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. 11 Apr 2024  |  North America  |  Frost Radar

    Frost Radar : Customer Relationship Management, 2024

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

    Businesses want customer relationship management (CRM) software that unifies all data related to customers and deals, and provides advanced integrations with business applications and advanced security. The CRM industry is in the growth phase, with solution providers consolidating. Some providers offer combined CRM suites while others offer sta...

  2. 06 Dec 2023  |  North America  |  Tracker

    Customer Experience Outsourcing Services in North America, Forecast to 2029

    Generative AI Brings New Opportunities for Differentiation

    During the forecast period (2023 to 2029), the North American (NA) customer experience (CX) outsourcing services market is expected to expand, mainly due to 2 factors: 1) the growing recognition of CX as a potent tool for competitive advantage and 2) the increasing motivation for businesses to outsource their CX activities. This market is poised...

  3. 10 May 2023  |  North America  |  Customer Research

    Retail Contact Center Growth Opportunities in North America—2023

    Successful Providers Must Bridge the Physical and Digital Realms

    Preparing for a pandemic that lifts or redescends is top of mind for retailers that must navigate increasing foot traffic in stores and in malls with a large retail footprint. To mitigate economic headwinds, customer retention is key. Malls and retailers need new ways to entice pandemic-weary customers, and retailers must find the optimal mix of di...


    Special Price $4,455.00 save 10 %

  4. 23 Mar 2023  |  North America  |  Market Research

    Conversational AI is Now the Heart of Customer Experience

    Consumer Demand for Self service Options and Employee Need for More Engaged Experiences Drive Contact Centers’ Technology Adoption

    Artificial Intelligence (AI) is the shining star of contact center innovation and began gaining features, focus, and adoption in 2022. AI is enhancing capabilities across the contact center spectrum: from agent hiring and training, resource forecasting, and quality and performance management to process automation, workforce optimization, and custom...


    Special Price $2,205.00 save 10 %

  5. 07 Mar 2023  |  North America  |  Tracker

    Global Customer Experience (CX) Outsourcing Growth Opportunities

    Future Growth Potential is Driven by the Advancement of Digital CX

    Brands use outsourcing as a competitive strategy to unlock a range of benefits, including cost savings, best-in-class technology, and business flexibility. Outsourcing also helps them access skilled talent and different locations and delivery models. Customer experience (CX) outsourcing vendors partner with clients to understand their business chal...


    Special Price $5,400.00 save 10 %

  6. 02 Mar 2023  |  North America  |  Customer Research

    Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024

    Employee Engagement is the Top Corporate Objective

    Frost & Sullivan's annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee engagement initiatives benefit from higher employee satisfaction (eNPS) levels and lower attrition. Those with more solutions that support employee...


    Special Price $4,455.00 save 10 %

  7. 23 Dec 2022  |  North America  |  Market Research

    Global Customer Relationship Management Growth Opportunities, 2022

    Uncap Future Growth Potential with CRM Technology

    To deliver a great customer experience, organizations today want a single view of customers across all touchpoints, which can be achieved through customer relationship management (CRM) solutions. The goal for businesses is to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing,...


    Special Price $2,205.00 save 10 %

  8. 01 Dec 2022  |  North America  |  Market Research

    Top Takeaways from the 18th Annual Customer Contact West—A Frost & Sullivan Executive Mindxchange

    Employee Engagement Rises to the Top of Business Objectives

    This paper will provide the top takeaways from the insightful the 18h Annual Customer Contact West: A Frost & Sullivan Executive MindXchange and showcase some real-life examples of companies that successfully managed the challenges that COVID-19 brought forth and their plans to manage through the economic downturn companies are dealing with today. ...


    Special Price $2,205.00 save 10 %

  9. 23 Nov 2022  |  North America  |  Frost Radar

    Frost Radar™: Customer Experience Outsourcing Services in North America, 2022

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

    The customer experience (CX) outsourcing services landscape will sustain a strong growth trajectory during the next five years. Two drivers will fuel this momentum: the increasing acceptance of CX as a formidable competitive differentiation strategy and undeniable incentives for companies to outsource their CX operations. For the third year in a...


    Special Price $4,455.00 save 10 %

  10. 01 Nov 2022  |  North America  |  Frost Radar

    Frost Radar™: Global Business Process Management Services, 2022

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

    The global business process management (BPM) services market is highly competitive and fragmented due to the influx of global and local IT services, BPM services, consulting services, contact center services, and digital solutions companies. Growth across the global BPM services market has accelerated competition and forced service providers to...


    Special Price $4,207.50 save 15 %