The need to reduce IT costs and develop increased efficiency in IT management is causing European organisations to turn towards IT outsourcing models. Data centre services consisting of the retail colocation and managed hosting segments are increasingly being adopted by organisations to benefit from cost efficiencies and to focus internal IT resour...

This research service updates the progress in Machine-to-Machine (M2M) opportunities from the telecoms service providers perspective. There have been many new developments. This analysis serves as an update on the Machine-to-Machine (M2M) market development in Europe in the last eighteen months. It is written primarily from a telecommunications ...

Although information and network security vendors have emphasised the need to move away from passwords to more sophisticated authentication methods, password breaches continue to be everyday news. Advances in mobile authentication products will address this challenge, and provide high security levels and greater end-user experience. Frost & Sulliva...

Utilities are becoming increasingly aware of the importance of efficient data management in smart metering projects. To manage and use the growing volume and variety of data, they must be capable of high-volume data management and data-pattern analytics. Although many utilities still fail to consider smart metering as a software project, meter data...

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...

The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...

The overall research objective of this research service was to investigate the current use and future adaptation of multichannel customer contact in European contact centers. Overall, the use rates of mobile apps, social media, Web self-service, and chat are growing, while use rates of LiveAgent voice and email are declining. About 25% of contact c...

This market analysis research provides market sizing and forecasts for premises-based contact centre systems sold in the EMEA region. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact centre analytics. The study provides market forecasts by product...