Frost Radar™: EMEA Cloud Contact Centers, 2024

Frost Radar™: EMEA Cloud Contact Centers, 2024

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

This Frost Radar™ reveals the contact center-as-a-service (CCaaS) industry leaders using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. 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.

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 five variables considered for this index are market share (past three years), revenue growth (past three years), growth pipeline, vision and strategy, and sales and marketing.

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. Elements of this index include innovation scalability, research and development, product portfolio, megatrends leverage, and customer alignment.

In a fragmented field of more than 100 industry participants in EMEA, Frost & Sullivan independently plotted the top 19 companies in this Frost Radar™ analysis: 8x8, Anywhere365, Amazon Connect, Cisco, Content Guru, Diabolocom, Enghouse, Enreach, Five9, Genesys, LeadDesk, NICE, Odigo, Puzzel, Sprinklr, Talkdesk, Telia, Vonage, and Worldline. Hosted and managed call center services are not part of this analysis.

The 19 companies featured in this analysis demonstrate leadership in growth and innovation in a highly competitive marketplace. The industry, worth €1.7 billion in 2023, continues to mature and exhibits good growth momentum for cloud contact centers, with 17% growth during the year. Frost & Sullivan also considered other factors.

• Local market presence and brand awareness: A company must demonstrate that it regularly sells CCaaS solutions within the region. Brand awareness through comprehensive, consistent marketing programs is important and assists in developing strong partnership opportunities for sales and product integrations.

• Total revenue: The company should exhibit an annual revenue of at least €25 million in sales in the region.

• Local clients: It should demonstrate a minimum of 40 active EMEA-based clients in several industry verticals.

• Innovation initiatives: Participants must prove they have several product development endeavors with significant impacts in the marketplace.

• Ethical considerations: Participants must adhere to several environmental, social, and governance (ESG) standards.

Most companies engaged with the Frost & Sullivan research team by providing written commentary and a live briefing (Anywhere365, Amazon, Cisco, Content Guru, Diabolocom, Enghouse, Enreach, Five9, Genesys, Sprinklr, Talkdesk, Vonage, Worldline). 8x8 and LeadDesk provided limited engagement. Telia did not collaborate or participate.

Several notable providers, including Avaya, RingCentral, and Zoom, are present in the EMEA CCaaS industry, but their relative immaturity in the market and lack of historical data trends are insufficient to deliver a robust analysis in this year’s Frost Radar™.