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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 Nov 2020  |  Asia Pacific  |  Mega Trends
Customer Experience Outsourcing Services Market in Southeast Asia Boosted by the Experience Economy
The Need for Digital Technologies and Rightshoring Capabilities is Transforming the Industry
The experience economy is forcing organizations around the world to rethink how they do business. They can no longer simply focus on selling goods or providing services at a single point in time. Todays digitally savvy consumers demand constant connection and memorable experiences through easy access to information, ongoing interactions with brands...
$2,450.00 -
06 Nov 2020  |  Asia Pacific  |  Market Research
Frost Radar™: Australia Cloud Contact Center Services, 2020
A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines
Australia has one of the most mature cloud contact center markets in Asia-Pacific with high awareness levels and increased deployments. While the use of legacy on-premises contact center systems is prominent, a growing number of organizations are seeking to shift to the cloud to cope with the new market requirements. Cloud contact centers enable or...
$4,950.00 -
05 Nov 2020  |  Latin America  |  Mega Trends
Automation and Work-at-Home Transforming the Customer Experience Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2025
New Paramount Importance of Remote Interactions Spur Novel Growth Opportunities
The customer experience outsourcing (CXO) services market was significantly hit by the COVID-19 pandemic in 2020, especially when measuring revenue in US dollars. However, the negative impact was not as great as in other economic sectors, as a couple of positive trends were accelerated by the COVID-19 crisis. Social distancing regulations across th...
$8,000.00 -
31 Aug 2020  |  Asia Pacific  |  Market Research
Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services Market, 2020
A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines
Customer experience (CX) continues to be recognized as a distinct business function and takes center stage in many business strategies. Contact centers play an important role in helping companies acquire and retain customers. Contact centers can be perceived as the face of an organization: a hub of customer service and engagement, and the focal poi...
$4,950.00 -
06 Mar 2020  |  Latin America  |  Market Research
The Transition to a Successful Work at Home Agent (WAHA) Model
Exploring Trends and Growth Opportunities for Latin American Providers
The remote work modality is rapidly becoming the norm among office workers throughout the globe. Remote work is a way to work outside the employer´s premise. One common alternative to on-site work stations is the home office. In this scenario, the employee uses their own house as a workplace, but working from cafes, co-working spaces or any other ...
$1,500.00 -
29 Jan 2020  |  Asia Pacific  |  Market Research
Cisco Asia-Pacific, Japan, and China (APJC) Contact Center Analyst Day and Symposium, 2019
Cisco Weaving Artificial Intelligence (AI) Technologies to Drive Contact Center Success
Cisco Asia-Pacific, Japan, and China (APJC) Contact Center Analyst Day 2019 and Contact Center Symposium were held from 11 to 13 November in Sydney, Australia. The events brought together Cisco contact center executives, industry subject matter experts (SMEs), partners, and customers facilitating the conversation on the rising role of cloud in the ...
$1,500.00 -
30 Dec 2015  |  Asia Pacific  |  Market Research
Asia-Pacific Contact Center Outsourcing Market
Market Continues to Grow, though the Pace has Slowed Down
The research service includes analysis of the contact center outsourcing market in Asia-Pacific. Market sizing and forecasting are provided in terms of both seats and revenue. Revenue forecast is provided for 13 countries within the total Asia-Pacific market including Australia, China, Hong Kong, India, Japan, Malaysia, New Zealand, Indonesia, the ...
$20,000.00 -
30 Oct 2015  |  Latin America  |  Market Research
Latin American Contact Center Systems Market 2015
Analytics, Workforce Management, and Quality Monitoring will Leverage Market Growth by 2020
This research services provides market sizing and forecasts for premises-based contact center systems in Latin America. The product segments covered include: inbound contact routing, interactive voice response (IVR) and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market f...
$4,950.00 -
16 Sep 2015  |  Asia Pacific  |  Market Research
Analysis of the Asia-Pacific Contact Center Applications Market
Omni-channel Integration Consolidates Communication Platforms
Contact centers are actively transforming from call centers to customer engagement centers. This study breaks down the contact center applications market across 14 countries in Asia-Pacific based on 8 application segments: ACD, CTI, IVR, outbound systems, call monitoring, WFM, speech technology, and multimedia systems. It presents the market sizing...
$25,000.00 -
27 Jul 2015  |  Asia Pacific  |  Market Research
Asia-Pacific Data Center and Cloud Computing Market Update
The Rise of Hybrid IT and the Cloud-enabled Technologies
This market insight identifies the current state of the market in terms of opportunities for service providers over the next 5 years. It also highlights the leading trends characterizing the data center and cloud computing market that are expected to remain dominant over the next 5 years. Key recommendations are provided for service providers to ta...
$3,950.00