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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. 29 Jul 2019  |  North America  |  Market Research

    North America Contact Center Outsourcing Market, Forecast to 2022

    Digital Transformation Proves Challenging Amid Active Service Provider Acquisitions

    The ongoing jostle for preeminence in customer care BPO in the region of North America (NA) is entering an important new phase. Like the original “Great Game” – a foreign policy term associated with the geopolitical machinations of the Great Powers and regional powers vying for geopolitical standing and influence in Central Asia. Dominant ma...

    $3,000.00
  2. 11 Jun 2019  |  North America  |  Market Research

    BPO Company Culture, 2019

    THE Driver for Customer Experience Excellence

    This Market Insight will explore how large Business Process Outsourcers (BPOs) have created company cultures that have become a driver for customer experience (CX) excellence across global markets. Much more than a company call for donating to a favorite charity, it’s about employee volunteerism, feeding children, caring for the environment, day...

    $1,500.00
  3. 22 Feb 2019  |  South Asia, Middle East & North Africa  |  Market Research

    Indian Contact Center Applications and Services Market, Forecast to 2022

    Businesses Seek New-age Contact Center Technologies Such as Analytics, Artificial Intelligence, and Advanced Workforce Management to Enhance Customer Experience

    Almost all the businesses are gowing customer-centric and are building strategies revolving around their customers’ preferences. Companies that have failed to observe the trend have either ceased to exist or are witnessing a decline in growth. Organizations want to know what their customers think about their brands and want to understand the unde...

    $1,500.00
  4. 28 Jan 2019  |  North America  |  Market Research

    North American Workforce Engagement Management (WEM) Market View for Customer Care, 2019

    Going Beyond Salaries and Surveys to Improve Cross Organizational Business Outcomes

    The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), mobility, and cloud computing are a few examples of maturing technologies that are impacting this transformational movement. This t...

    $1,500.00
  5. 24 Jan 2019  |  North America  |  Market Research

    North American Robotic Process Automation Market View for Customer Care, 2019

    Virtualizing the Workforce Enterprise-wide for Cost Reduction and Customer Experience Differentiation

    The rapid pace of technological change has had far reaching impact across business; ushering in the age of digital transformation. Machine learning (ML), natural language processing (NLP), artificial intelligence (AI), the Internet of Things (IoT), mobility, and cloud computing are a few examples of maturing technologies that are impacting this tra...

    $1,500.00
  6. 23 Dec 2014  |  North America  |  Customer Research

    Customer Engagement in Retail and Consumer in Europe and North America

    The Current and Future Retail and Consumer Vertical

    This studys objective was to review current and future adoption of customer contact strategies, enabling technologies, and services in the retail and consumer vertical. About 55% of North American and European contact centers are mostly integrated, with full integration expected to reach 55% in 2016. About 46% of customer interactions are fully au...

    $12,500.00
  7. 17 Dec 2014  |  South Asia, Middle East & North Africa  |  Market Research

    Omnichannel Customer Interaction Solutions in India

    Seamless Interactive Experience Leading to Customer Retention

    Maintaining global competitiveness is a complex pursuit for enterprises across industry verticals. Intensifying competition in the business-to-consumer space, with decreasing customer loyalty and higher customer expectations, is proving to be a challenge for product and service providers. This market insight examines the emerging trends in the omni...

    $1,500.00
  8. 16 Dec 2014  |  Latin America  |  Market Research

    Update on the Contact Center Outsourcing Markets in Latin America, 2014

    Colombia, Mexico, and Central America & the Caribbean Drive Growth for the Region

    The contact center outsourcing services market in Latin America is expected to attain growth through the end of 2014, driven by a strong performance from regions such as Colombia, Mexico, Central America & the Caribbean, and Peru. While domestic business in the region is predicted to grow at a moderate rate, the offshore services provided from Lati...

    $1,500.00
  9. 10 Dec 2014  |  North America  |  Market Research

    2014 North America Hosted/Cloud Contact Center Buyers Guide

    Selecting the Right Cloud Solution Provider for Your Contact Center

    The landscape for choosing a hosted/cloud contact center solution has become complex because of the variety of offerings from traditional contact center vendors, pure-play software as a service (SaaS) providers, telecom service providers, outsourcers, and system integrators. The purpose of this buyers guide is to provide enterprise organizations an...

    $10,000.00
  10. 10 Nov 2014  |  North America  |  Market Research

    2014 North American Contact Center Systems Buyer's Guide

    Forging Partnerships Determines the Customer Experience

    Choosing a contact center solutions partner is complex and poses dozens of options across systems, on-premise/cloud deployments, and business process outsourcers (BPOs). This Buyers Guide provides enterprise organizations with a fundamental assessment of contact center systems providers and their capabilities. The guide is divided into two section...

    $10,000.00