 |
市場調查報告書
商品編碼
2106695
Frost Radar™：拉丁美洲客戶經驗平台，2026 年Frost Radar(TM): Customer Experience Platforms in Latin America, 2026 |
||||||
客戶經驗(CX) 平台整合了貫穿客戶旅程的多個管道和觸點上的現代、複雜的客戶互動，從而提供無縫、一致且個性化的客戶體驗。 Frost & Frost & Sullivan的行業研究涵蓋了近 100 家服務和解決方案供應商，而Frost Radar™ 則重點關注另外 18 家在市場覆蓋範圍、用戶採納率、成長率、產品創新和客戶體驗方面表現突出的關鍵企業。 Frost Frost Radar™ 中列出的提供者提供完整的客服中心解決方案；相關解決方案供應商（CRM、WEM 或 CPaaS）不包含在內。基於人工智慧的功能正在革新許多部署和解決方案，這不僅為本分析涵蓋的供應商帶來了挑戰，也帶來了機會。其中一些公司正在提供創新解決方案，而另一些公司則因此失去了市場佔有率。
Frost Radar ™利用其獨特的調查方法，透過成長和創新評分，揭示拉丁美洲客戶體驗平台產業主要參與者的市場地位。 Frost & Sullivan 對業內眾多公司進行分析。基於領導力及其他特徵，選定的公司將接受進一步分析，並根據 10 項成長和創新標準進行基準評估。本報告呈現每家公司在Frost Radar™ 上的競爭概況，充分考慮其優勢以及最適合發揮這些優勢的機會。
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(TM) 背景的各個市場/行業/類別中各公司的收入成長率。
- 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可擴展性，並在全球範圍內適用，無論是在發展中市場還是成熟市場，以及在相鄰行業和非相鄰行業。
- 研究與開發
- 這是衡量公司研發策略有效性的指標，評判標準是公司研發投入的規模及其對創新管道的貢獻。
- 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
- 此指標用於評估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，以及不斷變化的客戶需求如何影響其創新策略。
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。
策略要務與成長環境
Frost Radar™：面向拉丁美洲的客戶經驗平台
Frost Radar™：值得關注的公司
- 2CX
- Amazon Web Services
- Avaya
- Bright Pattern
- Broadvoice
- Cisco
- Enghouse Interactive
- Five9
- Genesys
- Inconcert
- Mitrol
- net2phone
- NiCE
- Olos
- Talkdesk
- Vocalcom
- Wise CX
- wolkvox
最佳實踐和發展機遇
- 最佳實踐
- 發展機會
Frost Radar™ 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) 為客戶提供協助。
- Frost Radar(TM) 為董事會提供支援。
免責聲明
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 to 100 service and solution providers, this Frost Radar™ profiles 18 more significant players in terms of market reach, user adoption, growth rates, product innovation, and CX. Providers included on this Frost Radar™ have a full-fledged contact center offering. Adjacent solution providers (CRM, WEM, or CPaaS) are not included. AI-based capabilities are disrupting many deployments and solutions. This acts as a threat and an opportunity for the providers featured in this analysis. While some of these companies are providing the disruptive solutions, some are losing ground because of them.
This Frost Radar™ reveals the positions of key companies in the Latin American CX platforms industry 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. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.
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: Customer Experience Platforms in Lain America
Frost RadarTM: Companies to Action
- 2CX
- Amazon Web Services
- Avaya
- Bright Pattern
- Broadvoice
- Cisco
- Enghouse Interactive
- Five9
- Genesys
- Inconcert
- Mitrol
- net2phone
- NiCE
- Olos
- Talkdesk
- Vocalcom
- Wise CX
- wolkvox
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
Legal Disclaimer
