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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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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
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...
$4,950.00 -
21 Dec 2021  |  Europe  |  Market Research
Frost Radar™: European Customer Experience (CX) Outsourcing Services, 2021
A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines
Customer experience (CX) is becoming the primary factor impacting customer loyalty and one of the most relevant business differentiators. In Europe, demand for outsourced CX services is growing steadily as end-users demand more responsive, personalized, and engaging experiences. Businesses must design and implement a superior end-to-end customer jo...
$4,950.00 -
02 Sep 2020  |  Global  |  Market Research
Digital Trends in the Retail Industry, Global, 2019–2021
Gain a 360 Degree Perspective on Critical Success Factors
The top digital transformation drivers for retailers over the next two years will be to improve customer experience (CX) and their marketing capabilities. Retailers will also leverage digital technologies to manage their supply chains and improve their operational efficiency. Internet of Things (IoT), augmented reality (AR), and artificial intellig...
$1,500.00 -
09 Jul 2020  |  Europe  |  Market Research
Frost Radar™: European Customer Experience Outsourcing Services, 2020
Benchmarking Future Growth Potential
The global customer experience (CX) outsourcing services market is challenged by commoditization. Consequently, outsourcers are deploying advanced technology-enabled solutions and working with partners from across the ecosystem to differentiate in the fragmented marketplace. Over the years, the focus has shifted from cost and labor arbitrage to cus...
$4,950.00 -
01 Jul 2020  |  Europe  |  Market Research
European Customer Experience Outsourcing Services, Forecast to 2024
Growing Customer Demand for Business Resiliency Will Increase Adoption of Outsourcing Services
The Customer Experience Outsourcing Services has undergone a significant shift in the last few years across the world and the European market is no different. The market in Europe is characterized by demand for specific languages, smaller markets, differences that may be unique to certain countries, and increasing demand for nearshoring, among othe...
$4,950.00 -
24 Jun 2020  |  Europe  |  Market Research
Frost Radar™: European Contact Center as a Service Market, 2020
Benchmarking Future Growth Potential
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 size that offer solutions to companies and organization across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, educ...
$4,950.00 -
12 Nov 2019  |  Global  |  Market Research
End User Priorities in Digital Transformation, Latin America, 2019
Gain an Understanding of Top Corporate Objectives & Critical Success Factors
The overall research objective is to measure the current use and future decision making behavior toward information technology (IT) in Latin America, specifically: Enterprise Mobility Management, eCommerce/mCommerce, Unified Communications & Collaboration (UCC), Infrastructure and Data Centers, Big Data and Analytics’ Omnichannel Marketing, Custo...
$3,000.00 -
27 Sep 2019  |  Global  |  Market Research
End User Priorities in Digital Transformation, Europe, 2019
Learn How IT Investments Drive Revenue Growth
Across industries, companies expect to increase their IT and Communications investments by 22Percentage. Almost 100Percentage of businesses in Europe have a digital transformation today; however, 19Percentage believe they are behind others on their journey. This is good news for technology vendors; however, the key to success is to gain a deeper un...
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22 Feb 2019  |  South Asia, Middle East & North Africa  |  Market Research
Indian Contact Center Applications and Services Market, Forecast to 2022
Businesses Seek New-age Contact Center Technologies Such as Analytics, Artificial Intelligence, and Advanced Workforce Management to Enhance Customer Experience
Almost all the businesses are gowing customer-centric and are building strategies revolving around their customers’ preferences. Companies that have failed to observe the trend have either ceased to exist or are witnessing a decline in growth. Organizations want to know what their customers think about their brands and want to understand the unde...
$1,500.00 -
22 Oct 2015  |  Europe  |  Market Research
EMEA Contact Center Systems Market
Analytics the Only Bright Spot in a Declining On-Premises Market
This market analysis research provides market sizing and forecasts for premises-based contact center systems in the Europe, the Middle East, and Africa (EMEA) region. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study pro...
$4,950.00