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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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18 Dec 2020  |  Europe  |  Mega Trends
AI-powered Voicebots Turbocharging European Customer Journeys, 2020
Voicebot-enhanced Customer Experiences to Create New Opportunities for European Businesses
The voicebots market is still in its early stages in Europe but is one of the fastest-growing within the field of information and communication technology (ICT). By enhancing customer interactions and customer experience (CX), voicebot offerings seem ready to become one of the most valuable business solutions in the CX space. Latest advances in ar...
$2,450.00 -
07 Sep 2020  |  Europe  |  Mega Trends
Contact Center as a Service (CCaaS) Solutions Energize the European Customer Experience Space, 2020
CCaaS Solutions Inject Agility into the Customer Journey and Enable Organizations to Pivot and Recover from Disruption
This study examines the cloud-based contact center (CC) solutions market in Europe. In the past, Frost & Sullivan has done combined studies for contact center on-premise solutions, hosted, and cloud solution markets. However, this year the studies are separated. This study is based on extensive primary and secondary research. This study finds tha...
$4,950.00 -
09 Jul 2020  |  Europe  |  Market Research
Frost Radar™: European Customer Experience Outsourcing Services, 2020
Benchmarking Future Growth Potential
The global customer experience (CX) outsourcing services market is challenged by commoditization. Consequently, outsourcers are deploying advanced technology-enabled solutions and working with partners from across the ecosystem to differentiate in the fragmented marketplace. Over the years, the focus has shifted from cost and labor arbitrage to cus...
$4,950.00 -
06 Jul 2020  |  Europe  |  Mega Trends
European Customer Experience Outsourcing Services Market, 2020
Integration of Advanced Technologies Transforms Customer Experience Outsourcing Services by Enhancing Efficiency and Effectiveness
The customer experience (CX) outsourcing services market has undergone a significant shift in the last few years. The market in Europe is characterized by demand for specific languages, small regional sectors, different requirements unique to certain countries, and increasing demand for nearshoring. Evolution in the outsourcing industry has led to...
$3,000.00 -
01 Jul 2020  |  Europe  |  Market Research
European Customer Experience Outsourcing Services, Forecast to 2024
Growing Customer Demand for Business Resiliency Will Increase Adoption of Outsourcing Services
The Customer Experience Outsourcing Services has undergone a significant shift in the last few years across the world and the European market is no different. The market in Europe is characterized by demand for specific languages, smaller markets, differences that may be unique to certain countries, and increasing demand for nearshoring, among othe...
$4,950.00 -
24 Jun 2020  |  Europe  |  Market Research
Frost Radar™: European Contact Center as a Service Market, 2020
Benchmarking Future Growth Potential
The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying size that offer solutions to companies and organization across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, educ...
$4,950.00 -
22 Oct 2013  |  Europe  |  Market Research
EMEA Contact Centre 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 -
16 Oct 2013  |  Europe  |  Market Research
EMEA Hosted Contact Centre Market
Robust Growth Despite Challenging Economic Conditions
This market analysis research provides market sizing and forecasts for hosted contact centre services in the Europe, Middle East and Africa (EMEA) region. Hosted solutions include public cloud services and dedicated hosted solutions. The segments covered are: hosted IVR, hosted ACD, hosted customer chat, hosted outbound contact, and hosted agent pe...
$4,950.00 -
29 Aug 2013  |  Europe  |  Market Research
Technology and Human Capital: Future Directions for Customer Service
Future Directions for Customer Service
All customers are not equal. Some customers are more profitable than others. Therefore, companies need to spend more to serve and retain the profitable customers. In essence, companies should understand the profitability of different segments of its customer base. And yet few companies actually measure the profitability of its different custome...
$1,500.00 -
26 Aug 2013  |  Europe  |  Market Research
Finding and Retaining Profitable Customers: Insights from the Telecommunications Industry
Finding and Retaining Profitable Customers
Telecom service providers are poised to deliver a positive Customer Experience (CE) if they mobilize their resources to enhance their Customer Understanding (CU) and act on this enhanced understanding to transform their key business processes (such as trouble to resolve, time to market, and lead to cash). Innovation needs to be institutionalised in...
$1,500.00