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19 Dec 2013  |  Global
Analytics Leads the Way for Growth in a Mature Market
This market analysis research provides market sizing and forecasts for premises-based contact centre systems at a global level. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market forecasts by product segme...
23 Sep 2013  |  Latin America
Mexican Market and Analytics Excel Despite a Challenging Year
This study analyzes the contact center systems market of the Latin America region in 2013. The forecast period is 20132019, with 2012 as the base year. Market drivers, restraints, and trends are presented within this work. Frost & Sullivans investigation also includes a competitive analysis and market share discussions of the main industry compan...
18 Feb 2013  |  North America
Use of Companies' Own Social Media Tools is Growing
This research service examines the use of social media in the U.S. corporate environment based on a survey conducted in 2012. Individuals use social media on a personal level more than as a part of the workplace, but enterprises are increasingly using social media as they begin to understand the benefits. While external use of social media is more ...
29 Jan 2013  |  Latin America
The CRM development of Colombia and Peru
The Colombian and Peruvian contact center markets witnessed strong development in 2012. Despite growth slightly decelerating from 2011, positive investment atmosphere surrounding the Colombian and Peruvian market when looking to the future persists. The key driver for this increase is the expected organic growth of major companies within the in...