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Contact Centers
Contact centers are slated to go through major changes in the coming future. The rise of cloud technology, big data and analytics and social media will change how contact centers are operated, bringing new found efficiencies to the incumbent outsourced contact centre model, making customer service and customer experience a significant differentiator and pushing it to the top of the priority list of organizations.
Frost & Sullivan’s Information Technology research and consulting programs look at conventional and unconventional technologies, with specific focus on top-level potential disruptors such as cybersecurity, artificial intelligence, machine learning, and IOT or the Internet of Things. In the contact center market, we look at:
- Solution providers in varying segments
- Big data analytics and their applications in contact centers
- Web and mobile engagement
- Complex sales, service, and support opportunities and issues
- Web experience personalization
We work closely with the world’s largest IT firms and upcoming disruptive start-ups to predict macro and micro trends related to products, services, technology and business models that can define growth. Tailored, customized solutions provide clients with the best strategies for growth, supported by the right key data points researched to meet the client’s needs and the specific engagement. Our research spans broadly across the sector and provides deep insights into specific markets in the most significant areas of IT and the IT industry.
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25 Jul 2014  |  North America  |  Market Research
Enabling Productive Human Capital
New Methods and Tools Help Companies Cope With Changing Workforces, Work Environments, and Regulations
Human capital management (HCM), encompassing human resources (HR), is evolving. Companies are hiring more workers than they shed as the economy emerges from the downturn. There are changes in demographics, in employee expectations, in how and where work is conducted, and in laws and regulations that impact employee benefits, management, and recru...
$1,500.00 -
14 Jul 2014  |  North America  |  Market Research
Support for a Diverse IT Environment
Evolving IT SupportFrom the Service and Help Desk to Broader IT Management
As more employees work outside of the office, working arrangements are becoming more fluid with improved company IT environments, including IT support (ITS) help desk and service desk sectors. Cloud computing, bring your own technology (BYOT), bring your own application (BYOA), and bring your own device (BYOD), are all joining and replacing on-pre...
$1,500.00 -
03 Jul 2014  |  North America  |  Market Research
North American Hosted Contact Center Market
Poised to Exceed $2 Billion in Revenues in 2014
This market analysis research provides market sizing and forecasts for hosted contact center services. This includes public cloud services as well as dedicated hosted solutions. The segments covered are: hosted IVR, hosted ACD, hosted customer chat, hosted outbound contact, and hosted agent performance optimization (APO) applications. The study als...
$4,950.00 -
30 Jun 2014  |  North America  |  Customer Research
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. ...
$10,000.00 -
26 Jun 2014  |  North America  |  Market Research
North American Contact Center Systems Market
Growth Slows Down as Companies Migrate to Cloud Solutions
This market analysis research provides market sizing and forecasts for premises-based contact center systems. 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 segment, industry verti...
$4,950.00 -
23 Jun 2014  |  North America  |  Customer Research
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...
$10,000.00 -
23 Jun 2014  |  North America  |  Customer Research
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...
$10,000.00 -
19 Jun 2014  |  North America  |  Customer Research
Enterprise Priorities in North America
Agent Performance Optimization
The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in North American contact centers. Overall, quality monitoring, performance management, and workforce management systems are the most widely used APO applications. Furthermore, large contact centers ...
$10,000.00 -
09 Jun 2014  |  North America  |  Market Research
Benefits of Refreshing the IVRCustomers Speak Out
Interviewees Indicate that IVR is Not the Main Concern, but One Key Piece of a Bigger Picture
Self-service in customer care is moving to the web and social media as the Millennials take to mobile devices with a do-it-yourself mentality. However, by no means is the phone channel going away. When self-service fails them, customers turn to the contact center, which typically means journeying through that perennial front door, the Interactive...
$1,500.00 -
08 May 2014  |  North America  |  Market Research
Using Social Media in Disaster Planning and Response
Belmar, New Jersey's Experiences during Hurricane Sandy Offers a Successful Example
Users have recognized the value of social media as a vital, reliable, and trustworthy business continuity and disaster recovery (BC/DR) channel. Social media is thus becoming a must have in a smart organizations emergency communications toolbox. Case in point: Belmar, New Jersey, a small, popular seaside community on the Atlantic Ocean, located...
$1,500.00