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. 12 Jun 2024  |  Global  |  Market Research

    Growth Opportunities in Customer Experience Management Services, Asia-Pacific, 2024

    Employee Experience and Disruptive Digital Technologies Drive Customer Experience Investments

    The customer experience (CX) industry is being reshaped by changing operational models and technological innovations. On-premises legacy contact center systems and solutions cannot keep up with evolving customer needs and advances in technology. Customers in the digital era expect highly personalized and continued customer service across their pref...

    $2,450.00
  2. 10 Jun 2024  |  Global  |  Market Research

    Important Foundational Lessons and Growth Opportunities for Improving Customer Experience

    Key Takeaways From the 20th Annual Frost & Sullivan Customer Contact East Executive MindXchange

    The Frost & Sullivan Customer Contact East Executive MindXchange event revealed an evolving customer experience (CX) landscape in which a back-to-basics theme emerged. While the rate of change is accelerating, thanks in large part to technology innovation designed to meet the challenge of growing customer engagements, contact center thought leaders...

    $2,450.00
  3. 06 Jun 2024  |  Global  |  Market Research

    Customer Experience Management Growth Opportunities in Latin America, 2024

    A Closer Look into the Regional Market's Evolution

    This analysis of shifts in the customer experience management (CXM) industry in Latin America resulting from technological advances and customer expectations examines how politics, the economy, and the introduction of digital technologies into the customer journey have affected the industry. The focus will be on the evolution of CXM companies as ho...

    $2,450.00
  4. 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
  5. 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
  6. 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
  7. 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
  8. 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
  9. 02 Feb 2024  |  Global  |  Market Research

    Advancements in Contact Center Workforce Optimization Global

    Innovation Powered by AI Is Accelerating Contact Center Growth Opportunities

    Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize resources. WFO is an important segment of the contact center industry because it drives performance, agent engagement, and an improv...

    $2,450.00
  10. 24 Jan 2024  |  Latin America  |  Market Research

    Global Customer Experience (CX) Outsourcing Services Growth Opportunities

    Tailored Customer Experiences Bring New Opportunities for Differentiation

    The global CX outsourcing services market is expected to expand throughout the forecast period due to the growing recognition of CX as a key competitive differentiator and compelling incentives for businesses to outsource their CX activities. The market is poised to experience moderate disruption due to the emergence of generative AI technology,...

    $4,950.00