Frost & Sullivan's 2021 Buyers Guide

Download Frost & Sullivan’s Contact Center Buyers Guide, North America 2021

Learn about the newest trends and things to look for in the contact center in 2021+


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About the Buyers Guide

It’s hard to talk about the last few years in contact centers without mentioning the cloud. Remote work accelerated digital transformation projects and Frost & Sullivan says work-at-home trends will continue to grow through 2024.

But what’s more interesting is a new shift in the market. Contact centers want more than efficiency - now, they want to be more human, too.

Frost & Sullivan’s latest Contact Center Buyers Guide, North America, 2021, dives in on the top trends shaping the contact center market, and this year, a humanistic approach is front and center. Get the guide to learn how to prepare for the next generation of customer care.

In this report excerpt, you’ll learn:
  • The key trends shaping today’s customer and agent experience;
  • Why cloud, omnichannel, and workforce engagement are top priorities for contact center leaders;
  • What to look for as you evaluate contact center vendors;
  • Frost & Sullivan’s vendor-independent research on the Sharpen platform.