Description

Organizations across the board realize the significance of delivering excellent customer service as a competitive differentiator. Customer experience (CX) outsourcing services play an increasingly vital role in building a robust end-to-end customer journey as customer-centricity takes center stage. Providing contextual, proactive, seamless, and personalized experiences is imperative for staying competitive and relevant in their market. This shift brings greater attention and investment opportunities to the CX outsourcing services market.

The CX industry is increasingly more tech-intensive as advanced technology solutions create seamless and effortless CX while reducing costs across front- and back-end 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.

The CX outsourcing services landscape is mature and highly fragmented, with global, regional, and local outsourcing service providers vying for an opportunity. The market saw an influx of leading global BPOs, traditional IT services, traditional CX outsourcing, and pure-play digital service providers. Global players are exploring growth opportunities by acquiring regional and local service providers or setting up their own offices in the region. In a field of more than 200 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 23 companies as the market powerhouses for this Frost Radar™ analysis. Alorica, Concentrix, Everise, Firstsource, Genpact, Hexaware, Hinduja Global Solutions (HGS), HKT Teleservices, Infosys BPM, Majorel, PROBE Group, Relia Group, Sitel Group®, Startek, Sutherland Global Services, TDCX, Tech Mahindra, Teleperformance, TELUS International, Transcom, transcosmos, TTEC, and Webhelp.

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 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: Sherrel Roche