Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services Market, 2020

Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services Market, 2020

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

RELEASE DATE
31-Aug-2020
REGION
Asia Pacific
Research Code: PADF-01-00-00-00
SKU: IT04162-AP-MR_24694
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Description

Customer experience (CX) continues to be recognized as a distinct business function and takes center stage in many business strategies. Contact centers play an important role in helping companies acquire and retain customers. Contact centers can be perceived as the face of an organization: a hub of customer service and engagement, and the focal point for competitive differentiation. Customer interactions with contact center agents can either build long-term relationships or send customers scrambling to competitors for better products and services.

Setting up and operating an in-house contact center can be challenging, time-consuming, and expensive; to compete successfully in the digital era, a contact center must be able to map the customer journey across multiple channels and leverage data to deliver personalized, predictive, and proactive experiences. Demand for outsourced CX services is growing steadily in today’s consumer-centric marketplace as customers demand more personalized, relevant, proactive, and engaging experiences. A superior end-to-end CX journey builds loyalty and provides upselling opportunities.

Companies have learned during the COVID-19 pandemic that it is more important than ever to have a comprehensive CX and a resilient contact center operation.

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.

RESEARCH: INFOGRAPHIC

This infographic presents a brief overview of the research, and highlights the key topics discussed in it.
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Table of Contents

Strategic Imperative

Strategic Imperative (continued)

Growth Environment

Growth Environment (continued)

Growth Environment (continued)

Frost Radar™: Asia-Pacific Customer Experience Outsourcing Services Market

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

Alorica

China Customer Relations Center

Concentrix

Firstsource

Genpact

Hinduja Global Solutions

HKT Teleservices

Infosys BPM

Majorel

PROBE Group

Relia Group

Sitel

Startek

Sutherland Global Services

SYKES

TDCX

Tech Mahindra BPM

Teleperformance

Telus International

Transcom

transcosmos

TTEC

VXI Global Solutions

WNS

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

Frost Radar™: Benchmarking Future Growth Potential

Legal Disclaimer

Customer experience (CX) continues to be recognized as a distinct business function and takes center stage in many business strategies. Contact centers play an important role in helping companies acquire and retain customers. Contact centers can be perceived as the face of an organization: a hub of customer service and engagement, and the focal point for competitive differentiation. Customer interactions with contact center agents can either build long-term relationships or send customers scrambling to competitors for better products and services. Setting up and operating an in-house contact center can be challenging, time-consuming, and expensive; to compete successfully in the digital era, a contact center must be able to map the customer journey across multiple channels and leverage data to deliver personalized, predictive, and proactive experiences. Demand for outsourced CX services is growing steadily in todays consumer-centric marketplace as customers demand more personalized, relevant, proactive, and engaging experiences. A superior end-to-end CX journey builds loyalty and provides upselling opportunities. Companies have learned during the COVID-19 pandemic that it is more important than ever to have a comprehensive CX and a resilient contact center operation. 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.
More Information
No Index No
Podcast No
Author Arpan Bid
Industries Information Technology
WIP Number PADF-01-00-00-00
Is Prebook No
GPS Codes 9533-C1,9702-C1,9705-C1,9884-C1,9661