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Frost & Sullivan Examines Contact Center Evolution

December 29, 2017

By Mandi Nowitz - Web Editor

Frost & Sullivan conducted a research study, “Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021,” it was all about what will continue to make contact centers tick. The market is looking to grow at an estimated CAGR of 9.7 percent over the next three years. The study honed in on inbound contact routing, interactive voice response, automated self-service outbound dialing, workforce management, call recording, and analytics.

"Cloud contact centers should incorporate maturing technologies, including artificial intelligence, machine learning, Internet of Things, and mobile and social customer care to drive growth and user-base expansion," said Digital Transformation Principal Analyst Nancy Jamison.

So, what is to be expected from the North American hosted/cloud contact center market? One of the biggest realizations is that contact center service providers (CCSPs) need to accommodate users who prefer self-service and personalized options. This means new technologies like predictive analytics and machine learning will need to be implemented to keep contact centers efficient and one step ahead.

Multiple deployment choices are key (public/private cloud) with utilization of micro-services to enhance speed. All the new developmental tools and analytics are geared to avoid employee turnover so with that, there will be an evolving customer base that must be embraced. To go along with evolution, keep what works like WFO, flexibility, scalability, and usability to allow familiarity for reluctant companies. Not all organizations see the sign of the times.

"In terms of vertical markets, hosted/cloud sales will be fairly evenly distributed across all verticals, with strong growth in banking, healthcare, government, and education," noted Jamison. "In addition, growth will be seen in the lower end of the market, driven by numerous feature-rich competitive offerings from small vendors, as well as the introduction of offerings from well-known suppliers such as Amazon."

Edited by Maurice Nagle

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