Frost Radar:北美的企业用云端客服中心市场 (2022年)

全球CCaaS的市场规模，从2020年开始增加21.6％，2021年达到49亿9,000万美元。预计今后以13.2％的年复合成长率增加，2026年达到92亿9,000万美元。另一方面，北美的CCaaS市场，2021年是 (与前一年同期比较增加14.2％)30亿3,000万美元，预计2026年达到52亿2,000万美元。

北美市场，尤其是因为很多跨国公司在美国放置据点，大企业和超大企业客户的比例变多。对应大规模展开的开发需求，成为更多CCaaS供应商追求的重要机会。

本报告提供北美的企业用云端客服中心市场相关分析，依Frost Radar (TM) 的10项评估指标，提供主要企业 (共14家公司) 在市场上的定位和竞争上的优势、机会等相关调查与考察。

目录

策略性请求与成长环境

• 策略性课题
• 成长环境
• ECCC的蕴藏标准
• 企业市场的一次属性和二次属性
• 定义

Frost Radar (TM)

• Frost Radar (TM):北美的企业用云端客服中心市场
• Frost Radar (TM):竞争环境

主要企业:推荐行动 (C2A)

• 8x8
• Alvaria
• Avaya
• Bright Pattern
• Cisco
• Dialpad
• Five9
• Genesys
• LiveVox
• Mitel
• NICE
• SharpenCX
• Thrio
• Vonage

策略的考察

• 策略的考察

下一步:活用Frost Radar (TM) ，对主要相关利益者的支援

• 活用FrostRadar (TM) 的重要性
• FrostRadar (TM) 对CEO的成长团队的支援
• FrostRadar (TM) 对投资者的支援
• FrostRadar (TM) 对客户的支援
• FrostRadar (TM) 对董事会的支援

FrostRadar (TM) 分析

• FrostRadar (TM):未来的成长可能性的比较分析
• 免责声明

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

The global CCaaS market generated revenue of $4.99 billion in 2021, a 21.6% increase from 2020. Frost & Sullivan projects that revenue will increase at a 13.2% compound annual growth rate to reach $9.29 billion by 2026. The North American CCaaS market contributed $3.03 billion of that 2021 amount (representing 14.2% year-over-year growth) and is expected to reach $5.22 billion by 2026.

The North American market has a larger percentage of large and very large enterprise customers, particularly because many multinational companies are based in the United States. Catering to the development needs of large-scale deployments represents a significant opportunity that more CCaaS providers are pursuing. Frost & Sullivan defines the enterprise market as contact center deployments between 300 and 1,000 agents, while the large enterprise market consists of deployments exceeding 1,000 agents.

In a field of dozens of North American CCaaS industry participants, Frost & Sullivan independently plotted the top 14 companies in this Frost Radar™ analysis for the enterprise market.

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 of each company in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of 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
• Growth Environment (continued)
• ECCC Inclusion Criteria
• ECCC Inclusion Criteria (continued)
• Primary and Secondary Attributes of the Enterprise Market
• Definitions

Frost Radar™

• Frost Radar™: North American Enterprise Cloud Contact Center Market
• Frost Radar™: Competitive Environment
• Frost Radar™: Competitive Environment (continued)
• Frost Radar™: Competitive Environment (continued)

Companies to Action

• 8x8
• Alvaria
• Avaya
• Bright Pattern
• Cisco
• Dialpad
• Five9
• Genesys
• LiveVox
• Mitel
• NICE
• SharpenCX
• Thrio
• Vonage

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