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. 23 Dec 2014  |  North America  |  Customer Research

    Customer Engagement in Retail and Consumer in Europe and North America

    The Current and Future Retail and Consumer Vertical

    This studys objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the retail and consumer vertical. About 55% of North American and European contact centers are mostly integrated, with full integration expected to reach 55% in 2016. About 46% of customer interactions are fully au...


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  2. 17 Dec 2014  |  South Asia, Middle East & North Africa  |  Market Research

    Omnichannel Customer Interaction Solutions in India

    Seamless Interactive Experience Leading to Customer Retention

    Maintaining global competitiveness is a complex pursuit for enterprises across industry verticals. Intensifying competition in the business-to-consumer space, with decreasing customer loyalty and higher customer expectations, is proving to be a challenge for product and service providers. This market insight examines the emerging trends in the omni...


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  3. 16 Dec 2014  |  Latin America  |  Market Research

    Update on the Contact Center Outsourcing Markets in Latin America, 2014

    Colombia, Mexico, and Central America & the Caribbean Drive Growth for the Region

    The contact center outsourcing services market in Latin America is expected to attain growth through the end of 2014, driven by a strong performance from regions such as Colombia, Mexico, Central America & the Caribbean, and Peru. While domestic business in the region is predicted to grow at a moderate rate, the offshore services provided from Lati...


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  4. 10 Dec 2014  |  North America  |  Market Research

    2014 North America Hosted/Cloud Contact Center Buyers Guide

    Selecting the Right Cloud Solution Provider for Your Contact Center

    The landscape for choosing a hosted/cloud contact center solution has become complex because of the variety of offerings from traditional contact center vendors, pure-play software as a service (SaaS) providers, telecom service providers, outsourcers, and system integrators. The purpose of this buyers guide is to provide enterprise organizations an...


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  5. 10 Nov 2014  |  North America  |  Market Research

    2014 North American Contact Center Systems Buyer's Guide

    Forging Partnerships Determines the Customer Experience

    Choosing a contact center solutions partner is complex and poses dozens of options across systems, on-premise/cloud deployments, and business process outsourcers (BPOs). This Buyers Guide provides enterprise organizations with a fundamental assessment of contact center systems providers and their capabilities. The guide is divided into two section...


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  6. 10 Nov 2014  |  Europe  |  Market Research

    Analysis of the EMEA Hosted Contact Centre Services Market

    Multi-channel Interface Solutions Help Address Business Needs to Improve Customer Experience

    Despite many economic challenges, a steady increase is being witnessed in the adoption of hosted contact center services in the EMEA market. The competitive landscape sees a mixed range of service providers, sharing a common goal of achieving greater market penetration. The changing landscape of the modern consumer (digitally connected, social medi...


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  7. 28 Oct 2014  |  Asia Pacific  |  Market Research

    Asia-Pacific Contact Center Applications Market, 2013

    The Industry is Rapidly Transforming from Technology-centric to Customer Engagement Focused

    This study breaks down the contact center applications market across 13 countries in the Asia-Pacific region based on 8 application segments including Automatic Call Distributor (ACD), Computer Telephony Integration (CTI), Interactive Voice Response, Outbound, Call Monitoring, Workforce Management (WFM), Speech Technology, and Multimedia applicatio...


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  8. 15 Oct 2014  |  North America  |  Customer Research

    Customer Engagement in Government and Education in Europe and North America

    The Current and Future Government and Education Vertical

    This studys objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the government and education vertical. The use of Web self-service, social media, mobile applications, and video are expected to increase over the next 2 years, but LiveAgent voice and email will likely decline. Ce...


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  9. 10 Oct 2014  |  North America  |  Customer Research

    Customer Engagement in Healthcare in Europe and North America

    Healthcare Vertical

    The objective of this study is to analyze the current and future adoption trends of various customer contact strategies, enabling technologies, and services in the healthcare vertical. North American healthcare companies are more likely to have social customer care, but are behind their European counterparts in terms of mobile customer care. 38% of...


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  10. 09 Oct 2014  |  North America  |  Market Research

    North America Contact Center Outsourcing Market

    Technology-enabled BPO Solutions to Drive Growth

    This market analysis study provides market sizing and forecasts for the North American contact center outsourcing market. North American market revenue represents outsourcer revenues associated with customer interactions that originate in North America, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, automat...


    Special Price $3,712.50 save 25 %