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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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24 Dec 2021  |  Global  |  Mega Trends
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 -
23 Dec 2021  |  Global  |  Mega Trends
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 -
09 Dec 2021  |  Global  |  Customer Research
Digital Trends in the BFSI Industry Amidst COVID-19 and Beyond
Banking, Financial Services, and Insurance Customer Perspectives
The COVID-19 pandemic accelerated the move to digital channels, the cloud, and self-service customer care so financial companies could take advantage of new technologies to keep businesses running sans a staff yet maintain a satisfactory level of customer experience (CX). BFSI companies are focusing on improving digital experiences such as digital ...
$4,950.00 -
06 Dec 2021  |  North America  |  Customer Research
The Changing State of Retail Customer Care
Growth Opportunities Rise in the Dynamic North American Retail Market
The retail industry had undergone significant change in the past decade, witnessed by the shift from in-store to online shopping and digital engagement. Digital customer care rapidly expanded with new channels on the web, mobile apps, and social media, and older channels, such as chat and interactive voice response (IVR), embellished with new tech...
$4,950.00 -
11 Nov 2021  |  Global  |  Mega Trends
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 -
13 Oct 2021  |  North America  |  Mega Trends
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 -
05 Oct 2021  |  North America  |  Customer Research
Global Customer Perspectives on Contact Center Trends by Country
Impact of COVID-19 on Top Contact Center Markets
Frost & Sullivan surveyed 661 IT decision-makers around the globe to IT/Communications to gain a deeper understanding of the impact of COVID-19 and their plans to exceed CX expectations as the world recovers from the pandemic. COVID-19 accelerated the move towards self-service, allowing many companies to invest in technology that deflects calls...
$4,950.00 -
09 Aug 2021  |  Global  |  Mega Trends
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 -
22 Jul 2021  |  North America  |  Mega Trends
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 -
27 May 2021  |  North America  |  Mega Trends
Improving Customer Journeys with Biometric Authentication Systems
Biometric Technologies Enhance the Customer Experience While Complying with the Highest Security Standards
The global biometrics market is growing fast because of the ubiquity of some biometric modalities, such as fingerprint and facial recognition. The deployment of biometric technologies is increasing across different business sectors because of their ease of use, high security and assurance, and quick scalability. In recent years, businesses have ...
$2,450.00