Frost Radar™: Asia-Pacific Cloud Contact Center Services, 2022
Published on: 11-Mar-2022 | SKU: IT04486-AP-MR_26334

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The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). The contact center and CX landscape was severely affected by the disruptions caused by the pandemic, which accelerated the digitalization of customer and supply-chain interactions and internal operations in Asia-Pacific (APAC).

The majority of contact centers operating in APAC today are running on legacy infrastructure and software that cannot keep up with customers’ digital needs. As the APAC Contact Center-as-a-Service (CCaaS) market matures, many enterprise customers are exploring cloud technology as an attractive option to maintain on-premises systems.

Connecting the end-to-end customer and employee experience across multiple systems and geographies has created pressure on organizations to become agile, flexible, and scalable. Organizations want to engage with customers at every touch point of their journey through a digital-first approach; however, on-premises legacy contact center technologies limit the addition of new digital channels (e.g., social media, email, WhatsApp, WeChat) or integration of software applications (e.g., CRM, CMS, WFM systems, QM) and digital technology solutions (e.g., RPA, IVR, AI, ML, and analytics).

A cloud-based contact center is the optimal alternative to on-premises contact centers as it offers a compelling value proposition for organizations and is a vital enabler of a mature CX strategy. It is more important than ever that IT executives examine their legacy contact center systems and look at modernizing their operations toward transformative CX hubs.

The Frost Radar reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. The document presents competitive profiles on each of the companies in the Frost Radar based on their growth, innovation, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Author: Sherrel Roche

Strategic Imperative

Strategic Imperative (continued)

Strategic Imperative (continued)

Growth Environment

Growth Environment (continued)

Growth Environment (continued)

Growth Environment (continued)

Market Definitions

Frost Radar™: Asia-Pacific Cloud Contact Center Services

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

8x8

Amazon Web Services (AWS)

Ameyo

Alvaria

Avaya

Bright Pattern

Cisco

Content Guru

Enghouse Interactive

Five9

Genesys

ipSCAPE

NICE CXone

RingCentral

Talkdesk

Twilio

Vonage

Strategic Insights

Significance of Being on the Frost Radar™

Frost Radar™ Empowers the CEO’s Growth Team

Frost Radar™ Empowers Investors

Frost Radar™ Empowers Customers

Frost Radar™ Empowers the Board of Directors

Frost Radar™: Benchmarking Future Growth Potential

Frost Radar™: Benchmarking Future Growth Potential

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Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform

Growth Index

Growth Index (GI) is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user focused sales and marketing strategies.

  • Market Share (previous 3 years)
    This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years.
  • Revenue Growth (previous 3 years)
    This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™.
  • Growth Pipeline
    This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities.
  • Vision and Strategy
    This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision?
  • Sales and Marketing
    This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.

Innovation Index

Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.

  • INNOVATION SCALABILITY
    This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals.
  • RESEARCH AND DEVELOPMENT
    This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline.
  • PRODUCT PORTFOLIO
    This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue.
  • MEGATRENDS LEVERAGE
    This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline.
  • CUSTOMER ALIGNMENT
    This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.

Significance of Being on the Frost Radar™

Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.

  • GROWTH POTENTIAL
    Your organization has significant future growth potential, which makes it a Company to Action.
  • BEST PRACTICES
    Your organization is well positioned to shape Growth Pipeline™ best practices in your industry.
  • COMPETITIVE INTENSITY
    Your organization is one of the key drivers of competitive intensity in the growth environment.
  • CUSTOMER VALUE
    Your organization has demonstrated the ability to significantly enhance its customer value proposition.
  • PARTNER POTENTIAL
    Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.

Have questions about this research or need deeper insights?
Speak directly with our analytics experts for tailored recommendations.
Purchase includes:
  • Report download
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A tailored session with you where we identify the:
  • Strategic Imperatives
  • Growth Opportunities
  • Best Practices
  • Companies to Action

Impacting your company's future growth potential.

The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). The contact center and CX landscape was severely affected by the disruptions caused by the pandemic, which accelerated the digitalization of customer and supply-chain interactions and internal operations in Asia-Pacific (APAC). The majority of contact centers operating in APAC today are running on legacy infrastructure and software that cannot keep up with customers’ digital needs. As the APAC Contact Center-as-a-Service (CCaaS) market matures, many enterprise customers are exploring cloud technology as an attractive option to maintain on-premises systems. Connecting the end-to-end customer and employee experience across multiple systems and geographies has created pressure on organizations to become agile, flexible, and scalable. Organizations want to engage with customers at every touch point of their journey through a digital-first approach; however, on-premises legacy contact center technologies limit the addition of new digital channels (e.g., social media, email, WhatsApp, WeChat) or integration of software applications (e.g., CRM, CMS, WFM systems, QM) and digital technology solutions (e.g., RPA, IVR, AI, ML, and analytics). A cloud-based contact center is the optimal alternative to on-premises contact centers as it offers a compelling value proposition for organizations and is a vital enabler of a mature CX strategy. It is more important than ever that IT executives examine their legacy contact center systems and look at modernizing their operations toward transformative CX hubs. The Frost Radar reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar methodology. The document presents competitive profiles on each of the companies in the Frost Radar based on their growth, innovation, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients. Author: Sherrel Roche
More Information
Deliverable Type Frost Radar
No Index No
Podcast No
Author Sherrel Roche
Industries Information Technology
WIP Number PC31-01-00-00-00
Keyword 1 cloud contact center
Keyword 2 contact center as a service
Keyword 3 CCaaS
Is Prebook No
GPS Codes 9533-C1,9702-C1,9705-C1,9884-C1,9661

Frost Radar™: Asia-Pacific Cloud Contact Center Services, 2022

Information TechnologyFrost Radar™: Asia-Pacific Cloud Contact Center Services, 2022

A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

RELEASE DATE
11-Mar-2022
REGION
Asia Pacific
Deliverable Type
Frost Radar
Research Code: PC31-01-00-00-00
SKU: IT04486-AP-MR_26334
AvailableYesPDF Download
$4,950.00
In stock
SKU
IT04486-AP-MR_26334