Category: Call Centers
Call Centers market research reports by Frost & Sullivan
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Contact Center Digital Transformation in the Healthcare Industry: A Customer Perspective, Global, 2023 to 2024
Contact Center Digital Transformation in the Healthcare Industry: A Customer Perspective, Global, 2023 to 2024 Employee Engagement is the Top Corporate Objective Patients are consumers and expect excellent customer service for every product and service they buy. Patients invest in their health and s ... Read More
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Frost Radar™: Cloud Contact Center Services in Asia-Pacific, 2023
Frost Radar™: Cloud Contact Center Services in Asia-Pacific, 2023 The APAC cloud contact center solutions market is in the growth stage and generated revenue of $423.1 million in 2022, recording 19.4% growth year over year from 2021. Frost & Sullivan projects that the market will expand at a 12.8% c ... Read More
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Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024
Navigating Digital Transformation in Contact Centers—A Customer Perspective, Global, 2023 to 2024 Frost & Sullivan's annual survey of contact center solution decision-makers revealed that employee engagement is a top priority for contact center organizations in 2023. Organizations with more employee ... Read More
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Frost Radar™: Customer Relationship Management Software, 2023
Frost Radar™: Customer Relationship Management Software, 2023 Businesses want collaborative customer relationship management (CRM) software that unifies all resources related to a particular deal and customer, eliminating siloes between different customer-facing teams and departments. Most CRM vendo ... Read More
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Frost Radar™: Global Business Process Management Services, 2022
Frost Radar™: Global Business Process Management Services, 2022 The global business process management (BPM) services market is highly competitive and fragmented due to the influx of global and local IT services, BPM services, consulting services, contact center services, and digital solutions compa ... Read More
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Frost Radar™: North American Enterprise Cloud Contact Center Market—2022
Frost Radar™: North American Enterprise Cloud Contact Center Market—2022 The global CCaaS market generated revenue of $4.99 billion in 2021, a 21.6% increase from 2020. Frost & Sullivan projects that revenue will increase at a 13.2% compound annual growth rate to reach $9.29 billion by 2026. The Nor ... Read More
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Customer Experience Outsourcing Services Market in Europe, Forecast to 2028
Customer Experience Outsourcing Services Market in Europe, Forecast to 2028 The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for compa ... Read More
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Customer Experience Outsourcing Services Market in North America, Forecast to 2028
Customer Experience Outsourcing Services Market in North America, Forecast to 2028 The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives fo ... Read More
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Re-imagining the Retail Customer Experience, 2022
Re-imagining the Retail Customer Experience, 2022 The retail market for customer care offers significant growth opportunities. Despite being one of the most challenged markets at the start of the COVID-19 pandemic, the disruption created many silver linings, such as significantly reducing the compet ... Read More
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Digital Trends in Education–2022 Investment Plans Address Talent Shortage and Remote Learning
Digital Trends in Education–2022 Investment Plans Address Talent Shortage and Remote Learning Frost & Sullivan has identified that the education vertical is ripe for digital transformation and adoption of modern communications and collaboration technologies to improve operational efficiencies, impro ... Read More
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Sustainability and Circularity Matters—Contact Center Growth Opportunities under the ESG Umbrella
Sustainability and Circularity Matters—Contact Center Growth Opportunities under the ESG Umbrella Sustainability has become an important company mandate and competitive differentiator, driven by demand from customers, investors, and employees. Increasingly, contact center (CC) suppliers are publishi ... Read More
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Growth Opportunities for Communications, Collaboration and Contact Center Solutions in the Retail Industry
Growth Opportunities for Communications, Collaboration and Contact Center Solutions in the Retail Industry Retail sales are an important economic indicator because consumer spending reflects the strength of an economy and its fundamentals. Retailers are expected to invest in transformative technolog ... Read More
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CX Investment Predictions for 2022
CX Investment Predictions for 2022 In a customer survey of 1,210 IT and telecom decision-makers around the world and across verticals (with 58% of respondents in a senior management position), improving customer experience is ranked as the top business objective in 2022, followed closely by improvin ... Read More
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Frost Radar™: Asia-Pacific Cloud Contact Center Services, 2022
Frost Radar™: Asia-Pacific Cloud Contact Center Services, 2022 The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). ... Read More
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Customer Experience Growth Opportunities for 2022
Customer Experience Growth Opportunities for 2022 A perfect storm of innovation occurs when unforeseen events or circumstances challenge human nature. Fall into a hole and you’ll find your way out. Take a truckload of lemons and go into the lemonade business. The English language is certainly pepper ... Read More
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Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021
Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021 The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying sizes that offer solutions to companies and ... Read More
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Contact Center As a Service (CCaaS) Solutions Respond to Remote Workforce Requirements in Europe
Contact Center As a Service (CCaaS) Solutions Respond to Remote Workforce Requirements in Europe This research service examines the Contact Center as a Service (CCaaS) market in Europe. The CCaaS market comprises full-suite hosted interactive voice response (IVR), automatic call distribution (ACD), ... Read More
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Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2021
Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2021 The customer experience (CX) landscape is shifting rapidly. As enterprises across the board are realizing the significance of delivering excellent customer service as a competitive differentiator, this field is gaining mor ... Read More
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The Importance of Workforce Optimization in Modern and Agile Contact Centers
The Importance of Workforce Optimization in Modern and Agile Contact Centers This research study covers the workforce optimization market in the contact center space from a global lens. The study outlines the key elements present in a comprehensive WFO strategy as well as some of the main players in ... Read More
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Growth Opportunities for Communications, Collaboration and Contact Center Solutions in the Financial Services Industry
Growth Opportunities for Communications, Collaboration and Contact Center Solutions in the Financial Services Industry An important pillar of the global economy, the financial services industry is experiencing rapid and substantial transformation. Contact center, unified communications and collabora ... Read More
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