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

Frost Radar™: North America Enterprise Cloud Contact Centers, 2024

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

he North American cloud contact center market is in a mature stage with a diverse set of suppliers; the enterprise market consists of a growing subset of suppliers. The Growth and Innovation leaders on the Frost Radar™ met key criteria, such as longevity of offerings in North America, consistent and increasing growth, strong go-to-market strategies, robust customer support, and investments in vital transformative technologies, such as incorporating AI across platforms.

Companies profiled in this Frost Radar™ analysis have registered consistent growth with a strong focus on innovation. All Frost Radar™ participants have a prominent position in the industry; have an omnichannel approach, including chat and web collaboration, email, and social channels; leverage advanced technologies, including artificial intelligence; have rich, integrated inbound/outbound campaign management capabilities; and have a well-defined go-to-market strategy.

As with last year, the top three suppliers in the enterprise cloud contact center market, driven by higher revenues, are NICE, Genesys, and Five9.

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.