15th July 2020: Based on its recent analysis of the North American small and mid-sized business (SMB) mobile worker apps market, Frost & Sullivan recognises Zendesk with the 2020 North American Product Leadership Award for its Sell sales force automation (SFA) solution. Continue reading Zendesk Commended by Frost & Sullivan for Its Customer-focused Sales Force Automation Solution
PRESS RELEASE: Based on its recent analysis of the hosted IP telephony and unified communications as a service (UCaaS) market, Frost & Sullivan recognizes RingCentral with the 2016 North American Frost & Sullivan Award for Company of the Year. RingCentral stands out among cloud communications providers for its ability to assess evolving customer needs and offer appropriate communications solutions. Continue reading Frost & Sullivan Recognizes RingCentral as a True Visionary and Trailblazer in the North American Cloud Communications Services Market
PRESS RELEASE: Australian cloud contact centre pioneer ipSCAPE has been selected as the recipient of the 2016 Frost & Sullivan Australia Cloud Contact Centre Vendor of the Year award. Continue reading ipSCAPE receives 2016 Frost & Sullivan Australia Cloud Contact Centre Vendor of the Year Award
PRESS RELEASE: Hinduja Global Solutions Limited (HGS) announced it received Frost & Sullivan’s 2016 North American Contact Center Outsourcing New Product Innovation Award for DigiCX, a suite of customer experience (CX) services designed to transform traditional call center approaches by unifying customer engagement regardless of channel or device.
“The proliferation of channels and devices that digital-savvy consumers now have at their fingertips is creating an operational challenge for all contact centers,” said Michael DeSalles, Principal Analyst, Digital Transformation at Frost & Sullivan. “What DigiCX does is optimize the ideal blend of self-service, automation and agent-assistance that’s just right for the client’s business.”
DigiCX takes an innovative design-thinking approach to reimagine the traditional customer experience. DigiCX leads with dynamic self-service intelligently integrating people to help consumers “Get the Right Answer Fast” at every moment of truth using analytics, automation and artificial intelligence. It helps companies measure where their customers want to interact and then deploys the right mix of engagement solutions across voice, digital and mobile channels to provide a differentiating customer experience.
“Always being open, easy to do business with, helping customers complete transactions and quickly resolve issues over any device is the new consumer expectation,” said Chris Lord, SVP, Global Head DigiCX at HGS. “We’re honored to receive this award, which underscores our commitment to optimizing customer experience. By applying new design thinking we are moving past traditional call center approaches and incubating innovative ideas to help consumers get the right answer fast while meeting the corporate need for asset light and quick to deploy solutions that work with existing infrastructure and CRM investments.”
For the New Product Innovation Award, Frost & Sullivan analysts independently evaluate companies’ new product attributes (match to needs; reliability; quality; positioning; and design) and customer impact (price/performance value; customer purchase, ownership and service experience; and brand equity) to determine best in class cases.
DeSalles further noted, “Frost & Sullivan believes with the launch of DigiCX, that HGS has articulated a clear unified customer experience strategy to the market. HGS has added another new dimension of innovation, quality and customer value enhancement to its hefty portfolio of services.”
PRESS RELEASE: Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Alorica with the 2015 North American Frost & Sullivan Award for Competitive Strategy Innovation and Leadership. Through the company’s acquisition strategy and organic growth, Alorica has broadened its product offerings, enhanced its delivery capabilities and delivered aggressive growth. Continue reading Frost & Sullivan Recognizes Alorica for Catapulting Into a Leadership Position Within the BPO Industry
PRESS RELEASE: The global contact center and office (CC&O) headset market is on the cusp of rapid growth driven by the expansion of software-based communications clients. Adoption will continue as organizations realize the role of CC&O headsets in driving productivity in the workplace by enabling hands-free communications and an efficient work environment. Continue reading Increase Productivity in the Workplace through the Use of Contact Center and Office Headsets
PRESS RELEASE: Interactive Intelligence has been named Frost & Sullivan’s 2015 Latin American Contact Center Systems Company of the Year. Frost & Sullivan selected Interactive Intelligence for the award based on its visionary innovation and performance, and customer impact. Continue reading Frost & Sullivan Names Interactive Intelligence Latin American Contact Center Systems Company of the Year
PRESS RELEASE: Based on its recent analysis of the contact centre solutions integration market, Frost & Sullivan has recognised Dimension Data with the 2015 Global Frost & Sullivan Award for Customer Value Leadership. Dimension Data has risen to the top of the ranks in the global market on the strength of its technology, breadth of product offerings across segments, and tenured systems integration expertise. Continue reading Frost & Sullivan Honors Dimension Data’s Commitment to Customer Value in the Global Contact Centre Solutions Integration Market
PRESS RELEASE: Altitude Software, a leader in unified customer interaction solutions, and Frost & Sullivan, the growth partnership company announced the release of the white paper “Transition from a Multi-Channel to an Omni-Channel Contact Center World”, now available from Altitude Software. Continue reading New Frost & Sullivan White Paper Outlines Transition to Omni-Channel Contact Center
PRESS RELEASE: Frost & Sullivan has recently recognized Oracle Service Cloud with the 2014 North American Co-browsing Applications Product Leadership Award. By improving the co-browsing and screen-sharing experience with Oracle Co-browse’s TrueView feature – acquired from LiveLOOK, Oracle Service Cloud has established itself as an industry leader and is revolutionizing modern customer service solutions. Continue reading Frost & Sullivan Commends Oracle Service Cloud for Industry-Leading, Co-browsing Solution
PRESS RELEASE: Qualys announced it was named the 2014 Company of the Year by analyst firm Frost & Sullivan for continued innovation in the fields of IT security and compliance. Qualys was recognised for its product excellence, innovative product roadmap and unique approach to helping customers implement continuous security solutions on a global scale. Continue reading Frost & Sullivan Honours Qualys with 2014 Company of the Year
PRESS RELEASE: Verint® Systems Inc. announced that it received a Best Practices Leadership honor from Frost & Sullivan, a leading global analyst and consultancy firm. The Market Leadership Award distinction for Latin American Contact Center Quality Monitoring Systems will be presented on January 29, 2015 during the firm’s banquet in São Paulo. Continue reading Frost & Sullivan Recognizes Verint with “Market Leadership” Honor in Latin America
PRESS RELEASE: Noble Systems, a global leader in unified contact centre technology solutions, has received the Frost & Sullivan 2014 Market Share Leadership Award for the North American Outbound Dialling Systems market. The award marks the second consecutive year that Noble has been ranked as the market leader. At the heart of its continued growth are Noble’s key performance drivers of flexible deployment options, compelling feature set, and strength of offering. Continue reading Noble Systems Receives Frost & Sullivan Market Share Leadership Award for Second Consecutive Year
PRESS RELEASE: Based on its recent analysis of the cloud customer contact solutions market, Frost & Sullivan recognizes Genesys with the 2014 North American Frost & Sullivan Company of the Year Award for Cloud Customer Contact Solutions. Frost & Sullivan believes the Genesys innovative platform packaging strategy, coupled with several strategic acquisitions, has helped to significantly increase its installed base of cloud customers. Continue reading Frost & Sullivan Recognizes Genesys Growth Strategy in the North American Cloud Customer Solutions Market
PRESS RELEASE: Teleperformance was presented with the Frost & Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the Year Award for their achievements in the industry within the Asia Pacific region at the 2014 Frost & Sullivan Asia Pacific ICT Awards held on the 25th of June at the Alkaff Mansion, Singapore. Continue reading Teleperformance Receives Frost & Sullivan Asia Pacific Contact Center Outsourcing Service Provider of the Year Award