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...

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...

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...

This study analyzes the market opportunity for Internet of Things (IoT)-based solutions in the customer support function across the enterprise and consumer segments. Research scope - The study offers an overview of the various customer support areas that can leverage IoT-enabled solutions. - The research identifies and analyzes drivers and challe...