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. 29 Jul 2022  |  Global

    Digital Trends in Education–2022 Investment Plans Address Talent Shortage and Remote Learning

    Adapting to Meet the Needs of Modern Students

    Frost & Sullivan has identified that the education vertical is ripe for digital transformation and adoption of modern communications and collaboration technologies to improve operational efficiencies, improve instructor performance and enhance students’ experience. COVID-19 unmasked this sector’s lack of preparedness to address the sudden ne...

  2. 24 Jan 2022  |  Global

    The Importance of Workforce Optimization in Modern and Agile Contact Centers

    Workforce Optimization Enhances Agent Efficiency and Opens Up Extraordinary Opportunities to Improve Customer Experience

    This research study covers the workforce optimization market in the contact center space from a global lens. The study outlines the key elements present in a comprehensive WFO strategy as well as some of the main players in the global workforce optimization market. The COVID-19 pandemic has accelerated the need for modern contact centers to mana...

  3. 24 Dec 2021  |  Global

    Sales Automation Powers Sales Teams Globally, 2021

    Uncap Future Growth Potential With Sales Automation

    COVID-19 has caused tremendous disruption in sales globally. Customers are canceling contract renewals and ongoing deals, even as businesses are facing revenue losses. Sales employees, as well as vendor partners, are feeling threatened in this unprecedented environment. Therefore, businesses are being forced to look at newer and innovative ways to ...

  4. 23 Dec 2021  |  Global

    Marketing Automation Powers Businesses Post COVID-19 Globally, 2021

    Uncap Future Growth Potential With Marketing Automation

    The pandemic has been an essential influence for the increase in digital marketing among B-to-B and B-to-C companies. There has been an explosion in advertising on over-the-top (OTT) channels. Companies are embracing organic social media interactions and focusing on the omnichannel approach to the customer journey. With so many people on digital pl...

  5. 09 Dec 2021  |  Global

    Digital Trends in the BFSI Industry Amidst COVID-19 and Beyond

    Banking, Financial Services, and Insurance Customer Perspectives

    The COVID-19 pandemic accelerated the move to digital channels, the cloud, and self-service customer care so financial companies could take advantage of new technologies to keep businesses running sans a staff yet maintain a satisfactory level of customer experience (CX). BFSI companies are focusing on improving digital experiences such as digital ...

  6. 11 Nov 2021  |  Global

    Reimagine Customer Experience in Manufacturing

    How to Power End-to-End Personalized Engagements

    Investments in CX are Accelerating to Tackle COVID-19 Challenges in the Manufacturing Industry Businesses are often unable to keep up with the expectations of today’s sophisticated customers. Competition is a click away in this digital world, and social media can make or break a business. To compete in this environment, both B2C and B2B organizat...

  7. 09 Aug 2021  |  Global

    Social Media Analytics Transforming Global Customer Experience (CX) Services

    Businesses are Integrating Customer Service and Social Media to Reach their Customers Faster and Through their Preferred Channels

    Social media analytics is the process of evaluating and examining data about conversations on social media platforms to understand customer preferences and gain competitive intelligence. Social media analytics can be predictive, prescriptive, or descriptive and help businesses understand different parts of a problem, thereby enabling them to tackle...


    Special Price $2,205.00 save 10 %

  8. 07 Apr 2021  |  Global

    Conquering the Budget Struggle for Contact Center Transformation

    Winning Projects to Improve CX

    Frost & Sullivan Global Vice President Alpa Shah recently hosted a video webinar with an exceptional panel to discuss how customer experience (CX) is essential to every business. However, budgets and costs still get in the way. The panel included Richa Diwan, Director, Transformation Management Office, Blue Cross Blue Shield of North Carolina; Milo...


    Special Price $2,205.00 save 10 %

  9. 26 Mar 2021  |  Global

    Maintaining Brand Loyalty as Digital Channels Thrive Amidst the COVID-19 Pandemic

    CX-driven Innovative Solutions Create New Growth Opportunities

    Connecting with customers has become challenging with the vast number of purchasing options at their fingertips. Digital experiences such as shopping online, searching web portals for deals, checking out customer review sites, and using mobile loyalty apps are just a few digital experiences that are commonly used and enjoyed today. They can help bu...


    Special Price $1,350.00 save 10 %

  10. 01 Mar 2021  |  Global

    Silver Linings in a Pandemic-Humanization of Agents and Customers Creating Opportunities for Growth

    Key Takeaways from Customer Contact Virtual—A Frost & Sullivan Executive MindXchange

    Agents are the front lines in handling customer emotions. Often when customers call, they have already exhausted poorly designed self-service options and are in a state of frustration by the time the agent takes the call. The COVID-19 pandemic has accelerated the need for work-at-home agent (WAHA) models and self-service to assist with rising call ...


    Special Price $855.00 save 10 %