欧州の顧客体験（CX）アウトソーシングサービス（2023年）：Frost Radar

顧客体験（CX）アウトソーシングサービス市場は、今後5年間で急速に拡大すると予想されます。欧州の企業では、高いインフレ率、賃金の上昇、経済の先行き不透明感、CX運用管理の複雑化などから、CXスキルのアウトソーシングを推し進める動きが強まると考えられます。

当レポートでは、欧州の顧客体験（CX）アウトソーシングサービス市場について調査分析し、Frost Radar（TM）の調査手法に基づいた、企業の市場ポジショニングについての情報を提供しています。

目次

戦略的必須事項と成長環境

• 戦略的必須事項
• 成長環境

Frost Radar（TM）

• Frost Radar（TM）：欧州のCXアウトソーシングサービス
• Frost Radar（TM）：競合環境

主要企業

• AlmavivA
• Atento
• Bosch Service Solutions
• Capita
• Comdata
• Concentrix
• Covisian
• Firstsource
• Infosys BPM
• Intelcia
• Konecta
• M+ Group
• Majorel
• regiocom
• Sites Group（R）
• Tech Mahindra
• Teleperformance
• TELUS International
• Transcom
• Webhelp

戦略的洞察

• 戦略的洞察

次のステップ：Frost Radar（TM）を活用して主要な利害関係者を支援

• Frost Radar（TM）に参加する意義
• Frost Radar（TM）がCEOの成長チームを支援
• Frost Radar（TM）が投資家を支援
• Frost Radar（TM）が顧客を支援
• Frost Radar（TM）が取締役会を支援

Frost Radar（TM）分析

• Frost Radar（TM）：将来の成長ポテンシャルのベンチマーク
• 免責事項

A Benchmarking System to Spark Companies to Action-Innovation that Fuels New Deal Flow and Growth Pipelines

Over the next five years, the customer experience (CX) outsourcing services market will continue to grow rapidly, fueled by two factors: the recognition of CX as a potent strategy for competitive differentiation and the compelling incentives for businesses to outsource their CX operations.

Companies expect continuous process enhancement and rapid innovation. Organizations are seeking partnerships with nimble CX service providers to accelerate time to market as they adjust to shifting conditions. The secret to a provider's success is finding the perfect blend of people, processes, and technologies that will give clients access to dependable and agile transformation capabilities.

For the third year in a row, improving CX ranked as the top business goal among IT decision makers who participated in a Frost & Sullivan survey. Organizations across the board now realize that a superior CX is imperative for market relevance. This shift is bringing greater attention and investment opportunities to CX outsourcing services.

The push to outsource CX skills will increase for European firms because of high inflation rates, rising wages, an uncertain economic future, and the growing complexity of managing CX operations and delivering the best results.

Hundreds of suppliers offer a wide range of outsourced contact center services to enterprise clients in this developed, fragmented, and competitive industry. Long-term market dynamics favor large providers because of their strong brand awareness, extensive clientele, sound experience, and commendable resources for expanding their solution portfolios and offers. The CX outsourcing services landscape is mature. Competition is fierce, and the most significant players have developed noteworthy innovation capabilities and a promising roadmap.

The Frost Radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles on each of the companies in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes numerous companies in an industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned.

Table of Contents

Strategic Imperative and Growth Environment

• Strategic Imperative
• Strategic Imperative (continued)
• Growth Environment

Frost Radar™

• Frost Radar™: European CX Outsourcing Services
• Frost Radar™: Competitive Environment
• Frost Radar™: Competitive Environment (continued)
• Frost Radar™: Competitive Environment (continued)

Companies to Action

• AlmavivA
• Atento
• Bosch Service Solutions
• Capita
• Comdata
• Concentrix
• Covisian
• Firstsource
• Infosys BPM
• Intelcia
• Konecta
• M+ Group
• Majorel
• regiocom
• Sitel Group®
• Tech Mahindra
• Teleperformance
• TELUS International
• Transcom
• Webhelp

Strategic Insights

• Strategic Insights

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

Frost Radar™Analytics

• Frost Radar™: Benchmarking Future Growth Potential
• Frost Radar™: Benchmarking Future Growth Potential
• Legal Disclaimer