Frost & Sullivan Global Research

Midsized Call Centers Take a Digital-First Approach

Cloud Solutions to Power Customer Service

I'd like someone to reach out to me

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

+1.888.436.3797

Contact us

Products

Company

About Genesys

Every year, Genesys^® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service^℠ so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud^™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility.