A Benchmarking System to Spark Companies to Action - Innovation that Fuels New Deal Flow and Growth Pipelines
The global CCaaS market generated revenue of $4.99 billion in 2021, a 21.6% increase from 2020. The analyst projects that revenue will increase at a 13.2% compound annual growth rate to reach $9.29 billion by 2026. The North American CCaaS market contributed $3.03 billion of that 2021 amount (representing 14.2% year-over-year growth) and is expected to reach $5.22 billion by 2026.
The North American market has a larger percentage of large and very large enterprise customers, particularly because many multinational companies are based in the United States. Catering to the development needs of large-scale deployments represents a significant opportunity that more CCaaS providers are pursuing. The analyst defines the enterprise market as contact center deployments between 300 and 1,000 agents, while the large enterprise market consists of deployments exceeding 1,000 agents.
In a field of dozens of North American CCaaS industry participants, the analyst independently plotted the top 14 companies in this Frost Radar™ analysis for the enterprise market.
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 of each company in the Frost Radar™ based on their strengths, opportunities, and a small discussion on their positioning. The analyst analyzes hundreds of companies in an industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies in the industry are then positioned.
Table of Contents
- Strategic Imperative
- Growth Environment
- ECCC Inclusion Criteria
- Primary and Secondary Attributes of the Enterprise Market
- Frost Radar™: North American Enterprise Cloud Contact Center Market
- Frost Radar™: Competitive Environment
- Bright Pattern
- 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
- Frost Radar™: Benchmarking Future Growth Potential
A selection of companies mentioned in this report includes:
- Bright Pattern