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. 31 Jan 2022  |  Latin America

    Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2021

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

    The customer experience (CX) landscape is shifting rapidly. As enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator, this field is gaining more attention and greater investment priority. CX outsourcing services are becoming much more tech-intensive as emerging tools cre...

    $4,950.00
  2. 08 Dec 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Latin America and the Caribbean

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others overseas. In this sense, offshore service...

    $8,000.00
  3. 26 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Mexico and Central America and the Caribbean

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market sizein Mexico and Central America and the Caribbean in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA ...

    $4,950.00
  4. 24 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Colombia and Peru

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Colombia and Peru in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others overse...

    $4,950.00
  5. 19 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Argentina and Chile

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Argentina and Chile in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others over...

    $4,950.00
  6. 19 Nov 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Brazil

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Brazil in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others overseas. In this...

    $2,450.00
  7. 18 Aug 2021  |  Latin America

    Frost Radar™: Latin American Cloud Contact Center Market, 2021

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

    As the Latin American contact center market keeps maturing, many customers are looking to the cloud to provide quicker access to enhanced features and as an attractive alternative to maintaining on-premises systems. During 2020, new and improved cloud contact center offerings were already available in the region, igniting adoption among customers f...

    $4,950.00
  8. 07 May 2021  |  Latin America

    Cloud, Digital, and Omnichannel Drive Contact Center Solutions Market Growth in Latin America and the Caribbean

    The Post-Pandemic Scenario will See a Consolidated Hybrid Environment that Creates Opportunities for Vendor Differentiation

    2020 was a disruptive year for the entire world and for the CX & CC landscape. The COVID-19 pandemic has pushed every contact center in the region to embrace the work-at-home-agent (WAHA) modality and move their employees out of their offices to their homes (65.3% of the outsourced agents in CALA were working remotely by the end of May 2020). Due t...

    $4,950.00

    Special Price $4,455.00 save 10 %

  9. 09 Feb 2021  |  Latin America

    Frost Radar™: Customer Experience Outsourcing Services Market in Latin America, 2020

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

    Customer experience (CX) is becoming the primary factor impacting customer loyalty and the key differentiator deciding a business’ fate. Demand for outsourced CX services is growing steadily in today’s consumer-centric marketplace as customers demand more personalized, relevant, proactive, and engaging experiences. A superior end-to-end CX jour...

    $4,950.00

    Special Price $4,207.50 save 15 %

  10. 05 Nov 2020  |  Latin America

    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...

    $8,000.00

    Special Price $6,800.00 save 15 %