Frost Radar™: Australia Customer Experience Outsourcing Services, 2021

An excellent customer experience is strategic to every organization’s sustained business growth and is overtaking product and pricing as a key brand differentiator. In the connected digital era, customers’ expectations are changing: they are demanding engaging experiences, personalization, and proactive services. These became even more relevant during the COVID-19 pandemic as customers expected organizations to be empathetic when responding to queries and quickly providing resolutions. Delivering exceptional customer service during the pandemic became a huge challenge as lockdowns disrupted organizations’ day-to-day operations. The C-suite was forced to rapidly adapt to a new model of doing business remotely that did not diminish customer and employee experiences. Contact centers have become the front line of customer interactions. Organizations are striving to improve the customer experience through advanced technologies that optimize agent performance and deliver omnichannel solutions. Organizations want to engage with customers at every touchpoint of their journey through an automation-first approach using omnichannel communications, robotic process automation, artificial intelligence, and analytics to deliver personalized and proactive experiences. This has led them to partner with customer experience outsourcing service providers to redesign legacy contact centers and create digitally enabled, intelligent customer engagement hubs. Outsourcing services have become a competitive differentiator: they enable business continuity, boost operational efficiencies, accelerate innovation, increase responsiveness, and reduce business risk. 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