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

The COVID-19 pandemic has pushed every contact center in Europe to embrace the work-at-home-agent (WAHA) modality and move their employees out of their offices to their homes (e.g., 68.8% of the outsourced agents serving European companies were working remotely by the end of 2020).

Owing to the challenges brought about by the new normal, CCaaS vendors and service providers had to respond to the remote working needs of the industry quickly, provide free/trial offers for remote agents, position aggressive pricing models, and accelerate the migration to the cloud or hybrid deployment alternatives in a remarkably short timeframe.

The post-pandemic scenario will likely feature a hybrid CC environment in which many employees and agents perform their tasks—either part-time or full-time—from a remote location.

This Frost Radar™ reveals the market positioning of 20 companies using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles for each of the companies based on their growth and innovation, including a small discussion on their positioning and potential next steps.