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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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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 -
11 Apr 2013 | Asia Pacific | Market Research
Assessment of the Asia-Pacific Contact Center Market, 2012
Upswing in the Domestic Markets Propels Next Phase of Growth
The Asia-Pacific region continues to be in the forefront of growth markets for contact center services globally. This study is an assessment of the contact center market across 13 countries in six APAC sub-regions under Australia and New Zealand, ASEAN, Greater China, India, South Korea, and Japan. It provides market sizing and forecasting in terms...
$20,000.00 -
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 -
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 -
31 Jan 2013 | Asia Pacific | Market Research
Social Media as a Contact Channel in Asia-Pacific
Social Media in Customer Service in Asia-Pacific
Social media is rapidly emerging as the next big frontier for customer engagement and interaction. Millions of customer interactions take place everyday on social media sites such as Facebook, Twitter, and YouTube, besides other customer support forums and online communities. Therefore, it has become imperative for companies to possess a sound soci...
$1,500.00 -
25 Jan 2013 | North America | Market Research
Harnessing Social Media for Social Customer Care
Strategies to make Social Media an effective Customer Care channel
The contact center industry has been pushing the use of social media for over three years. However, adoption of social media as a fully-developed channel has not kept up with the hype. Now, with the help of vendors marketing into this space, customer contact organizations are developing this new channel, using intelligence gleaned from it across th...
$1,500.00 -
08 Jan 2013 | North America | Market Research
Interacting with Customers in Motion
The Mobility Movement and Its Impact on Customer Interactions
Customers are increasingly using mobile devices to interact with companies. This trend represents a significant opportunity for organizations to develop customer contact applications that enrich the customer experience. Organizations also are grappling with some of the challenges inherent in the use of mobile devices. This Market Insight examines m...
$1,500.00 -
08 Jan 2013 | North America | Market Research
Empowered Consumers in 2013: Forging Connections to the Mobile Web
The Mobility Movement and Web-based Customer Interactions
This Market Insight examines the convergence between mobile consumers and online communications, which can be referred to as the mobile Web, and the effect this is having on the way businesses deliver customer service. Although consumers prefer direct access to the Web as a primary contact channel, mobile applications are gaining momentum. Today ...
$1,500.00
