Frost Radar™: Which Leading Companies Are Driving the Growth of Customer Experience Platforms in EMEA?

A benchmarking system to spark companies to action - innovation that fuels new deal flow and growth pipelines

Featured Companies
AWS
Cisco
Content Guru
Five9
Genesys
NiCE
Puzzel
Talkdesk
8x8
Avaya
Diabolocom
Enreach
Inconcert
Odigo
Sprinklr
Vonage
Zoom
Enghouse Interactive
LeadDesk
Mitel
Magellan

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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 industry, 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 industries, and align with customers’ changing needs.

The main goal is continuous improvement.

  • What role do CX platforms help organizations manage, orchestrate, and continuously optimize customer interactions across every channel and touchpoint?
  • In what ways are digital self-service, AI-driven resolution, and proactive engagement redefining contact centers, and facilitating a successful customer journey?
  • What are the major companies benchmarked in this Frost Radar™, and how can you adopt industry best practices and gain a competitive edge over them?