Frost Radar™: European Customer Experience Outsourcing Services, 2023

Frost Radar™: European Customer Experience Outsourcing Services, 2023

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

RELEASE DATE
12-Jan-2023
REGION
Europe
Deliverable Type
Frost Radar
Research Code: K843-01-00-00-00
SKU: IT04660-EU-MR_27363
AvailableYesPDF Download

$4,950.00

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SKU
IT04660-EU-MR_27363

$4,950.00

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Description

Over the next five years, the customer experience (CX) outsourcing services market will continue to grow rapidly, fueled by two factors: the recognition of CX as a potent strategy for competitive differentiation and the compelling incentives for businesses to outsource their CX operations.

Companies expect continuous process enhancement and rapid innovation. Organizations are seeking partnerships with nimble CX service providers to accelerate time to market as they adjust to shifting conditions. The secret to a provider’s success is finding the perfect blend of people, processes, and technologies that will give clients access to dependable and agile transformation capabilities.

For the third year in a row, improving CX ranked as the top business goal among IT decision makers who participated in a Frost & Sullivan survey. Organizations across the board now realize that a superior CX is imperative for market relevance. This shift is bringing greater attention and investment opportunities to CX outsourcing services.

The push to outsource CX skills will increase for European firms because of high inflation rates, rising wages, an uncertain economic future, and the growing complexity of managing CX operations and delivering the best results.

Hundreds of suppliers offer a wide range of outsourced contact center services to enterprise clients in this developed, fragmented, and competitive industry. Long-term market dynamics favor large providers because of their strong brand awareness, extensive clientele, sound experience, and commendable resources for expanding their solution portfolios and offers. The CX outsourcing services landscape is mature. Competition is fierce, and the most significant players have developed noteworthy innovation capabilities and a promising roadmap.

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 numerous companies in an industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned.

Author: Sebastian Menutti

Table of Contents

Strategic Imperative

Strategic Imperative (continued)

Growth Environment

Frost Radar™: European CX Outsourcing Services

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

AlmavivA

Atento

Bosch Service Solutions

Capita

Comdata

Concentrix

Covisian

Firstsource

Infosys BPM

Intelcia

Konecta

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

Legal Disclaimer

Over the next five years, the customer experience (CX) outsourcing services market will continue to grow rapidly, fueled by two factors: the recognition of CX as a potent strategy for competitive differentiation and the compelling incentives for businesses to outsource their CX operations. Companies expect continuous process enhancement and rapid innovation. Organizations are seeking partnerships with nimble CX service providers to accelerate time to market as they adjust to shifting conditions. The secret to a provider’s success is finding the perfect blend of people, processes, and technologies that will give clients access to dependable and agile transformation capabilities. For the third year in a row, improving CX ranked as the top business goal among IT decision makers who participated in a Frost & Sullivan survey. Organizations across the board now realize that a superior CX is imperative for market relevance. This shift is bringing greater attention and investment opportunities to CX outsourcing services. The push to outsource CX skills will increase for European firms because of high inflation rates, rising wages, an uncertain economic future, and the growing complexity of managing CX operations and delivering the best results. Hundreds of suppliers offer a wide range of outsourced contact center services to enterprise clients in this developed, fragmented, and competitive industry. Long-term market dynamics favor large providers because of their strong brand awareness, extensive clientele, sound experience, and commendable resources for expanding their solution portfolios and offers. The CX outsourcing services landscape is mature. Competition is fierce, and the most significant players have developed noteworthy innovation capabilities and a promising roadmap. 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 numerous companies in an industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned. Author: Sebastian Menutti
More Information
Deliverable Type Frost Radar
Author Sebastian Menutti
Industries Information Technology
No Index No
Is Prebook No
Keyword 1 Outsource Customer Service in Europe
Keyword 2 Outsourcing Market
Keyword 3 Customer Experience Outsourcing Services in Europe
Podcast No
Predecessor K6B9-01-00-00-00
WIP Number K843-01-00-00-00