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23 Jun 2014  |  North America

Enterprise Priorities in North America

Cloud Contact Center Solutions

The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact cente...

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23 Jun 2014  |  North America

Enterprise Priorities in North America

Contact Center Outsourcing

The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Co...

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30 Jun 2014  |  North America

Enterprise Priorities in North America

Multichannel Customer Contact

The main objective of this research service was to investigate the current and future integration of customer interactions in the North American contact centers. Currently, one-third of the contact centers have been fully integrated to deliver seamless and consistent customer experiences across channels. By 2016, 54% expect to be fully integrated. ...

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26 Feb 2014  |  Latin America

Mexico and Central America and the Caribbean Contact Center Outsourcing Services Markets

Diversifying Strategies and Locations to Overcome the Economic Slowdown and Industry Saturation

Growth in the Mexican contact center outsourcing services market is expected to be driven by local business and offshoring markets. Central America and the Caribbean are experiencing saturation levels in key cities in Costa Rica and Panama, which represents growth opportunities for alternative locations in the region. This research service provides...

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27 Mar 2014  |  North America

2013 US CXOs Mobile Devices Report

Evolving Device Trends in the Mobile and Wireless Industry

The primary aim of this research is to measure preferences regarding mobile communications and computing devices among CXOs across various industry verticals throughout the United States. It also measures the influence that features have in the selection process of mobile devices, satisfaction, and future intentions toward owned brands and channels...

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28 Apr 2014  |  North America

Impact of Social Media Technologies on IT Decision MakersUnited States and Europe

Opportunities for Social Media Technology Providers

The overall research objective of this research service is to measure the current use and future decision-making behavior toward IT technologies, specifically social media. Overall, IT decision makers who consider their company as highly effective at using IT to achieve business objectives rate factors related to IT investments as more important th...

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18 Jul 2014  |  North America

The Impact of IT in Government

An End-User Perspective

The main objective of this research is to measure the current usage and future decision making behaviour toward information technology (IT) within the government sector. Overall, out of the 5 key verticals surveyed, the government sector contributes the second highest percentage of its revenue to the IT budget. New regulatory requirements that rais...

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24 May 2013  |  Europe

ICT Spending in Smart Energy in Europe

ICT Addressable Market in Smart Energy in Europe

The estimated capital expenditure for smart grid within the European Union stands at 1 trillion for the next ten years. The ICT community is extremely interested in understanding the required ICT components that build a smart grid. This analysis is an estimation of the addressable market for the ICT sector in smart energy opportunities in Europe...

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08 May 2013  |  North America

2012 United States Commercial Airline Usage

Perspectives of Traveling Consumers

In this customer research service, Frost & Sullivan measures consumer airline usage in order to define segments and profiles of air traveler types. The aim is to understand user knowledge of frequent flyer programs as well as satisfaction rates with current airline programs. The research also explores airport accessibility and the main methods of t...

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12 Dec 2013  |  Asia Pacific

Palm Oil Market Outlook to 2020

Sustainability is a Key Challenge Restricting Market Growth

Crude palm oil (CPO) has grown from strength-to-strength in the last two decades, now representing one-third of the vegetable oil market. Growth has largely been driven by consumption in the emerging markets such as China and India. New demand markets in the last decade, such as biodiesel, have also played a major role regarding consumption trends....

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Showing 41-50 of 469