Frost Radar™: European Customer Experience Outsourcing Services, 2020

Frost Radar™: European Customer Experience Outsourcing Services, 2020

Benchmarking Future Growth Potential

RELEASE DATE
09-Jul-2020
REGION
Europe
Research Code: K474-01-00-00-00
SKU: IT04135-EU-MR_24487

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$4,950.00

$4,207.50 save 15 %

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Description

The global customer experience (CX) outsourcing services market is challenged by commoditization. Consequently, outsourcers are deploying advanced technology-enabled solutions and working with partners from across the ecosystem to differentiate in the fragmented marketplace. Over the years, the focus has shifted from cost and labor arbitrage to customer and agent experience enhancement. Technology has a significant role in helping companies meet evolving customer demand as change is primarily driven by customers who prefer digital solutions.

In Europe, the CX outsourcing services market has some unique requirements in terms of language and demand for nearshore / onshore capabilities. The market has witnessed a shift with innovations across technology and business models. Greater reliance on partnerships and the ecosystem are also imperative to growth. Working closely with partners and clients, many of whom are long-term associates, helps outsourcers to initiate innovation in a multi-vendor environment and retain relevance.

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 growth, innovation, 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: Deepali Sathe

Table of Contents

Strategic Imperative

Growth Environment

Growth Environment (continued)

Growth Environment (continued)

Frost Radar™: The European Customer Experience Outsourcing Services Market

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

Atento

Bosch

Capita

CGS

Comdata

Concentrix

Covisian

Grupo Konecta

Majorel

Sitel

Sutherland Global Services

SYKES

Teleperformance

TELUS International

Transcom

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

Frost Radar™: Benchmarking Future Growth Potential

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Related Research
The global customer experience (CX) outsourcing services market is challenged by commoditization. Consequently, outsourcers are deploying advanced technology-enabled solutions and working with partners from across the ecosystem to differentiate in the fragmented marketplace. Over the years, the focus has shifted from cost and labor arbitrage to customer and agent experience enhancement. Technology has a significant role in helping companies meet evolving customer demand as change is primarily driven by customers who prefer digital solutions. In Europe, the CX outsourcing services market has some unique requirements in terms of language and demand for nearshore / onshore capabilities. The market has witnessed a shift with innovations across technology and business models. Greater reliance on partnerships and the ecosystem are also imperative to growth. Working closely with partners and clients, many of whom are long-term associates, helps outsourcers to initiate innovation in a multi-vendor environment and retain relevance. 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 growth, innovation, 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: Deepali Sathe
More Information
No Index No
Podcast No
Author Deepali Sathe
Industries Information Technology
WIP Number K474-01-00-00-00
Is Prebook No
GPS Codes 9705-C1,9661