Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services Market, 2020
Published on: 31-Aug-2020 | SKU: IT04162-AP-MR_24694

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Customer experience (CX) continues to be recognized as a distinct business function and takes center stage in many business strategies. Contact centers play an important role in helping companies acquire and retain customers. Contact centers can be perceived as the face of an organization: a hub of customer service and engagement, and the focal point for competitive differentiation. Customer interactions with contact center agents can either build long-term relationships or send customers scrambling to competitors for better products and services.

Setting up and operating an in-house contact center can be challenging, time-consuming, and expensive; to compete successfully in the digital era, a contact center must be able to map the customer journey across multiple channels and leverage data to deliver personalized, predictive, and proactive experiences. Demand for outsourced CX services is growing steadily in today’s consumer-centric marketplace as customers demand more personalized, relevant, proactive, and engaging experiences. A superior end-to-end CX journey builds loyalty and provides upselling opportunities.

Companies have learned during the COVID-19 pandemic that it is more important than ever to have a comprehensive CX and a resilient contact center operation.

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 strengths, opportunities, 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.

Strategic Imperative

Strategic Imperative (continued)

Growth Environment

Growth Environment (continued)

Growth Environment (continued)

Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services Market

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

Alorica

China Customer Relations Center

Concentrix

Firstsource

Genpact

Hinduja Global Solutions

HKT Teleservices

Infosys BPM

Majorel

PROBE Group

Relia Group

Sitel

Startek

Sutherland Global Services

SYKES

TDCX

Tech Mahindra BPM

Teleperformance

Telus International

Transcom

transcosmos

TTEC

VXI Global Solutions

WNS

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

Frost Radar™: Benchmarking Future Growth Potential

Legal Disclaimer

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
  • Growth Dialog™ with our experts

Growth Dialog™

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.

Customer experience (CX) continues to be recognized as a distinct business function and takes center stage in many business strategies. Contact centers play an important role in helping companies acquire and retain customers. Contact centers can be perceived as the face of an organization: a hub of customer service and engagement, and the focal point for competitive differentiation. Customer interactions with contact center agents can either build long-term relationships or send customers scrambling to competitors for better products and services. Setting up and operating an in-house contact center can be challenging, time-consuming, and expensive; to compete successfully in the digital era, a contact center must be able to map the customer journey across multiple channels and leverage data to deliver personalized, predictive, and proactive experiences. Demand for outsourced CX services is growing steadily in todays consumer-centric marketplace as customers demand more personalized, relevant, proactive, and engaging experiences. A superior end-to-end CX journey builds loyalty and provides upselling opportunities. Companies have learned during the COVID-19 pandemic that it is more important than ever to have a comprehensive CX and a resilient contact center operation. 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 strengths, opportunities, 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.
More Information
Deliverable Type Frost Radar
No Index No
Podcast No
Author Arpan Bid
Industries Information Technology
WIP Number PADF-01-00-00-00
Is Prebook No
GPS Codes 9533-C1,9702-C1,9705-C1,9884-C1,9661

Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services Market, 2020

Information TechnologyFrost Radar™: Asia-Pacific Customer Experience Outsourcing Services Market, 2020

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

RELEASE DATE
31-Aug-2020
REGION
Asia Pacific
Deliverable Type
Frost Radar
Research Code: PADF-01-00-00-00
SKU: IT04162-AP-MR_24694
AvailableYesPDF Download
$4,950.00
In stock
SKU
IT04162-AP-MR_24694