Frost Radar™: European Customer Experience (CX) Outsourcing Services, 2021
Published on: 21-Dec-2021 | SKU: IT04444-EU-MR_26117

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Customer experience (CX) is becoming the primary factor impacting customer loyalty and one of the most relevant business differentiators. In Europe, demand for outsourced CX services is growing steadily as end-users demand more responsive, personalized, and engaging experiences. Businesses must design and implement a superior end-to-end customer journey to build up brand recognition, maximize the lifetime value of their customers, and deliver human interactions when and where customers value it most.

Many companies acknowledge contact centers as profit centers that present cross- and up-selling opportunities. Companies realize that conversion is particularly high when they harness the natural touchpoints customers have with them in contact centers (e.g., at contract renewal junctures or during a billing cycle). Therefore, contact centers are becoming an essential element of an effective revenue growth strategy.

The European CX service provider marketplace is mature, fragmented, and competitive. Hundreds of providers offer a range of outsourced contact center services to enterprise and public sector clients in Europe. Market dynamics and the effects of the pandemic favor global, technologically sophisticated providers over the long term. These CX providers have brand recognition, experience, higher R&D spending, a client base, a large number of partners, and resources to expand their solution portfolio's breadth and depth of offerings. Some market participants have a presence in five or more countries in the region, while others focus on one or two European countries and aim to gain market share at the country level. Frost & Sullivan's analysis shows that the market is slowly consolidating, as major CXSPs enjoy higher revenue growth than most small players and are acquiring other CXSPs to gain market share and new capabilities. Frost & Sullivan expects consolidation to continue throughout 2022.

This Frost Radar™ reveals the market positioning of 19 companies using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles for each of the companies based on their growth and innovation, including a small discussion on their positioning and potential next steps. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Author: Federico Teveles

Strategic Imperatives

Strategic Imperatives (continued)

Strategic Imperatives (continued)

Growth Environment

Growth Environment (continued)

Growth Environment (continued)

Frost Radar™: CX Outsourcing Services Market, Europe, 2021

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

AlmavivA

Atento

Bosch

Capita

Comdata

Concentrix

Covisian

Firstsource Solutions Limited

Infosys BPM

Intelcia

M+ Group

Majorel

regiocom

Sitel Group®

Tech Mahindra

Teleperformance

TELUS International

Transcom

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

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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.
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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.

Customer experience (CX) is becoming the primary factor impacting customer loyalty and one of the most relevant business differentiators. In Europe, demand for outsourced CX services is growing steadily as end-users demand more responsive, personalized, and engaging experiences. Businesses must design and implement a superior end-to-end customer journey to build up brand recognition, maximize the lifetime value of their customers, and deliver human interactions when and where customers value it most. Many companies acknowledge contact centers as profit centers that present cross- and up-selling opportunities. Companies realize that conversion is particularly high when they harness the natural touchpoints customers have with them in contact centers (e.g., at contract renewal junctures or during a billing cycle). Therefore, contact centers are becoming an essential element of an effective revenue growth strategy. The European CX service provider marketplace is mature, fragmented, and competitive. Hundreds of providers offer a range of outsourced contact center services to enterprise and public sector clients in Europe. Market dynamics and the effects of the pandemic favor global, technologically sophisticated providers over the long term. These CX providers have brand recognition, experience, higher R&D spending, a client base, a large number of partners, and resources to expand their solution portfolio's breadth and depth of offerings. Some market participants have a presence in five or more countries in the region, while others focus on one or two European countries and aim to gain market share at the country level. Frost & Sullivan's analysis shows that the market is slowly consolidating, as major CXSPs enjoy higher revenue growth than most small players and are acquiring other CXSPs to gain market share and new capabilities. Frost & Sullivan expects consolidation to continue throughout 2022. This Frost Radar™ reveals the market positioning of 19 companies using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles for each of the companies based on their growth and innovation, including a small discussion on their positioning and potential next steps. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients. Author: Federico Teveles
More Information
Deliverable Type Frost Radar
No Index No
Podcast No
Predecessor NA
Author Federico Teveles
Industries Information Technology
WIP Number K6B9-01-00-00-00
Is Prebook No
GPS Codes 9705-C1,9661

Frost Radar™: European Customer Experience (CX) Outsourcing Services, 2021

Information TechnologyFrost Radar™: European Customer Experience (CX) Outsourcing Services, 2021 Updated Research Available

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

RELEASE DATE
21-Dec-2021
REGION
Europe
Deliverable Type
Frost Radar
Research Code: K6B9-01-00-00-00
SKU: IT04444-EU-MR_26117
AvailableYesPDF Download
$4,950.00
In stock
SKU
IT04444-EU-MR_26117