Frost Radar：北美客戶經驗平台，2025 年

Frost Radar: Customer Experience Platforms in North America, 2025

出版日期: 2025年10月10日 | 出版商:

Frost & Sullivan | 英文 23 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

基準化分析體系旨在鼓勵企業行為：透過創新推動新業務的創建和成長。

客戶經驗(CX) 平台能夠協調現代客戶在整個客戶旅程中跨越多個管道和觸點的複雜互動，從而提供無縫、一致且個性化的體驗。要納入 Frost Radar™ 報告，供應商必須擁有完整的客服中心解決方案。相關解決方案供應商（例如客戶關係管理、員工敬業度管理、通訊平台即服務）不在本次分析範圍內。託管式和管理式客服中心服務也不包含在本次分析中。

弗若斯特沙利文公司分析了該行業100多家公司。根據領導力及其他特徵篩選出進行詳細分析的公司，並根據10項成長和創新標準進行基準測試，以確定其在弗若斯特雷達™中的位置。該報告考慮了每家公司的優勢以及與這些優勢最契合的機遇，從而呈現弗若斯特雷達™競爭概況。

成長指數衡量公司隨時間推移的成長記錄和業績，其製定和執行完全一致的成長策略和願景的能力，其穩健的成長通路體系，以及以市場、競爭對手和最終用戶為中心的有效銷售和行銷策略。創新指數評估公司清晰理解顛覆性大趨勢並開發全球適用、不斷發展和擴展以服務多個市場並滿足客戶不斷變化的需求的產品、服務和解決方案的能力。

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 experiences. Providers must have a full-fledged contact center offering to be featured on this Frost Radar™. Adjacent solution providers (customer relationship management, workforce engagement management, and communications platform-as-a-service) are not included. Hosted and managed call center services are not part of this analysis.

Frost & Sullivan analyzed more than 100 companies in this 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 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.