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. 26 Mar 2024  |  Europe

    Frost Radar : Customer Experience Management in Europe, 2024

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

    This Frost Radar reveals the positions of the key companies in the European customer experience management (CXM) industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. The document presents competitive profiles on each of the companies in the Frost Radar based on their strengths, opportunities, and marke...

    $4,950.00
  2. 12 Dec 2023  |  Asia Pacific

    Asia-Pacific Contact Center Applications Tracker, 2023

    Digital, Omnichannel, and Cloud Applications Drive Growth of Contact Center Solutions in Asia-Pacific

    The Asia-Pacific contact center applications market grew by 6.9% in 2022 and is projected to grow at a compound annual growth rate (CAGR) of 4.4% from $881.9 million in 2022 to $1,193.5 million in 2029, driven by cloud migration, system upgrades, and increased investments in advanced applications, such as analytics and workforce management. Vietnam...

    $15,000.00
  3. 27 Apr 2023  |  Europe

    Frost Radar™: European Cloud Contact Center Market, 2023

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

    In a field of more than 100 industry participants in Europe, Frost & Sullivan independently plotted the top 20 cloud contact center companies across two key indices of growth and innovation.

    $4,950.00
  4. 06 Apr 2023  |  Asia Pacific

    Frost Radar™: Cloud Contact Center Services in Asia-Pacific, 2023

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

    The APAC cloud contact center solutions market is in the growth stage and generated revenue of $423.1 million in 2022, recording 19.4% growth year over year from 2021. Frost & Sullivan projects that the market will expand at a 12.8% compound annual growth rate to reach $771.1 million by 2027. Large enterprise clients in mature markets, includin...

    $4,950.00
  5. 12 Jan 2023  |  Europe

    Frost Radar™: European Customer Experience Outsourcing Services, 2023

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

    Over the next five years, the customer experience (CX) outsourcing services market will continue to grow rapidly, fueled by two factors: the recognition of CX as a potent strategy for competitive differentiation and the compelling incentives for businesses to outsource their CX operations. Companies expect continuous process enhancement and rapi...

    $4,950.00
  6. 23 Dec 2022  |  Asia Pacific

    Frost Radar™: Australia Customer Experience Outsourcing Services, 2022

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

    Organizations across the board realize the increasing importance of customer experience (CX) in driving business success and delivering an excellent experience as a competitive differentiator. Customers view positive experiences as highly personalized, relevant, and proactive, involving engaging interactions and immediate issue resolution. Incre...

    $4,950.00
  7. 23 Dec 2022  |  Asia Pacific

    Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services, 2022

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

    Organizations across the board realize the significance of delivering excellent customer service as a competitive differentiator. Customer experience (CX) outsourcing services play an increasingly vital role in building a robust end-to-end customer journey as customer-centricity takes center stage. Providing contextual, proactive, seamless, and per...

    $4,950.00
  8. 22 Dec 2022  |  Asia Pacific

    Asia-Pacific Contact Center Applications Tracker, 2022

    Digital, Omnichannel, and Cloud Applications Drive the Transformational Growth of Contact Center Solutions in the Asia-Pacific

    The Asia-Pacific contact center applications market generated $825.3 million in revenue in 2021, registering an annual growth of 9.5%. 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...

    $15,000.00
  9. 07 Dec 2022  |  Asia Pacific

    Australia Customer Perspectives on Digital Transformation & Customer Experience, 2022

    Australian Organizations Measure the Success of their Digital Transformation Strategy Through Customer-focused Metrics

    When COVID-19 lockdowns in early 2020 forced businesses to close physical locations, demand for digital options soared as employees shifted to working from home and customers sought alternative means of interaction. Australian organizations made major changes to their processes and technology to address the initial crisis. Their contact centers wer...

    $4,950.00
  10. 27 Oct 2022  |  Asia Pacific

    Asia-Pacific Customer Experience Outsourcing Services, Growth Forecast to 2028

    The Future Growth Potential of Customer Experience Outsourcing Services is Driven by the Need for Digital Competency and Rightshoring Capabilities

    This study provides forecasts for the customer service (CX) outsourcing market in the Asia-Pacific for 2023 to 2028. Improving CX has been a consistent priority for organizations across the board for the last few years, with decision-makers realizing that providing a superior CX is a must for any company that wants to stay relevant. This is bringin...

    $15,000.00