Frost Radar™: Australia Cloud Contact Center Services, 2020

Frost Radar™: Australia Cloud Contact Center Services, 2020

COVID-19 pandemic is accelerating cloud contact center solutions’ deployment as organizations move to remote working models to support 24/7 services, rapid deployment of services, and deep integration capabilities. Cloud contact center providers with video chat channel, self-service, chatbot, and workforce optimization tools note positive growth to support the agility organizations require. In a field of more than 50 global and local industry participants, Frost & Sullivan independently plotted the top 12 companies in this Frost Radar™ analysis: 8x8, Amazon Web Services, Aspect, Avaya, Cisco, Enghouse Interactive, Genesys, ipSCAPE, MaxContact, NICE inContact, Verint, and Vonage. 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 strengths, opportunities, 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.