Contact Centers

This market insight identifies the current state of the market in terms of opportunities for service providers over the next 5 years. It also highlights the leading trends characterizing the data center and cloud computing market that are expected to remain dominant over the next 5 years. Key recommendations are provided for service providers to ta...

The contact center outsourcing services Market in Latin America exhibited mild growth, mostly driven by good performances in Central America and the Caribbean, Peru, and Colombia. Both domestic and the offshoring businesses have driven this performance, although this segment experienced the highest growth rates. The United States consolidated as th...

Frost & Sullivan discusses the real benefits provided by customer experience management (CXM) solutions, illustrating the 9 hottest trends characterising the CXM space in 2015 and offering advice to end users and vendors on how to procure and promote CXM solutions. Vendors claiming to offer CXM solutions cluster into 1 of 5 groups depending on the ...

The landscape for choosing a contact center solutions partner has become complex with dozens of options across contact center system, cloud, and business process outsourcing providers. The purpose of this buyers guide is to provide enterprise organizations in Europe, the Middle East, and Africa (EMEA) with a fundamental assessment of contact center...

This market analysis study provides market sizing and forecasts for the European contact center outsourcing (BPO) market. European market revenue represents outsourcer revenues associated with customer interactions that originate in Europe, regardless of fulfillment model. The study provides breakdown and forecasts by fulfillment platform, industry...

This Market Insight examines key trends, vendor performance, and vertical and horizontal revenue and trends in the Indian contact center applications market. Customer service is a critical differentiating factor amongst businesses. Organizations are showing more willingness to invest in new processes and solutions to enhance customer service and im...

The market for hosted and cloud contact centers has rapidly taken off, surpassing that of contact center systems revenue. Narrowing the list of vendors to investigate can be time-consuming. The purpose of this Buyers Guide is to provide enterprise organizations with a fundamental assessment of hosted/cloud contact center providers and their capabil...

Based on a survey of 1,028 key Frost & Sullivan customers conducted across Europe in the 4th quarter of 2014, this market insight highlights the hot topics for growth identified in the Information & Communication Technologies (ICT) sector for 2015. Data and opinions of key stakeholders, combined with analysis and commentary from Frost & Sullivan in...

Recent Frost & Sullivan research identifies the Internet of Things (IoT) as one of the most important Mega Trends for todays organizations to consider. IoT-enabled devices are programmed to alert the users to anomalies which could indicate problems that require immediate attention. Users reach into data repositories to uncover causes and obtain in...