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市场调查报告书
商品编码
1725008
Frost Radar：2025年北美CXM外包Frost Radar: Customer Experience Management Outsourcing in North America, 2025 |
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基准化分析系统激励主要企业－创新推动新的交易流程和成长管道
Frost Radar 是对北美 CXM 景观的调查。 Frost Radar 仅涵盖外包服务，不包括内部和共享服务中心业务。此外，它还涵盖与源自美国或加拿大的客户互动相关的收益，无论履约模式为何。这包括在岸、近岸、离岸、本土代理商履约、自动化履约和技术支援履约。
CXM 是更广泛的业务流程外包 (BPO) 产业的子集。 CXM 通常被定义为一种商业安排，即公司与外部供应商签订合约来提供服务，而不是在内部执行。服务范围从客户互动到复杂的后勤部门流程，再到整个客户生命週期中消费者与品牌之间的整个关係管理。该供应商专门从事大量入境/出站客户互动，包括客户关怀、客户维繫、客户获取、服务台、技术支援、收款以及面向企业客户的电话行销/电话销售。
Frost & Sullivan 考虑了将公司纳入 Frost Radar™ 的几个因素，包括：
- 当地市场存在和品牌认知。公司必须证明他们定期销售和营运 CX 服务。
- 透过全面、一致的行销计划提高品牌知名度。此外，我们也协助发展销售和产品整合的强大伙伴关係机会。
- 总收益。无论履约区域为何（在岸、近岸、离岸），每年都为北美客户带来至少 3 亿美国的收入。
- 本地客户端。该公司必须证明其在多个行业拥有至少 25 个活跃的 NA 客户。
- 致力于创新。参赛者必须证明他们正在进行一些产品开发工作并且正在对市场产生重大影响。
- 道德考虑。参与者必须遵守若干环境、社会和管治(ESG) 标准。
在这项 Frost & Sullivan 的 Frost Radar™ 分析中，Frost & Sullivan 在高度分散的市场（超过 500 家组织）中独特地列出了排名前 21 的公司。
Frost Radar™ 使用 Frost Radar 方法中强调的「成长」和「创新」分数揭示了北美 (NA) CXM 行业领先公司的定位。本报告根据 Frost Radar(TM) 中每家公司的优势、机会和市场地位，介绍了它们的竞争概况。 Frost & Sullivan 分析了行业内的数百家公司，并根据 Frost Radar™ 中的 10 项标准对它们进行基准测试，从而仅对主要企业进行排名。在成长和创新指标方面均处于行业领先地位的公司被评为最佳实践赢家。
成长指数评估一家公司的成长绩效和业绩记录，包括其製定和执行完全一致的成长策略和愿景、强大的成长通路系统以及专注于市场、竞争对手和最终用户的有效销售和行销策略的能力。
创新指数是在对颠覆性大趋势的清晰理解的基础上製定的，它评估一家公司开发全球适用、能够发展和扩展以服务多个市场并与不断变化的客户需求保持一致的产品、服务和解决方案的能力。
目录
策略要务与成长环境
Frost Radar™：北美的 CXM 外包
Frost Radar(TM)：主要企业
- 24 7.ai
- Alorica
- Arise Virtual Solutions
- Concentrix
- Conduent
- Firstsource
- Foundever
- Hinduja Global Solutions
- Ibex
- Infosys BPM
- IntouchCX
- iQor
- Qualfon
- Startek(R)
- Sutherland Global Services
- TaskUs
- TELUS Digital Experience
- TP
- Transcom
- TTEC
- VXI Global Solutions
最佳实践和成长机会
- 最佳实践
- 成长机会
Frost Radar(TM) 分析
下一步利用Frost Radar™赋能关键相关利益者
- 登上 Frost Radar™ 意味着什么
- Frost Radar™ 协助 CEO 的成长团队
- Frost Radar(TM) 赋能投资者
- Frost Radar(TM) 协助客户
- Frost Radar™ 赋能董事会
免责声明
A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines
This Radar examines the North American CXM landscape. It includes outsourcing services alone, excluding operations performed in-house and in shared service centers. Furthermore, it encompasses revenue associated with customer interactions that originate in the United States or Canada, regardless of the fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated, and technology-enabled fulfillment.
CXM is a subset of the much broader business process outsourcing (BPO) industry. Usually, it is defined as a business arrangement in which a company contracts an outside supplier to perform a service rather than accomplishing it in-house. Services can range from handling customer interactions to complex back-office processes to managing the entire relationship between consumers and brands throughout the customer lifecycle. Suppliers specialize in dealing with high volumes of inbound and outbound customer interactions for customer care, retention, and acquisition; help desk; technical support; collections; and telemarketing/telesales for business clients.
Frost & Sullivan considered several factors for a company to be included in this Frost Radar™, such as:
- Local market presence and brand awareness. A company must demonstrate that it regularly sells and operates CX services.
- Brand awareness through comprehensive and consistent marketing programs. The company also assists in developing strong partnership opportunities for sales and product integrations.
- Total revenue. The company exhibits annual revenues of at least $300 million US dollars in sales for NA clients, regardless of the fulfillment region (onshore, nearshore, offshore).
- Local clients. The company should demonstrate that it has a minimum of 25 active NA clients in several industry verticals.
- Innovation initiatives. Participants must prove that they have several product development endeavors and that they have a significant impact in the marketplace.
- Ethical considerations. Participants must adhere to several environmental, social, and governance (ESG) standards.
In a highly fragmented market composed of more than 500 organizations, Frost & Sullivan independently plotted the top 21 companies in this Frost Radar™ analysis.
This Frost RadarTM reveals the positioning of the key companies in the North American (NA) customer experience management (CXM) industry using their Growth and Innovation scores as highlighted in the Frost RadarTM methodology. The document presents competitive profiles on each of the companies in the Frost Radar™ based on their strengths, opportunities, and market position. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where only a limited number of leading providers are then positioned. Industry leaders on both the Growth and Innovation Indexes are recognized as best practice recipients.
The Growth Index is a measure of 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 Innovation Index is a measure of a company's ability to develop products/services/solutions that are developed with a clear understanding of disruptive Mega Trends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers' changing needs.
Table of Contents
Strategic Imperative and Growth Environment
Frost Radar™: Customer Experience Management Outsourcing in North America
Frost Radar™: Companies to Action
- 24 7.ai
- Alorica
- Arise Virtual Solutions
- Concentrix
- Conduent
- Firstsource
- Foundever
- Hinduja Global Solutions
- Ibex
- Infosys BPM
- IntouchCX
- iQor
- Qualfon
- Startek(R)
- Sutherland Global Services
- TaskUs
- TELUS Digital Experience
- TP
- Transcom
- TTEC
- VXI Global Solutions
Best Practices & Growth Opportunities
- Best Practices
- Growth Opportunities
Frost Radar™ Analytics
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
