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Growth Opportunities in the North American Hosted/Cloud Contact Center Market, Forecast to 2021NEW YORK, Oct. 19, 2017 /PRNewswire/ -- Enhanced WFO and Analytics Fuel the Drive to Digital Transformation of Customer Care New analytics offerings focus on customer journey analytics to provide insights into the customer journey and sentiment, to improve the customer experience, fuel proactive to customer outreach, and revenue generating opportunities. Tools such as speech analytics, combined with voice biometrics and other technologies, also are being used to for fraud detection and prevention. Additional advancements have been made in workforce optimization suites, social customer care and mobile applications, reinforcing emphasis on catering preferences of the Millennial consumer and worker, improving operational efficiencies and agent empowerment. This study also provides growth opportunities in emerging areas within analytics, such as robotic process automation, Big Data, machine learning, artificial intelligence, speech technologies, personalization technologies, IoT, and applications such as virtual assistants, chatbots, messaging bots, video, and Gamification. Enterprises are increasingly looking to source these solutions from their primary contact center infrastructure or workforce optimization vendors. This study provides market share for 2016 solution providers in the premises-based contact center market, along with a forecast from 2016-2021. This analysis also presents some of the Customer Experience trends that Frost & Sullivan believes will shape, grow, and influence customer contact and the Customer Experience. The study focuses on those growth insights which are the most relevant for 2017-2021 in North America, and highlights the trends and insights for select industries, business models and technology areas, including: • Inbound Contact Routing • Interactive Voice Response • Automated Self-Service • Outbound Dialing • Workforce Management • Call Recording • Analytics Read the full report: https://www.reportlinker.com/p05149318 About Reportlinker ReportLinker is an award-winning market research solution. Reportlinker finds and organizes the latest industry data so you get all the market research you need - instantly, in one place. https://www.reportlinker.com __________________________ Contact Clare: [email protected] US: (339)-368-6001 Intl: +1 339-368-6001 View original content:http://www.prnewswire.com/news-releases/growth-opportunities-in-the-north-american-hostedcloud-contact-center-market-forecast-to-2021-300540056.html SOURCE Reportlinker |