A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines
04-Sep-2020
Asia Pacific
Frost Radar
PB40-01-00-00-00
IT04159-AP-MR_24673
Delivering effective and efficient customer experiences has become the foundation of customer-centric organizations’ growth strategies. In Australia and around the world, customers are demanding engaging experiences, personalization, and on-demand, predictive, and proactive services. A successful customer experience strategy requires a customer engagement and management roadmap; design expertise; the right mix of technology, process, and people expertise; rightshoring; digitally enabled contact centers; and the effective use of the ideal communication channels. The complexity of these factors has led Australian organizations to recognize the benefits of outsourcing to boost operational efficiencies, mitigate business risks, and increase responsiveness.
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.
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.
Strategic Imperative
Strategic Imperative (continued)
Growth Environment
Growth Environment (continued)
Growth Environment (continued)
Frost Radar™: Australia Customer Experience Outsourcing Services Market
Frost Radar™: Competitive Environment
Frost Radar™: Competitive Environment (continued)
Acquire BPO
Concentrix
Datacom
PROBE Group
Serco
Sitel
Startek
Stellar Global Solutions
SYKES
Teleperformance
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
Frost Radar™: Benchmarking Future Growth Potential
Legal Disclaimer
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.
Speak directly with our analytics experts for tailored recommendations.
Recent related Information Technology research
16 Sep 2026 | Global | Market Research
Apple Performance Tracker, Q1 2026
This Frost & Sullivan tracker provides metrics on Apple's quarterly performance (for both unit sales and revenues) for iPads, iPhones, Macs, and other products, such as iPods, Apple TVs, Beats Electronics, and Apple-branded and third-party accessories. It includes historical quarterly data for all t...
15 Sep 2026 | Global | Technology Research
Growth Opportunities in Workload Identity and Access Management, Non-Human Identity Security, Threat Exposure Management, and Blockchain Security
This edition of the Cyber Security Technology Opportunity Engine (TOE) showcases emerging cybersecurity innovators advancing AI-powered security, identity and access management, data security, threat exposure management, blockchain security, cyber incident response, network protection, and agentic A...
10 Sep 2026 | Global | Market Research
From Risk to Advantage
This analyst insight examines the market forces driving AI adoption in CX management and explains why governance must evolve alongside automation. It outlines the operational and compliance risks of poorly governed AI, identifies the core pillars of effective governance, and provides a practical roa...
10 Sep 2026 | Global | Frost Radar
Frost Radar™: Entertainment Metadata and Content Discovery Platforms, 2026
The entertainment metadata and content discovery platforms market sits at the center of a structural problem the industry has never fully solved: content abundance has outpaced the infrastructure needed to make that content findable. As catalogs fragment across subscription or advertisement-based vi...
09 Sep 2026 | Global | Technology Research
Unified Cloud Control: The Emergence of Intelligent Multi-Cloud Management Platforms, 2026-2030
This report emerges as the evolution of an integrated cloud manipulation management system as complementary technology for employer cloud manipulation management systems to enable businesses to manage increasingly distributed workloads in public, private, hybrid, edge, and sovereign clouds in one ma...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Frost Radar |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Sherrel Roche |
| Industries | Information Technology |
| WIP Number | PB40-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9533-C1,9702-C1,9705-C1,9884-C1,9661 |
Frost Radar™: Australia Customer Experience Outsourcing Services Market, 2020
$4,950.00
Special Price $3,712.50 save 25 %