Information Technology Frost Radar™: Customer Experience Platforms in North America, 2025

A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines


RELEASE DATE
10-Oct-2025
REGION
North America
DELIVERABLE TYPE
Frost Radar

RESEARCH CODE
KBC8-01-00-00-00
SKU
IT_2025_33936
Yes
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Frost Radar™: Customer Experience Platforms in North America, 2025
Published on: 10-Oct-2025 | SKU: IT_2025_33936

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Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized experiences. Providers must have a full-fledged contact center offering to be featured on this Frost Radar™. Adjacent solution providers (customer relationship management, workforce engagement management, and communications platform-as-a-service) are not included. Hosted and managed call center services are not part of this analysis.

Frost & Sullivan analyzed more than 100 companies in this 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.

The Growth Index 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. The Innovation Index examines a company’s ability to develop products/services/solutions with a clear understanding of disruptive megatrends, are globally applicable, evolve and expand to serve multiple markets, and align with customers’ changing needs.

Author: Bernardin Arnason

8x8

Amazon Web Services

Avaya

Cisco

Dialpad

Enghouse Interactive

Five9

Genesys

Mitel

Nextiva

NiCE

Sprinklr

Talkdesk

Verint

Vonage

Zoom

Significance of Being on the Frost Radar

CEO’s Growth Team

Investors

Customers

Board of Directors

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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Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized experiences. Providers must have a full-fledged contact center offering to be featured on this Frost Radar™. Adjacent solution providers (customer relationship management, workforce engagement management, and communications platform-as-a-service) are not included. Hosted and managed call center services are not part of this analysis.

Frost & Sullivan analyzed more than 100 companies in this 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.

The Growth Index 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. The Innovation Index examines a company’s ability to develop products/services/solutions with a clear understanding of disruptive megatrends, are globally applicable, evolve and expand to serve multiple markets, and align with customers’ changing needs.

Author: Bernardin Arnason
More Information
Deliverable Type Frost Radar
Industries Information Technology
No Index No
Is Prebook No
Keyword 1 CX platforms NA
Keyword 2 customer experience tech
Keyword 3 Frost Radar CX
Podcast No
Predecessor None
WIP Number KBC8-01-00-00-00

Frost Radar™: Customer Experience Platforms in North America, 2025

$4,950.00
In stock
SKU
IT_2025_33936