Contact Centers

New analysis from Frost & Sullivan's Digital Transformation program presents some of the customer experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience. The study focuses on those growth insights that are the most relevant for 2020-2023 in North America, and highlights the tre...

Today, the experience economy is in full swing, strongly impacting organizations and their business models. In this new era, user experience is key to creating value. It is no longer just about the quality of a product or a service; it is about the emotions and experiences that clients have when they consume it. Firms from all sectors are increasin...

As technology adoption has skyrocketed, it has vastly changed the way that consumers engage with businesses across the industries, but never more than in the retail sector. Online shopping, web portals for deals and discounts, review sites allowing consumers to review, compare, praise and complain, and mobile loyalty apps are just a few of the chan...

The overall research objective is to measure the current use and future decision making behavior toward customer contact solutions primarily in the United States with a small sample from other regions. The technologies we covered include: customer journey analytics, elearning, quality monitoring, social media analytics, speech analytics, unified ag...

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...

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...

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...

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...

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...