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. Three CX Trends Heading into 2019—A Postcard from the Technological Edge
    12
    Mar 2019

    Three CX Trends Heading into 2019—A Postcard from the Technological Edge

    Three CX Trends Heading into 2019

    Region : Global

    As the customer contact landscape continues to be disrupted, the CX team at Frost & Sullivan has seen three noteworthy topics come across our desks repeatedly over the course of 2018, each of which resulted in detailed white-papers. These are by no means the only technology-related topics of importance as far as the CX goes, but it’s noteworthy h...
    USD 1,500.00
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  2. Indian Contact Center Applications and Services Market, Forecast to 2022
    22
    Feb 2019

    Indian Contact Center Applications and Services Market, Forecast to 2022

    Businesses Seek New-age Contact Center Technologies Such as Analytics, Artificial Intelligence, and Advanced Workforce Management to Enhance Customer Experience

    Region : South Asia, Middle East & North Africa

    Almost all the businesses are gowing customer-centric and are building strategies revolving around their customers’ preferences. Companies that have failed to observe the trend have either ceased to exist or are witnessing a decline in growth. Organizations want to know what their customers think about their brands and want to understand the unde...
    USD 1,500.00
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  3. North American Workforce Engagement Management (WEM) Market View for Customer Care, 2019
    28
    Jan 2019

    North American Workforce Engagement Management (WEM) Market View for Customer Care, 2019

    Going Beyond Salaries and Surveys to Improve Cross Organizational Business Outcomes

    Region : North America

    The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), mobility, and cloud computing are a few examples of maturing technologies that are impacting this transformational movement. This t...
    USD 1,500.00
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  4. North American Robotic Process Automation Market View for Customer Care, 2019
    24
    Jan 2019

    North American Robotic Process Automation Market View for Customer Care, 2019

    Virtualizing the Workforce Enterprise-wide for Cost Reduction and Customer Experience Differentiation

    Region : North America

    The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), the Internet of Things (IoT), mobility, and cloud computing are a few examples of maturing technologies that are impacting this tra...
    USD 1,500.00
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  5. Analysis of the Contact Center Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2023
    08
    Nov 2018
    The Contact Center Outsourcing (CCO) Services Market in Latin America and the Caribbean experienced high growth, driven by solid performances in CaCar and Colombia, as well as the devaluation of the US Dollar against most Latin American currencies in 2017 (especially against the Chilean peso (15.5%) and the Brazilian reais (8.5%)). Frost & Sulliva...
    USD 8,000.00
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  6. Growth Opportunities in the North American Contact Center Market, Forecast to 2022
    22
    Oct 2018

    Growth Opportunities in the North American Contact Center Market, Forecast to 2022

    Engaging the Customer and Employee Uplifts the Customer Experience

    Region : North America

    New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North American Contact Center Market finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is drivi...
    USD 4,950.00
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  7. 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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  8. 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
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  9. 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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  10. 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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