Frost.com - Contact Centers Research http://www.frost.com/c/10341/home.do - Contact Centers Research Thu, 19 Oct 2017 17:25:44 Growth Opportunities in the European Customer Management BPO Market, Forecast to 2021 http://www.frost.com/prod/servlet/sublib/display-report.do?id=K0B5-01-00-00-00 The Context of Europe s Economy The European economy is a stark drama that continues to unfold in real-time, as Germany and Greece in particular try to come to terms with how to best move forward on the European project. In fact, negotiations between Greece and the European Union may turn out to be a turning-point for the Continent. Consider that in February, 2015, Greek finance minister Yanis Varoufakis wrote in The Guardian newspaper that, In 2008, capitalism had its second global spasm. The financial crisis set off a chain reaction that pushed Europe into a downward spiral that continues to this day. Europe s present situation is not merely a threat for workers, for the dispossessed, for the bankers, for social classes or, indeed, nations. No, Europe s current posture poses a threat to civilization as we know it. Regardless of one s views on the best medicine for Europe s ills, these are strong words that illustrate just how vexing the current European dilemma is. By late June, 2015, Greek banks had been shut down to avoid a meltdown and bailout talks with European creditors seemed frozen. Greek default and withdrawal from the euro seemed a real possibility. By mid-July, 2015, an accord of sorts seemed to have been reached, but with austerity for Greece as the theme. In any case, one wonders about the future of the European project going forward. The economy has had real effects on some BPO providers in Europe that focus on customer management. Consider Serco BPO in the UK. In 2015, just four years after having acquired Intelenet BPO for over $630 million in an effort to reduce Serco BPO s reliance on the UK and the public sector, that business was valued at a little over $400 million. By December, 2015, private equity firm Blackstone (which had owned the business from 2007-2011) announced that it had closed its deal to once again acquire Intelenet. What had once been Serco s private sector BPO business thus returned to using its original name, Intelenet Global Services. Serco BPO has therefore been dropped from this year s Europe Buyer s Guide The pace of exponential technological change is impacting a variety of industries. When it comes to Customer Management, innovations Customer Experience Analytics (CEA), Artificial Intelligence (AI), and machine learning have nothing less than transformational potential. How artificial intelligence (AI) in particular may influence the market going forward should be at the center of strategic planning, while the acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, should drive future strategy, particularly in M&A. For service providers, staying competitive in the delivery of services will necessitate blending technology with human beings in new and even perhaps disruptive ways. All providers should therefore be thinking hard about exponential technological change and its possible impacts. The big question is, how successful will BPO providers be in confronting the classic Innovator s Dilemma? New analysis from Frost & Sullivan's Digital Transformation practice entitled, "Growth Opportunities in the Europe Customer Management BPO Market" finds that providers that strategically pursue omnichannel capabilities and value-add technology solutions will have a competitive edge over providers that largely compete on cost, location, and labor arbitrage. Wed, 27 Sep 2017 00:00:00 +0100 Growth Opportunities in the North American Contact Center Systems Market, Forecast to 2021 http://www.frost.com/prod/servlet/sublib/display-report.do?id=K1AA-01-00-00-00 New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Contact Center Systems Market finds that despite healthy growth in the cloud contact center market, in 2016, the market for on-premises contact center systems recovered slightly after several years of decline. Contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. Inbound contact routing, outbound dialing and IVR systems showed less of a decline than in previous years. Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Analytics is of utmost importance to companies as they move towards providing omnichannel customer care and digital transformation. While traditionally divided between agent performance analytics and customer interaction analytics, developments include bridging between the two sets to improve the customer experience and worker experience, as improvements in one are reflected in benefits in the other and vice versa. New analytics offerings focus on customer journey analytics to provide insights into the customer journey and sentiment, to improve the customer experience, fuel proactive to customer outreach, and revenue generating opportunities. Tools such as speech analytics, combined with voice biometrics and other technologies, also are being used to for fraud detection and prevention. Additional advancements have been made in workforce optimization suites, social customer care and mobile applications, reinforcing emphasis on catering preferences of the Millennial consumer and worker, improving operational efficiencies and agent empowerment. This study also provides growth opportunities in emerging areas within analytics, such as robotic process automation, Big Data, machine learning, artificial intelligence, speech technologies, personalization technologies, IoT, and applications such as virtual assistants, chatbots, messaging bots, video, and Gamification. Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors. This study provides market share for 2016 solution providers in the premises-based contact center market, along with a forecast from 2016-2021. This analysis also presents some of the Customer Experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the Customer Experience. The study focuses on those growth insights which are the most relevant for 2017-2021 in North America, and highlights the trends and insights for select industries, business models and technology areas, including: Inbound Contact Routing Interactive Voice Response Automated Self-Service Outbound Dialing Workforce Management Call Recording Analytics Mon, 25 Sep 2017 00:00:00 +0100 Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021 http://www.frost.com/prod/servlet/sublib/display-report.do?id=K1A9-01-00-00-00 New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North America Hosted/Cloud Contact Center Market finds that the market for cloud contact centers continues to increase. The acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is driving future technology acquisitions. The study finds that contact center service providers (CCSPs) will need to improve the Customer Experience (CX), and contact center performance and productivity, through using a broadened set of analytics tools that incorporate new technologies, including machine learning (ML), Big Data, etc., with a more critical eye to simplicity and ease of use. This study provides market share for 2016 solution providers in the hosted/cloud contact market. Contact center analytics, quality monitoring, and recording were particular bright spots for growth, as companies seek to get the most out of their existing investments. Inbound contact routing, outbound dialing and IVR systems showed less of a decline than in previous years. Contact center analytics systems include speech analytics, multi-channel customer interaction analytics, and contact center performance analytics applications. Analytics is of utmost importance to companies as they move towards providing omnichannel customer care and digital transformation. While traditionally divided between agent performance analytics and customer interaction analytics, developments include bridging between the two sets to improve the customer experience and worker experience, as improvements in one are reflected in benefits in the other and vice versa. New analytics offerings focus on customer journey analytics to provide insights into the customer journey and sentiment, to improve the customer experience, fuel proactive to customer outreach, and revenue generating opportunities. Tools such as speech analytics, combined with voice biometrics and other technologies, also are being used to for fraud detection and prevention. Additional advancements have been made in workforce optimization suites, social customer care and mobile applications, reinforcing emphasis on catering preferences of the Millennial consumer and worker, improving operational efficiencies and agent empowerment. This study also provides growth opportunities in emerging areas within analytics, such as robotic process automation, Big Data, machine learning, artificial intelligence, speech technologies, personalization technologies, IoT, and applications such as virtual assistants, chatbots, messaging bots, video, and Gamification. Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors. This study provides market share for 2016 solution providers in the premises-based contact center market, along with a forecast from 2016-2021. This analysis also presents some of the Customer Experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the Customer Experience. The study focuses on those growth insights which are the most relevant for 2017-2021 in North America, and highlights the trends and insights for select industries, business models and technology areas, including: Inbound Contact Routing Interactive Voice Response Automated Self-Service Outbound Dialing Workforce Management Call Recording Analytics Fri, 22 Sep 2017 00:00:00 +0100 Analysis of the Latin American Contact Center Outsourcing Services Market, Forecast to 2022 http://www.frost.com/prod/servlet/sublib/display-report.do?id=K1B3-01-00-00-00 The Contact Center Outsourcing (CCO) Services Market in Latin America experienced high growth in the offshore segment, while the domestic business was negatively affected by the regional economic crisis. The United States consolidated as the main market for offshoring, while Latam-shore activities grew driven by Latin America companies looking to reduce costs while improving their customer experience. The arisen of new technologies for customer care such as cloud computing, analytics, speech recognition, omnichannel capabilities, digital services, intelligent IVRs, virtual agents and, more recently, artificial intelligence is requiring stronger investments to offer full-fledge services, as well as new skills and larger expertise in managing them. And at the same time, consumers are increasingly demanding high quality and seamless experiences from their providers. This scenario represents a unique opportunity for contact center service providers (CCSPs), since they specialize in customer experience management, are experts in the matter and can usually provide better quality of services than internal contact centers. Moreover, as the CCSPs often manage larger volumes than internal contact centers, they are able to more effectively amortize the investments in new technologies. Consequently, the most relevant competitive advantage of the CCSPs against the internal contact centers is evolving from a cost-saving standpoint, to being able to deliver a more robust customer experience services and attained higher customer satisfaction marks through best of breed technologies and enhanced processes. Growth is expected in this market for the forthcoming years, based on a now consolidated offshore segment, as well as the recovery of the local markets. However, the rise and fall of major CCSPs will be largely determined by their ability to play a bigger role in their client s path through the digital transformation. Tue, 12 Sep 2017 12:14:42 +0100 Change is the Only Constant: 2017 BPO Mergers and Acquisitions Update for North America http://www.frost.com/prod/servlet/sublib/display-market-insight.do?id=297842610 The North American Customer Care Outsourcing market is going through monumental changes that impact service delivery models, locations of delivery centers, and market strategies. Business Process Outsourcers (BPOs) in the customer care, support and sales arena are rapidly expanding their presence around the globe to serve new clients, acquire expanded language expertise and offer services from even more locations Wed, 6 Sep 2017 00:00:00 +0100