The 2023 North American enterprise cloud contact center Frost Radar™ identifies leaders in the enterprise contact center-as- a- service (CCaaS) industry. The market continues to mature and brings enhanced technology, efficiency, and agility to contact centers throughout North America.
Frost & Sullivan defines a cloud contact center as a network-based service (accessed over the internet) where either a vendor or a service provider hosts a contact center technology platform and provides its functionalities, applications, and features to end users as a service. The customer pays a use-based fee for the service to the vendor or service provider (including telecom service providers). Pricing is typically on a per-agent/per-month, per-minute, or per-interaction basis. This analysis covers multitenant and multi-instance cloud contact center applications as well as premises-based multi-instance and cloud single-tenant solutions. The contact center platform must, in all cases, be hosted outside the customer’s premises and either accessed over the internet or with dedicated access.
A CCaaS solution is licensed on a subscription basis that enables organizations to only purchase the seats and functionality they need and dynamically change the configuration in line with operational needs. Organizations only pay for the technology they have available to use at a given time (hence, “as a service”); there is no or limited upfront investment, no additional maintenance costs, and the provider maintains the software. Most CCaaS platforms can be subscribed all-in-one, including all the basic contact center functionality (although organizations are free to subscribe to specific functionality from other providers).
The North American CCaaS market is fragmented with more than 100 providers. The enterprise segment consists of companies that sell to large (at least 300 seats) and very large (1,000-plus seats) enterprises. The 13 companies featured in this Frost Radar™ are demonstrating leadership in Growth and Innovation in this highly competitive marketplace.
Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.
Enterprise Cloud Contact Centers in North America 2023
- Enterprise Cloud Contact Centers in North America
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 |
|---|---|
| Industries | Information Technology |
| No Index | No |
| Is Prebook | No |
| Keyword 1 | Cloud Contact Center Solutions |
| Keyword 2 | Contact Center Transformation |
| Keyword 3 | Cloud-Based Customer Service |
| Podcast | No |
| WIP Number | K90A-01-00-00-00 |
Frost Radar™: Enterprise Cloud Contact Centers in North America, 2023
A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines
20-Sep-2023
North America
Frost Radar
