Information Technology Frost Radar™: EMEA Cloud Contact Centers, 2024

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


RELEASE DATE
04-Jul-2024
REGION
Europe
DELIVERABLE TYPE
Frost Radar

RESEARCH CODE
KA72-01-00-00-00
SKU
IT_2024_837
Yes
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Frost Radar™: EMEA Cloud Contact Centers, 2024
Published on: 04-Jul-2024 | SKU: IT_2024_837

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This Frost Radar™ reveals the contact center-as-a-service (CCaaS) industry leaders using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™, considering their strengths and the opportunities that best fit those strengths.

The Growth index measures 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. The five variables considered for this index are market share (past three years), revenue growth (past three years), growth pipeline, vision and strategy, and sales and marketing.

The Innovation index examines a company’s ability to develop products/services/solutions with a clear understanding of disruptive megatrends, are globally applicable, evolve and expand to serve multiple markets, and align with customers’ changing needs. Elements of this index include innovation scalability, research and development, product portfolio, megatrends leverage, and customer alignment.

In a fragmented field of more than 100 industry participants in EMEA, Frost & Sullivan independently plotted the top 19 companies in this Frost Radar™ analysis: 8x8, Anywhere365, Amazon Connect, Cisco, Content Guru, Diabolocom, Enghouse, Enreach, Five9, Genesys, LeadDesk, NICE, Odigo, Puzzel, Sprinklr, Talkdesk, Telia, Vonage, and Worldline. Hosted and managed call center services are not part of this analysis.

The 19 companies featured in this analysis demonstrate leadership in growth and innovation in a highly competitive marketplace. The industry, worth €1.7 billion in 2023, continues to mature and exhibits good growth momentum for cloud contact centers, with 17% growth during the year. Frost & Sullivan also considered other factors.

• Local market presence and brand awareness: A company must demonstrate that it regularly sells CCaaS solutions within the region. Brand awareness through comprehensive, consistent marketing programs is important and assists in developing strong partnership opportunities for sales and product integrations.

• Total revenue: The company should exhibit an annual revenue of at least €25 million in sales in the region.

• Local clients: It should demonstrate a minimum of 40 active EMEA-based clients in several industry verticals.

• Innovation initiatives: Participants must prove they have several product development endeavors with significant impacts in the marketplace.

• Ethical considerations: Participants must adhere to several environmental, social, and governance (ESG) standards.

Most companies engaged with the Frost & Sullivan research team by providing written commentary and a live briefing (Anywhere365, Amazon, Cisco, Content Guru, Diabolocom, Enghouse, Enreach, Five9, Genesys, Sprinklr, Talkdesk, Vonage, Worldline). 8x8 and LeadDesk provided limited engagement. Telia did not collaborate or participate.

Several notable providers, including Avaya, RingCentral, and Zoom, are present in the EMEA CCaaS industry, but their relative immaturity in the market and lack of historical data trends are insufficient to deliver a robust analysis in this year’s Frost Radar™.

EMEA Cloud Contact Centers 2024

  • EMEA Cloud Contact Centers

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.

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Impacting your company's future growth potential.

This Frost Radar reveals the contact center-as-a-service (CCaaS) industry leaders using their Growth and Innovation scores as highlighted in the Frost Radar methodology. Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar . The publication presents competitive profiles of each company on the Frost Radar , considering their strengths and the opportunities that best fit those strengths. The Growth index measures 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. The five variables considered for this index are market share (past three years), revenue growth (past three years), growth pipeline, vision and strategy, and sales and marketing. The Innovation index examines a company s ability to develop products/services/solutions with a clear understanding of disruptive megatrends, are globally applicable, evolve and expand to serve multiple markets, and align with customers changing needs. Elements of this index include innovation scalability, research and development, product portfolio, megatrends leverage, and customer alignment. In a fragmented field of more than 100 industry participants in EMEA, Frost & Sullivan independently plotted the top 19 companies in this Frost Radar analysis: 8x8, Anywhere365, Amazon Connect, Cisco, Content Guru, Diabolocom, Enghouse, Enreach, Five9, Genesys, LeadDesk, NICE, Odigo, Puzzel, Sprinklr, Talkdesk, Telia, Vonage, and Worldline. Hosted and managed call center services are not part of this analysis. The 19 companies featured in this analysis demonstrate leadership in growth and innovation in a highly competitive marketplace. The industry, worth 1.7 billion in 2023, continues to mature and exhibits good growth momentum for cloud contact centers, with 17% growth during the year. Frost & Sullivan also considered other factors. Local market presence and brand awareness: A company must demonstrate that it regularly sells CCaaS solutions within the region. Brand awareness through comprehensive, consistent marketing programs is important and assists in developing strong partnership opportunities for sales and product integrations. Total revenue: The company should exhibit an annual revenue of at least 25 million in sales in the region. Local clients: It should demonstrate a minimum of 40 active EMEA-based clients in several industry verticals. Innovation initiatives: Participants must prove they have several product development endeavors with significant impacts in the marketplace. Ethical considerations: Participants must adhere to several environmental, social, and governance (ESG) standards. Most companies engaged with the Frost & Sullivan research team by providing written commentary and a live briefing (Anywhere365, Amazon, Cisco, Content Guru, Diabolocom, Enghouse, Enreach, Five9, Genesys, Sprinklr, Talkdesk, Vonage, Worldline). 8x8 and LeadDesk provided limited engagement. Telia did not collaborate or participate. Several notable providers, including Avaya, RingCentral, and Zoom, are present in the EMEA CCaaS industry, but their relative immaturity in the market and lack of historical data trends are insufficient to deliver a robust analysis in this year s Frost Radar .
More Information
Deliverable Type Frost Radar
Author Bernardin Arnason
Industries Information Technology
No Index No
Is Prebook No
Keyword 1 Cloud Contact Centers Emea
Keyword 2 Contact Center Innovations
Keyword 3 Customer Experience Solutions
Podcast No
WIP Number KA72-01-00-00-00

Frost Radar™: EMEA Cloud Contact Centers, 2024

$4,950.00

Special Price $3,712.50 save 25 %

In stock
SKU
IT_2024_837