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Information Technology
Information technology (IT) has been the single most instrumental factor in driving business growth across industry verticals in the last two decades. Today it has much larger implications. Organizations are under pressure to ensure that every decision they make for R&D to product development, from marketing to sales, from customer acquisition to service delivery-- there is agility, mobility and optimal customer experience.
The confluence of IT with connectivity is what will reshape our universe. The world will have least 80 billion connected devices by 2020. Hence IT morphs into Digital Transformation and is slated to disrupt just about every aspect of business; the way organizations interact with consumers and the way they discover new opportunities.
Frost & Sullivan’s Information Technology research and consulting programs look at conventional and unconventional technologies, services and changing business models, with specific focus on disruptors such as social, mobility, analytics, cloud (SMAC), cybersecurity, artificial intelligence, machine learning, big data, and IOT or the Internet of Things.
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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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 -
11 Dec 2013  |  North America  |  Market Research
North American Contact Center Outsourcing Market
Multichannel and Technology-enabled Solutions to Drive Growth
This market analysis provides market sizing and forecasts for the North American contact center outsourcing market. North American market revenue represents revenues derived from clients based in North America, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated and technology-based solutions. This mar...
$4,950.00 -
03 Dec 2013  |  North America  |  Market Research
Opportunities in a Mature Contact Center Market
Growth in Hosted ACD, Chat, and Integration with UC Systems
Frost & Sullivan forecasts that the total number of contact center seats will shrink from 4.1 million in 2012 to 4 million by 2017. Even so, there are opportunities for vendors in this mature market. For example, consider hosted solutions. Hosted delivery allows companies to cut costs by buying only the applications and capacity they need, an attra...
$1,500.00 -
03 Dec 2013  |  North America  |  Market Research
The Rise of Cloud-based Omni-Channel Customer Contact
Companies are Moving to Serve Customers Anytime, Anywhere Including Inside Stores
Todays customers expect companies to provide a consistent and high quality Customer Experience, regardless of channel, including walk-in retail. Omni-channel strategies that integrate the Web, contact center, and retail channels (and subject matter experts), are becoming increasingly prominent in pursuit of a quality Customer Experience. The di...
$1,500.00 -
18 Nov 2013  |  North America  |  Market Research
Analyzing Customers' Social Voices
Companies are Turning to Social Media Analytics to Gain Customer Insights
Social media contains information and insights that help companies identify issues, threats, trends, sales opportunities, and influential buyers. It provides knowledge about customers, partners, competitors, and employees, and it helps deepen customer and staff relationships. Social media analytics has emerged as a powerful tool to measure social-s...
$1,500.00