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. 22 Oct 2018  |  North America

    Growth Opportunities in the North American Contact Center Market, Forecast to 2022

    Engaging the Customer and Employee Uplifts the Customer Experience

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

    $4,950.00

    Special Price $3,712.50 save 25 %

  2. 02 Jul 2018  |  North America

    Cloud Contact Center Buyers Guide, North America, 2018

    Providers Look to Harness AI to Infuse Intelligence in the Customer Experience

    The highly competitive hosted/cloud contact center market in North America faces many challenges. Customer service is now the centerpiece of business differentiation. To remain competitive, enterprise decision-makers must deal with cutting costs while vastly improving service quality and the customer experience. The contact center industry als...

    $3,000.00

    Special Price $2,250.00 save 25 %

  3. 29 Jun 2018  |  North America

    Contact Center Systems Buyers Guide, North America, 2018

    Consumer Preferences Drive Design and Innovation in Customer Care

    The highly competitive contact center systems market in North America faces many challenges. Customer service is the now the centerpiece of business differentiation. To remain competitive, enterprise decision-makers must deal with cutting costs, while vastly improving service quality and the customer experience. The contact center industry als...

    $3,000.00

    Special Price $2,250.00 save 25 %

  4. 26 Jun 2018  |  North America

    4 Valuable Insights from the 14th Annual Customer Contact, East

    This Frost & Sullivan Executive MindXchange provided insights on a variety of factors from new technologies to long-standing issues

    This Frost & Sullivan Executive MindXchange provided insights on a variety of factors from new technologies to long-standing issues. Exponential growth over the next 10 years will drive technological advancement faster than in any other time in history. Emerging technologies such as autonomous robotics, artificial intelligence, blockchains, and dr...

    $1,500.00

    Special Price $1,125.00 save 25 %

  5. 23 May 2018  |  North America

    Contact Center Market Opportunities for UC Solutions

    Bridging the Divide Between the Contact Center and the Enterprise

    Call, contact or customer interaction centers have traditionally been walled off from the rest of the enterprise, with each organization utilizing separate and distinct platforms for most of their communications capabilities. The contact center has primarily needed to communicate with the outside world, with few requirements to interact in rich way...

    $3,000.00

    Special Price $2,250.00 save 25 %

  6. 25 Apr 2018  |  North America

    Capitalizing on Opportunities in the Global Contact Center Outsourcing Market with Digital Transformation, 2018 to 2020

    Actionable Strategies and Tactics to Accelerate Growth in a Highly Competitive Global BPO Market

    Delivering best in class customer experience through digital solutions is key for success in the BPO industry across industries and regions. The ability to provide an omnichannel experience, efficiencies through artificial intelligence, personalized marketing and customized solutions are critical success factors. Chatbots and videoconferencing feat...

    $4,950.00

    Special Price $3,712.50 save 25 %

  7. 19 Mar 2018  |  North America

    Internet of Things-based Solutions for Customer Support, US, 2018

    Need to Deliver Timely Support, Improve Process Transparency, and Enhance Customer Experience Drive Implementation

    This study analyzes the market opportunity for Internet of Things (IoT)-based solutions in the customer support function across the enterprise and consumer segments. Research scope - The study offers an overview of the various customer support areas that can leverage IoT-enabled solutions. - The research identifies and analyzes drivers and challe...

    $3,000.00

    Special Price $2,250.00 save 25 %

  8. 10 Jan 2018  |  North America

    Latin American Contact Center Systems Market, Forecast to 2022

    Addition of New Analytics Capabilities and WFO Applications Refresh Drive Modest Growth in the Market

    Latin American contact center systems market revenue is expected to increase from $222.2 million in 2016 to $271.1 million by 2022, at a compound annual growth rate of 3.4%. The base year is 2016 and the forecast period is from 2017 to 2022. This study is for contact centers that are premise-based. Premise systems are those that the customers purc...

    $4,950.00

    Special Price $3,712.50 save 25 %