Frost Radar: Customer Experience Platforms in Asia-Pacific, 2025

A Benchmarking System to Spark Companies to Action - Innovation That Fuels New Deal Flow and Growth Pipelines

The future of customer experience (CX) platforms revolves around the simplification of customer journey and enhancement of customer interactions while aligning with customer expectations and cost control. Organizations in the Asia-Pacific region are entering a decisive stage in their CX journey. Customers now demand empathetic, personalized, and seamless experiences across touchpoints, while enterprises face ongoing cost pressures, regulatory complexity, and diverse infrastructure realities. The market is experiencing a significant digital transformation, driven by a push for automation and artificial intelligence and the need for cost reduction. The vast majority of installed contact centers today are still on premises, but the migration to cloud and hybrid contact center solutions is accelerating, fueled by the need for scalability, flexibility, and rapid deployment of next-generation technologies.

Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth and Innovation criteria to reveal their position on the Frost Radar™. The publication presents competitive profiles of each company on the Frost Radar™ considering their strengths and the opportunities that best fit those strengths.