Growth Opportunities in the North American Contact Center Market, Forecast to 2022
Engaging the Customer and Employee Uplifts the Customer Experience
  • New analysis from Frost & Sullivan's Digital Transformation program titled Growth Opportunities in the North American Contact Center Market finds that the market for contact centers continues to increase. For cloud, the acceleration of omnichannel and digital transformation, coupled with the C-suite demands for stronger and swifter growth, is driving future technology acquisitions and investments. 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.

    The market for on-premises contact center systems remains relatively flat. However, 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.

    This study provides market share for 2017 solution providers in both the hosted/cloud and contact center systems market, along with a forecast from 2017-2022.

    This analysis also presents some of the CX trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the Customer Experience. Chief among these are the drive for omnichannel service delivery, and developments in the use of advanced technologies for self service, such as machine learning and AI, that will drive superior customer experiences. In addition, there is a keen focus on workforce engagement management to address the persistent challenges of reducing costs while improving CX and employee experience.

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