USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
North American Customer Service and Support Applications Markets
31-Mar-2009
North America
Market Research
N55D-01-00-00-00
IT02111-EU-MR_11866
This study discusses market and technology trends and provides market sizing, market segmentation, market shares and forecasts for premise-based and hosted customer service and support (CSS) applications. This research study provides vendors with valuable insight to make actionable decisions on pricing, packaging, and promotion of their products/services. Vendor offerings and strategies are analyzed in a competitive framework and considerations for market penetration and growth are proposed.
Summary of Major Findings
- Introduction
- Scope and Methodology
- State of the Market
- Product and Sector Definitions
- Market Engineering Measurements
- Market and Technology Trends
- Industry Challenges
- Market Drivers
- Market Restraints
Market Analysis
- Revenue Forecasts
- Revenue Breakdown by Type of Deployment
- Revenue Breakdown by Industry Vertical
- Revenue Breakdown by Size of Deployment
Competitive Analysis
- Market Share Analysis
- Competitive Structure
Vendor Profiles
- Amdocs
- ATG
- Chordiant
- Consona
- eGain
- Kana
- Netsuite
- Numara Software
- Oracle
- ResponseTek
- RightNow
- Salesforce.com
- Sage Software
- SAP
- Sword Group
- Other Vendors
Auxiliary Market: Customer Communities
- The Next Frontier: Leveraging Customer Communities
Strategic Analysis
- Strategic Growth Recommendations
Speak directly with our analytics experts for tailored recommendations.
Recent related Information Technology research
05 Nov 2026 | Global | Customer Research
Growth Opportunities in AI-Powered Communications
This research report examines the growth opportunities emerging from artificial intelligence-powered unified communications and collaboration (UCC), drawing on Frost & Sullivan’s 2026 global survey of 1,198 IT and business decision-makers across North America, Latin America, Europe, and Asia-Pacific...
03 Nov 2026 | Global | Frost Radar
Frost Radar™: Go-to-Market Intelligence and Activation Platforms, 2026
The business-to-business go-to-market (GTM) intelligence and activation platform market is evolving beyond traditional sales intelligence, intent data, and account-based marketing to encompass platforms that combine intelligence, decisioning, activation, orchestration, and measurement to help organi...
30 Oct 2026 | Global | Megatrends
Advancements in Micro-Sensor Technologies for High-Performance Sensing Systems
Micro-sensors are no longer just components that capture data—they are becoming the intelligence behind connected products and autonomous systems. As industries demand faster decisions, greater reliability, and continuous monitoring, sensing platforms are evolving by combining embedded AI, advanced ...
30 Oct 2026 | Global | Customer Research
From Channels to Outcomes: CPaaS Becomes the Execution Layer for Agentic Customer Engagement
Frost & Sullivan's 2026 IT decision-maker (ITDM) survey was conducted to gain insights into the following end-user organizations' priorities: - Current use of communications platform as a service (CPaaS) and open communications application programming interfaces (APIs), and adoption plans through 2...
30 Oct 2026 | Asia Pacific | Frost Radar
Frost Radar™: Customer Experience Management Services in Australia, 2026
This Frost Radar™ examines the Australian customer experience (CX) management services landscape, which is a subset of the broader business process outsourcing/management industry. In a CX management arrangement, a company contracts an outside supplier to run customer service work instead of doing i...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.