Contact Centers

The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). The contact center and CX landscape was severely affected by the disruptions caused by the pandemic, which accel...

03 Mar 2022  |  Europe  |  Market Research

Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021

A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

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The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying sizes that offer solutions to companies and organizations across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, ed...

31 Jan 2022  |  Latin America  |  Market Research

Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2021

A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines

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The customer experience (CX) landscape is shifting rapidly. As enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator, this field is gaining more attention and greater investment priority. CX outsourcing services are becoming much more tech-intensive as emerging tools cre...

The Contact Center Outsourcing (CCO) Services Market in Latin America and the Caribbean experienced high growth, driven by solid performances in CaCar and Colombia, as well as the devaluation of the US Dollar against most Latin American currencies in 2017 (especially against the Chilean peso (15.5%) and the Brazilian reais (8.5%)). Frost & Sulliva...

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...

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...

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...

The Latin American Enterprise Communications Platforms & Endpoints and Video Conferencing Market achieved stability in 2017, after a tough 2016. Although the overall market is still behind 2015 marks in most variables, the progressive recovery of the Latin American economy is expected to fuel new investments in enterprise communications, as well as...

23 May 2018  |  North America  |  Market Research

Contact Center Market Opportunities for UC Solutions

Bridging the Divide Between the Contact Center and the Enterprise

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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...