Contact Centers Market

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.

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  1. Cloud Contact Center Buyers Guide, North America, 2018
    02
    Jul 2018

    Cloud Contact Center Buyers Guide, North America, 2018

    Providers Look to Harness AI to Infuse Intelligence in the Customer Experience

    Region : North America

    The highly competitive hosted/cloud contact center market in North America faces many challenges. Customer service is now the centerpiece of business differentiation. To remain competitive, enterprise decision-makers must deal with cutting costs while vastly improving service quality and the customer experience. The contact center industry als...
    USD 3,000.00
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  2. Contact Center Systems Buyers Guide, North America, 2018
    29
    Jun 2018

    Contact Center Systems Buyers Guide, North America, 2018

    Consumer Preferences Drive Design and Innovation in Customer Care

    Region : North America

    The highly competitive contact center systems market in North America faces many challenges. Customer service is the now the centerpiece of business differentiation. To remain competitive, enterprise decision-makers must deal with cutting costs, while vastly improving service quality and the customer experience. The contact center industry als...
    USD 3,000.00
    Read More
  3. 4 Valuable Insights from the 14th Annual Customer Contact, East
    26
    Jun 2018

    4 Valuable Insights from the 14th Annual Customer Contact, East

    This Frost & Sullivan Executive MindXchange provided insights on a variety of factors from new technologies to long-standing issues

    Region : North America

    This Frost & Sullivan Executive MindXchange provided insights on a variety of factors from new technologies to long-standing issues. Exponential growth over the next 10 years will drive technological advancement faster than in any other time in history. Emerging technologies such as autonomous robotics, artificial intelligence, blockchains, and dr...
    USD 1,500.00
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  4. Latin American Enterprise Communications Platforms & Endpoints and Video Conferencing Markets, Forecast to 2023
    01
    Jun 2018

    Latin American Enterprise Communications Platforms & Endpoints and Video Conferencing Markets, Forecast to 2023

    Vendors Need to Adapt to the Increasing Demand for Flexiblity

    Region : Latin America

    The Latin American Enterprise Communications Platforms & Endpoints and Video Conferencing Market achieved stability in 2017, after a tough 2016. Although the overall market is still behind 2015 marks in most variables, the progressive recovery of the Latin American economy is expected to fuel new investments in enterprise communications, as well as...
    USD 4,950.00
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  5. Contact Center Market Opportunities for UC Solutions
    23
    May 2018

    Contact Center Market Opportunities for UC Solutions

    Bridging the Divide Between the Contact Center and the Enterprise

    Region : North America

    Call, contact or customer interaction centers have traditionally been walled off from the rest of the enterprise, with each organization utilizing separate and distinct platforms for most of their communications capabilities. The contact center has primarily needed to communicate with the outside world, with few requirements to interact in rich way...
    USD 3,000.00
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  6. Capitalizing on Opportunities in the Global Contact Center Outsourcing Market with Digital Transformation, 2018 to 2020
    25
    Apr 2018

    Capitalizing on Opportunities in the Global Contact Center Outsourcing Market with Digital Transformation, 2018 to 2020

    Actionable Strategies and Tactics to Accelerate Growth in a Highly Competitive Global BPO Market

    Region : North America

    Delivering best in class customer experience through digital solutions is key for success in the BPO industry across industries and regions. The ability to provide an omnichannel experience, efficiencies through artificial intelligence, personalized marketing and customized solutions are critical success factors. Chatbots and videoconferencing feat...
    USD 4,950.00
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  7. Future of Customer Engagement in Latin America, 2018
    12
    Apr 2018

    Future of Customer Engagement in Latin America, 2018

    New Business Models Will Be Key to Meet the Demands of the Digital Customer

    Region : Latin America

    In a world of rapidly changing technologies, providing consistently excellent customer support can be challenging. Consider that companies today are developing a widening assortment of popular technology-driven products and services, as well as adding complexity to existing ones. Technology-enabled goods—such as appliances, automobiles, entertain...
    USD 1,500.00
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  8. Internet of Things-based Solutions for Customer Support, US, 2018
    19
    Mar 2018

    Internet of Things-based Solutions for Customer Support, US, 2018

    Need to Deliver Timely Support, Improve Process Transparency, and Enhance Customer Experience Drive Implementation

    Region : North America

    This study analyzes the market opportunity for Internet of Things (IoT)-based solutions in the customer support function across the enterprise and consumer segments. Research scope - The study offers an overview of the various customer support areas that can leverage IoT-enabled solutions. - The research identifies and analyzes drivers and challe...
    USD 3,000.00
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  9. Artificial Intelligence Applied to the Customer Experience in Latin America, 2018
    16
    Feb 2018

    Artificial Intelligence Applied to the Customer Experience in Latin America, 2018

    Moving Beyond Chatbots to Provide Seamless Customer Engagement

    Region : Latin America

    Information technology (IT) is something of a misnomer. It has always been about data. We have become experts at generating, collecting, managing, transmitting, and storing data. With the advent of Big Data and its hardware equivalent, the Internet of Things (IoT), this ability to reduce the world to data streams has reached its ultimate expression...
    USD 1,500.00
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  10. Latin American Contact Center Systems Market, Forecast to 2022
    10
    Jan 2018

    Latin American Contact Center Systems Market, Forecast to 2022

    Addition of New Analytics Capabilities and WFO Applications Refresh Drive Modest Growth in the Market

    Region : North America

    Latin American contact center systems market revenue is expected to increase from $222.2 million in 2016 to $271.1 million by 2022, at a compound annual growth rate of 3.4%. The base year is 2016 and the forecast period is from 2017 to 2022. This study is for contact centers that are premise-based. Premise systems are those that the customers purc...
    USD 4,950.00
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