THE CHALLENGE - A leading provider of performance optimization software was considering strengthening its partnership with a particular automatic call distributor (ACD) vendor. However, without information regarding the ACD vendor's product road map and market expansion plans, the future growth trajectory was difficult to assess. The company commissioned Frost & Sullivan to address this challenge.

THE PROCESS - Frost & Sullivan's research and consulting teams leveraged its vast collection of existing syndicated research in the Contact Center service market, and gathered extensive information for the product road map by attending industry conferences and conducting periodic interviews with key executives in the space. Additionally, the team leveraged its comprehensive knowledge of the Contact Center market, as well as its network of industry contacts, to gather thorough, in-depth information for the client on a timely basis.

THE SOLUTION - Based upon the findings, Frost & Sullivan recommended that the performance optimization vendor deepen its relationship with the particular contact center vendor through joint product and marketing strategies. In part because of Frost & Sullivan’s support, this effort resulted in increased sales and market share the following year.