Frost Radar™: Enterprise Cloud Contact Centers in North America, 2023

Frost Radar™: Enterprise Cloud Contact Centers in North America, 2023

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

The 2023 North American enterprise cloud contact center Frost Radar™ identifies leaders in the enterprise contact center-as- a- service (CCaaS) industry. The market continues to mature and brings enhanced technology, efficiency, and agility to contact centers throughout North America.

Frost & Sullivan defines a cloud contact center as a network-based service (accessed over the internet) where either a vendor or a service provider hosts a contact center technology platform and provides its functionalities, applications, and features to end users as a service. The customer pays a use-based fee for the service to the vendor or service provider (including telecom service providers). Pricing is typically on a per-agent/per-month, per-minute, or per-interaction basis. This analysis covers multitenant and multi-instance cloud contact center applications as well as premises-based multi-instance and cloud single-tenant solutions. The contact center platform must, in all cases, be hosted outside the customer’s premises and either accessed over the internet or with dedicated access.

A CCaaS solution is licensed on a subscription basis that enables organizations to only purchase the seats and functionality they need and dynamically change the configuration in line with operational needs. Organizations only pay for the technology they have available to use at a given time (hence, “as a service”); there is no or limited upfront investment, no additional maintenance costs, and the provider maintains the software. Most CCaaS platforms can be subscribed all-in-one, including all the basic contact center functionality (although organizations are free to subscribe to specific functionality from other providers).

The North American CCaaS market is fragmented with more than 100 providers. The enterprise segment consists of companies that sell to large (at least 300 seats) and very large (1,000-plus seats) enterprises. The 13 companies featured in this Frost Radar™ are demonstrating leadership in Growth and Innovation in this highly competitive marketplace.

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.