Contact Centers

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...

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...

The current move in South Africa towards cloud computing represents an opportunity that Communication Service Providers (CSPs) can take advantage of in order to grow and protect their revenue streams. While CSPs have, until presently, mostly concentrated on transmission services as cloud carriers, it is imperative that they change their role to clo...

Latin American contact centers are supported by premises-based contact center applications; nevertheless, hosted services are emerging as an alternative solution. These services are owned and operated by third-party providers. This market insight analyzes the current hosted contact center applications market in Latin America. It examines key main d...

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.

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.

The use of social media to improve customer service is growing in Latin America. Indeed, both international and Latin American companies are extending their social media strategies. Today, many Latin American companies are setting the bar in social media best practices, receiving international recognition and accolades. This Market Insight research...

The contact center outsourcing services market witnessed growth in revenue and workstations in Argentina and Chile during 2011 and 2012. The economic downturn in Europe and United States slowed demand from existing customers abroad, especially for companies with offshore campaigns and telemarketing operations to Spain. This research service examine...

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...