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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.

  1. 30 Aug 2013  |  North America  |  Market Research

    Technology-Enabled BPO: Meeting the Omni-channel Consumer Head On

    Meeting the Omni-channel Consumer Head On

    The BPO value proposition, once centered around labor arbitrage, right-shoring and economies of scale, is changing. Consumer buying patterns and behaviors are changing as well. Meanwhile, service providers today are investing in new operational solutions and processes  ones that are mapped to meet the communication needs of the army of independen...

    $1,500.00
  2. 22 Aug 2013  |  North America  |  Market Research

    Omni-Channel Customer Care

    The Move to Seamless Multi-Channel Customer Care to Increase Customer Satisfaction

    New customer interaction channels are accelerating the adoption of multi-channel contact center routing. But the contact center industry is moving to create an omni-channel experience where cross channel customer engagement is seamless. This Market Insight examines the extent to which new channels are changing the contact center and the Customer ...

    $1,500.00
  3. 22 Aug 2013  |  North America  |  Market Research

    Collaborating Socially to Enhance the Customer Experience

    Social Customer Collaboration can Reduce Costs and Improve Customer Loyalty

    Social customer collaboration sites create and foster external and/or internal user communities that enable the resolution of customers issues, from finding information to resolving problems, and help build customer loyalty. In the process, they enable companies to rapidly identify and capitalize on business opportunities and market trends.

    $1,500.00
  4. 16 Jul 2013  |  North America  |  Market Research

    Managing the Public Power of Social Media

    Social Media could Hurt Companies If they are not Careful with It

    The defining characteristic of social media is that the conversations that take place on this channel are public. It is this value that gives the social channel its power, but it is one that poses risks to organizations, their employees, and their customers. Social media practices, laws, and regulations that touch on the public nature of this chann...

    $1,500.00
  5. 13 Jun 2013  |  North America  |  Market Research

    Confronting the Unpredictable in the World of Customer Contact: Strategies for Business Continuity and Disaster Recovery

    Contact Center Strategies for Sound Business Continuity and Disaster Recovery

    When it comes to the contact center industry, recent events such as Hurricane Sandy and the Boston Marathon bombing have brought the topic of business continuity and disaster recovery back into the spotlight. Meanwhile, a host of factors such as a general reluctance on the part of corporations to adequately invest in disaster response, more demand...

    $1,500.00
  6. 05 Jun 2013  |  North America  |  Market Research

    Evolving Customer Contact Endpoints

    Embracing mobile solutions and other alternatives to desktop phones and personal computers

    Enterprises are adopting what Frost & Sullivan calls new telephone and computing endpoints, solutions in the form of wireless devices, soft phones, and virtual desktop infrastructure (VDI). This Market Insight examines the extent to which technology is changing the contact center and proposes a set of recommendations to consider.

    $1,500.00
  7. 29 May 2013  |  North America  |  Market Research

    Customer Contact Trends in the Banking and Financial Services Market

    New Channels and Deployment Models Fuel Change

    For over twenty years the Banking and Financial Services (BFS) industry has been pegged as not only an early adopter of technology, but also a sector heavily invested in proprietary applications, requiring expensive integration with new market solutions. This study explores contact center technology and application trends in the BFS market. It al...

    $1,500.00
  8. 18 Apr 2013  |  North America  |  Market Research

    End-to-end AnalyticsThe Holy Grail of Contact Center Analytics

    Redefining Contact Center Analytics

    Companies continue to consolidate data from disparate enterprise and contact center applications and systems with the goal of improving agent performance. Still, end-to-end analytics capturing the entire customer experience remains elusive. Indeed, the majority of contact centers are not harnessing all the data sources available to them. This marke...

    $1,500.00
  9. 12 Feb 2013  |  North America  |  Market Research

    North America 2013 Customer Contact Market Predictions

    Positioning for a New Consumer with Technology Enablement, Automation, and Self-help

    The market insight contains a summary of economic conditions, regulatory challenges, and contact center budget considerations (drivers and restraints). This includes analyst conclusions and recommendations. This research study also provides Frost & Sullivan insight into mobile communication application development in the contact center market.

    $1,500.00
  10. 11 Feb 2013  |  North America  |  Market Research

    Voice of the Customer

    The New Voice in Analytics

    This market insight looks at the tools and strategies being used to harness the voice of the customer (VoC), as part of the broader industry effort to improve the customer experience. It incorporates customer use cases from interviews on customers VoC goals, initiatives, and best practices.

    $1,500.00