Category: Call Centers
Call Centers market research reports by Frost & Sullivan
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CX Growth Opportunities in the Banking, Financial, and Insurance (BFSI) Industry 2024 to 2025
CX Growth Opportunities in the Banking, Financial, and Insurance (BFSI) Industry 2024 to 2025 Customer Perspectives The BFSI sector is in a disruptive state as customer needs and technologies rapidly evolve. Uncertain economic conditions make financial decisions more volatile. According the Frost & ... Read More
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ESG Initiatives in the Contact Center, 2024
ESG Initiatives in the Contact Center, 2024 Sustainability is Just the Start—Updating CCaaS Providers’ Opportunities Through Broader ESG Strategies Frost & Sullivan’s June 2022 study, Sustainability and Circularity Matters—Contact Center Growth Opportunities Under the ESG Umbrella (K747-76), focused ... Read More
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CX Growth Opportunities in the Energy Industry 2024 to 2025
CX Growth Opportunities in the Energy Industry 2024 to 2025 Customer Perspectives The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment across industries and to understand purchase trends. It also ... Read More
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A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines
Frost Radar™: North America Enterprise Cloud Contact Centers, 2024 A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines he North American cloud contact center market is in a mature stage with a diverse set of suppliers; the enterprise market c ... Read More
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Frost Radar™: North America Enterprise Cloud Contact Centers, 2024
Frost Radar™: North America Enterprise Cloud Contact Centers, 2024 A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines The North American cloud contact center market is in a mature stage with a diverse set of suppliers; the enterprise market ... Read More
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Frost Radar™: Unified Communications as a Service in Asia-Pacific, 2024
Frost Radar™: Unified Communications as a Service in Asia-Pacific, 2024 A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines Demand for unified communications as a service (UCaaS) continues to rise globally with the proliferation of cloud comm ... Read More
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Frost Radar : Unified Communications as a Service in Europe, 2024
The European unified communications-as-a-service (UCaaS) market is maturing quickly. This, combined with intensifying competition, is driving market participants to accelerate innovation and develop sustainable growth strategies. This Frost Radar™ analysis provides a perspective on key trends and as ... Read More
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Next Generation 911 (2024 Edition)
Next Generation 911 (2024 Edition) Driving Transformational Growth in the US Public Safety Sector, 2024 2028 NG911 represents an industry transformation that proactively enhances public safety by acknowledging and catering to citizens’ rapidly evolving demands, products, lifestyles, and technologies ... Read More
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Frost Radar™: Cloud Contact Centers in Asia-Pacific, 2024
Frost Radar™: Cloud Contact Centers in Asia-Pacific, 2024 A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines This Frost Radar™ has ranked the key companies in the Asia-Pacific cloud contact center services industry using their Growth and Inn ... Read More
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Frost Radar™: Unified Communications as a Service in North America, 2024
Frost Radar™: Unified Communications as a Service in North America, 2024 A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines Advanced market maturity is resulting in a slower installed base and revenue growth because of slower adoption among ... Read More
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CX Growth Opportunities in the Travel & Hospitality Industry 2024 to 2025
CX Growth Opportunities in the Travel & Hospitality Industry 2024 to 2025 Customer Perspectives In 2023, the pent-up demand for travel boosted spending in this industry to almost back to pre-pandemic levels. With increasing demand and the need to recoup revenue lost during the 2020-2022 pandemic res ... Read More
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Frost Radar™: Cloud Contact Centers in Latin America, 2024
Frost Radar™: Cloud Contact Centers in Latin America, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines This Frost Radar™ reveals the positioning of key companies in the Latin American cloud contact center as a service (CCaaS) industry ... Read More
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Frost Radar™: EMEA Cloud Contact Centers, 2024
Frost Radar™: EMEA Cloud Contact Centers, 2024 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines This Frost Radar™ reveals the contact center-as-a-service (CCaaS) industry leaders using their Growth and Innovation scores as highlighted in t ... Read More
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Sidestepping Mercurial Economic Headwinds to Innovate in the North American Retail Contact Center Sector
Sidestepping Mercurial Economic Headwinds to Innovate in the North American Retail Contact Center Sector Contact Center Growth Opportunities in North American Retail Along with healthcare, retail was one of the industries most impacted by the COVID-19 pandemic, which forced rapid change and innovati ... Read More
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Growth Opportunities in CX Transformation 2024 to 2025
Growth Opportunities in CX Transformation 2024 to 2025 Customer Perspectives The CX industry is in a disruptive state as IT decision-makers and customer contact leaders struggle with prioritizing and procuring budgets and persuading executives to align CX and corporate goals. There is a fear of fail ... Read More
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Advancements in Contact Center Workforce Optimization—Global
Advancements in Contact Center Workforce Optimization—Global Innovation Powered by AI Is Accelerating Contact Center Growth Opportunities Frost & Sullivan defines workforce optimization (WFO) as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and ... Read More
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Top 10 Growth Opportunities in Customer Experience (CX), 2024
Top 10 Growth Opportunities in Customer Experience (CX), 2024 The Customer Experience industry benefitted greatly from the COVID-19 pandemic, which shifted millions of agents to work-at-home (WAH) models and accelerated cloud contact center-as-a-service (CCaaS) adoption. In 2021 and 2022, investment ... Read More
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Asia-Pacific Contact Center Applications Tracker, 2023
Asia-Pacific Contact Center Applications Tracker, 2023 The Asia-Pacific contact center applications market grew by 6.9% in 2022 and is projected to grow at a compound annual growth rate (CAGR) of 4.4% from $881.9 million in 2022 to $1,193.5 million in 2029, driven by cloud migration, system upgrades ... Read More
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A Deep Dive into Customer Perspectives from the 2023 Customer Contact West MindXchange
A Deep Dive into Customer Perspectives from the 2023 Customer Contact West MindXchange The 19th Annual Customer Contact West: A Frost & Sullivan Executive MindxChange brought thought leaders from around the globe to Huntington Beach, California to tackle their challenges with other customer experien ... Read More
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Frost Radar™: Unified Communications as a Service in Europe, 2023
Frost Radar™: Unified Communications as a Service in Europe, 2023 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines This is an in-depth analysis of the top 21 growth and innovation leaders in the European unified communications as a service ... Read More
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Ready, Set, Go! The Race is on to Capitalize on Generative AI in the Contact Center
Ready, Set, Go! The Race is on to Capitalize on Generative AI in the Contact Center Generative AI s Impact on CX Includes Increased Competitive Intensity and Transformational Growth Generative AI (GenAI) has garnered huge interest and holds great promise for optimizing business operations by automat ... Read More
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Customer Experience Trends in the Manufacturing Industry: A Customer Perspective—Global, 2023–2024
Customer Experience Trends in the Manufacturing Industry: A Customer Perspective—Global, 2023–2024 Automating Business Processes, Customer Experience, and Employee Experience is the Top Priority Contact centers are crucial in manufacturing, serving as the primary interface between the manufacturer a ... Read More
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Growth Opportunities in the Global Network Services Industry, 2023
Growth Opportunities in the Global Network Services Industry, 2023 Multinational Corporations Need Global Partners for Flexible, Secure Networking to Enable Digital Transformations The global enterprise network services industry serves multinational corporations that operate in more than 50 countrie ... Read More
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Frost Radar™: Workforce Optimization Solutions, 2023
Frost Radar™: Workforce Optimization Solutions, 2023 A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines Workforce optimization (WFO) drives performance, agent engagement, and an improved customer experience (CX) in the contact center industr ... Read More
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CX Growth Opportunities in Travel & Hospitality: Global, 2023—A Customer Perspective
CX Growth Opportunities in Travel & Hospitality: Global, 2023—A Customer Perspective Pent-Up Demand Compels Businesses to Invest in AI and Automation The Travel and hospitality (T&H) industry was one of the hardest hit by the COVID-19 pandemic starting in 2020. Strict shelter-at-home regulations and ... Read More
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