http://www.frost.com/prod/servlet/svcg.pag/ITCR - Contact Centers Research en-us Market Engineering Research Service This study examines the trends in the contact center outsourcing services markets in Colombia and Peru and forecasts the market demand. It provides an extensive coverage of the services delivered both in each of the local markets and those provided from these countries to others overseas. As well, it shows the data for outsourcing offshore services alone, thereby excluding those offshore operations inhouse. Finally, within this study, revenues have been defined as those received by outsourcing companies for the provision of customer-agent interaction services in Colombia and Peru. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=NAA3-01-00-00-00 Mon, 30 Jan 2012 03:35:30 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=NAA3-01-00-00-00 Market Engineering Research Service This study examines the trends in the contact center outsourcing services markets in Argentina and Chile and forecasts the market demand. It provides an extensive coverage of the services delivered both in each of the local markets and those provided from these countries to others overseas. As well, it shows the data for outsourcing offshore services alone, thereby excluding those offshore operations inhouse. Finally, within this study, revenues have been defined as those received by outsourcing companies for the provision of customer-agent interaction services in Argentina and Chile. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=NA46-01-00-00-00 Mon, 30 Jan 2012 03:27:30 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=NA46-01-00-00-00 Market Engineering Research Service This study covers the contact center applications market in the Latin America and Caribbean. It breaks the market into sub-regions and application segments including ICR, IVR, Outbound, and APO. It also focuses on market challenges, drivers, restraints, and trends. The Latin American contact center applications market grew 3.0 percent from 2009, and it is proving a positive investment area, shown by an encouraging seven-year growth rate. The Andean region grew the most and will continue to grow in the near future, showing a compound annual growth rate (CAGR) of 6.6 percent. Backed by a CAGR of 8.0 percent, APO income will increase by a total of 71.7 percent in these seven years, indicating the highest growth perceived for the base year. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=NA80-01-00-00-00 Tue, 24 Jan 2012 09:50:31 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=NA80-01-00-00-00 Customer Research This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the banking industry across contact channels including: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1527. Companies benchmarked in this study include but are not limited to: Bank of America, Capital One, Chase Bank, Citibank, HSBC, JPMC, PNC Bank, SunTrust Bank, TD Bank, and Wells Fargo. Within the industry, the most popular contact channels are phone/live agent and website self-service. E-mail and IVR have been used by significantly fewer customers, while website chat with a live agent seems is a niche channel. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=N8E1-01-00-00-00 Fri, 30 Dec 2011 09:56:31 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=N8E1-01-00-00-00 Customer Research This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the airlines industry across many contact channels: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=567. Companies benchmarked in this study include but are not limited to: AirTran, Alaska, American, Continental, Delta, JetBlue, Southwest, United, and US Airways. Within the industry, the most popular contact channels are: website self-service and phone/live agent. E-mail is less popular, while phone/IVR and chat with live agent are niche channels. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=NA15-01-00-00-00 Fri, 30 Dec 2011 04:45:31 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=NA15-01-00-00-00 Customer Research This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the auto insurance industry across many contact channels including: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=1232. Companies benchmarked in this study included but were not limited to AAA, Allstate, Farmers, Geico, Liberty Mutual, Nationwide, Progressive and State Farm. Within the industry, the most popular contact channel is phone/live agent. Website self-service and e-mail were used by significantly fewer customers. Phone/IVR and website chat with live agent are niche channels. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=N8E0-01-00-00-00 Thu, 29 Dec 2011 11:29:30 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=N8E0-01-00-00-00 Customer Research This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the health insurance industry across many contact channels including: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=1157. Companies benchmarked in this study included but were not limited to Aetna, Anthem, Cigna, Government Medicare, Health Net, Humana, Kaiser Permanente, and United Health. Within the industry, the most popular contact channels is phone/live agent. Website self-service and e-mail were used by significantly fewer customers, while phone/IVR and website chat with live agent are least popular. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=N8DF-01-00-00-00 Thu, 29 Dec 2011 10:12:31 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=N8DF-01-00-00-00 Customer Research This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for health insurance, auto insurance, banking, airlines and telecom industries across the following contact channels: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=3000. Phone-live agent is a main customer contact channel for the telecom, auto insurance, and health insurance companies, while website self-service is a is a major contact channel for airlines. Overall, the most popular contact channels (website self-service and phone-live agent) receive the highest satisfaction ratings. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=N8CC-01-00-00-00 Tue, 27 Dec 2011 11:20:35 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=N8CC-01-00-00-00 Customer Research This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the telecommunication industry across many contact channels: live agent phone, IVR, email, chat, and Web self-service. A Web-based survey methodology was used for this study: N=1389. Companies benchmarked in this study include but are not limited to: AT&T, Comcast, Cox, DIRECTV, DISH Network, Qwest, Sprint Nextel, Time Warner Cable, T-Mobile, U.S. Cellular, and Verizon. Within the industry, the most popular contact channels are: phone/live agent and website self-service. Phone/IVR and e-mail were used by significantly fewer customers. Website/chat with live agent is a niche channel. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=NA14-01-00-00-00 Tue, 27 Dec 2011 04:45:31 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=NA14-01-00-00-00 Market Engineering Research Service The Asia Pacific contact center applications market 2010 study segments the contact center applications market across 14 countries in APAC by 8 different application segments including ACD, CTI, IVR, Outbound, Call Monitoring, WFM, Speech and Multimedia applications, providing market sizing and market share by application, by country. Trends are also provided based on technology adoption and adoption across different industry sectors as well as by size of contact centers. Market drivers and restraints are also discussed for each country in APAC. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=4P40-01-00-00-00 Mon, 26 Dec 2011 06:44:33 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=4P40-01-00-00-00 Market Engineering Research Service This study covers the state of the Indian contact centers market, examining drivers and restraints for growth, pricing, distribution, demand and geographical trends. Following from these, market growth for the market segments are forecasted. The base year is 2010 with forecasts running through 2017. It contains market sizing and forecasting in terms of number of contact centers, number of agents as well as number of agent positions at an overall India level. Trends are examined in terms of contact center model, verticals as well as by country serviced. Labour trends in terms of salary are also listed. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=P571-01-00-00-00 Fri, 23 Dec 2011 05:26:31 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=P571-01-00-00-00 Market Engineering Research Hosted solutions deliver significant cost savings and other business benefits for contact center organizations of all sizes. This market insight discusses some of the emerging trends in the hosted contact center market. It examines the adoption of available solutions, and the strategic planning considerations that contact center organizations need to keep in mind as they consider their infrastructure options. http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=9857-00-20-00-00 Mon, 12 Dec 2011 11:06:30 +0000 http://www.frost.com/prod/servlet/report-toc.pag?Src=RSS&repid=9857-00-20-00-00