亞太地區的雲端客服中心服務市場 (2022年):Frost Radar
Frost Radar: Asia-Pacific Cloud Contact Center Services, 2022
現在，在亞太地區運作的客服中心，大部分以傳統的基礎設施與軟體運作，未對應客戶的數位需求。隨著該地區的CCaaS (Contact Center-as-a-Service)市場成熟，許多企業為了維持內部部署系統摸索雲端技術作為富有魅力的選項。
A Benchmarking System to Spark Companies to Action-Innovation that Fuels New Deal Flow and Growth Pipelines
The year 2021 was pivotal for contact centers. Organizations grappled with the continual challenges brought on by the COVID-19 pandemic while working to meet customer demand for efficient service and an improved customer experience (CX). The contact center and CX landscape was severely affected by the disruptions caused by the pandemic, which accelerated the digitalization of customer and supply-chain interactions and internal operations in Asia-Pacific (APAC).
The majority of contact centers operating in APAC today are running on legacy infrastructure and software that cannot keep up with customers' digital needs. As the APAC Contact Center-as-a-Service (CCaaS) market matures, many enterprise customers are exploring cloud technology as an attractive option to maintain on-premises systems.
Connecting the end-to-end customer and employee experience across multiple systems and geographies has created pressure on organizations to become agile, flexible, and scalable. Organizations want to engage with customers at every touch point of their journey through a digital-first approach; however, on-premises legacy contact center technologies limit the addition of new digital channels (e.g., social media, email, WhatsApp, WeChat) or integration of software applications (e.g., CRM, CMS, WFM systems, QM) and digital technology solutions (e.g., RPA, IVR, AI, ML, and analytics).
A cloud-based contact center is the optimal alternative to on-premises contact centers as it offers a compelling value proposition for organizations and is a vital enabler of a mature CX strategy. It is more important than ever that IT executives examine their legacy contact center systems and look at modernizing their operations toward transformative CX hubs.
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 on each of the companies in the Frost Radar based on their growth, innovation, and a small discussion on their positioning. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar, where the leading companies in the industry are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.