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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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10 Oct 2014 | North America | Customer Research
Customer Engagement in Healthcare in Europe and North America
Healthcare Vertical
The objective of this study is to analyze the current and future adoption trends of various customer contact strategies, enabling technologies, and services in the healthcare vertical. North American healthcare companies are more likely to have social customer care, but are behind their European counterparts in terms of mobile customer care. 38% of...
$12,500.00 -
09 Oct 2014 | North America | Market Research
North America Contact Center Outsourcing Market
Technology-enabled BPO Solutions to Drive Growth
This market analysis study provides market sizing and forecasts for the North American contact center outsourcing market. North American market revenue represents outsourcer revenues associated with customer interactions that originate in North America, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, automat...
$4,950.00 -
18 Sep 2014 | Europe | Market Research
Web Real-time Communication (WebRTC): The Future of Contact Center Technology
$1,500.00 -
15 Sep 2014 | Europe | Market Research
Revolutionizing Customer Interaction: The Genesys and IBM Watson Group Partnership Raises the IQ of Cognitive Computing
$1,500.00 -
15 Sep 2014 | Europe | Market Research
A Telco Perspective: Competing with Mid-market Providers in the Cloud Contact Center Market
$1,500.00 -
12 Sep 2014 | Global | Market Research
Global RollupContact Center Systems Markets
Analytics Leads the Way for Growth in a Mature Market
This market analysis research provides market sizing and forecasts for premises-based contact center systems at a global level. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market forecasts by product segme...
$4,950.00 -
12 Sep 2014 | North America | Market Research
Adding Value and Managing Change in Todays Contact Center
Innovative solutions integrators (SIs) key to cloud, omnichannel, and IT management strategies
Customer contact systems integrators and value-added resellers or solutions integrators (SIs) are the linchpins in the contact center supply chain. Companies call on SIs to map out solution strategies and recommend and implement new and upgraded hardware and software and services. In turn, original equipment manufacturers (OEMs) and hosting pro...
$1,500.00 -
19 Aug 2014 | Latin America | Market Research
Work at Home Agents (WAHA) in the Latin American Market
Increased Productivity and Cost Reduction Attract Companies to this Growing Trend
Remote work has not yet been largely adopted in Latin America, especially due to the lack of specific legislation regarding this work modality and its use of information and communication technologies (ICTs). However, important companies in the region from different industry verticals have implemented the home-office model, partially or full-time, ...
$1,500.00 -
04 Aug 2014 | North America | Customer Research
Customer Engagement in Manufacturing in Europe and North America
The Current and Future Manufacturing Vertical
The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the manufacturing vertical. Email accounts for the highest share of customer interactions, ahead of LiveAgent voice, especially in Europe. More customer interactio...
$12,500.00 -
04 Aug 2014 | North America | Customer Research
Customer Engagement in Financial Services in Europe and North America
The Current and Future Financial Services Vertical
The overall objective of this research service was to look at the current and future adoption of various customer contact strategies, enabling technologies, and services, specifically in the financial services vertical. In terms of financial services, significantly more current customer interactions are taking place through email in Europe than in ...
$12,500.00
