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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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17 Dec 2014  |  South Asia, Middle East & North Africa  |  Market Research
Omnichannel Customer Interaction Solutions in India
Seamless Interactive Experience Leading to Customer Retention
Maintaining global competitiveness is a complex pursuit for enterprises across industry verticals. Intensifying competition in the business-to-consumer space, with decreasing customer loyalty and higher customer expectations, is proving to be a challenge for product and service providers. This market insight examines the emerging trends in the omni...
$1,500.00 -
10 Dec 2014  |  North America  |  Market Research
2014 North America Hosted/Cloud Contact Center Buyers Guide
Selecting the Right Cloud Solution Provider for Your Contact Center
The landscape for choosing a hosted/cloud contact center solution has become complex because of the variety of offerings from traditional contact center vendors, pure-play software as a service (SaaS) providers, telecom service providers, outsourcers, and system integrators. The purpose of this buyers guide is to provide enterprise organizations an...
$10,000.00 -
10 Nov 2014  |  North America  |  Market Research
2014 North American Contact Center Systems Buyer's Guide
Forging Partnerships Determines the Customer Experience
Choosing a contact center solutions partner is complex and poses dozens of options across systems, on-premise/cloud deployments, and business process outsourcers (BPOs). This Buyers Guide provides enterprise organizations with a fundamental assessment of contact center systems providers and their capabilities. The guide is divided into two section...
$10,000.00 -
10 Nov 2014  |  Europe  |  Market Research
Analysis of the EMEA Hosted Contact Centre Services Market
Multi-channel Interface Solutions Help Address Business Needs to Improve Customer Experience
Despite many economic challenges, a steady increase is being witnessed in the adoption of hosted contact center services in the EMEA market. The competitive landscape sees a mixed range of service providers, sharing a common goal of achieving greater market penetration. The changing landscape of the modern consumer (digitally connected, social medi...
$4,950.00 -
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  |  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 -
25 Jul 2014  |  North America  |  Market Research
Enabling Productive Human Capital
New Methods and Tools Help Companies Cope With Changing Workforces, Work Environments, and Regulations
Human capital management (HCM), encompassing human resources (HR), is evolving. Companies are hiring more workers than they shed as the economy emerges from the downturn. There are changes in demographics, in employee expectations, in how and where work is conducted, and in laws and regulations that impact employee benefits, management, and recru...
$1,500.00