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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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04 Mar 2022  |  North America  |  Mega Trends
Customer Experience Growth Opportunities for 2022
Digital Transformation, Artificial Intelligence, and Hyperautomation Trends will Continue to Redefine the Contact Center Landscape
A perfect storm of innovation occurs when unforeseen events or circumstances challenge human nature. Fall into a hole and you’ll find your way out. Take a truckload of lemons and go into the lemonade business. The English language is certainly peppered with colloquialisms that reflect this: “Desperate times call for desperate measures.” “...
$2,450.00 -
31 Jan 2022  |  North America  |  Mega Trends
Growth Opportunities for Global Stadiums, Ballparks, and Arenas
When the Customer Experience Is the Fan Experience Opportunity Abounds
Traditionally, the focal point of customer experience (CX) has been the contact center, but today’s contact center extends outwards across many channels, both digital and in-person. This has never been truer, as traditional brick-and-mortar establishments have been complemented by digital counterparts in the form of eCommerce and digital self-ser...
$2,450.00 -
23 Dec 2021  |  Asia Pacific  |  Tracker
Asia-Pacific Cloud Contact Center Solutions Tracker, 2021
Future Growth Potential of Cloud Migration due to the Need for Hybrid Delivery, Enhanced Omnichannel Capabilities, Optimized Resou
This research service examines the cloud contact center solutions market in Asia-Pacific. The cloud contact center market comprises full-suite hosted interactive voice response (IVR), automatic call distribution (ACD), chat, outbound, and agent performance optimization (APO) applications. The study analyzes the total market size in the base year 20...
$15,000.00 -
23 Dec 2021  |  Asia Pacific  |  Mega Trends
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 -
15 Dec 2021  |  Asia Pacific  |  Tracker
APAC Contact Center Applications Tracker, 2021
Digital, Omnichannel, Cloud Applications Drive Growth of Contact Center Solutions in APAC
The APAC contact center applications market generated $753.9 million in revenue in 2020, registering an annual growth of 4.8%. Though COVID-19 clouded the outlook at the beginning of the year, technology upgrades, cloud migration, and the adoption of analytics, automation, and self-service applications drove market growth. The market is set to grow...
$15,000.00 -
17 Nov 2021  |  Asia Pacific  |  Tracker
Asia-Pacific Customer Experience Outsourcing Services Market, Growth Forecast to 2027
Digitalization and Rightshoring Drive Renewed Growth for Customer Experience Outsourcing Services
The CX landscape is changing rapidly. Brands are realizing the importance of delivering excellent customer service as a competitive differentiator. Hence, the domain is gaining more attention and greater investment priority. The market is also becoming much more tech-intensive as emerging tools can create a seamless and an effortless CX while also ...
$15,000.00 -
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 -
28 Sep 2021  |  North America  |  Tracker
North American Contact Center Buyers Guide, 2021
Digital Transformation and Artificial Intelligence are Growth Opportunities that Spur a More Human Approach to Customer Care
New analysis from Frost & Sullivan's Information & Communication Technologies program presents some of the trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience in the next few years, and includes insights for selected industries, business models, and technology areas, including: • ...
$3,000.00 -
21 Sep 2021  |  North America  |  Tracker
North American Customer Experience Outsourcing Services Market Growth Opportunities
Digitalization and Automation Spur Outsourcing and Double-Digit Growth Rates
The CX landscape is changing rapidly. Organizations across the board are realizing the importance of delivering excellent customer service as a competitive differentiator. Hence, the domain is gaining more attention and greater investment priority. The market is also becoming much more tech-intensive as emerging tools are able to create a seamless ...
$4,950.00 -
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