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 Mar 2022  |  Asia Pacific

    Frost Radar™: Asia-Pacific Cloud Contact Center Services, 2022

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

    The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). The contact center and CX landscape was severely affected by the disruptions caused by the pandemic, which accel...

    $4,950.00
  2. 23 Dec 2021  |  Asia Pacific

    Asia-Pacific Cloud Contact Center Solutions Tracker, 2021

    Future Growth Potential of Cloud Migration due to the Need for Hybrid Delivery, Enhanced Omnichannel Capabilities, Optimized Resou

    This research service examines the cloud contact center solutions market in Asia-Pacific. The cloud contact center market comprises full-suite hosted interactive voice response (IVR), automatic call distribution (ACD), chat, outbound, and agent performance optimization (APO) applications. The study analyzes the total market size in the base year 20...

    $15,000.00
  3. 23 Dec 2021  |  Asia Pacific

    Evolution of Omnichannel Customer Engagement

    Digitalization Accelerates in an Omnichannel World – A Perspective on Asia-Pacific Region

    2020 created a perfect storm of challenges for the contact center industry. Organizations struggled to deliver on products and services since the COVID-19 pandemic broke out. During this uncertain time, it was even more important to listen and engage with customers and ensure the delivery of continued experiences. To address this, organizations had...

    $2,450.00
  4. 15 Dec 2021  |  Asia Pacific

    Frost Radar™: Asia-Pacific Business Process Management Services, 2021

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

    Business process management (BPM), or business process outsourcing (BPO), services involve an external or third-party provider handling the execution and management of one or more business operations or functions for an organization. Traditionally, BPM services were limited to outsourcing labor-intensive back-office and support services functions. ...

    $4,950.00
  5. 15 Dec 2021  |  Asia Pacific

    APAC Contact Center Applications Tracker, 2021

    Digital, Omnichannel, Cloud Applications Drive Growth of Contact Center Solutions in APAC

    The APAC contact center applications market generated $753.9 million in revenue in 2020, registering an annual growth of 4.8%. Though COVID-19 clouded the outlook at the beginning of the year, technology upgrades, cloud migration, and the adoption of analytics, automation, and self-service applications drove market growth. The market is set to grow...

    $15,000.00
  6. 17 Nov 2021  |  Asia Pacific

    Asia-Pacific Customer Experience Outsourcing Services Market, Growth Forecast to 2027

    Digitalization and Rightshoring Drive Renewed Growth for Customer Experience Outsourcing Services

    The CX landscape is changing rapidly. Brands are realizing the importance of delivering excellent customer service as a competitive differentiator. Hence, the domain is gaining more attention and greater investment priority. The market is also becoming much more tech-intensive as emerging tools can create a seamless and an effortless CX while also ...

    $15,000.00
  7. 16 Nov 2021  |  Asia Pacific

    Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services, 2021

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

    An excellent customer experience (CX) is strategic to every organization’s sustained business growth and is overtaking product and pricing as a key brand differentiator. Customers view positive experiences based on highly personalized, relevant, proactive, and engaging interactions. These interactions have become even more relevant during the COV...

    $4,950.00
  8. 21 Oct 2021  |  Asia Pacific

    Frost Radar™: Australia Customer Experience Outsourcing Services, 2021

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

    An excellent customer experience is strategic to every organization’s sustained business growth and is overtaking product and pricing as a key brand differentiator. In the connected digital era, customers’ expectations are changing: they are demanding engaging experiences, personalization, and proactive services. These became even more relevant...

    $4,950.00
  9. 31 Aug 2021  |  Asia Pacific

    Navigating Digital Transformation Through COVID-19 and Beyond, Asia-Pacific

    Businesses Accelerate Digital Transformation Projects and Leverage Flexible Cloud Services to Enable Faster Return to Growth

    This research service provides the data collected through an online survey of 804 IT and telecom decision makers across customer size segments, industries, and world regions. The survey was conducted in November and December 2020 and the following respondents qualified. • IT/telecom decision makers in organizations with more than 10 employe...

    $4,950.00
  10. 08 Jul 2021  |  Asia Pacific

    Philippines Telecommunications Customer Experience Management Study 2021

    Benchmarking Industry Excellence in Delivering a Superior Customer Experience

    Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products and services, and various touchpoints. Frost & Sullivan evaluates the customer experiences of the telecommunications sector in the Philippines, examining the critical factors influencing customer behavior through...

    $4,950.00

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