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Frost & Sullivan to Host Analyst Briefing on Contact Scenario in Russia

By Raju Shanbhag
TMCnet Contributor

Frost & Sullivan will conduct an analyst briefing on the current Russian contact center outsourcing market, the company announced in a press release. The company stated that the contact center outsourcing sector has been attractive for vendors in Russia.

As companies in countries, such as the U.S., are looking to save costs, Russia has emerged as a viable option with its improved infrastructure and ability to offer more advanced services.

With no local leaders and a few international players, the competition on the Russian outsourcing market is fragmented, the report stated. Iwona Petruczynik, a Frost & Sullivan (News - Alert) research analyst for a unified communication and collaboration group, will present the current market situation with its drivers and restraints on Wednesday, Nov. 10.

“The market and technology developments in Russia are similar to those in Europe,” noted Petruczynik. “This includes contact channel integration, agent performance optimization, and self-service improvements. These trends, however, fall five to six years behind the rest of Europe. Companies providing outsourcing services will operate on the cutting edge, utilizing the latest, state-of-the-art technologies, as they will not have to rely on the contact centre ‘legacy’ technologies.”

Apart from an overview of the vertical segments, where contact center outsourcing is utilized, highlights of the briefing also include analysis of barriers to market entry. According to the company, this briefing will benefit international contact centre outsourcers, as well as potential clients, who would like to outsource some of their services. Those interested can e-mail Joanna Lewandowska at Joanna.lewandowska@frost.com.

In March 2010, the company released another report that stated vendors looking to penetrate the Unified Threat Management (UTM) solutions market must offer developed products, with commercial grade functionality first and foremost, as penetration into the large enterprise customer markets will be crucial to sustain high-growth rates. Frost & Sullivan believes that companies with an innovative approach to developing new solutions will increase their market share in the content security market.