Contact Centers

This Market Insight examines current trends and highlights a number of robust, differentiated BPO service solutions. In todays environment, customer care providers continue to focus on areas where they can add business value while achieving significant cost savings. After all, cutting cost means freeing up cash for clients; cementing the business ...

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...

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 ...

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.

This study breaks down the contact center applications market across 13 countries in Asia-Pacific based on 8 application segments including ACD, CTI, IVR, outbound, call monitoring, WFM, speech, and multimedia applications. It presents market sizing and market share by application and by country. Trends are also identified based on technology adopt...

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...

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...

This market insight discusses the various subsectors of contact center analytics: performance analytics, speech analytics, enterprise analytics, and customer interaction analytics. It explores some of the main use cases of contact center analytics and the business benefits that can be derived from them. Adoption trends and vendor approaches across ...

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.