Frost Radar™: European Customer Experience (CX) Outsourcing Services, 2021

Frost Radar™: European Customer Experience (CX) Outsourcing Services, 2021

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

RELEASE DATE
21-Dec-2021
REGION
Europe
Research Code: K6B9-01-00-00-00
SKU: IT04444-EU-MR_26117
$4,950.00
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IT04444-EU-MR_26117
$4,950.00
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Description

Customer experience (CX) is becoming the primary factor impacting customer loyalty and one of the most relevant business differentiators. In Europe, demand for outsourced CX services is growing steadily as end-users demand more responsive, personalized, and engaging experiences. Businesses must design and implement a superior end-to-end customer journey to build up brand recognition, maximize the lifetime value of their customers, and deliver human interactions when and where customers value it most.

Many companies acknowledge contact centers as profit centers that present cross- and up-selling opportunities. Companies realize that conversion is particularly high when they harness the natural touchpoints customers have with them in contact centers (e.g., at contract renewal junctures or during a billing cycle). Therefore, contact centers are becoming an essential element of an effective revenue growth strategy.

The European CX service provider marketplace is mature, fragmented, and competitive. Hundreds of providers offer a range of outsourced contact center services to enterprise and public sector clients in Europe. Market dynamics and the effects of the pandemic favor global, technologically sophisticated providers over the long term. These CX providers have brand recognition, experience, higher R&D spending, a client base, a large number of partners, and resources to expand their solution portfolio's breadth and depth of offerings. Some market participants have a presence in five or more countries in the region, while others focus on one or two European countries and aim to gain market share at the country level. Frost & Sullivan's analysis shows that the market is slowly consolidating, as major CXSPs enjoy higher revenue growth than most small players and are acquiring other CXSPs to gain market share and new capabilities. Frost & Sullivan expects consolidation to continue throughout 2022.

This Frost Radar™ reveals the market positioning of 19 companies using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles for each of the companies based on their growth and innovation, including a small discussion on their positioning and potential next steps. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Author: Federico Teveles

RESEARCH: INFOGRAPHIC

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Table of Contents

Strategic Imperatives

Strategic Imperatives (continued)

Strategic Imperatives (continued)

Growth Environment

Growth Environment (continued)

Growth Environment (continued)

Frost Radar™: CX Outsourcing Services Market, Europe, 2021

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

AlmavivA

Atento

Bosch

Capita

Comdata

Concentrix

Covisian

Firstsource Solutions Limited

Infosys BPM

Intelcia

M+ Group

Majorel

regiocom

Sitel Group®

Tech Mahindra

Teleperformance

TELUS International

Transcom

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

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Related Research
Customer experience (CX) is becoming the primary factor impacting customer loyalty and one of the most relevant business differentiators. In Europe, demand for outsourced CX services is growing steadily as end-users demand more responsive, personalized, and engaging experiences. Businesses must design and implement a superior end-to-end customer journey to build up brand recognition, maximize the lifetime value of their customers, and deliver human interactions when and where customers value it most. Many companies acknowledge contact centers as profit centers that present cross- and up-selling opportunities. Companies realize that conversion is particularly high when they harness the natural touchpoints customers have with them in contact centers (e.g., at contract renewal junctures or during a billing cycle). Therefore, contact centers are becoming an essential element of an effective revenue growth strategy. The European CX service provider marketplace is mature, fragmented, and competitive. Hundreds of providers offer a range of outsourced contact center services to enterprise and public sector clients in Europe. Market dynamics and the effects of the pandemic favor global, technologically sophisticated providers over the long term. These CX providers have brand recognition, experience, higher R&D spending, a client base, a large number of partners, and resources to expand their solution portfolio's breadth and depth of offerings. Some market participants have a presence in five or more countries in the region, while others focus on one or two European countries and aim to gain market share at the country level. Frost & Sullivan's analysis shows that the market is slowly consolidating, as major CXSPs enjoy higher revenue growth than most small players and are acquiring other CXSPs to gain market share and new capabilities. Frost & Sullivan expects consolidation to continue throughout 2022. This Frost Radar™ reveals the market positioning of 19 companies using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles for each of the companies based on their growth and innovation, including a small discussion on their positioning and potential next steps. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients. Author: Federico Teveles
More Information
No Index No
Podcast No
Predecessor NA
Author Federico Teveles
Industries Information Technology
WIP Number K6B9-01-00-00-00
Is Prebook No
GPS Codes 9705-C1,9661