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市場調查報告書
商品編碼
2125759
Frost Radar™：亞太地區客戶經驗平台，2026Frost Radar(TM): Customer Experience Platforms in Asia-Pacific, 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。隨著客服中心從傳統的語音互動向數位化自助服務、人工智慧驅動的問題解決和主動式客戶參與演進，CX 平台轉型為整合式編配平台，以管理和最佳化整個客戶體驗。亞太地區的客戶期望在所有管道（包括語音、數位、聊天、社群媒體、即時通訊和自助服務）中獲得同理心、個人化且一致的體驗。由於通訊生態系統和數位商務的多元化，這一點在該地區尤其重要，迫使企業對其 CX 平台和編配能力進行現代化改造，而不是依賴分散的客服中心工具。隨著客戶期望的提高和客戶旅程的日益複雜，企業正步入 CX 轉型的關鍵階段。在一個快速發展且日益分散的市場中，有超過 100 家合格的公司進入市場， Frost & Sullivan獨立評估了市場格局，並選擇了 19 家公司作為「Frost Radar™」的基準。
Frost & Sullivan公司對其所在行業的眾多公司進行分析。基於領導力及其他特徵，公司將被選中進行深入分析，並根據10項成長和創新標準進行基準評估，揭示其在Frost Radar™上的排名。本報告呈現了Frost Radar™上每家公司的競爭概況，分析了它們的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。
- 市場佔有率（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， Frost Radar™ 所依據的市場、產業和類別中各公司的營收成長率。
- 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
- 這是對公司成長策略與其願景契合程度的評估。公司在新產品和新市場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滿足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。
- 與客戶的整合性
- 這評估了公司的產品、服務和解決方案在多大程度上適用於現有客戶和潛在客戶，以及其創新策略如何受到不斷變化的客戶需求的影響。
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非常重要的作用。
- 成長潛力
- 該公司因其未來巨大的成長潛力而被選為值得關注的公司。
- 最佳實踐
- 擁有非常有利的地位，可以塑造業界成長管道™的最佳實踐。
- 競爭強度
- 是推動經濟成長環境下競爭加劇的主要動力之一。
- 客戶價值
- 已經證明有能力顯著提升為客戶創造的提案。
- 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，首先想到的關鍵價值提供者。
目錄
策略要務與成長環境
Frost Radar™：亞太地區客戶經驗平台
Frost Radar™：值得關注的公司
- 8x8
- Amazon Web Services
- Avaya
- Bright Pattern
- Cisco
- Content Guru
- Enghouse Interactive
- Exotel
- Five9
- Genesys
- IPscape
- NiCE
- Sprinklr
- Talkdesk
- Toku
- Twilio
- Verint
- Vonage
- Zoom
最佳實踐和發展機會
- 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。
- 列入Frost Radar（TM）的意義
- Frost Radar™ 協助 CEO 壯大團隊。
- Frost Radar（TM）為投資者提供支援。
- Frost Radar（TM）為客戶提供支援。
- Frost Radar（TM）為董事會提供支援。
免責聲明
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 centers evolve beyond traditional voice interactions to include digital self-service, AI-driven resolutions, and proactive customer engagement, CX platforms are transforming into integrated orchestration platforms that manage and optimize the entire customer journey. Customers across the Asia-Pacific region expect empathetic, personalized, and consistent experiences across voice, digital, chat, social, messaging, and self-service channels. This is especially important because of the diverse messaging ecosystems and digital commerce in the region and is prompting organizations to modernize CX platforms and orchestration capabilities rather than rely on fragmented contact center tools. Organizations are entering a decisive CX transformation stage as customer expectations increase and journeys become more complex. In a rapidly evolving and increasingly fragmented market with more than 100 qualified participants, Frost & Sullivan independently evaluated the landscape and selected 19 companies to be benchmarked in this Frost Radar™.
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.
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.
Table of Contents
Strategic Imperative and Growth Environment
Frost Radar™: Customer Experience Platforms in Asia-Pacific
Frost Radar™: Companies to Action
- 8x8
- Amazon Web Services
- Avaya
- Bright Pattern
- Cisco
- Content Guru
- Enghouse Interactive
- Exotel
- Five9
- Genesys
- IPscape
- NiCE
- Sprinklr
- Talkdesk
- Toku
- Twilio
- Verint
- Vonage
- Zoom
Best Practices & Growth Opportunities
- Best Practices
- Growth Opportunities
Frost Radar™ Analytics
Next Steps: Leveraging the Frost Radar™ to Empower Key Stakeholders
- Significance of Being on the Frost Radar™
- Frost Radar™ Empowers the CEO's Growth Team
- Frost Radar™ Empowers Investors
- Frost Radar™ Empowers Customers
- Frost Radar™ Empowers the Board of Directors
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