Information & Communication Technologies


Growth 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
Update on the Contact Center Outsourcing Services Market in Latin America
Domestic Business Drives Growth in a Highly Concentrated Market
20 Feb 2014
Just What the Doctor Ordered
Leveraging the Power of Communications Technology to Improve Healthcare Customer Engagement
28 Jan 2014
Big Data Applications in the Contact Center: Opportunities and Challenges
Untapped Sources of Data Promise Hyper Intelligence for Customer Service
22 Jan 2014
From IVR to Automated Customer Interaction
Automated Interactive Customer Contact Solutions have a Strong Future if they are Deployed Wisely
08 Jan 2014
Opportunities in a Mature Contact Center Market
Growth in Hosted ACD, Chat, and Integration with UC Systems
03 Dec 2013
The Rise of Cloud-based Omni-Channel Customer Contact
Companies are Moving to Serve Customers Anytime, Anywhere Including Inside Stores
03 Dec 2013
Analyzing Customers' Social Voices
Companies are Turning to Social Media Analytics to Gain Customer Insights
18 Nov 2013
Collaborating to Improve the Customer Experience
Customer Collaboration is Emerging as an Effective Customer Sales and Support Tool
31 Oct 2013
The Sophisticated Virtual Agent
Changing the Face of Self-Service
17 Oct 2013
Integrating Social Media into CRM
Strategies and Tactics for Incorporating Social Comments and Influence into Customer Value
01 Oct 2013

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