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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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01 Apr 2015  |  North America  |  Market Research
WebRTC in Customer Service: Opportunities and Challenges
WebRTC promises to enhance omni-channel voice, video, and mobile Customer Experience
Web Real-Time Communications (WebRTC) is a powerful and evolving open source standard that may be the answer to customers and companies communications needs. WebRTC allows customers and agents to make and receive voice and video calls and share files within their browsers windows But customer contact organizations face challenges in fully capita...
$1,500.00 -
13 Mar 2015  |  Asia Pacific  |  Market Research
Analysis of the Asia-Pacific Hosted Contact Center Market 2013
Hosted Model Saw Continuous Growing Adoption in Emerging Markets
This research service includes analysis of the hosted contact center services market in the Asia-Pacific region. Market sizing and forecasting are provided for Asia-Pacific, in terms of seats and revenue. The competitive landscape is examined at the vendor level and at the service provider level. Regional analyses and forecasting are presented for ...
$20,000.00 -
04 Feb 2015  |  North America  |  Market Research
Growth Verticals: Customer Care Outsourcing North America
Challenges and Keys to Driving Greater Market Penetration
The market for outsourcing customer care in North America is fragmented and competitive. There are less than a dozen global Tier-I outsourcing firms that continue to dominate the industry. Our studies have concluded that in the next 3-5 years customer-care providers will be laser-focused on vertical growth. This Market Insight will focus on the to...
$1,500.00 -
22 Jan 2015  |  North America  |  Market Research
Profiling the Back Office Workforce Optimization Market
Powerful Tools to Unleash Hidden Productivity and Improve the Customer Experience
This Frost & Sullivan market insight provides the reader with an overview of and an introduction to the emerging Back Office Workforce Optimization (BOWFO) market. It defines BOWFO and how it works, and discusses the benefits of its use. It also analyzes market drivers and restraints in evolving BOWFO solutions. Finally, it profiles a few key compe...
$2,450.00