The customer experience (CX) outsourcing services landscape is expected to sustain a strong growth trajectory during the next 5 years. Two drivers will fuel this momentum: increasing acceptance of CX as a formidable competitive differentiation strategy and compelling incentives for companies to outsource their CX operations.
Improving CX ranked as the number one business goal for the third year in a row among IT decision-makers (N = 1,120) who participated in a
Frost & Sullivan survey. Organizations across the board now realize that providing a superior CX is imperative for staying relevant in their market. This shift brings greater attention and investment opportunities to the CX outsourcing services market.
Companies expect continuous process enhancement and rapid innovation. As organizations adapt to changing market conditions, they are looking to partner with nimble CX service providers (CXSPs) to accelerate time to market. The right mix of people, processes, and technologies is the key to success and will help providers deliver reliable and agile transformation capabilities to their clients.
In a highly fragmented market with over 200 organizations, Frost & Sullivan independently plotted the top 19 companies in terms of market reach, user adoption, growth rates, product innovation, and CX in this Frost Radar™ analysis: AeC, AlmavivA, Alorica, Atento, Comdata, Concentrix, Emtelco, Flex, ibex, KM2 Solutions, Konecta, NEO, Sitel Group®, Sutherland Global Services, Teleperformance, TELUS International, Telvista, TTEC, and Webhelp.
Frost & Sullivan benchmarks the companies across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned:
Growth index (GI) measures 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.
• GI1: Market Share (previous 3 years)
• GI2: Revenue Growth (previous 3 years)
• GI3: Growth Pipeline
• GI4: Vision and Strategy
• GI5: Sales and Marketing
Innovation index (II) measures a company’s ability to develop products/services/solutions with a clear understanding of disruptive Mega Trends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers’ changing needs. Key elements of this index include:
• II1: Innovation Scalability
• II2: Research and Development
• II3: Product Portfolio
• II4: Megatrends Leverage
• II5: Customer Alignment
The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in its methodology. The document presents competitive profiles of each company based on their strengths, opportunities, and a small discussion on their positioning.
Author: Sebastian Menutti
The Strategic Imperative
The Strategic Imperative (continued)
The Growth Environment
Frost Radar™: CX Outsourcing Services in Latin America
Frost Radar™: Competitive Environment
Frost Radar™: Competitive Environment—Shifting Innovation Frontier
Frost Radar™ Competitive Environment—Key Growth Strategies
AeC
AlmavivA
Alorica
Atento
Comdata
Concentrix
Emtelco
Flex
ibex
KM2 Solutions
Konecta
NEO
Sitel Group®
Sutherland Global Services
Teleperformance
TELUS International
Telvista
TTEC
Webhelp
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
List of Acronyms
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.
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.
| Deliverable Type | Frost Radar |
|---|---|
| Author | Sebastian Menutti |
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | Customer Experience Outsourcing Services in Latin America |
| Keyword 2 | CX Outsourcing Services Market in LATAM |
| Keyword 3 | outsource customer service |
| Podcast | No |
| Predecessor | K69D-01-00-00-00 |
| WIP Number | K842-01-00-00-00 |
Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2022
A Benchmarking System to Spark Companies to Action–Innovation that Fuels New Deal Flow and Growth Pipelines
27-Jan-2023
Latin America
Frost Radar
