Strategic Imperative
EXPLORE, LEARN, ANALYZE, AND GROW

Will YOUR Organization survive the Contact Centre Solutions Transformation?

  • Strategic
    Imperatives
  • Growth
    Gap
  • The Yellow Brick
    Road
  • Transformational
    Growth

Strategic Imperatives For Contact Centre Solutions

01

Meeting top 2023 business goals of improving employee experience by leveraging disruptive technologies that support workforce transformation and boost customer experience (CX).

02

Delivering seamless, omnichannel, and personalized CX is critical to address the need gap of 60% global businesses to meet evolving customer expectations and remain competitive.

03

Developing strategic self-service capabilities, seamless contact resolution, and frictionless channel transitions is crucial for smoother workflows and business processes.

GROWTH GAP

How do you shift from where you are to what you want to become? How do you fill the gap?

Based on those strategic imperatives the gap between where you are now and where you need to be to achieve transformational growth is daunting.

GROWTH CONTENT

Growth Opportunities for Contact Centre Solutions

Conversational artificial intelligence

Delivering deeper insights and automated processes with:

  • Conversational artificial intelligence (CAI) solutions
  • Natural language processing (NLP)
  • Emotion and sentiment detection
  • Analytics
ROI

Overhauling contact centers when ROI is proven to gain benefits such as:

  • Flexibility
  • Scalability
  • Quick and easy access to latest capabilities
  • Lower capital costs
brand loyalty

Imbibing empathy in contact center environments to:

  • Humanize customer interactions
  • Minimize attrition
  • Maximize brand loyalty
work-at-home contact centre

Minimizing flight risks of work-at-home agents with:

  • Seamless UCC technologies
  • Modern training modules
  • Access to the same contact center capabilities as in the office

Frost RadarTM

Benchmarking Your Future Growth Potential

Our work is focused exclusively on identifying the growth opportunities of the future and evaluating companies that are best positioned to take advantage of them. The Frost Radar™ is a robust analytical tool that allows us to evaluate companies across two key indices: their focus on continuous innovation and their ability to translate their innovations into consistent growth.

To discover how you benchmark
against competition

A PRACTICAL, HIGH IMPACT, SCALABLE TRACKING SOLUTION

Measure with The Growth
& Innovation Index

  • 2

    Major Indices

  • 10

    Analytical Algorithms

  • 1

    Platform

BEST PRACTICES RECOGNITION

Recognizing Excellence and Leadership in Contact Centre Solutions for 20 years

Our best practices analysis provides in-depth examination of successful strategies and tactics used by leading companies across all industries, and offers recommendations for implementation to drive performance and success

1
NICE

2022 Company of the Year Award- Contact Center Solutions, North America

Read More
2
Verint

2022 Customer Value Leadership Award—Employee Engagement in the Contact Center, North America

Read More
3
Teleperformance

2023 Competitive Strategy Leadership Award—BPO Outsourcing, Global

Read More
4
Thrio

2022 Technology Leadership Award—Contact Center Enabling Technology, North America

Read More
5
CareAR

2022 Technology Leadership Award—AR in Field Service Enabling Technology, North America

Read More
6
Upstream Works

2022 Customer Value Leadership Award—Contact Center Omnichannel Agent Engagement, North America

Read More
7
Edify

2023 Customer Value Leadership Award—CCaaS, Global

Read More
60 Years of
Experience
1800 Global Research
Analysts
GROWTH COMMUNITY

Connect with the Brightest Minds in Growth Innovation Leadership

Our community activates your success with our peer-to-peer network, peer meetings, annual growth events, executive roundtables, and access to inspiring activities such as our innovation workshops.

Join our exclusive community of like-minded professionals today.

Join Growth Community

Growth Council Think Tank Series

CX talent
Employee Engagement Strategies in Global Customer Contact

Is Employee Experience Surpassing Customer Experience as a Business Objective?

Competitive Strategy in Global Customer Contact

Strategies for Attracting and Retaining Top CX Talent in Contact Centers

Customer Strategy in Global Contact Center Solutions

How can you harness analytics to create actionable intelligence?

Limiting Your Business Growth
Growth Opportunities in Global Contact Center Solutions

Benefits of incorporating ESG goals into your CX and EX strategies

Technology Strategies in Global Contact Center Solutions

Creating super agents through AI

Technology Strategies in Global Contact Center Solutions

Integrating UX and CX to deliver a seamless service experience

AI e-commerce
Growth Opportunities in Global Contact Center Solutions

Why is AI an e-commerce game-changer?

cybersecurity
Technology Strategies in Global Contact Center Solutions

How can you create a robust security framework for a remote hybrid world?

Metaverse Impact life
Customer Strategy in Global Contact Center Solutions

How will the Metaverse transform the CX industry?

Cloud Data Centers
Technology Strategies in Global Contact Center Solutions

Strategies for managing Cloud migration in large contact centers

CX
Competitive Strategy in Global Contact Center Solutions

How can SMBs deploy innovative CX solutions to level the playing field?

GROWTH COACHING

Activate your transformational journey

Through growth coaching you will gain the tools necessary to develop powerful growth pipeline strategies that will fuel the future of your company.
Growth Coaches | Think Tanks | Growth Experts

Activate Now

Contact Centre Solutions Experts

A global team that is solving some of the world’s most complex business challenges

  • Brian Cotton
    Brian Cotton Growth Coach
  • Alpa Shah
    Alpa Shah Growth Expert
TRANSFORMATIONAL GROWTH

Growth for Leaders & Companies

Future Growth Potential

Maximized through collaboration

Growth Pipeline

Continuous flow of Growth Opportunities

Growth Strategies

Proven Best Practices

Innovative Culture

Optimised Customer Experience

ROI & Margin

Implementation Excellence

Transformational Growth

Industry Leadership

Exclusives

Elevating Customer-Centricity: How Next Gen Contact Center Solutions Empower Business Transformation

Revolutionizing Customer Experience and Employee Experience to Unleash Growth
With the advancements in artificial intelligence (AI), natural language processing (NLP), speech analytics, automation, and omnichannel communications, businesses have myriad options for delivering excellent customer experience (CX). However, customer expectations are higher than ever, and finding the perfect balance of automation and live agents to enable effortless interactions is becoming increasingly complex — How will your enterprise identify optimal technologies and collaboration tools to maximize performance, security, and cost-efficiency in customer contact?Contact Center Leaders

While improving CX continues to be a top priority at the company level, employee engagement has risen to the top of contact center objectives. Now, organizations with comprehensive employee engagement initiatives (from hiring and on-boarding, to training and retention) benefit through higher employee satisfaction (eNPS) and lower attrition. There is a high correlation between happy employees and loyal customers — But what makes customers happy in this digital era?

As digital channels reshape customer lifestyles, shopping habits, and communication patterns, the need for businesses to cohesively incorporate innovative technologies into workflows, employee engagement, and customer journeys is becoming more critical than ever before to maintain brand loyalty — What frameworks will help your organization identify the right key performance metrics to drive the best customer outcomes with these solutions?

Overcoming Growth Barriers in Customer Contact
By offering digital-first CX, organizations can effectively meet and exceed dynamic customer and employee needs more cost-effectively. However, embarking on the path to digital transformation in contact centers is not without its obstacles. In the quest for future-proof customer contact strategies, businesses encounter numerous growth barriers that can hinder their CX/employee experience (EX) progress. From technological hurdles, legacy platform integration, and automation challenges, to navigating the complexity of effective data management and workforce resistance, these barriers present formidable roadblocks that organizations must overcome to thrive against increasing competitive intensity. Moreover, this makes it imperative for businesses to embrace the right tools, keep pace with evolving customer demands, and strive to revamp traditional processes.

  • What growth strategies can your teams implement to overcome integration hurdles and remain competitive?
  • Which growth processes will help your organization thrive through this transformation the fastest?

Combating user frustration with non-personalized virtual agents by humanizing digital interactions and establishing meaningful connections with target audiences is more vital than ever before. In addition to speedy resolution and seamless interaction, there is a growing need for empathy and personalization, regardless of channel. This is spurring a paradigm shift in the contact center industry to create memorable experiences in self-service and live channels that compel customers to be loyal to the brand. The question that arises is — As new technologies and mega trends spark waves of innovation, are your teams aptly equipped to deliver exceptional CX across various touchpoints?

Agile Today, Thriving Tomorrow: Embracing Future-Proof Contact Center Strategies
If enterprises fail to embrace next generation contact center solutions, they risk falling behind their competitors. Outdated communication systems and practices can lead to dissatisfied customers and employees, decreased productivity, missed business opportunities, and ultimately, a decline in overall profitability. Moreover, the costs associated with maintaining legacy systems, inefficient processes, and the potential need for additional customer support resources can further strain a company’s bottom line— Which best practices will empower your contact centers to anticipate evolving customer needs and maximize revenue growth?

Today, choosing optimal tools and platforms to engage and empower employees is equally important for maximizing customer satisfaction and brand loyalty while minimizing costs. Considering these changes, traditional contact centers are no longer sufficient to meet the demands of tomorrow’s connected and tech-savvy customers. This implies that reactive customer service is evolving, to pave the way for more proactive and personalized processes Do you have a change management strategy in place to reap the benefits of digital transformation in customer contact?

The survival of customer contact solution providers hinges on their ability to continuously automate processes and harness disruptive technologies effectively. This calls for a fundamental shift in implementation strategies, as providers grapple to seize the right growth opportunities.

  • How will you keep pace with AI innovations to future-proof your solution portfolio and create differentiation?
  • Which business models will empower your teams to build recurring revenue pipelines, and how should your monetization strategies evolve?
  • To capitalize on emerging growth opportunities in customer contact, how do you identify the right partnership and collaboration action plans?

Are You Ready to Evaluate Your Customer Contact Alignment and Transform Your Business?
To navigate evolving business ecosystems, companies across the ICT continuum must identify and overcome crucial growth barriers. The key to success is finding the right opportunities that align with your growth vision and implementing the best-fit strategies. Frost & Sullivan has over six decades of experience in connecting global mega trends, emerging technologies, and new business models to drive radical growth. We help companies identify, evaluate, and prioritize best-fit opportunities that empower them to thrive through change.

Let us guide you through your transformation journey by working collaboratively with the ecosystem community of companies in the contact center solutions continuum. This journey is fuelled by four powerful components, ensuring your success in navigating industry changes:

  • Schedule a Growth Dialog with our team to dive deeper into transformational strategies and explore specific needs within your company.
  • Become a Frost Growth Expert in your area of specialization and share your expertise and passion with the community through our Think Tanks.
  • Join Frost & Sullivan’s Growth Council and gain access to think tanks focused on transformational growth strategies for contact center solutions.
  • Designate your company as a Company to Action to increase exposure to investors, new M&A opportunities, and other growth prospects for your business.

Start Your Transformation Journey Here

From Traditional to Transformational: Accelerating Innovation in Contact Centers to Vanquish the Growth Gap

The Contact Center and Customer Contact Transformation

Contact Center Leaders

From outdated, telephone-based call centers to new age contact centers, the world of customer contact is undergoing a massive transformation spurred by disruptive technologies, hybrid workplace models, and changing workforce dynamics. Omnichannel communication, cloud technologies, conversational artificial intelligence (AI), virtual agents, and generative AI (GAI), are revolutionizing the way businesses engage with their customers and employees. The evolution and convergence of these technologies is empowering contact centers of the future to automate tasks, personalize interactions, maximize customer satisfaction scores (CSAT), and integrate innovative self-service capabilities– Which growth processes will empower your organization to thrive through this transformation?

Today, delivering best-in-class customer experience (CX) is a critical factor for business growth, but contact centers must first master the complex layers of different technologies to handle and the diverse, demanding, and perpetually changing needs of customers. This makes it difficult for industry incumbents to hone in on optimal solutions to solve mission-critical problems – Are your teams equipped to navigate the intricacies of an ever-evolving customer contact value chain?

Bridging the Growth Gap in Customer Contact

While the contact center solutions industry holds immense potential, the actual realization of growth opportunities presents a challenge. This translates into a sizeable gap between the total addressable market (TAM) and serviceable available marker (SAM) in the customer contact landscape. This disparity can be attributed to various factors including enterprise-wide resistance to adopt new interaction methods, market fragmentation, technical limitations of legacy systems, budgetary constraints, and security concerns.

  • Has your business aligned its vision and team to capitalize on the opportunity universe emerging from this growth gap?
  • How will your organization differentiate itself by leveraging technology-enabled services/products that maximize customer value?

To avoid being a victim of customer contact transformation, CX solution providers are being pushed to re-visit investment strategies in technology, resources, training, and security. In a customer-centric culture, closing the growth gap in customer contact requires solution providers to evaluate the “people” part of the equation by integrating emotional intelligence into processes and technologies –What go-to-market strategies will make your contact center solution portfolio more accessible to businesses across different sectors?

Customer Contact Excellence: Pioneering the Future of Contact Centers Solutions

Contact centers have evolved into sophisticated hubs of engagement that play a pivotal role in shaping CX and fostering brand loyalty. Further, tackling the growing need for next-gen capabilities like AI-driven virtual agents, sentiment analysis, augmented reality support, and hyper-personalization opens new opportunities for providers seeking to future-proof their growth. Addressing these questions can help businesses bridge the growth gap and deliver enhanced CX.

  • The rise of automation – AI-powered chatbots and other disruptive technologies are increasingly being used to automate tasks in contact centers. This is freeing up agents to focus on more complex and value-added activities, like customer support. But they must perform as well or better than live agents – How will you identify the right technologies and collaboration tools to introduce automation in your customer contact solutions portfolio?
  • The shift to omnichannel – Customers are increasingly using multiple channels to interact with businesses. This is driving the need for contact centers to adopt an omnichannel approach, which allows them to provide support across varied channels, such as phone, email, chat, and social media – How will your teams implement innovative engagement strategies, ensuring exceptional and consistent experiences across multiple touchpoints?
  • The focus on personalization – Customers are demanding a more personalized experience. This is driving the need for contact centers to collect and use data to customize customer interactions – Do you have an action plan to identify best practices in delivering on customer contact personalization?
  • The need for efficiency and cost-savings – Businesses seek solutions that are easy to implement, manage, and use. Contact centers are under immense pressure to improve their efficiency and reduce their costs as providers grapple to thrive amid increasing competitive intensity – How will you incorporate self-service capabilities in your solution portfolios to maximize operational efficiencies?

Customer Contact Transformation: From Aspiration to Achievement

To navigate evolving business ecosystems, companies across the ICT continuum must identify and overcome crucial growth barriers. The key to success is finding the right opportunities that align with your growth vision and implementing the best-fit strategies.

Contact Center Leaders

Frost & Sullivan has over six decades of experience in connecting global mega trends, emerging technologies, and new business models to drive radical growth. We help companies identify, evaluate, and prioritize best-fit opportunities that empower them to thrive through change.

Let us guide you through your transformation journey by working collaboratively with the ecosystem community of companies in the contact center solutions continuum. This journey is fuelled by four powerful components, ensuring your success in navigating industry changes:

  • Schedule a Growth Dialog with our team to dive deeper into transformational strategies and explore specific needs within your company.
  • Become a Frost Growth Expert in your area of specialization and share your expertise and passion with the community through our Think Tanks.
  • Join Frost & Sullivan’s Growth Council and gain access to think tanks focused on transformational growth strategies for contact center solutions.
  • Designate your company as a Company to Action to increase exposure to investors, new M&A opportunities, and other growth prospects for your business.

Start Your Transformation Journey Here

Unlocking Success: The Power of Engaging with the Contact Center Solutions Ecosystem

The contact center solutions ecosystem is a vast and interconnected network of technologies, tools, and expertise designed to optimize customer interactions, enhance operational efficiency, and drive superior business outcomes. It encompasses cutting-edge software, artificial intelligence (AI), analytics, and an extensive array of communication channels, all of which are designed to transform the way organizations engage with your customers. To achieve these goals, engaging with the contact center solutions ecosystem is not just an option; it’s a strategic imperative — How is your organization leveraging this transformative opportunity to enhance your broader business objectives for sustained growth and success?

From Support Center to Strategic Hub: Leveraging the Contact Center Solutions Ecosystem
As organizations embark on this journey to explore the exciting potential of contemporary contact center solutions, it becomes abundantly clear that businesses have evolved far beyond the mere facilitators of customer interactions. For instance,

  • Is your Organisation Harnessing Data Insights Effectively? (Data Integration & Analytics)

The power of data is driving strategic decisions aimed towards improving the customer experience (CX). By harnessing data analytics and machine learning, businesses gain actionable insights into customer behavior and preferences, resulting in higher levels of customer satisfaction and loyalty. It’s not just about collecting data; it’s about deriving actionable insights from it — Are you leveraging data driven analytics within your contact center solutions to gain a deeper understanding of customer behavior, preferences, and pain points?

  • Are you Innovating and Futureproofing your Business Solutions? (Scalability and Flexibility)

As your business grows, so do the demands on your contact center. The ecosystem offers scalable solutions that can grow with your business, ensuring that you can adapt to changing customer needs and market conditions. The only constant in the contact center landscape is change — Are you continuously innovating, experimenting with new technologies, and future-proofing your solutions to stay ahead of the curve?

  • Is your Business Capitalizing on Disruptive Megatrends that help enhance Growth? (Seizing Disruptive Growth Opportunities)

By harnessing the potential of the contact center solutions ecosystem, which includes features such as omnichannel capabilities and integrated AI-driven analytics, businesses not only enhance operational efficiency but also improve the experiences of both your customers and agents — Are you keeping a watchful eye on industry evolution and adapting your strategies to align with market dynamics?

  • Does your Business Prioritise Integration? (Seamless Multichannel Engagement)

The Contact Center Solutions Ecosystem offers a wide range of communication channels, from voice calls and emails to chat, social media, and video, ensuring that you’re there for your customers wherever and whenever they need you. —  Are your systems and platforms integrated to provide a unified view of customer data, enabling agents to provide a consistent and personalized experience?

  • Is your Organization Adapting to Evolving Customer Expectations? (Personalization and Customer-Centricity)

The ability to deliver highly personalized experiences to customers is a significant CX differentiator. Utilizing data and AI, contact centers can tailor interactions, product recommendations, and support to individual customer preferences — Are you staying agile and adaptive, ready to pivot your contact center solutions as expectations change?

Recognizing Excellence: Frost & Sullivan awarded Upstream Works the 2023 Customer Value Leadership Award
Contact Center Leaders

Frost & Sullivan monitors how numerous factors have accelerated the need to improve employee experience (EX) and CX within the realm of contact center solutions. The rapid expansion of digital channels and demand for personalized interactions have placed greater pressure on contact centers to adopt innovative technologies and deliver seamless customer experiences.

Identified as the best in class contact center omnichannel agent engagement industry, Upstream Works excels in platform flexibility, prioritizing peak performance in the customer’s chosen environment. While many providers concentrate on proprietary agent desktops, Upstream Works was an early adopter of integrating contact center functions into leading CRM providers like ServiceNow and Salesforce. This approach empowers agents to work in their preferred environments, aligning with their comfort and preferences. Customers can seamlessly handle interactions within the Upstream Works desktop or choose contextually integrated data across various business applications used in the contact center.

Power your Contact Center Solution Transformation with Frost & Sullivan
Let us guide you through your transformation journey by working collaboratively with the ecosystem community of companies in the contact center solutions ecosystem. This journey is fuelled by four powerful components, ensuring your success in navigating industry changes:

  • Schedule a Growth Dialog with our team to dive deeper into transformational strategies and explore specific needs within your company.
  • Become a Frost Growth Expert in your area of specialization and share your expertise and passion with the community through our Think Tanks.
  • Join Frost & Sullivan’s Growth Council and gain access to think tanks focused on transformational growth strategies for contact center solutions.
  • Designate your company as a Companies2Action to increase exposure to investors, new M&A opportunities, and other growth prospects for your business.

Start Your Transformation Journey Here