Frost Radar:亞太地區的客戶經驗外包服務 (2022年)

Frost Radar: Asia-Pacific Customer Experience Outsourcing Services, 2022

出版日期: 2022年12月23日 | 出版商:

Frost & Sullivan | 英文 50 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

企業，作為競爭上的差異化要素，在各方面認識到提供出色顧客服務的重要性。客戶經驗的外包服務，在客戶中心主義成為主流之中，構築端到端的堅固顧客歷程上，日益發揮重要作用。

本報告提供亞太地區的客戶經驗外包服務的市場調查，市場概要，主要企業的簡介，Frost Radar獨自的評價標準為基礎進入經營者的基準分析等資料。

Organizations across the board realize the significance of delivering excellent customer service as a competitive differentiator. Customer experience (CX) outsourcing services play an increasingly vital role in building a robust end-to-end customer journey as customer-centricity takes center stage. Providing contextual, proactive, seamless, and personalized experiences is imperative for staying competitive and relevant in their market. This shift brings greater attention and investment opportunities to the CX outsourcing services market.

The CX industry is increasingly more tech-intensive as advanced technology solutions create seamless and effortless CX while reducing costs across front- and back-end operations. The complexity of deploying technologies has led organizations to partner with CX outsourcing service providers to redesign their legacy contact centers and create digitally enabled intelligent customer engagement hubs.

The CX outsourcing services landscape is mature and highly fragmented, with global, regional, and local outsourcing service providers vying for an opportunity. The market saw an influx of leading global BPOs, traditional IT services, traditional CX outsourcing, and pure-play digital service providers. Global players are exploring growth opportunities by acquiring regional and local service providers or setting up their own offices in the region. In a field of more than 200 global and local industry participants, including more than a dozen smaller companies that either are exploring the market or have recently entered it, Frost & Sullivan identified 23 companies as the market powerhouses for this Frost Radar™ analysis. Alorica, Concentrix, Everise, Firstsource, Genpact, Hexaware, Hinduja Global Solutions (HGS), HKT Teleservices, Infosys BPM, Majorel, PROBE Group, Relia Group, Sitel Group®, Startek, Sutherland Global Services, TDCX, Tech Mahindra, Teleperformance, TELUS International, Transcom, transcosmos, TTEC, and Webhelp.

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 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.