Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2022

Frost Radar™: Customer Experience Outsourcing Services in Latin America, 2022

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

RELEASE DATE
27-Jan-2023
REGION
Latin America
Deliverable Type
Frost Radar
Research Code: K842-01-00-00-00
SKU: IT04671-LA-MR_27430
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Description

The customer experience (CX) outsourcing services landscape is expected to sustain a strong growth trajectory during the next 5 years. Two drivers will fuel this momentum: increasing acceptance of CX as a formidable competitive differentiation strategy and compelling incentives for companies to outsource their CX operations.

Improving CX ranked as the number one business goal for the third year in a row among IT decision-makers (N = 1,120) who participated in a
Frost & Sullivan survey. Organizations across the board now realize that providing a superior CX is imperative for staying relevant in their market. This shift brings greater attention and investment opportunities to the CX outsourcing services market.

Companies expect continuous process enhancement and rapid innovation. As organizations adapt to changing market conditions, they are looking to partner with nimble CX service providers (CXSPs) to accelerate time to market. The right mix of people, processes, and technologies is the key to success and will help providers deliver reliable and agile transformation capabilities to their clients.

In a highly fragmented market with over 200 organizations, Frost & Sullivan independently plotted the top 19 companies in terms of market reach, user adoption, growth rates, product innovation, and CX in this Frost Radar™ analysis: AeC, AlmavivA, Alorica, Atento, Comdata, Concentrix, Emtelco, Flex, ibex, KM2 Solutions, Konecta, NEO, Sitel Group®, Sutherland Global Services, Teleperformance, TELUS International, Telvista, TTEC, and Webhelp.

Frost & Sullivan benchmarks the companies across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned:
Growth index (GI) measures 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.
• GI1: Market Share (previous 3 years)
• GI2: Revenue Growth (previous 3 years)
• GI3: Growth Pipeline
• GI4: Vision and Strategy
• GI5: Sales and Marketing

Innovation index (II) measures a company’s ability to develop products/services/solutions with a clear understanding of disruptive Mega Trends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers’ changing needs. Key elements of this index include:
• II1: Innovation Scalability
• II2: Research and Development
• II3: Product Portfolio
• II4: Megatrends Leverage
• II5: Customer Alignment

The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in its methodology. The document presents competitive profiles of each company based on their strengths, opportunities, and a small discussion on their positioning.

Author: Sebastian Menutti

Table of Contents

The Strategic Imperative

The Strategic Imperative (continued)

The Growth Environment

Frost Radar™: CX Outsourcing Services in Latin America

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment—Shifting Innovation Frontier

Frost Radar™ Competitive Environment—Key Growth Strategies

AeC

AlmavivA

Alorica

Atento

Comdata

Concentrix

Emtelco

Flex

ibex

KM2 Solutions

Konecta

NEO

Sitel Group®

Sutherland Global Services

Teleperformance

TELUS International

Telvista

TTEC

Webhelp

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

List of Acronyms

Legal Disclaimer

The customer experience (CX) outsourcing services landscape is expected to sustain a strong growth trajectory during the next 5 years. Two drivers will fuel this momentum: increasing acceptance of CX as a formidable competitive differentiation strategy and compelling incentives for companies to outsource their CX operations. Improving CX ranked as the number one business goal for the third year in a row among IT decision-makers (N = 1,120) who participated in a Frost & Sullivan survey. Organizations across the board now realize that providing a superior CX is imperative for staying relevant in their market. This shift brings greater attention and investment opportunities to the CX outsourcing services market. Companies expect continuous process enhancement and rapid innovation. As organizations adapt to changing market conditions, they are looking to partner with nimble CX service providers (CXSPs) to accelerate time to market. The right mix of people, processes, and technologies is the key to success and will help providers deliver reliable and agile transformation capabilities to their clients. In a highly fragmented market with over 200 organizations, Frost & Sullivan independently plotted the top 19 companies in terms of market reach, user adoption, growth rates, product innovation, and CX in this Frost Radar™ analysis: AeC, AlmavivA, Alorica, Atento, Comdata, Concentrix, Emtelco, Flex, ibex, KM2 Solutions, Konecta, NEO, Sitel Group®, Sutherland Global Services, Teleperformance, TELUS International, Telvista, TTEC, and Webhelp. Frost & Sullivan benchmarks the companies across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned: Growth index (GI) measures 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. • GI1: Market Share (previous 3 years) • GI2: Revenue Growth (previous 3 years) • GI3: Growth Pipeline • GI4: Vision and Strategy • GI5: Sales and Marketing Innovation index (II) measures a company’s ability to develop products/services/solutions with a clear understanding of disruptive Mega Trends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers’ changing needs. Key elements of this index include: • II1: Innovation Scalability • II2: Research and Development • II3: Product Portfolio • II4: Megatrends Leverage • II5: Customer Alignment The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in its methodology. The document presents competitive profiles of each company based on their strengths, opportunities, and a small discussion on their positioning. Author: Sebastian Menutti
More Information
Deliverable Type Frost Radar
Author Sebastian Menutti
Industries Information Technology
No Index No
Is Prebook No
Keyword 1 Customer Experience Outsourcing Services in Latin America
Keyword 2 CX Outsourcing Services Market in LATAM
Keyword 3 outsource customer service
Podcast No
Predecessor K69D-01-00-00-00
WIP Number K842-01-00-00-00