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. 19 Dec 2013  |  Global  |  Market Research

    Global RollupContact Center Systems Markets

    Analytics Leads the Way for Growth in a Mature Market

    This market analysis research provides market sizing and forecasts for premises-based contact centre systems at a global level. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market forecasts by product segme...


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  2. 11 Dec 2013  |  North America  |  Market Research

    North American Contact Center Outsourcing Market

    Multichannel and Technology-enabled Solutions to Drive Growth

    This market analysis provides market sizing and forecasts for the North American contact center outsourcing market. North American market revenue represents revenues derived from clients based in North America, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated and technology-based solutions. This mar...


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  3. 10 Dec 2013  |  Global  |  Market Research

    Hosted Unified Communications (UC) Market in IndiaFiscal Year 2013

    Telecom Policy Change is Expected to Bring Adoption Gains

    Unified communications (UC) technologies adoption in India is set to change with adjustments in India's telecom policy. The segments of the market researched and covered in this market insight are hosted services for audio, video, Web conferencing, call center, email, and voice. The market verticals covered include government; Internet technology (...


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  4. 03 Dec 2013  |  North America  |  Market Research

    Opportunities in a Mature Contact Center Market

    Growth in Hosted ACD, Chat, and Integration with UC Systems

    Frost & Sullivan forecasts that the total number of contact center seats will shrink from 4.1 million in 2012 to 4 million by 2017. Even so, there are opportunities for vendors in this mature market. For example, consider hosted solutions. Hosted delivery allows companies to cut costs by buying only the applications and capacity they need, an attra...


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  5. 03 Dec 2013  |  North America  |  Market Research

    The Rise of Cloud-based Omni-Channel Customer Contact

    Companies are Moving to Serve Customers Anytime, Anywhere Including Inside Stores

    Todays customers expect companies to provide a consistent and high quality Customer Experience, regardless of channel, including walk-in retail. Omni-channel strategies that integrate the Web, contact center, and retail channels (and subject matter experts), are becoming increasingly prominent in pursuit of a quality Customer Experience. The di...


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  6. 18 Nov 2013  |  North America  |  Market Research

    Analyzing Customers' Social Voices

    Companies are Turning to Social Media Analytics to Gain Customer Insights

    Social media contains information and insights that help companies identify issues, threats, trends, sales opportunities, and influential buyers. It provides knowledge about customers, partners, competitors, and employees, and it helps deepen customer and staff relationships. Social media analytics has emerged as a powerful tool to measure social-s...


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  7. 31 Oct 2013  |  North America  |  Market Research

    Collaborating to Improve the Customer Experience

    Customer Collaboration is Emerging as an Effective Customer Sales and Support Tool

    Customer collaboration, which includes conferencing, co-browsing, and remote support, can improve the customer experience in handling complex issues and in successfully concluding sales opportunities. It accomplishes these goals by enabling contact center agents to bring in knowledgeable colleagues and subject matter experts (SMEs) into the convers...


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  8. 22 Oct 2013  |  Europe  |  Market Research

    EMEA Contact Centre 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...


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  9. 17 Oct 2013  |  North America  |  Market Research

    The Sophisticated Virtual Agent

    Changing the Face of Self-Service

    The focus of this Market Insight is the use of speech or text-driven agents as a supplement to or replacement for live agents in the contact center. Interactive Voice Response systems (IVR) and other self-service channels have been used to offload more expensive agents in the contact center for decades. More recently, Virtual Agents  automated, ...


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  10. 16 Oct 2013  |  Europe  |  Market Research

    EMEA Hosted Contact Centre Market

    Robust Growth Despite Challenging Economic Conditions

    This market analysis research provides market sizing and forecasts for hosted contact centre services in the Europe, Middle East and Africa (EMEA) region. Hosted solutions include public cloud services and dedicated hosted solutions. The segments covered are: hosted IVR, hosted ACD, hosted customer chat, hosted outbound contact, and hosted agent pe...


    Special Price $3,712.50 save 25 %