End User Priorities for Customer Engagement, Global, 2018

Navigating Digital Transformation in Contact Centers
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Published: 16 Oct 2017

The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality. Technologies covered: • Interactive Voice Response (IVR), Natural Language Speech Recognition • Chat, Chat Bot (Interactive Text Response), Messaging Bot (Facebook, WeChat, etc.) • Internet of Things (IoT) • Live Agent Voice • Mobile Customer Care • Proactive Outbound • Social Media • Video, Video Kiosks • Virtual Assistant Text Chat, Virtual Assistant Voice • Web • Cloud/Hosted Contact Center Trends Frost & Sullivan aims to: • Understand the IT-related challenges organizations face today • Monitor the status of digital transformation including newer solutions such as Artificial Intelligence (AI) and XaaS. • Assess the current and future use of contact center technologies • Evaluate factors that drive investments in contact center technologies • Gauge IT and communications trends • Provide KPI data



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