Information Technology

This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Argentina and Chile in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others over...

This study examines the trends in the Latin American and the Caribbean (CALA) customer experience outsourcing (CX Outsourcing) services market and forecasts the market size in Brazil in particular. The report provides extensive coverage of services delivered in each local market and those provided from the CALA countries to others overseas. In this...

This research service provides an overview of customer experience outsourcing services in Europe and outlines drivers and restraints, market share by industry participant/ contact channel, revenue by market/service/vertical types, WAHA share, percent of technology adoption and bot-managed interactions. Market dynamics will favor global, technologic...

21 Oct 2021  |  Europe  |  Customer Research

Impact of COVID-19 on Healthcare Contact Centers

Acceleration in WAHA, Self-Service & Cloud Investments

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The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

In 2020, remote work and social distancing norms drove millions of businesses to cancel their brick-and-mortar events and shift to webinars and virtual events as an alternative to connect with distributed audiences. Driven by the long term, sustainable impact of distributed and hybrid work and adoption of digital channels, webinars and virtual eve...

This study provides the data collected through an online survey of 468 IT and telecom decision-makers across several customer size segments and diverse industries in Latin America. The survey was conducted during November and December of 2020. Respondents were qualified as follows: • IT/telecom decision-maker in organizations with 10+ emp...

As the Latin American contact center market keeps maturing, many customers are looking to the cloud to provide quicker access to enhanced features and as an attractive alternative to maintaining on-premises systems. During 2020, new and improved cloud contact center offerings were already available in the region, igniting adoption among customers f...

16 Jun 2021  |  Europe  |  Customer Research

Frost & Sullivan Cloud User Survey, European Edition, 2020

Survey Results Indicate the Impact of the Ongoing COVID-19 Pandemic on European Enterprises, their Technology Programs, and their Journey to the Cloud

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The 2020 Frost & Sullivan Cloud User Survey (European Edition) reveals the impact of the COVID-19 pandemic on European enterprises priorities and technology investments. Conducted in August 2020, the survey garnered responses from 434 IT and business decision-makers from 4 European countries, namely France, Germany, the United Kingdom, and Spain. ...

11 May 2021  |  Latin America  |  Customer Research

Latin-America Cloud User Survey, 2020

Strong Support, Simpler Processes, and Cloud Evangelism will Be Crucial for Successful Cloud Adoption and Implementation Post-Pandemic

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Latin American businesses continue to pursue the digital transformation they began several years ago, with a growing percentage of companies adopting new technologies and moving data and applications from on-premises data centers to the cloud. In fact, 2020 represented a tipping point for IT investments in the region, with companies splitting their...