Information & Communication Technologies


Market Insights - Contact Centers

This total service encompasses all of the research services completed by the Contact Centers Group. Frost & Sullivan offers total market subscriptions for each of the major industry sectors.

Title Published
End User Priorities for Customer Engagement, Global, 2017
Navigating Digital Transformation in Contact Centers
16 Oct 2017
Customer Experience (CX)-Focused Contact Center Routing in North America, 2017
Evolving Customer Requirements, New Technologies, Changing Markets Drive Change
24 Aug 2017
North American Customer Relationship Management (CRM) Developments to 2022
Omnichannel Customer Experience (CX), Artificial Intelligence (AI), and the Internet of Things (IoT) Creating Opportunities
24 Aug 2017
Critical and Actionable Customer Experience (CX) Trends, 2017 Part 2
Key Developments to Drive Growth-Enabling Strategies and Tactics
18 Aug 2017
North American Contact Center Location Trends, Forecast to 2022
A Stronger Economy & High Customer Expectations Are Driving Growth, but Automation and Income Changes Loom
25 Jul 2017
Critical and Actionable Customer Experience (CX) Trends, 2017 Part 1
Key Developments to Drive Growth-Enabling Strategies and Tactics
20 Jul 2017
Robotic Process Automation Market Outlook for Customer Care, 2017
Taking Advantage of Breakthroughs in Speech Technologies, Artificial Intelligence, and Machine Learning Can Power Up the Contact Center
28 Jun 2017
Configuring, Pricing, and Quoting (CPQ) for Growth, 2017
Rising Customer Demands, Internet of Things, Augmented Reality/Virtual Reality, Creating Opportunities
26 Jun 2017
Europe Contact Center Outsourcing Buyer’s Guide, 2017
26 Providers in a World of Exponential Change
05 May 2017
Virtual Assistant Invasion—Will They Take Over the Contact Center
Advancements in Speech Technologies, Big Data and AI Unlock Growth Potential for Customer Care
15 Dec 2016

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