A Frost & Sullivan Buyers Guide Excerpt

Contact center buyers guide, North America, 2021

A Frost & Sullivan Buyers Guide Excerpt

Frost & Sullivan noted 3 primary trends driving the customer care industry: the adoption of cloud as standard; the continuing move toward omnichannel delivery in the context of digital transformation; and a focus by providers on developing solutions that address the needs of a changing workforce.

Not surprisingly, these trends continued unabated into 2021.

This buyers guide examines the North American contact center market for both premises- and cloud-based solutions.

Included in this guide:

  • COVID-19 impact on contact center investments
  • Top reasons for investing in AI
  • Infusing AI across the CallMiner portfolio