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. 16 Oct 2017  |  North America  |  Market Research

    End User Priorities for Customer Engagement, Global, 2018

    Navigating Digital Transformation in Contact Centers

    The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality. Technologies covered: • Interactive Voic...


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  2. 27 Sep 2017  |  Europe  |  Market Research

    Growth Opportunities in the European Customer Management BPO Market, Forecast to 2021

    Actionable Strategies and Tactics to Accelerate Growth in a Transforming Market

    The Context of Europe’s Economy The European economy is a stark drama that continues to unfold in real-time, as Germany and Greece in particular try to come to terms with how to best move forward on the European project. In fact, negotiations between Greece and the European Union may turn out to be a turning-point for the Continent. Consider t...


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  3. 25 Sep 2017  |  North America  |  Market Research

    Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021

    Still Under Cloudy Skies, System Sales See Recovery

    New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Contact Center Systems Market finds that despite healthy growth in the cloud contact center market, in 2016, the market for on-premises contact center systems recovered slightly after several years of decline. Contact center analytic...


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  4. 22 Sep 2017  |  North America  |  Market Research

    Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021

    Enhanced WFO and Analytics Fuel the Drive to Digital Transformation of Customer Care

    New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Hosted/Cloud Contact Center Market finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, i...


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  5. 12 Sep 2017  |  Latin America  |  Market Research

    Analysis of the Latin American Contact Center Outsourcing Services Market, Forecast to 2022

    New Technologies and Increasing Customers´ Expectations Provide a New Window for Differentiation

    The Contact Center Outsourcing (CCO) Services Market in Latin America experienced high growth in the offshore segment, while the domestic business was negatively affected by the regional economic crisis. The United States consolidated as the main market for offshoring, while Latam-shore activities grew driven by Latin America companies looking to ...


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  6. 24 Aug 2017  |  North America  |  Market Research

    North American Customer Relationship Management (CRM) Developments to 2022

    Omnichannel Customer Experience (CX), Artificial Intelligence (AI), and the Internet of Things (IoT) Creating Opportunities

    Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today’s customers are more anxious and demanding o...


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  7. 24 Aug 2017  |  North America  |  Market Research

    Customer Experience (CX)-Focused Contact Center Routing in North America, 2017

    Evolving Customer Requirements, New Technologies, Changing Markets Drive Change

    Customers have higher excellent CX expectations. They seek personalized short or no wait interactions with highly trained agents who are suited to serve their unique needs. Customers expect companies to understand the full context of their communications histories. They do not want to repeat information when switching channels, resuming conversat...


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  8. 25 Jul 2017  |  North America  |  Market Research

    North American Contact Center Location Trends, Forecast to 2022

    A Stronger Economy & High Customer Expectations Are Driving Growth, but Automation and Income Changes Loom

    Economic growth, consumer and business spending, and growing customer expectations for excellent customer experiences (CXs) are spurring higher American and Canadian contact center demand. As a result, CX-sensitive higher valued omnichannel contact centers will be set up, expand, and stay onshore, and return from nearshore and offshore locations, ...


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