The Frost Radar for the European CCaaS Market 2023 is a study by industry analyst Frost & Sullivan that aims to identify leading vendors across the space and continent.
In doing so, it compiles a list of twenty prominent CCaaS providers operating in Europe, showing leadership in growth and innovation.
From there, the analyst weighs them up and places them on the following matrix.
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The Frost Radar for the European CCaaS Market 2023[/caption]
While it may miss a few notable vendors – including AWS, Talkdesk, and Twilio – Frost & Sullivan has uncovered many insights into individual vendors and the industry as a whole.
Here is a set of the most thought-provoking takes that the analyst divulges.
The European CCaaS Market Is Extremely Fragmented
More than 100 CCaaS vendors operate throughout the continent, according to Frost & Sullivan. That highlights just how crowded the market is and underlines the intensity of competition.
That competition pits global giants against European leaders and their smaller, nimble counterparts.
These more niche players often perform well in Europe, as success boils down to more than innovation. Instead, vendors must understand and meet country-specific and regional requirements, which vary considerably.
Such requirements include understanding specific business practices, languages, cultures, and tech adoption rates.
As a result, flexible vendors that can adapt accordingly are more likely to succeed in the market – which – as of 2022 - is worth $1.4BN.
Genesys, NICE, and Five9 Lead the Way
Genesys performs best along the Growth Axis on the Frost Radar, which reflects its leading revenue generation capacity and business presence across the continent.
The vendor may also leverage its legacy customer base and strategic partner ecosystem – which is gaining momentum, as per Frost – to cement this status.
Meanwhile, Five9 and NICE seemingly score best in the innovation index.
As Five9 continues its international expansion, this perhaps highlights the impact of its new research and development (R&D) center in Porto, Portugal.
Indeed, in the Iberian region, Five9 is having particular success in landing customers – according to Frost – alongside the UK. The latter is a market in which NICE also thrives.
It perhaps does so – in part – due to its expertise and portfolio in WFO and RPA. That allows NICE to bring new native capabilities to its CCaaS platform that offer critical differentiators.
Odigo and Puzzel Excel In Europe
While Odigo and Puzzel are not names that appear in the Frost Radar across other regions, this European edition places them among the market leaders.
In Odigo’s case, this is primarily due to its large customer base in France, one of Europe’s two biggest CCaaS markets (the UK is the other).
Yet, it’s also expanding into other realms of Europe. Indeed, Frost notes that Odigo is an excellent example of a vendor that harnesses its expertise of unique European requirements to lead its market rivals.
The vendor’s close relationship with prominent European consultant Capgemini and numerous deployment modes are other likely drivers of its robust continental presence.
Meanwhile, Puzzel benefitted from the rapid penetration of CCaaS in Nordic countries – where it is headquartered. Yet, it is also making gains in countries such as Belgium and The Netherlands.
However, the report also pays homage to its innovation, with Puzzel recognized as the most innovative European-founded CCaaS provider – as per Frost’s Innovation Index.
The European and North American Markets Clash
Like the European CCaaS space, the North American market has many competitors. Yet, the same three vendors lead the way across the respective Frost Radar reports.
Indeed, here is a comparison of the latest studies across both continents.
