Frost & Sullivan Global Research

Midsized Call Centers Take a Digital-First Approach

Cloud Solutions to Power Customer Service

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Customers now interact with businesses on more channels than ever — including email, live chat, social media, SMS, and live messaging services. To understand how mid-sized call centers are dealing with the changes in customer engagement, Frost & Sullivan surveyed 600 business and IT decision makers globally to uncover their aspirations, priorities, and challenges.

Get the global research report and regional spotlights on North America, Latin America, and Europe to see the complete results. Key insights include:

In North America, 64% expect to apply artificial intelligence (AI) to engagement channels whereas 52% plan to support messaging apps and virtual assistants over the next two years
In Latin America, over 50% of call centers are considering the cloud to mitigate business challenges
Europe believes improving customer loyalty and lifetime value are the most valued business benefits ahead of customer satisfaction and revenue goals

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Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.