Information Technology Frost Radar™: Australia Customer Experience Outsourcing Services, 2021

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


RELEASE DATE
21-Oct-2021
REGION
Asia Pacific
DELIVERABLE TYPE
Frost Radar

RESEARCH CODE
PC56-01-00-00-00
SKU
IT04401-AP-MR_25870
Yes
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Frost Radar™: Australia Customer Experience Outsourcing Services, 2021
Published on: 21-Oct-2021 | SKU: IT04401-AP-MR_25870

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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

Strategic Imperative

Strategic Imperative (continued)

Growth Environment

Growth Environment (continued)

Growth Environment (continued)

Frost Radar™: Australia Customer Experience Outsourcing Services

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

Acquire BPO

Concentrix

Datacom

PROBE Group

Serco

Sitel Group

Startek

SYKES

Teleperformance

TSA Group

TTEC

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

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Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform

Growth Index

Growth Index (GI) is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user focused sales and marketing strategies.

  • Market Share (previous 3 years)
    This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years.
  • Revenue Growth (previous 3 years)
    This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™.
  • Growth Pipeline
    This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities.
  • Vision and Strategy
    This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision?
  • Sales and Marketing
    This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.

Innovation Index

Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.

  • INNOVATION SCALABILITY
    This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals.
  • RESEARCH AND DEVELOPMENT
    This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline.
  • PRODUCT PORTFOLIO
    This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue.
  • MEGATRENDS LEVERAGE
    This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline.
  • CUSTOMER ALIGNMENT
    This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.

Significance of Being on the Frost Radar™

Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.

  • GROWTH POTENTIAL
    Your organization has significant future growth potential, which makes it a Company to Action.
  • BEST PRACTICES
    Your organization is well positioned to shape Growth Pipeline™ best practices in your industry.
  • COMPETITIVE INTENSITY
    Your organization is one of the key drivers of competitive intensity in the growth environment.
  • CUSTOMER VALUE
    Your organization has demonstrated the ability to significantly enhance its customer value proposition.
  • PARTNER POTENTIAL
    Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.

Have questions about this research or need deeper insights?
Speak directly with our analytics experts for tailored recommendations.

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A tailored session with you where we identify the:
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  • Growth Opportunities
  • Best Practices
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Impacting your company's future growth potential.

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
More Information
Deliverable Type Frost Radar
No Index No
Podcast No
Author Krishna Baidya
Industries Information Technology
WIP Number PC56-01-00-00-00
Is Prebook No
GPS Codes 9533-C1,9702-C1,9705-C1,9884-C1,9661

Frost Radar™: Australia Customer Experience Outsourcing Services, 2021

$4,950.00

Special Price $3,712.50 save 25 %

In stock
SKU
IT04401-AP-MR_25870