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
28-Oct-2022
North America
Frost Radar
MYR23,607.54
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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
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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 |