Industries

The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...

The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing ...

The overall research objective of this research service was to investigate the current and future outsourcing trends in the North American contact centers. Nearly half of the respondents outsource some customer care activities. Large contact center organizations are greater users of outsourcing than medium and small contact center organizations. Co...

The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers...

The main objective of this research service was to investigate the current use and future adaptation of cloud solutions in North American contact centers. Currently, about 50% of the contact centers in North America use hosted or cloud solutions, and that percentage is expected to reach more than 90% by 2016. Although small and medium contact cente...

The main objective of this research service was to investigate the current and future integration of customer interactions in the North American contact centers. Currently, one-third of the contact centers have been fully integrated to deliver seamless and consistent customer experiences across channels. By 2016, 54% expect to be fully integrated. ...

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 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 ...

This research service covers the global market for EFT POS terminals. Detailed market trend analysis including drivers, and restraints has been provided for each geographic region, i.e. North America, Latin America, EMEA and Asia-Pacific. Expansive unit shipment and revenue forecast analysis is presented for each of these geographic segments, for t...