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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06 Mar 2020 | Latin America | Market Research
The Transition to a Successful Work at Home Agent (WAHA) Model
Exploring Trends and Growth Opportunities for Latin American Providers
The remote work modality is rapidly becoming the norm among office workers throughout the globe. Remote work is a way to work outside the employer´s premise. One common alternative to on-site work stations is the home office. In this scenario, the employee uses their own house as a workplace, but working from cafes, co-working spaces or any other ...
$1,500.00 -
24 Apr 2020 | North America | Market Research
Addressing the Experience Delivery Gap
A Sine Qua Non for Making CX an Organization-wide Priority
Today, the experience economy is in full swing, strongly impacting organizations and their business models. In this new era, user experience is key to creating value. It is no longer just about the quality of a product or a service; it is about the emotions and experiences that clients have when they consume it. Firms from all sectors are increasin...
$1,500.00 -
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 -
06 Jul 2020 | Europe | Market Research
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 -
31 Aug 2020 | North America | Market Research
Contact Center Buyers Guide, North America, 2020
Business Agility, Flexibility, and Innovation Present Growth Opportunities in Changing Times
New analysis from Frost & Sullivan's Digital Transformation program presents some of the customer experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the customer experience. The study focuses on those growth insights that are the most relevant for 2020-2023 in North America, and highlights the tre...
$3,000.00 -
02 Sep 2020 | Global | Market Research
Digital Trends in the Retail Industry, Global, 2019–2021
Gain a 360 Degree Perspective on Critical Success Factors
The top digital transformation drivers for retailers over the next two years will be to improve customer experience (CX) and their marketing capabilities. Retailers will also leverage digital technologies to manage their supply chains and improve their operational efficiency. Internet of Things (IoT), augmented reality (AR), and artificial intellig...
$1,500.00 -
07 Sep 2020 | Europe | Market Research
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 -
05 Nov 2020 | Latin America | Market Research
Automation and Work-at-Home Transforming the Customer Experience Outsourcing Services Market in Latin America and the Caribbean, Forecast to 2025
New Paramount Importance of Remote Interactions Spur Novel Growth Opportunities
The customer experience outsourcing (CXO) services market was significantly hit by the COVID-19 pandemic in 2020, especially when measuring revenue in US dollars. However, the negative impact was not as great as in other economic sectors, as a couple of positive trends were accelerated by the COVID-19 crisis. Social distancing regulations across th...
$8,000.00 -
09 Nov 2020 | North America | Market Research
Top Takeaways from Frost & Sullivan’s Customer Contact Virtual
How Businesses Successfully Overcame COVID-19 Challenges
Frost & Sullivan launched the first ever virtual customer contact event. The new platform proved successful for an interactive Executive MindXchange, despite the obstacles COVID-19 created for such events. We had a full house, where the majority of people stayed engaged on the event platform throughout the program. Moving from session to session wa...
$2,450.00 -
24 Nov 2020 | Asia Pacific | Market Research
Customer Experience Outsourcing Services Market in Southeast Asia Boosted by the Experience Economy
The Need for Digital Technologies and Rightshoring Capabilities is Transforming the Industry
The experience economy is forcing organizations around the world to rethink how they do business. They can no longer simply focus on selling goods or providing services at a single point in time. Todays digitally savvy consumers demand constant connection and memorable experiences through easy access to information, ongoing interactions with brands...
$2,450.00
