Frost.com - Contact Centers Research http://www.frost.com/c/10341/home.do http://www.frost.com/c/10341/home.do - Contact Centers Research Frost & Sullivan Customer Engagement in North America, 2017 http://www.frost.com/prod/servlet/sublib/display-report.do?id=K062-01-00-00-00 http://www.frost.com/prod/servlet/sublib/display-report.do?id=K062-01-00-00-00 Frost & Sullivan defines Digital Transformation as the strategy and execution of harnessing digital assets and information across an organization, bringing all areas of the business into alignment with the needs of all stakeholders, including employees, customers, prospects, suppliers, distributors and partners. It is as much a mindset as it is a change in technology and its use. This is an age where customer loyalty increasingly is in question. Nowadays, consumers associate the brand with the experience forcing companies to innovate on how they engage, nurture, and retain customers. It requires a new way of thinking and the sometimes destruction of the status quo to create new models of engagement. This analysis presents some of the trends that Frost & Sullivan believes will shape, grow, and influence customer experience management. The study focuses on the growth insights which are the most relevant for 2017 in North America. Wed, 21 Jun 2017 00:00:00 +0100 Latin American Cloud Contact Center Market, Forecast to 2022 http://www.frost.com/prod/servlet/sublib/display-report.do?id=K19E-01-00-00-00 http://www.frost.com/prod/servlet/sublib/display-report.do?id=K19E-01-00-00-00 Latin America cloud contact center market revenue is expected to increase from $37.7 million in 2016 to $213.5 million by 2022, at a compound annual growth rate of 33.5%. This outlook considers the growth potential of hardware, software, connectivity, and services, and of primary verticals. The base year is 2016 and the forecast period is from 2017 to 2021. For the purposes of this research, cloud contact center is a network-based service, where either a vendor or a third party (e.g., a service provider or an integrator) owns, maintains, and manages a multi-tenant or multi-instance contact center technology platform, accessed by users through their Internet browser. The revenue forecasts do not include equipment or installation costs incurred by enterprise customers. The study covers both multi-tenant and multi-instance cloud contact center services, but it does not include premises-based multi-instance solutions or hosted single-tenant solutions. Primary research included extensive interviews with CEOs, vice presidents, directors, and other executives. Forecasts were based on information in the Frost & Sullivan knowledge base, a modeled analysis of the impacts of various drivers and restraints over the forecast period across Latin America, and modeled demand analysis. These data triangulation and market breakdown procedures were employed to complete the overall market engineering process and to arrive at the exact statistics for all segments. The Latin American cloud contact center market ecosystem comprises vendors, integrators, and service providers offering cloud contact center technologies. Companies include Genesys, InConcert, Crossnet, Sixbell, Wittel, Vocalcom, Plusoft, e-Contact, Five9, NICE, among others. The study presents market drivers and restraints through 2022. It provides insights regarding growth opportunities and emerging trends that will affect market participants over the forecast period. Key questions this study will answer: In what stage is the market, and at what rate will it grow in the next 6 years? What is the industry status within the Latin American countries? Which countries present the greatest opportunities? What are the key drivers and restraints for growth within Latin America? How will the structure of the market change over time? Which are the key competitors to watch? In which speed are different industry verticals adopting the cloud? How will each of the applications markets evolve in the short and medium term? Tue, 13 Jun 2017 07:53:01 +0100 Top Information and Communication Technologies, 2017 http://www.frost.com/prod/servlet/sublib/display-report.do?id=D7BF-01-00-00-00 http://www.frost.com/prod/servlet/sublib/display-report.do?id=D7BF-01-00-00-00 The proliferation of digital technologies has remained substantial over the past two decades. With intelligence being seen as the next evolution post digitization, disruptive technology innovations in the ICT space are being developed around the world and have deeply permeated various applications and markets. The research service delves deeper into information and communication technologies from various technology and market attractiveness metrics such as innovation landscape, patent, funding, market potential, applications impact, regional adoption and disruptive potential. Technologies covered in this report include: Artificial Intelligence, Blockchain, 5G, Cyber Security, Mixed Reality, Natural Language Interaction, Small Data, Hyper-Converged Systems, XaaS (Everything-as-a-Service) and Robotics Process Automation. Fri, 28 Apr 2017 00:00:00 +0100 Traditional Corporate Social Responsibility is Out!: BPOs Transforming Employee Engagement into a Competitive Advantage http://www.frost.com/prod/servlet/sublib/display-market-insight.do?id=297537921 http://www.frost.com/prod/servlet/sublib/display-market-insight.do?id=297537921 This Frost Perspective will explore how large Business Process Outsourcers (BPOs) are redefining and expanding traditional Corporate Social Responsibility (CSR) to deeply engage their agents and employees within the local communities they serve. Much more than a company call for donating to a favorite charity, the focus is on employee voluntarism, feeding children, caring for the environment Mon, 24 Apr 2017 00:00:00 +0100