Frost Radar™: Australia Customer Experience Outsourcing Services Market, 2020

Frost Radar™: Australia Customer Experience Outsourcing Services Market, 2020

  • September 2020 •
  • 38 pages •
  • Report ID: 5974255 •
  • Format: PDF
Delivering effective and efficient customer experiences has become the foundation of customer-centric organizations’ growth strategies.In Australia and around the world, customers are demanding engaging experiences, personalization, and on-demand, predictive, and proactive services.

A successful customer experience strategy requires a customer engagement and management roadmap; design expertise; the right mix of technology, process, and people expertise; rightshoring; digitally enabled contact centers; and the effective use of the ideal communication channels. The complexity of these factors has led Australian organizations to recognize the benefits of outsourcing to boost operational efficiencies, mitigate business risks, and increase responsiveness.

Contact centers have become the front line of customer interactions. Organizations are striving to improve the customer experience through advanced technologies that optimize agent performance and deliver omnichannel solutions. The radar™ reveals the market positioning of companies in an industry using their Growth and Innovation scores as highlighted in the radar™ methodology. The document presents competitive profiles on each of the companies in the radar™ based on their strengths, opportunities, and a small discussion on their positioning. The analyst examines hundreds of companies in the industry and benchmarks them across 10 criteria on the 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.