Frost Radar™: Australia Cloud Contact Center Services, 2020

Australia has one of the most mature cloud contact center markets in Asia-Pacific with high awareness levels and increased deployments. While the use of legacy on-premises contact center systems is prominent, a growing number of organizations are seeking to shift to the cloud to cope with the new market requirements. Cloud contact centers enable organizations to streamline existing infrastructure and applications, scale across systems and geographies, enhance customer experiences, leverage advanced technologies at zero infrastructure costs, and reduce operational expenditure. There is an influx of new cloud contact center service providers offering services hosted or built natively in the cloud. An increasing number of small and medium businesses (SMBs) are migrating to the cloud, especially hybrid cloud models, to connect the end-to-end customer and employee experience journey across multiple systems and geographies. The COVID-19 pandemic is accelerating cloud contact center solutions’ deployment as organizations move to remote working models to support 24/7 services, rapid deployment of services, and deep integration capabilities. Cloud contact center providers with video chat channel, self-service, chatbot, and workforce optimization tools note positive growth to support the agility organizations require. In a field of more than 50 global and local industry participants, Frost & Sullivan independently plotted the top 12 companies in this Frost Radar™ analysis: 8x8, Amazon Web Services, Aspect, Avaya, Cisco, Enghouse Interactive, Genesys, ipSCAPE, MaxContact, NICE inContact, Verint, and Vonage. 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.

Analyst: Sherrel Roche