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. 24 Dec 2020  |  North America  |  Market Research

    North America Customer Experience Outsourcing Services, Forecast to 2024

    Virtual Agents and Remote Interactions Create New Growth Opportunities

    This study examines the trends in the North America customer experience outsourcing (CXO) services market and forecasts the market size. Companies today are desperately looking for ways to map Omnichannel strategies to their customer marketing strategies - thus taking out cost, streamlining operations and increasing revenue. The businesses that wil...


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  2. 18 Dec 2020  |  Europe  |  Market Research

    AI-powered Voicebots Turbocharging European Customer Journeys, 2020

    Voicebot-enhanced Customer Experiences to Create New Opportunities for European Businesses

    The voicebots market is still in its early stages in Europe but is one of the fastest-growing within the field of information and communication technology (ICT). By enhancing customer interactions and customer experience (CX), voicebot offerings seem ready to become one of the most valuable business solutions in the CX space. Latest advances in ar...


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  3. 24 Nov 2020  |  Asia Pacific  |  Market Research

    Customer Experience Outsourcing Services Market in Southeast Asia Boosted by the Experience Economy

    The Need for Digital Technologies and Rightshoring Capabilities is Transforming the Industry

    The experience economy is forcing organizations around the world to rethink how they do business. They can no longer simply focus on selling goods or providing services at a single point in time. Todays digitally savvy consumers demand constant connection and memorable experiences through easy access to information, ongoing interactions with brands...


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  4. 09 Nov 2020  |  North America  |  Market Research

    Top Takeaways from Frost & Sullivan’s Customer Contact Virtual

    How Businesses Successfully Overcame COVID-19 Challenges

    Frost & Sullivan launched the first ever virtual customer contact event. The new platform proved successful for an interactive Executive MindXchange, despite the obstacles COVID-19 created for such events. We had a full house, where the majority of people stayed engaged on the event platform throughout the program. Moving from session to session wa...


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  5. 06 Nov 2020  |  Asia Pacific  |  Frost Radar

    Frost Radar™: Australia Cloud Contact Center Services, 2020

    A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

    Australia has one of the most mature cloud contact center markets in Asia-Pacific with high awareness levels and increased deployments. While the use of legacy on-premises contact center systems is prominent, a growing number of organizations are seeking to shift to the cloud to cope with the new market requirements. Cloud contact centers enable or...


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  6. 05 Nov 2020  |  Latin America  |  Market Research

    Automation and Work-at-Home Transforming the Customer Experience Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2025

    New Paramount Importance of Remote Interactions Spur Novel Growth Opportunities

    The customer experience outsourcing (CXO) services market was significantly hit by the COVID-19 pandemic in 2020, especially when measuring revenue in US dollars. However, the negative impact was not as great as in other economic sectors, as a couple of positive trends were accelerated by the COVID-19 crisis. Social distancing regulations across th...


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  7. 07 Sep 2020  |  Europe  |  Market Research

    Contact Center as a Service (CCaaS) Solutions Energize the European Customer Experience Space, 2020

    CCaaS Solutions Inject Agility into the Customer Journey and Enable Organizations to Pivot and Recover from Disruption

    This study examines the cloud-based contact center (CC) solutions market in Europe. In the past, Frost & Sullivan has done combined studies for contact center on-premise solutions, hosted, and cloud solution markets. However, this year the studies are separated. This study is based on extensive primary and secondary research. This study finds tha...


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  8. 02 Sep 2020  |  Global  |  Market Research

    Digital Trends in the Retail Industry, Global, 2019–2021

    Gain a 360 Degree Perspective on Critical Success Factors

    The top digital transformation drivers for retailers over the next two years will be to improve customer experience (CX) and their marketing capabilities. Retailers will also leverage digital technologies to manage their supply chains and improve their operational efficiency. Internet of Things (IoT), augmented reality (AR), and artificial intellig...


    Special Price $1,125.00 save 25 %

  9. 31 Aug 2020  |  Asia Pacific  |  Frost Radar

    Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services Market, 2020

    A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

    Customer experience (CX) continues to be recognized as a distinct business function and takes center stage in many business strategies. Contact centers play an important role in helping companies acquire and retain customers. Contact centers can be perceived as the face of an organization: a hub of customer service and engagement, and the focal poi...


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  10. 31 Aug 2020  |  North America  |  Market Research

    Contact Center Buyers Guide, North America, 2020

    Business Agility, Flexibility, and Innovation Present Growth Opportunities in Changing Times

    New analysis from Frost & Sullivan's Digital Transformation program presents some of the customer experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience. The study focuses on those growth insights that are the most relevant for 2020-2023 in North America, and highlights the tre...


    Special Price $2,250.00 save 25 %