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

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.