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. 10 Nov 2014  |  Europe

    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...

    $4,950.00

    Special Price $3,712.50 save 25 %

  2.  

    $1,500.00

    Special Price $1,125.00 save 25 %

  3.  

    $1,500.00

    Special Price $1,125.00 save 25 %

  4. 04 Jul 2014  |  Europe

    EMEA Contact Center Systems Market

    Analytics Leads the Way for Growth in a Challenging Market

    This market analysis research provides market sizing and forecasts for premises-based contact centre systems sold in the EMEA region. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact centre analytics. The study provides market forecasts by product...

    $4,950.00

    Special Price $3,712.50 save 25 %

  5. 26 Jun 2014  |  Europe

    Enterprise Priorities in Europe

    Multichannel Customer Contact

    The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact c...

    $12,500.00

    Special Price $9,375.00 save 25 %

  6. 23 Jun 2014  |  Europe

    Enterprise Priorities in Europe

    Contact Center Outsourcing

    The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...

    $12,500.00

    Special Price $9,375.00 save 25 %

  7. 23 Jun 2014  |  Europe

    Enterprise Priorities in Europe

    Cloud Contact Center Solutions

    The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...

    $12,500.00

    Special Price $9,375.00 save 25 %

  8. 23 Jun 2014  |  Europe

    Enterprise Priorities in Europe

    Agent Performance Optimization

    The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...

    $12,500.00

    Special Price $9,375.00 save 25 %