Frost & Sullivan Contact Center Buyers Guide Excerpt

About the Buyers Guide

After decades of focusing on cost-cutting and isolating performance issues in the contact center, the industry is turning its attention towards improving the experience of customers and then to the workforce that serves them. The Frost & Sullivan Contact Center Buyers Guide, North America, 2019 dives in on today’s trends and how to prepare your contact center for tomorrow’s customers.

In this report excerpt, you’ll learn:

• Which key trends are shaping today’s interactions for a better customer and employee experience
• How the vendor landscape is shifting, and what to look for when you’re evaluating options
• How to navigate the AI conversation when you’re putting it into your contact center
• Frost & Sullivan’s vendor-independent research on the Sharpen platform

This buyers guide examines the North American contact center market, and covers the on-premises and hosted/cloud markets. This study is based on extensive primary and secondary research. Frost & Sullivan is vendor agnostic.