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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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30 Mar 2022  |  North America  |  Customer Research
CX Investment Predictions for 2022
Employee Engagement Elevated as a Business Priority
In a customer survey of 1,210 IT and telecom decision-makers around the world and across verticals (with 58% of respondents in a senior management position), improving customer experience is ranked as the top business objective in 2022, followed closely by improving brand equity. Companies recognize that maintaining brand loyalty becomes increasing...
$4,950.00 -
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 -
16 Oct 2017  |  North America  |  Market Research
End User Priorities for Customer Engagement, Global, 2018
Navigating Digital Transformation in Contact Centers
The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality. Technologies covered: • Interactive Voic...
$3,500.00 -
25 Sep 2017  |  North America  |  Mega Trends
Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021
Still Under Cloudy Skies, System Sales See Recovery
New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Contact Center Systems Market finds that despite healthy growth in the cloud contact center market, in 2016, the market for on-premises contact center systems recovered slightly after several years of decline. Contact center analytic...
$4,950.00 -
22 Sep 2017  |  North America  |  Mega Trends
Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021
Enhanced WFO and Analytics Fuel the Drive to Digital Transformation of Customer Care
New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Hosted/Cloud Contact Center Market finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, i...
$4,950.00 -
24 Aug 2017  |  North America  |  Market Research
North American Customer Relationship Management (CRM) Developments to 2022
Omnichannel Customer Experience (CX), Artificial Intelligence (AI), and the Internet of Things (IoT) Creating Opportunities
Customers are becoming more reliant on computer hardware, software, and services in their lives and work. And while customers have had to become more knowledgeable about the technologies they own, use, and access, there also have been critical changes to the customer support landscape. Meanwhile, today’s customers are more anxious and demanding o...
$1,500.00 -
24 Aug 2017  |  North America  |  Market Research
Customer Experience (CX)-Focused Contact Center Routing in North America, 2017
Evolving Customer Requirements, New Technologies, Changing Markets Drive Change
Customers have higher excellent CX expectations. They seek personalized short or no wait interactions with highly trained agents who are suited to serve their unique needs. Customers expect companies to understand the full context of their communications histories. They do not want to repeat information when switching channels, resuming conversat...
$1,500.00 -
25 Jul 2017  |  North America  |  Market Research
North American Contact Center Location Trends, Forecast to 2022
A Stronger Economy & High Customer Expectations Are Driving Growth, but Automation and Income Changes Loom
Economic growth, consumer and business spending, and growing customer expectations for excellent customer experiences (CXs) are spurring higher American and Canadian contact center demand. As a result, CX-sensitive higher valued omnichannel contact centers will be set up, expand, and stay onshore, and return from nearshore and offshore locations, ...
$1,500.00