The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality.

Technologies covered:
•   Interactive Voice Response (IVR), Natural Language Speech Recognition
•   Chat, Chat Bot (Interactive Text Response), Messaging Bot (Facebook, WeChat, etc.)
•   Internet of Things (IoT)
•   Live Agent Voice
•   Mobile Customer Care
•   Proactive Outbound
•   Social Media
•   Video, Video Kiosks
•   Virtual Assistant Text Chat, Virtual Assistant Voice
•   Web
•   Cloud/Hosted Contact Center Trends

The overall research objective is to measure the current use and future decision making behavior toward contact center solutions in the following industries: Education, IT/Communications, Financial Services, Government, Healthcare, Manufacturing, Outsourcing, Retail & Consumer, and Travel & Hospitality. Technologies covered: -Interactive Voice Response (IVR), Natural Language Speech Recognition -Chat, Chat Bot (Interactive Text Response), Messaging Bot (Facebook, WeChat, etc.) -Internet of Things (IoT) -Live Agent Voice -Mobile Customer Care -Proactive Outbound -Social Media -Video, Video Kiosks -Virtual Assistant Text Chat, Virtual Assistant Voice -Web -Cloud/Hosted Contact Center Trends Frost & Sullivan aims to: -Understand the IT-related challenges organizations face today -Monitor the status of digital transformation including newer solutions such as Artificial Intelligence (AI) and XaaS. -Assess the current and future use of contact center technologies -Evaluate factors that drive investments in contact center technologies -Gauge IT and communications trends -Provide KPI data