Description

An excellent customer experience (CX) is strategic to every organization’s sustained business growth and is overtaking product and pricing as a key brand differentiator. Customers view positive experiences based on highly personalized, relevant, proactive, and engaging interactions. These interactions have become even more relevant during the COVID-19 pandemic as customers expect organizations to be empathetic when responding to queries and quickly providing resolutions. However, delivering exceptional customer service during the pandemic became a huge challenge as lockdowns disrupted organizations’ day-to-day operations.

The complexity of deploying technologies has led organizations to partner with CX outsourcing service providers to redesign their legacy contact centers and create digitally enabled intelligent customer engagement hubs. CX outsourcing services have become a competitive differentiator as they enable business continuity, boost operational efficiencies, accelerate innovation, increase responsiveness, expedite time to market, and reduce business risk.

The Asia-Pacific CX outsourcing services market is fragmented, with global, regional, and local outsourcing service providers vying for opportunity. The market saw an influx of leading global business process outsourcing, traditional IT service and CX outsourcing, and pure-play digital service providers. Global players are exploring growth opportunities by acquiring regional and local service providers or by setting up their own offices in the region. In a field of more than 150 global and local industry participants, including more than a dozen smaller companies that either are exploring the market or have recently entered it, Frost & Sullivan identified 25 companies as the market powerhouses for this Frost Radar™ analysis.

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 on each of the companies in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Author: Krishna Baidya