Frost Radar™: Workforce Engagement Management, 2024

Information Technology Frost Radar™: Workforce Engagement Management, 2024 Updated Research Available

A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines


RELEASE DATE
19-Dec-2024
REGION
Global
DELIVERABLE TYPE
Frost Radar

RESEARCH CODE
PFQU-01-00-00-00
SKU
IT_2024_1207
Yes
SHARE

$4,950.00

Special Price $4,207.50 save 15 %

In stock
SKU
IT_2024_1207

Frost Radar™: Workforce Engagement Management, 2024
Published on: 19-Dec-2024 | SKU: IT_2024_1207

Need more details?

$4,950.00

$4,207.50 save 15 %

DownloadLink
Need more details?

Workforce engagement management (WEM) drives performance, agent engagement, and an improved customer experience (CX) in the contact center industry.

Frost & Sullivan defines WEM as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize contact center resources, boosting operational efficiency and performance and agent and customer engagement, which improves CX and employee experience. WEM focuses on recruitment, onboarding, evaluating, training, coaching, and motivating the workforce. Contact center solution providers and customers have come to understand that employee engagement and customer engagement are interdependent and equal in importance.

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 for each of the companies in the Frost Radar™ based on their strengths and opportunities, and a short 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.

Strategic Imperative

Strategic Imperative (continued)

Growth Environment

Growth Environment (continued)

Frost Radar™: Workforce Engagement Management, 2024

Frost Radar™ Competitive Environment

Frost Radar™ Competitive Environment (continued)

Frost Radar™ Competitive Environment (continued)

Aspect

Aspect (continued)

Aspect (continued)

Aspect (continued)

Aspect (continued)

Calabrio

Calabrio (continued)

Calabrio (continued)

Calabrio (continued)

Calabrio (continued)

Centrical

Centrical (continued)

Centrical (continued)

Centrical (continued)

Genesys

Genesys (continued)

Genesys (continued)

Genesys (continued)

Genesys (continued)

NICE

NICE (continued)

NICE (continued)

NICE (continued)

NICE (continued)

NICE (continued)

NICE (continued)

SuccessKPI

SuccessKPI (continued)

SuccessKPI (continued)

SuccessKPI (continued)

SuccessKPI (continued)

Talkdesk

Talkdesk (continued)

Talkdesk (continued)

Talkdesk (continued)

Talkdesk (continued)

Verint

Verint (continued)

Verint (continued)

Verint (continued)

Verint (continued)

Best Practices

Growth Opportunities

Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform

Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform (continued)

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

Next Steps

Legal Disclaimer

Frost Radar™: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform

Growth Index

Growth Index (GI) is a measure of a company’s growth performance and track record, along with its ability to develop and execute a fully aligned growth strategy and vision; a robust growth pipeline system; and effective market, competitor, and end-user focused sales and marketing strategies.

  • Market Share (previous 3 years)
    This is a comparison of a company’s market share relative to its competitors in a given market space for the previous 3 years.
  • Revenue Growth (previous 3 years)
    This is a look at a company’s revenue growth rate for the previous 3 years in the market/industry/category that forms the context for the given Frost Radar™.
  • Growth Pipeline
    This is an evaluation of the strength and leverage of a company’s growth pipeline system to continuously capture, analyze, and prioritize its universe of growth opportunities.
  • Vision and Strategy
    This is an assessment of how well a company’s growth strategy is aligned with its vision. Are the investments that a company is making in new products and markets consistent with the stated vision?
  • Sales and Marketing
    This is a measure of the effectiveness of a company’s sales and marketing efforts in helping it drive demand and achieve its growth objectives.

Innovation Index

Innovation Index (II) is a measure of a company’s ability to develop products/ services/ solutions (with a clear understanding of disruptive Mega Trends) that are globally applicable, are able to evolve and expand to serve multiple markets and are aligned to customers’ changing needs.

  • INNOVATION SCALABILITY
    This determines whether an organization’s innovations are globally scalable and applicable in both developing and mature markets, and also in adjacent and non-adjacent industry verticals.
  • RESEARCH AND DEVELOPMENT
    This is a measure of the efficacy of a company’s R&D strategy, as determined by the size of its R&D investment and how it feeds the innovation pipeline.
  • PRODUCT PORTFOLIO
    This is a measure of a company’s product portfolio, focusing on the relative contribution of new products to its annual revenue.
  • MEGATRENDS LEVERAGE
    This is an assessment of a company’s proactive leverage of evolving, long-term opportunities and new business models, as the foundation of its innovation pipeline.
  • CUSTOMER ALIGNMENT
    This evaluates the applicability of a company’s products/services/solutions to current and potential customers, as well as how its innovation strategy is influenced by evolving customer needs.

Significance of Being on the Frost Radar™

Companies plotted on the Frost RadarTM are the leaders in the industry for growth, innovation, or both. They are instrumental in advancing the industry into the future.

  • GROWTH POTENTIAL
    Your organization has significant future growth potential, which makes it a Company to Action.
  • BEST PRACTICES
    Your organization is well positioned to shape Growth Pipeline™ best practices in your industry.
  • COMPETITIVE INTENSITY
    Your organization is one of the key drivers of competitive intensity in the growth environment.
  • CUSTOMER VALUE
    Your organization has demonstrated the ability to significantly enhance its customer value proposition.
  • PARTNER POTENTIAL
    Your organization is top of mind for customers, investors, value chain partners, and future talent as a significant value provider.

Have questions about this research or need deeper insights?
Speak directly with our analytics experts for tailored recommendations.

Recent related Contact Centers research

17 Jul 2026   |   Latin America   |   Frost Radar

Frost Radar™: Customer Experience Platforms in Latin America, 2026

Customer experience (CX) platforms orchestrate the complexity of modern customer interactions across multiple channels and touchpoints along the entire customer journey, delivering seamless, consistent, and personalized customer experiences. Frost & Sullivan research on this industry includes close ...

03 Jul 2026   |   Global   |   Frost Radar

Frost Radar™: EMEA Customer Experience Platforms, 2026

Customer experience (CX) platforms serve as the operational and intelligence layer through which organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint. As contact center boundaries expand to encompass digital self-service, AI-driven re...

01 Jul 2026   |   Global   |   Market Research

Global Customer Experience Platforms Market (Premise-based and CCaaS), Forecast to 2030

Abstract: The global Customer Experience Platforms market achieved solid growth in 2025, driven by an acceleration of AI-based and advanced capabilities in contact center implementations. As organizations increasingly realize that providing superior CX is fundamental for competitive differentiation,...

29 Jun 2026   |   Global   |   Market Research

Growth Opportunities in Global Workforce Engagement Management, 2026

Workforce engagement management (WEM) drives performance, agent engagement, and an improved customer experience (CX) in the contact center industry. Frost & Sullivan defines WEM as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interac...

28 May 2026   |   Global   |   Customer Research

CX Growth Opportunities in the Banking, Financial Services, and Insurance (BFSI) Industry 2025 to 2026

The BFSI sector is in a disruptive state as customer needs and technologies rapidly evolve. Uncertain economic conditions make financial decisions more volatile.

When interest rates drop, consumers have more buying power. In the BFSI industry, this impacts growth in consumer spending for big...

 

Purchase includes:
  • Report download
  • Growth Dialog™ with our experts

Growth Dialog™

A tailored session with you where we identify the:
  • Strategic Imperatives
  • Growth Opportunities
  • Best Practices
  • Companies to Action

Impacting your company's future growth potential.

Workforce engagement management (WEM) drives performance, agent engagement, and an improved customer experience (CX) in the contact center industry. Frost & Sullivan defines WEM as a strategy to integrate disparate contact center workforce applications, monitor and analyze customer and agent interactions, and automate processes to optimize contact center resources, boosting operational efficiency and performance and agent and customer engagement, which improves CX and employee experience. WEM focuses on recruitment, onboarding, evaluating, training, coaching, and motivating the workforce. Contact center solution providers and customers have come to understand that employee engagement and customer engagement are interdependent and equal in importance. 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 for each of the companies in the Frost Radar™ based on their strengths and opportunities, and a short 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.
More Information
Deliverable Type Frost Radar
Author Ankita Singh
Industries Information Technology
No Index No
Is Prebook No
Keyword 1 workforce engagement management
Keyword 2 workforce management market
Keyword 3 2024 engagement trends
Podcast No
WIP Number PFQU-01-00-00-00