Frost Radar™: North American Enterprise Cloud Contact Center Market—2022
Published on: 28-Oct-2022 | SKU: IT04602-NA-MR_27025

Need more details?
$4,950.00
DownloadLink
Need more details?

The global CCaaS market generated revenue of $4.99 billion in 2021, a 21.6% increase from 2020. Frost & Sullivan projects that revenue will increase at a 13.2% compound annual growth rate to reach $9.29 billion by 2026. The North American CCaaS market contributed $3.03 billion of that 2021 amount (representing 14.2% year-over-year growth) and is expected to reach $5.22 billion by 2026.

The North American market has a larger percentage of large and very large enterprise customers, particularly because many multinational companies are based in the United States. Catering to the development needs of large-scale deployments represents a significant opportunity that more CCaaS providers are pursuing. Frost & Sullivan defines the enterprise market as contact center deployments between 300 and 1,000 agents, while the large enterprise market consists of deployments exceeding 1,000 agents.

In a field of dozens of North American CCaaS industry participants, Frost & Sullivan independently plotted the top 14 companies in this Frost Radar™ analysis for the enterprise market.

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 of each company in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in an industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned.

Author: Nancy Jamison

Strategic Imperative

Strategic Imperative (continued)

Growth Environment

Growth Environment (continued)

ECCC Inclusion Criteria

ECCC Inclusion Criteria (continued)

Primary and Secondary Attributes of the Enterprise Market

Definitions

Frost Radar™: North American Enterprise Cloud Contact Center Market

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

8x8

Alvaria

Avaya

Bright Pattern

Cisco

Dialpad

Five9

Genesys

LiveVox

Mitel

NICE

SharpenCX

Thrio

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

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.

The global CCaaS market generated revenue of $4.99 billion in 2021, a 21.6% increase from 2020. Frost & Sullivan projects that revenue will increase at a 13.2% compound annual growth rate to reach $9.29 billion by 2026. The North American CCaaS market contributed $3.03 billion of that 2021 amount (representing 14.2% year-over-year growth) and is expected to reach $5.22 billion by 2026. The North American market has a larger percentage of large and very large enterprise customers, particularly because many multinational companies are based in the United States. Catering to the development needs of large-scale deployments represents a significant opportunity that more CCaaS providers are pursuing. Frost & Sullivan defines the enterprise market as contact center deployments between 300 and 1,000 agents, while the large enterprise market consists of deployments exceeding 1,000 agents. In a field of dozens of North American CCaaS industry participants, Frost & Sullivan independently plotted the top 14 companies in this Frost Radar™ analysis for the enterprise market. 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 of each company in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in an industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned. Author: Nancy Jamison
More Information
Deliverable Type Frost Radar
Author Nancy Jamison
Industries Information Technology
No Index No
Is Prebook No
Podcast No
WIP Number K7C7-01-00-00-00

Frost Radar™: North American Enterprise Cloud Contact Center Market—2022

Information TechnologyFrost Radar™: North American Enterprise Cloud Contact Center Market—2022

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

RELEASE DATE
28-Oct-2022
REGION
North America
Deliverable Type
Frost Radar
Research Code: K7C7-01-00-00-00
SKU: IT04602-NA-MR_27025
AvailableYesPDF Download
$4,950.00
In stock
SKU
IT04602-NA-MR_27025