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ICMI/LiveOps Report, Facebook Messenger Raises Questions on Contact Center Value

A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the underlying value of having contact centers to support the Customer Experience. The report, “Own the Moments! Understanding the Customer Journey”, drawn from a survey of over 400 industry profe...

LogMeIn’s Rescue Lens Shows the Best Use of Video in the Contact Center

Video in the contact center has long been a “tomorrow technology”. It is an amazing and a cool tool, but its practical and financially justifiable applications somehow never seem to appear or catch on. Here’s why: there is no real value in looking at someone else’s face in most video business engagements, especially with contact center agents. Sor...

ROE(2) Instead of ROI for Measuring Marketing Results by Accounting for Customer Experience

I recently came across a thought-provoking article in AdAge that suggests replacing return on investment (ROI) with a new metric, ROE2 (return on experience x engagement) for measuring marketing results. The author, Andy Frawley, CEO of Epsilon, a global marketing company believes that the digital revolution has rendered ROI irrelevant because it h...

In the Chat’s Innovative Social and SMS Solutions

I had an interesting conversation the other day with John Huehn, founder and CEO of In the Chat, a customer contact solutions company based in Waterloo, Ontario, Canada’s tech hub. John’s company’s flagship product is ITC Enterprise, which has two very innovative solutions that meet key customer contact needs: ITC Enterprise Social Media. This ...

Samsung hopes to get back lost market share with new phones, will it be enough?

Yesterday (1st March 2015), on the first day at Mobile World Congress, Barcelona, Samsung announced two new phones S6 and S6 EDGE. These premium phones are Samsung’s latest bets to get back lost market share, especially from its key competitor, Apple. Samsung has made significant improvements in both the new phones from their previous generations...

SIO: Enabling Support Agents to Cost-Effectively Provide Excellent “Level 1-Plus” Support

Frost & Sullivan Principal Analyst Nancy Jamison made a powerful case for Support Interaction Optimization (SIO) in her recent blog, which references a white paper published on this topic. The blog and white paper discuss how SIO allows companies to resolve complex issues in less time and at less cost by providing agents with step-by-step guidance....

DiGi maintains its performance momentum and closes another year with 45% EBITDA margin

2014 turns out to be a remarkable year for DiGi, its revenues grew to RM 7.0 billion (y-o-y 4.2%) and maintained 45% EBITDA margin. During the year it added 426K new customers, however over 95% of them were in prepaid segment. Its voice revenues declined by 3.6 %, whereas data revenues grew by 16.5%. Top 5 things that drove DiGi’s annual results a...

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