4,950.00

    Special Price $4,455.00 save 10 %

  10. 06 Apr 2023  |  Asia Pacific  |  Frost Radar

    Frost Radar™: Cloud Contact Center Services in Asia-Pacific, 2023

    A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

    The APAC cloud contact center solutions market is in the growth stage and generated revenue of $423.1 million in 2022, recording 19.4% growth year over year from 2021. Frost & Sullivan projects that the market will expand at a 12.8% compound annual growth rate to reach $771.1 million by 2027. Large enterprise clients in mature markets, includin...

    $4,950.00

    Special Price $4,455.00 save 10 %