Frost Radar™：北美客戶經驗平台，2026 年

Frost Radar(TM): Customer Experience Platforms in North America, 2026

出版日期: 2026年08月26日 | 出版商:

Frost & Sullivan | 英文 86 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

客戶經驗平台（CXP）簡化了現代客戶互動中的複雜性，在多個管道和接點上提供無縫、一致且個人化的客戶體驗。 Frost Frost Radar™ 分析中重點介紹的供應商提供功能齊全的原生 CXP，包括客服中心軟體、人工智慧、全通路互動、旅程編配、託管語音通訊網路、人力資源管理和其他功能。相關解決方案供應商（例如客戶關係管理、獨立勞動力互動管理、通訊平台即服務等）不在本次分析範圍內。託管、轉售和管理的客服中心服務也不在本次分析範圍內。 Frost & Sullivan 分析了該行業的100 多家公司。根據領導力和其他特徵篩選出的公司將根據 10 項「成長」和「創新」標準進行基準測試，揭示其在Frost Radar™ 上的排名。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、建立穩健的成長通路體系，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。創新指數評估公司開發全球適用、不斷發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深刻理解。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。

策略要務與成長環境

Frost Radar™：北美客戶經驗平台

Frost Radar™：有遠見的領導者：Company to Action（重點公司）

AWS
Cisco
Five9
Genesys
NiCE
Talkdesk

Frost Radar™：創新公司：Company to Action（重點公司）

8x8
Avaya
Dialpad
Sprinklr
UJET
Zoom

Frost Radar™：快速成長型公司：Company to Action（重點公司）

Enghouse Interactive
Mitel

Frost Radar™：競爭對手：Company to Action（重點公司）

Microsoft
Salesforce
Vonage

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™ 為關鍵相關人員提供支持

列入Frost Radar™的意義
Frost Radar™ 支援CEO的成長團隊。
Frost Radar™為投資者提供支援。
Frost Radar™為客戶提供協助。
Frost Radar™為董事會提供支援。

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簡介目錄

Product Code: KCE6-76

A customer experience platform (CXP) brings order to the complexity of modern customer interactions, covering multiple channels and touchpoints to deliver a journey that is seamless, consistent, and personalized. Providers featured in this Frost Radar™ analysis offer a full-fledged native CXP that includes contact center software, AI, omnichannel engagement, journey orchestration, a managed telephony network, workforce management, and other capabilities. Adjacent solution providers (e.g., customer relationship management, stand-alone workforce engagement management, and communications platform-as-a-service) are not included. Hosted, resold, and managed call center services also 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 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. The publication presents competitive profiles of each company on the Frost Radar™, considering their strengths and the opportunities that best fit those strengths.