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. 03 Mar 2022  |  Europe

    Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021

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

    The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying sizes that offer solutions to companies and organizations across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, ed...

  2. 10 Feb 2022  |  Europe

    Contact Center As a Service (CCaaS) Solutions Respond to Remote Workforce Requirements in Europe

    Rapid Migration to CCaaS Solutions in Europe Capturing the Power of Seamless Customer Journeys

    This research service examines the Contact Center as a Service (CCaaS) market in Europe. The CCaaS 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 2020 and provides ...

  3. 21 Dec 2021  |  Europe

    Frost Radar™: European Customer Experience (CX) Outsourcing Services, 2021

    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 one of the most relevant business differentiators. In Europe, demand for outsourced CX services is growing steadily as end-users demand more responsive, personalized, and engaging experiences. Businesses must design and implement a superior end-to-end customer jo...

  4. 08 Nov 2021  |  Europe

    European Customer Experience Outsourcing Growth Opportunities

    AI and Digital Technologies Drive Transformational Growth

    This research service provides an overview of customer experience outsourcing services in Europe and outlines drivers and restraints, market share by industry participant/ contact channel, revenue by market/service/vertical types, WAHA share, percent of technology adoption and bot-managed interactions. Market dynamics will favor global, technologic...

  5. 21 Oct 2021  |  Europe

    Impact of COVID-19 on Healthcare Contact Centers

    Acceleration in WAHA, Self-Service & Cloud Investments

    The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

  6. 03 Feb 2021  |  Europe

    AI-powered Chatbots Boosting the European CX Management Market, 2020

    Chatbots Enhance the Customer Experience and Give Businesses Extraordinary Scaling Opportunities

    The chatbots market is one of the fastest-growing in the ICT industry. There are several effective uses for chatbots. Businesses are applying them, in particular, to enhance their customer services and improve customer experience (CX). Chatbots are deployed across different channels, including web chat, SMS, social media, mobile chat apps, among ot...


    Special Price $2,205.00 save 10 %

  7. 08 Jan 2021  |  Europe

    Enhancing European Customer Experience with Artificial Intelligence

    AI Technologies Offer New Opportunities to Nurture Relationships and Enhance Customer Contact Effectiveness

    This study focuses on how AI is making inroads into the customer experience (CX) space. After shifting from on-premises solutions to cloud-based services, the industry is embracing AI and integrating it into various CX-related use cases and solutions. Chatbots, voicebots, behavioral applications, biometrics, cybersecurity, speech recognition, machi...


    Special Price $2,082.50 save 15 %

  8. 18 Dec 2020  |  Europe

    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...


    Special Price $2,082.50 save 15 %

  9. 07 Sep 2020  |  Europe

    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...


    Special Price $4,207.50 save 15 %

  10. 09 Jul 2020  |  Europe

    Frost Radar™: European Customer Experience Outsourcing Services, 2020

    Benchmarking Future Growth Potential

    The global customer experience (CX) outsourcing services market is challenged by commoditization. Consequently, outsourcers are deploying advanced technology-enabled solutions and working with partners from across the ecosystem to differentiate in the fragmented marketplace. Over the years, the focus has shifted from cost and labor arbitrage to cus...


    Special Price $3,712.50 save 25 %