Editoria e Media
North American Contact Center Market to Reach $5.02 Billion by 2023, Driven by High Adoption of Cloud & Hybrid Solutions
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"Contact center vendors need to position themselves to capitalize on greenfield opportunities, while still catering to their large installed bases of premise products," said . "Strong focus areas driving growth include workforce engagement and the infusion of artificial intelligence solutions across the customer contact landscape."
Frost & Sullivan's recent analysis, , examines the customer experience (CX) trends that will shape, grow, and influence customer contact, customers, and the employee experience (EX). It presents insights for select industries, business models, and technology areas, including , , , , , and .
"Pure-play cloud providers continue to expand offerings at a rapid pace, while traditional contact center systems suppliers have been adding cloud offerings," noted Jamison. "Companies are looking to differentiate themselves through ( )-enhanced self-service applications, , and enriched analytics offerings."
In addition to offering enriched self-service options for customers and contact center employees, vendors will find greater growth opportunities by:
is part of Frost & Sullivan's global Customer Contact Growth Partnership Service program.
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Mariana Fernandez
Corporate Communications
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E: Mariana.Fernandez@frost.com
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