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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 May 2021 | North America | Market Research
Frost Radar™: North American Enterprise Cloud Contact Center Market, 2021
A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines
The global cloud contact center market generated $2.7 billion in 2019, recording 15.4% growth year-over-year from 2018. Revenue will increase at a 15.3% compound annual growth rate to reach $7.4 billion by 2026. Small and medium-sized contact centers have been steadily migrating to cloud-based technologies; the expansion of hybrid cloud offerings a...
$4,950.00 -
07 May 2021 | Asia Pacific | Customer Research
Customer Experience Management Study—Malaysian Banking Sector 2021
Benchmarking Industry Excellence in Delivering a Superior Customer Experience
Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across any and all functions, products, services, and touchpoints. This study adopts the proprietary Customer Experience Index methodology and the widely used Net Promoter Score metric to understand the dynamics between customers and retai...
$4,950.00 -
07 May 2021 | Asia Pacific | Mega Trends
Customer Experience Management Study—Malaysian Telecommunications Sector 2021
Benchmarking Industry Excellence in Delivering a Superior Customer Experience
Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products, services, and touchpoints. In this study, Frost & Sullivan examines customer experience in the telecommunications sector in Malaysia, with a focus on the critical factors that influence customer behavior through...
$4,950.00 -
09 Feb 2021 | North America | Mega Trends
Cloud Solutions Powering the Global Contact Center Applications Market, Forecast to 2026
The Demand for Remote and Work-from-Home Capabilities Creates New Growth Opportunities, Accelerating Migration to the Cloud
This report analyzes the global on-premise and cloud contact center applications market size for the base year 2019 and provides forecasts until 2026. This study also analyzes the market share of top vendors across each region in on-premise and cloud contact center application segments separately for 2018 and 2019. The study is based on extensive p...
$4,950.00 -
12 Jan 2021 | North America | Mega Trends
North American Knowledge Management (KM) Market View for Customer Care, 2021
Knowledge Creation and Mining for Improve Employee and Customer Engagement
Knowledge management (KM) is a mature technology area that can be broadly applied across all areas of business. Initially, KM was aimed at gathering and sharing of knowledge within an organization (across documents, databases, and other sources). One of the most critical early components of KM was content management; an organizations data and infor...
$2,450.00 -
22 Oct 2018 | North America | Mega Trends
Growth Opportunities in the North American Contact Center Market, Forecast to 2022
Engaging the Customer and Employee Uplifts the Customer Experience
New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North American Contact Center Market finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is drivi...
$4,950.00 -
02 Jul 2018 | North America | Market Research
Cloud Contact Center Buyers Guide, North America, 2018
Providers Look to Harness AI to Infuse Intelligence in the Customer Experience
The highly competitive hosted/cloud contact center market in North America faces many challenges. Customer service is now the centerpiece of business differentiation. To remain competitive, enterprise decision-makers must deal with cutting costs while vastly improving service quality and the customer experience. The contact center industry als...
$3,000.00 -
29 Jun 2018 | North America | Market Research
Contact Center Systems Buyers Guide, North America, 2018
Consumer Preferences Drive Design and Innovation in Customer Care
The highly competitive contact center systems market in North America faces many challenges. Customer service is the now the centerpiece of business differentiation. To remain competitive, enterprise decision-makers must deal with cutting costs, while vastly improving service quality and the customer experience. The contact center industry als...
$3,000.00 -
26 Jun 2018 | North America | Market Research
4 Valuable Insights from the 14th Annual Customer Contact, East
This Frost & Sullivan Executive MindXchange provided insights on a variety of factors from new technologies to long-standing issues
This Frost & Sullivan Executive MindXchange provided insights on a variety of factors from new technologies to long-standing issues. Exponential growth over the next 10 years will drive technological advancement faster than in any other time in history. Emerging technologies such as autonomous robotics, artificial intelligence, blockchains, and dr...
$1,500.00 -
23 May 2018 | North America | Market Research
Contact Center Market Opportunities for UC Solutions
Bridging the Divide Between the Contact Center and the Enterprise
Call, contact or customer interaction centers have traditionally been walled off from the rest of the enterprise, with each organization utilizing separate and distinct platforms for most of their communications capabilities. The contact center has primarily needed to communicate with the outside world, with few requirements to interact in rich way...
$3,000.00
