Frost Radar: North American Enterprise Cloud Contact Center Market-2022

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. Frost & Sullivan 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. Frost & Sullivan 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, Frost & Sullivan 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. Frost & Sullivan 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.