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市場調查報告書
商品編碼
2084014
Frost Radar™：面向歐洲、中東和非洲的客戶經驗平台，2026 年Frost Radar(TM): EMEA Customer Experience Platforms, 2026 |
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客戶經驗(CX) 平台作為營運和智慧層，使企業能夠管理、協調並持續最佳化跨所有管道和觸點的客戶互動。隨著客服中心的功能不斷擴展，涵蓋數位自助服務、人工智慧驅動的問題解決和主動互動，這些平台也從簡單的路由引擎發展成為能夠流暢協調整個客戶旅程的整合系統。本Frost Radar™ 報告中介紹的供應商提供全面的客服中心解決方案，作為 CX 平台策略的基礎。 Frost & Sullivan 分析了業內 100 多家公司。根據領導力和其他特徵，選定公司進行深入分析，並根據 10 項「成長」和「創新」標準進行基準測試，從而揭示其在Frost Radar™ 中的排名。本報告展示了Frost Radar™ 中每家公司的競爭概況，分析了它們的優勢以及最適合這些優勢的機會。成長指數衡量公司的成長績效和過往記錄，以及其製定和執行完全契合的成長策略和願景、建立穩健的成長管道結構，以及製定以市場、競爭對手和終端用戶為中心的有效銷售和行銷策略的能力。創新指數則評估公司基於對顛覆性大趨勢的深刻理解，開發具有全球適用性、能夠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。
Frost Radar™：兩個關鍵指數、10 個分析要素和一個平台，用於衡量未來的成長潛力。
成長指數
成長指數 (GI) 是衡量公司成長績效和結果的指標，以及公司製定和執行完全一致的成長策略和願景、強大的成長管道結構以及以市場、競爭對手和最終用戶為中心的有效銷售和行銷策略的能力。
- 市佔率（過去三年）
- 這是該公司過去三年在特定細分市場中與競爭對手的市場佔有率對比。
- 銷售成長（過去三年）
- 這顯示了過去三年中，構成Frost Radar™ 背景市場/行業/類別的公司的收入成長率。
- 成長通路
- 這可以評估公司成長通路結構的優勢和利用情況，使其能夠不斷掌握、分析和優先考慮成長機會的整體情況。
- 願景與策略
- 這評估的是一家公司的成長策略與其願景的契合程度。一家公司在新產品和市場方面的投資是否與其既定願景相符？
- 銷售與行銷
- 這衡量的是一家公司的銷售和行銷活動在多大程度上有效地刺激了需求並實現了成長目標。
創新指數
創新指數 (II) 衡量一家公司開發具有全球適用性、不斷發展和擴展以服務多個市場並符合客戶不斷變化的需求的產品、服務和解決方案的能力，而這一切都基於對顛覆性大趨勢的清晰理解。
- 創新的擴充性
- 此指標有助於確定組織的創新是否具有全球可擴展性，是否適用於發展中市場和成熟市場，以及鄰近產業和非相鄰產業。
- 研究與開發
- 這是一個衡量公司研發策略有效性的指標，其判斷標準是公司研發投資的規模及其對公司創新管道的貢獻。
- 產品系列
- 這是用於評估公司產品系列的指標，重點關注新產品對年度銷售的相對貢獻。
- 利用大趨勢
- 這評估了公司如何積極主動地利用不斷發展的長期機會和新的經營模式，作為其創新管道的基礎。
- 與客戶保持一致
- 這評估一家公司的產品、服務和解決方案與現有客戶和潛在客戶的契合程度，以及其創新策略如何受到不斷變化的客戶需求的影響。
被列入Frost Radar(TM) 的意義
Frost Radar™ 上列出的公司都是行業成長、創新或兩者兼備的領導者。這些公司在引領各自行業走向未來方面發揮著至關重要的作用。
- 成長潛力
- 貴公司具有巨大的未來發展潛力，因此被選為「行動企業」。
- 最佳實踐
- 貴公司在塑造產業內「成長管道™」的最佳實踐方面具有極其有利的地位。
- 競爭強度
- 在成長型環境中，貴公司是競爭環境的主要驅動力之一。
- 客戶價值
- 貴公司已展現出顯著提升顧客價值提案的能力。
- 潛在的合作夥伴
- 對於客戶、投資者、價值鏈合作夥伴和未來人才而言，貴公司是他們首先想到的關鍵價值提供者。
策略挑戰與成長環境
Frost Radar™：面向歐洲、中東和非洲地區的客戶經驗平台
Frost Radar™：富有遠見的領導者－值得關注的公司
- AWS
- Cisco
- Content Guru
- Five9
- Genesys
- NiCE
- Puzzel
- Talkdesk
Frost Radar™：創新者－值得關注的公司
- 8x8
- Avaya
- Diabolocom
- Enreach
- Inconcert
- Odigo
- Sprinklr
- Verint
- Vonage
- Zoom
Frost Radar™：成長冠軍－精選公司
- Enghouse Interactive
- LeadDesk
- Mitel
Frost Radar™：競爭者 - 精選公司
- Magellan
最佳實踐和發展機遇
- 最佳實踐
- 發展機會
Frost Radar（TM）分析
下一步：利用Frost Radar™ 來增強關鍵相關人員的能力。
- 被列入Frost Radar(TM) 的意義
- Frost Radar™ 幫助 CEO 們發展壯大團隊。
- Frost Radar(TM) 為投資者提供支援。
- Frost Radar(TM) 幫助客戶。
- Frost Radar(TM) 為董事會提供支援。
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 resolution, and proactive engagement, the platforms have evolved from routing engines to integrated systems capable of orchestrating a successful full customer journey. Providers featured on this Frost Radar™ offer a comprehensive contact center solution as the foundation of their CX platform strategy. 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.
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.
Strategic Imperative and Growth Environment
Frost RadarTM: EMEA Customer Experience Platforms
Frost RadarTM: Visionary Leaders-Companies to Action
- AWS
- Cisco
- Content Guru
- Five9
- Genesys
- NiCE
- Puzzel
- Talkdesk
Frost RadarTM: Innovators-Companies to Action
- 8x8
- Avaya
- Diabolocom
- Enreach
- Inconcert
- Odigo
- Sprinklr
- Verint
- Vonage
- Zoom
Frost RadarTM: Growth Champions-Companies to Action
- Enghouse Interactive
- LeadDesk
- Mitel
Frost RadarTM: Contenders-Companies to Action
- Magellan
Best Practices & Growth Opportunities
- Best Practices
- Growth Opportunities
Frost RadarTM Analytics
Next Steps: Leveraging the Frost RadarTM to Empower Key Stakeholders
- Significance of Being on the Frost RadarTM
- Frost RadarTM Empowers the CEO’s Growth Team
- Frost RadarTM Empowers Investors
- Frost RadarTM Empowers Customers
- Frost RadarTM Empowers the Board of Directors
