Industries

The Unified Communications as a Service (UCaaS) market exhibited strong growth in 2021, driven by the rise of hybrid and remote work environments and the need of organizations in CALA to support remote communications and collaboration among their employees. Solid economic GDP growth across the region contributed to the financial strength of CALA en...

The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). The contact center and CX landscape was severely affected by the disruptions caused by the pandemic, which accel...

Safety concerns regarding the use of drones are limiting growth for the commercial UAS market in the Middle East, with certain countries, such as Kuwait, Syria, and Iraq, banning drone operations of all types. However, other states, like Israel and the United Arab Emirates (UAE), permit drone use in the commercial sector. Moreover, technological ad...

03 Mar 2022  |  Europe  |  Market Research

Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021

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The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying sizes that offer solutions to companies and organizations across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, ed...

31 Jan 2022  |  Latin America  |  Market Research

Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2021

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The customer experience (CX) landscape is shifting rapidly. As enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator, this field is gaining more attention and greater investment priority. CX outsourcing services are becoming much more tech-intensive as emerging tools cre...

21 Dec 2021  |  Europe  |  Market Research

Frost Radar™: European Customer Experience (CX) Outsourcing Services, 2021

A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

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Customer experience (CX) is becoming the primary factor impacting customer loyalty and one of the most relevant business differentiators. In Europe, demand for outsourced CX services is growing steadily as end-users demand more responsive, personalized, and engaging experiences. Businesses must design and implement a superior end-to-end customer jo...

Business process management (BPM), or business process outsourcing (BPO), services involve an external or third-party provider handling the execution and management of one or more business operations or functions for an organization. Traditionally, BPM services were limited to outsourcing labor-intensive back-office and support services functions. ...

23 Nov 2021  |  Europe  |  Market Research

Frost Radar™: European Manufacturers of Hydrogen Fuel Tanks for Commercial Vehicles, 2021

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Hydrogen is emerging as an energy carrier to better manage and store excess electricity generated through sustainable solar and wind systems. The development of hydrogen fuel cells for mobility applications is gaining traction, and with the various public and private sector initiatives to propel hydrogen mobility come immense growth opportunities f...

An excellent customer experience (CX) is strategic to every organization’s sustained business growth and is overtaking product and pricing as a key brand differentiator. Customers view positive experiences based on highly personalized, relevant, proactive, and engaging interactions. These interactions have become even more relevant during the COV...