This is a demo store. No orders will be fulfilled.

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.

  1. 24 Dec 2021  |  Global

    Sales Automation Powers Sales Teams Globally, 2021

    Uncap Future Growth Potential With Sales Automation

    COVID-19 has caused tremendous disruption in sales globally. Customers are canceling contract renewals and ongoing deals, even as businesses are facing revenue losses. Sales employees, as well as vendor partners, are feeling threatened in this unprecedented environment. Therefore, businesses are being forced to look at newer and innovative ways to ...

    $2,450.00
  2. 23 Dec 2021  |  Global

    Marketing Automation Powers Businesses Post COVID-19 Globally, 2021

    Uncap Future Growth Potential With Marketing Automation

    The pandemic has been an essential influence for the increase in digital marketing among B-to-B and B-to-C companies. There has been an explosion in advertising on over-the-top (OTT) channels. Companies are embracing organic social media interactions and focusing on the omnichannel approach to the customer journey. With so many people on digital pl...

    $2,450.00
  3. 23 Dec 2021  |  Asia Pacific

    Evolution of Omnichannel Customer Engagement

    Digitalization Accelerates in an Omnichannel World – A Perspective on Asia-Pacific Region

    2020 created a perfect storm of challenges for the contact center industry. Organizations struggled to deliver on products and services since the COVID-19 pandemic broke out. During this uncertain time, it was even more important to listen and engage with customers and ensure the delivery of continued experiences. To address this, organizations had...

    $2,450.00
  4. 08 Dec 2021  |  Latin America

    Customer Experience Outsourcing Services Market in Latin America and the Caribbean

    CX Digitalization and Customer-Centric Initiatives are Driving Outsourcing Demand

    This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others overseas. In this sense, offshore service...

    $8,000.00
  5. 11 Nov 2021  |  Global

    Reimagine Customer Experience in Manufacturing

    How to Power End-to-End Personalized Engagements

    Investments in CX are Accelerating to Tackle COVID-19 Challenges in the Manufacturing Industry Businesses are often unable to keep up with the expectations of today’s sophisticated customers. Competition is a click away in this digital world, and social media can make or break a business. To compete in this environment, both B2C and B2B organizat...

    $1,500.00
  6. 08 Nov 2021  |  Europe

    European Customer Experience Outsourcing Growth Opportunities

    AI and Digital Technologies Drive Transformational Growth

    This research service provides an overview of customer experience outsourcing services in Europe and outlines drivers and restraints, market share by industry participant/ contact channel, revenue by market/service/vertical types, WAHA share, percent of technology adoption and bot-managed interactions. Market dynamics will favor global, technologic...

    $4,950.00
  7. 13 Oct 2021  |  North America

    Digital Customer Journey Analytics Provide a Hyper Personalized Customer Experience

    Enhancing ROI, Margin, Conversion, Branding, and Differentiation in Digital-born Businesses

    Digital customer journey analytics refers to capturing, aggregating, and analyzing customer data (e.g., frequency of online purchases) on digital channels that allow businesses to understand customers better, improve their experience, and make interactions more meaningful. Digital analytics tools provide organizations with the opportunity to gain a...

    $2,450.00
  8. 09 Aug 2021  |  Global

    Social Media Analytics Transforming Global Customer Experience (CX) Services

    Businesses are Integrating Customer Service and Social Media to Reach their Customers Faster and Through their Preferred Channels

    Social media analytics is the process of evaluating and examining data about conversations on social media platforms to understand customer preferences and gain competitive intelligence. Social media analytics can be predictive, prescriptive, or descriptive and help businesses understand different parts of a problem, thereby enabling them to tackle...

    $2,450.00
  9. 22 Jul 2021  |  North America

    Global Visual Engagement Tools Growth Opportunities

    Innovative Visual Communications Technologies Drive Transformational Growth

    Businesses are increasingly required to provide responsive and adaptable customer service by answering questions, solving problems, and giving advice to customers in a conversational, human, and effective way. With the increase in the number of smartphones and other connected devices with cameras, and millennials becoming a significant consumer seg...

    $2,450.00
  10. 08 Jul 2021  |  Asia Pacific

    Philippines Telecommunications Customer Experience Management Study 2021

    Benchmarking Industry Excellence in Delivering a Superior Customer Experience

    Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products and services, and various touchpoints. Frost & Sullivan evaluates the customer experiences of the telecommunications sector in the Philippines, examining the critical factors influencing customer behavior through...

    $4,950.00