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. 03 Dec 2019  |  North America  |  Market Research

    Why People Must be a Critical Aspect of Digital Transformation

    99% of Companies are Embracing Digital Transformation Amidst Disruption, Innovation, and Consumer Upheaval

    People, processes and technologies have long been the key elements of a CRM strategy. A recent Frost & Sullivan study found that 99Percentage of businesses are now in some stage of digital transformation. The people piece is a great place to start. Customers and employees play probably the most important role in a company's success. Our research pr...

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  2. 19 Nov 2019  |  North America  |  Market Research

    English Proficiency is the New Black

    The BPO Nearshore Growth Accelerator

    This Frost & Sullivan Market Insight presents a broad overview of Business Process Outsourcing (BPO) market demand for English proficiency for call volumes originating from the United States. It highlights the key industry trends. In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies: Alorica,...

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  3. 12 Nov 2019  |  Asia Pacific  |  Customer Research

    End User Priorities in Digital Transformation, Asia-Pacific, 2019

    Gain an Understanding of Top Corporate Objectives & Critical Success Factors

    The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) in Asia-Pacific, specifically: Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Custom...

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  4. 12 Nov 2019  |  Global  |  Market Research

    End User Priorities in Digital Transformation, Latin America, 2019

    Gain an Understanding of Top Corporate Objectives & Critical Success Factors

    The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) in Latin America, specifically: Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Custo...

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  5. 07 Nov 2019  |  North America  |  Market Research

    Growth Opportunities in the North American Contact Center Market, Forecast to 2023

    Infusion of AI is Driving Customer Contact Strategy and Development

    New analysis from Frost & Sullivan's Information and Communications Technologies 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 service delivery and digital transformation, coupled the inclusion of new technol...

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  6. 01 Nov 2019  |  Latin America  |  Market Research

    Analysis of the Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2024

    Automation Technologies Transform the Customer Experience and Unveil New Growth Opportunities

    The contact center outsourcing services market in Latin American and the Caribbean (CALA) remain relatively stable in terms of revenue in 2018, compared to 2017. This negative performance was mostly due to automation of a large number of interactions by telecom companies, which was partially offset by solid performances of Colombia, Central America...

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  7. 04 Oct 2019  |  Latin America  |  Market Research

    Contact Center Solutions Market in Latin America and the Caribbean, Forecast to 2024

    Hosted/Cloud Solutions Leading Market Growth Through Innovation and Flexibility

    This study examines the contact center (CC) solutions market in Latin America and the Caribbean. In the past, Frost & Sullivan has done separate studies for the contact center on-premise solutions and hosted/cloud solutions markets. However, this year both studies are combined. This study is based on extensive primary and secondary research. Some ...

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  8. 27 Sep 2019  |  Global  |  Market Research

    End User Priorities in Digital Transformation, Europe, 2019

    Learn How IT Investments Drive Revenue Growth

    Across industries, companies expect to increase their IT and Communications investments by 22Percentage. Almost 100Percentage of businesses in Europe have a digital transformation today; however, 19Percentage believe they are behind others on their journey. This is good news for technology vendors; however, the key to success is to gain a deeper un...

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  9. 22 Aug 2019  |  North America  |  Market Research

    Contact Center Buyers Guide, North America, 2019

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

    New analysis from Frost & Sullivan's Digital Transformation program finds that growth continues in all areas of the contact center market: premise-based systems, the cloud, and hybrid configurations. Analytics, quality monitoring, and recording continue to be bright spots for growth, but emerging areas are taking center stage as companies transitio...

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  10. 21 Aug 2019  |  North America  |  Market Research

    Companies to Watch in Customer Contact, North America, 2019

    Technology Providers of Note in an Expanding Customer Service Ecosystem

    This is a companion piece to Frost & Sullivan’s 2019 Contact Center Buyers Guide (K234-76, August 2019), which examines the core areas and suppliers in the North American cloud/hosted contact center market. Core areas include systems and cloud-based solutions for inbound contact routing/automatic call distribution (ICR/ACD), outbound dialing, in...

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