Information Technology

This report provides an analysis of the market for the North American managed security services market. These network security services include some degree of proactive monitoring of the customers security environment, and may encompass protection against denial of service attacks, email viruses/worms, spam, and other various cyber maladies. This ...

Threat actors use DDoS attacks to block access to targeted websites for legitimate users. These attacks are becoming increasingly disruptive, frequent, and sophisticated. As a result, businesses require purpose-built solutions to detect and block the full array of DDoS attacks. Demand for DDoS mitigation solutions is growing, but the market faces a...

This market analysis research provides market sizing and forecasts for hosted contact center services. This includes public cloud services as well as dedicated hosted solutions. The segments covered are: hosted IVR, hosted ACD, hosted customer chat, hosted outbound contact, and hosted agent performance optimization (APO) applications. The study als...

This market analysis research provides market sizing and forecasts for premises-based contact center systems. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market forecasts by product segment, industry verti...

Self-service in customer care is moving to the web and social media as the Millennials take to mobile devices with a do-it-yourself mentality. However, by no means is the phone channel going away. When self-service fails them, customers turn to the contact center, which typically means journeying through that perennial front door, the Interactive...

The primary aim of this research is to gauge the usage trends of social networking within a business context, specifically related to internal and external communications. It covers drivers for social media use, prevalence of social media engagement, and management tool usage. Overall, 90% of respondents use social media for external communications...

Users have recognized the value of social media as a vital, reliable, and trustworthy business continuity and disaster recovery (BC/DR) channel. Social media is thus becoming a must have in a smart organizations emergency communications toolbox. Case in point: Belmar, New Jersey, a small, popular seaside community on the Atlantic Ocean, located...

In early November 2013, Frost & Sullivan conducted an online survey, followed up by a live focus group with about 20 C-suite executives from leading commercial payer organizations across the US. The goal was to gain insights into how the health insurance industry is approaching the use of analytics solutions going into 2014. Analytics solutions we...