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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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17 Dec 2014  |  South Asia, Middle East & North Africa  |  Market Research
Omnichannel Customer Interaction Solutions in India
Seamless Interactive Experience Leading to Customer Retention
Maintaining global competitiveness is a complex pursuit for enterprises across industry verticals. Intensifying competition in the business-to-consumer space, with decreasing customer loyalty and higher customer expectations, is proving to be a challenge for product and service providers. This market insight examines the emerging trends in the omni...
$1,500.00 -
16 Dec 2014  |  Latin America  |  Market Research
Update on the Contact Center Outsourcing Markets in Latin America, 2014
Colombia, Mexico, and Central America & the Caribbean Drive Growth for the Region
The contact center outsourcing services market in Latin America is expected to attain growth through the end of 2014, driven by a strong performance from regions such as Colombia, Mexico, Central America & the Caribbean, and Peru. While domestic business in the region is predicted to grow at a moderate rate, the offshore services provided from Lati...
$1,500.00 -
10 Nov 2014  |  Europe  |  Market Research
Analysis of the EMEA Hosted Contact Centre Services Market
Multi-channel Interface Solutions Help Address Business Needs to Improve Customer Experience
Despite many economic challenges, a steady increase is being witnessed in the adoption of hosted contact center services in the EMEA market. The competitive landscape sees a mixed range of service providers, sharing a common goal of achieving greater market penetration. The changing landscape of the modern consumer (digitally connected, social medi...
$4,950.00 -
18 Sep 2014  |  Europe  |  Market Research
Web Real-time Communication (WebRTC): The Future of Contact Center Technology
$1,500.00 -
15 Sep 2014  |  Europe  |  Market Research
Revolutionizing Customer Interaction: The Genesys and IBM Watson Group Partnership Raises the IQ of Cognitive Computing
$1,500.00 -
15 Sep 2014  |  Europe  |  Market Research
A Telco Perspective: Competing with Mid-market Providers in the Cloud Contact Center Market
$1,500.00 -
19 Aug 2014  |  Latin America  |  Market Research
Work at Home Agents (WAHA) in the Latin American Market
Increased Productivity and Cost Reduction Attract Companies to this Growing Trend
Remote work has not yet been largely adopted in Latin America, especially due to the lack of specific legislation regarding this work modality and its use of information and communication technologies (ICTs). However, important companies in the region from different industry verticals have implemented the home-office model, partially or full-time, ...
$1,500.00 -
16 Jul 2014  |  Latin America  |  Market Research
Colombia and Peru Contact Center Outsourcing Services Markets 2014
Competitive Pressure Increases as More Competitors Enter the Markets
The contact center outsourcing services market in Colombia exhibited high revenue growth in 2013, again the fastest-growing marketplace in Latin America. This performance was driven by both domestic and the offshoring businesses, but the latter experienced the higher growth rate. The Peruvian market also experienced high growth this year, although ...
$3,950.00 -
04 Jul 2014  |  Europe  |  Market Research
EMEA Contact Center Systems Market
Analytics Leads the Way for Growth in a Challenging Market
This market analysis research provides market sizing and forecasts for premises-based contact centre systems sold in the EMEA region. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact centre analytics. The study provides market forecasts by product...
$4,950.00 -
03 Jul 2014  |  Latin America  |  Market Research
Latin American Contact Center Systems Market 2014
Companies are Shifting their Focus to Cloud-based Contact Center Solutions
Important companies have started to make significant investments in hosted and cloud contact center solutions. Other companies, however, have not yet witnessed the adoption of this new technology in the region, and continue to use on-premises solutions. This study covers the Latin American contact center systems market (Mexico, Brazil, Central Amer...
$6,950.00