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市场调查报告书
商品编码
1725032
Frost Radar：2025年欧洲CXM外包Frost Radar: Customer Experience Management Outsourcing in Europe, 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
这款 Frost Radar™ 研究了欧洲 CXM 外包格局。 CXM 是更广泛的业务流程外包产业的子集。通常，外包是一种商业安排，即公司与外部供应商签订合约来提供服务，而不是在内部提供服务。服务范围从客户互动和处理复杂的后勤部门流程到管理整个客户生命週期中的消费者和品牌之间的关係。该供应商专门从事大量入境和出站互动，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。
被纳入 Frost & Sullivan Frost Radar™ 的公司名单的部分因素包括：
- CX服务的定期销售和运营
- 透过全面一致的行销计划提高品牌知名度
- 每年向欧洲客户销售至少 2 亿欧元，无论履约地点在哪里（境内、离岸、境外）
- 至少有 25 个活跃的欧洲客户，涉及多个行业
- 创新倡议并对市场产生重大影响
- 遵守多项环境、社会和管治标准
在拥有超过 250 家组织的高度分散的市场中，Frost & Sullivan 在本次 Frost Radar™ 分析中独特地绘製出了排名前 14 的公司。
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、可发展和扩展以服务多个市场并满足不断变化的客户需求的产品、服务和解决方案的能力。
Frost & Sullivan 分析了某个行业内的大量公司。 Frost & Sullivan 对该行业内的众多公司进行分析，根据领导力或其他卓越表现选择需要进一步分析的公司，根据 10 个「成长」和「创新」标准对它们进行基准测试，并揭示它们在 Frost Radar™ 上的排名。它为 Frost Radar(TM) 上列出的每家公司提供了竞争概况，并讨论了每家公司的优势以及最适合这些优势的商业机会。
目录
策略要务与成长环境
Frost Radar：欧洲的 CXM 外包
Frost Radar：主要企业
- Atento
- Capita
- Concentrix
- Covisian
- Firstsource
- Foundever
- Infosys BPM
- Intelcia
- Konecta
- Mplus
- Tech Mahindra
- TELUS Digital Experience
- TP
- Transcom
最佳实践和成长机会
霜冻雷达分析
- 霜冻雷达：衡量您未来的成长潜力。 2 个关键指标、10 个分析组件、1 个平台。
后续步骤：使用 Frost Radar 赋能关键相关利益者
- 登上 Frost Radar 的意义
- Frost Radar 赋能 CEO 成长团队
- Frost Radar 赋能投资者
- Frost Radar 辅助客户
- Frost Radar 协助董事会
后续步骤Next steps
免责声明
A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines
This Frost Radar™ examines the European customer experience management (CXM) outsourcing landscape. CXM is a subset of the much broader business process outsourcing industry. Usually, it is 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 or complex, back-office processes to managing the relationship between consumers and brands throughout the customer lifecycle. Suppliers specialize in dealing with high volumes of inbound and outbound 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™:
- Regularly sales and operations of CX services
- Brand awareness through comprehensive and consistent marketing programs
- Annual revenue of at least €200 million in sales for European-based clients, regardless of the fulfillment region (onshore, nearshore, offshore)
- A minimum of 25 active European clients in several industry verticals
- Innovation initiatives that have a significant impact in the marketplace
- Adherence to several environmental, social, and governance standards.
In a highly fragmented market consisting of more than 250 organizations, Frost & Sullivan independently plotted the top 14 companies in this Frost Radar™ analysis.
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 megatrends, are globally applicable, can evolve and expand to serve multiple markets, and are aligned to customers' changing needs.
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.
Table of Contents
Strategic Imperative and Growth Environment
Frost Radar: Customer Experience Management Outsourcing in Europe
Frost Radar: Companies to Action
- Atento
- Capita
- Concentrix
- Covisian
- Firstsource
- Foundever
- Infosys BPM
- Intelcia
- Konecta
- Mplus
- Tech Mahindra
- TELUS Digital Experience
- TP
- Transcom
Best Practices & Growth Opportunities
Frost Radar Analytics
- Frost Radar: Benchmarking Future Growth Potential 2 Major Indices, 10 Analytical Ingredients, 1 Platform
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
