Frost & Sullivan: Multichannel and Technology-Enabled Solutions Drive Growth in the North American Contact Center Outsourcing Market

Frost & Sullivan: Multichannel andFrost & Sullivan: Multichannel and Technology-Enabled Solutions Drive Growth in the North American Contact Center Outsourcing Market PR Newswire MOUNTAIN VIEW, California, Feb. 12, 2014 -- Research observes a new generation of social consumers Rapid change characterizes today's customer contact landscape. Consider that an increasingly influential Generation Y has high purchasing power and continues to experiment with new technologies. Indeed, impactful consumer trends, combined with the proliferation and expansion of automated and non-voice channels, is driving momentum in the realm of technology-based customer service specifically. As a result, while the explosive growth of social media has helped create a cacophony of consumer voices, enterprises are looking to outsourced service providers more than ever for guidance on social media strategies, technologies, and tactics. In essence, in 2014, contact centers are viewed as a central place from which a company's "brand advocates" can improve the Customer Experience while negotiating social customer behavior via channels such as blogs, customer forums, YouTube, Facebook, Twitter and Google. New research from Frost & Sullivan entitled, North American Contact Center Outsourcing Market Analysis, finds the contact center outsourcing market in North America is projected to surpass $28 billion in market revenue by 2017.