Contact Centers

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. 29 Jul 2022  |  Global

    Digital Trends in Education–2022 Investment Plans Address Talent Shortage and Remote Learning

    Adapting to Meet the Needs of Modern Students

    Frost & Sullivan has identified that the education vertical is ripe for digital transformation and adoption of modern communications and collaboration technologies to improve operational efficiencies, improve instructor performance and enhance students’ experience. COVID-19 unmasked this sector’s lack of preparedness to address the sudden ne...

    $4,950.00
  2. 30 Mar 2022  |  North America

    CX Investment Predictions for 2022

    Employee Engagement Elevated as a Business Priority

    In a customer survey of 1,210 IT and telecom decision-makers around the world and across verticals (with 58% of respondents in a senior management position), improving customer experience is ranked as the top business objective in 2022, followed closely by improving brand equity. Companies recognize that maintaining brand loyalty becomes increasing...

    $4,950.00
  3. 09 Dec 2021  |  Global

    Digital Trends in the BFSI Industry Amidst COVID-19 and Beyond

    Banking, Financial Services, and Insurance Customer Perspectives

    The COVID-19 pandemic accelerated the move to digital channels, the cloud, and self-service customer care so financial companies could take advantage of new technologies to keep businesses running sans a staff yet maintain a satisfactory level of customer experience (CX). BFSI companies are focusing on improving digital experiences such as digital ...

    $4,950.00
  4. 06 Dec 2021  |  North America

    The Changing State of Retail Customer Care

    Growth Opportunities Rise in the Dynamic North American Retail Market

    The retail industry had undergone significant change in the past decade, witnessed by the shift from in-store to online shopping and digital engagement. Digital customer care rapidly expanded with new channels on the web, mobile apps, and social media, and older channels, such as chat and interactive voice response (IVR), embellished with new tech...

    $4,950.00
  5. 21 Oct 2021  |  Europe

    Impact of COVID-19 on Healthcare Contact Centers

    Acceleration in WAHA, Self-Service & Cloud Investments

    The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

    $4,950.00
  6. 05 Oct 2021  |  North America

    Global Customer Perspectives on Contact Center Trends by Country

    Impact of COVID-19 on Top Contact Center Markets

    Frost & Sullivan surveyed 661 IT decision-makers around the globe to IT/Communications to gain a deeper understanding of the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic. COVID-19 accelerated the move towards self-service, allowing many companies to invest in technology that deflects calls...

    $4,950.00
  7. 31 Aug 2021  |  Asia Pacific

    Navigating Digital Transformation Through COVID-19 and Beyond, Asia-Pacific

    Businesses Accelerate Digital Transformation Projects and Leverage Flexible Cloud Services to Enable Faster Return to Growth

    This research service provides the data collected through an online survey of 804 IT and telecom decision makers across customer size segments, industries, and world regions. The survey was conducted in November and December 2020 and the following respondents qualified. • IT/telecom decision makers in organizations with more than 10 employe...

    $4,950.00
  8. 31 May 2021  |  Asia Pacific

    Indonesian Banking Customer Experience Management Study 2021

    Benchmarking Industry Excellence in Delivering a Superior Customer Experience

    Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retail banks in I...

    $4,950.00

    Special Price $4,455.00 save 10 %

  9. 28 May 2021  |  Asia Pacific

    Indonesian Telecommunications Customer Experience Management Study 2021

    Benchmarking Industry Excellence in Delivering a Superior Customer Experience

    Indonesia continues to capitalize on the growing number of telecommunications users in Southeast Asia as many individuals rely on various telecommunications services and products for both personal and business uses. Frost & Sullivans Customer Experience Management study on the countrys telecommunications sector explores how customers perceive their...

    $4,950.00

    Special Price $4,455.00 save 10 %

  10. 07 May 2021  |  Asia Pacific

    Customer Experience Management Study—Malaysian Banking Sector 2021

    Benchmarking Industry Excellence in Delivering a Superior Customer Experience

    Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across any and all functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retai...

    $4,950.00

    Special Price $4,455.00 save 10 %