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. 04 Jul 2024  |  Europe  |  Frost Radar

    Frost Radar : EMEA Cloud Contact Centers, 2024

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

    This Frost Radar reveals the contact center-as-a-service (CCaaS) industry leaders 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 distinctions are benchmarked across 10 Growth ...

    $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  |  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
  4. 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 %

  5. 12 Jan 2023  |  Europe  |  Frost Radar

    Frost Radar™: European Customer Experience Outsourcing Services, 2023

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

    Over the next five years, the customer experience (CX) outsourcing services market will continue to grow rapidly, fueled by two factors: the recognition of CX as a potent strategy for competitive differentiation and the compelling incentives for businesses to outsource their CX operations. Companies expect continuous process enhancement and rapi...

    $4,950.00

    Special Price $4,207.50 save 15 %

  6. 23 Nov 2022  |  North America  |  Frost Radar

    Frost Radar™: Customer Experience Outsourcing Services in North America, 2022

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

    The customer experience (CX) outsourcing services landscape will sustain a strong growth trajectory during the next five years. Two drivers will fuel this momentum: the increasing acceptance of CX as a formidable competitive differentiation strategy and undeniable incentives for companies to outsource their CX operations. For the third year in a...

    $4,950.00

    Special Price $4,207.50 save 15 %

  7. 01 Nov 2022  |  North America  |  Frost Radar

    Frost Radar™: Global Business Process Management Services, 2022

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

    The global business process management (BPM) services market is highly competitive and fragmented due to the influx of global and local IT services, BPM services, consulting services, contact center services, and digital solutions companies. Growth across the global BPM services market has accelerated competition and forced service providers to...

    $4,950.00

    Special Price $4,207.50 save 15 %

  8. 28 Oct 2022  |  North America  |  Frost Radar

    Frost Radar™: North American Enterprise Cloud Contact Center Market—2022

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

    The global CCaaS market generated revenue of $4.99 billion in 2021, a 21.6% increase from 2020. Frost & Sullivan projects that revenue will increase at a 13.2% compound annual growth rate to reach $9.29 billion by 2026. The North American CCaaS market contributed $3.03 billion of that 2021 amount (representing 14.2% year-over-year growth) and is ex...

    $4,950.00

    Special Price $4,207.50 save 15 %

  9. 03 Mar 2022  |  Europe  |  Frost Radar

    Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021

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

    The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying sizes that offer solutions to companies and organizations across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, ed...

    $4,950.00

    Special Price $3,712.50 save 25 %

  10. 21 Dec 2021  |  Europe  |  Frost Radar

    Frost Radar™: European Customer Experience (CX) Outsourcing Services, 2021

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

    Customer experience (CX) is becoming the primary factor impacting customer loyalty and one of the most relevant business differentiators. In Europe, demand for outsourced CX services is growing steadily as end-users demand more responsive, personalized, and engaging experiences. Businesses must design and implement a superior end-to-end customer jo...

    $4,950.00

    Special Price $3,712.50 save 25 %