Frost Radar™: North American Enterprise Cloud Contact Center Market—2022

Frost Radar™: North American Enterprise Cloud Contact Center Market—2022

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

RELEASE DATE
28-Oct-2022
REGION
North America
Deliverable Type
Frost Radar
Research Code: K7C7-01-00-00-00
SKU: IT04602-NA-MR_27025
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$4,950.00
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IT04602-NA-MR_27025
$4,950.00
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Description

The global CCaaS market generated revenue of $4.99 billion in 2021, a 21.6% increase from 2020. Frost & Sullivan projects that revenue will increase at a 13.2% compound annual growth rate to reach $9.29 billion by 2026. The North American CCaaS market contributed $3.03 billion of that 2021 amount (representing 14.2% year-over-year growth) and is expected to reach $5.22 billion by 2026.

The North American market has a larger percentage of large and very large enterprise customers, particularly because many multinational companies are based in the United States. Catering to the development needs of large-scale deployments represents a significant opportunity that more CCaaS providers are pursuing. Frost & Sullivan defines the enterprise market as contact center deployments between 300 and 1,000 agents, while the large enterprise market consists of deployments exceeding 1,000 agents.

In a field of dozens of North American CCaaS industry participants, Frost & Sullivan independently plotted the top 14 companies in this Frost Radar™ analysis for the enterprise market.

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 of each company in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of 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: Nancy Jamison

Table of Contents

Strategic Imperative

Strategic Imperative (continued)

Growth Environment

Growth Environment (continued)

ECCC Inclusion Criteria

ECCC Inclusion Criteria (continued)

Primary and Secondary Attributes of the Enterprise Market

Definitions

Frost Radar™: North American Enterprise Cloud Contact Center Market

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

8x8

Alvaria

Avaya

Bright Pattern

Cisco

Dialpad

Five9

Genesys

LiveVox

Mitel

NICE

SharpenCX

Thrio

Vonage

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

The global CCaaS market generated revenue of $4.99 billion in 2021, a 21.6% increase from 2020. Frost & Sullivan projects that revenue will increase at a 13.2% compound annual growth rate to reach $9.29 billion by 2026. The North American CCaaS market contributed $3.03 billion of that 2021 amount (representing 14.2% year-over-year growth) and is expected to reach $5.22 billion by 2026. The North American market has a larger percentage of large and very large enterprise customers, particularly because many multinational companies are based in the United States. Catering to the development needs of large-scale deployments represents a significant opportunity that more CCaaS providers are pursuing. Frost & Sullivan defines the enterprise market as contact center deployments between 300 and 1,000 agents, while the large enterprise market consists of deployments exceeding 1,000 agents. In a field of dozens of North American CCaaS industry participants, Frost & Sullivan independently plotted the top 14 companies in this Frost Radar™ analysis for the enterprise market. 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 of each company in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of 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: Nancy Jamison
More Information
Deliverable Type Frost Radar
Author Nancy Jamison
Industries Information Technology
No Index No
Is Prebook No
Podcast No
WIP Number K7C7-01-00-00-00