Research Overview

An excellent customer experience (CX) is strategic to every organization’s sustained business growth and is overtaking product and pricing as a key brand differentiator. Customers view positive experiences based on highly personalized, relevant, proactive, and engaging interactions. These interactions have become even more relevant during the COVID-19 pandemic as customers expect organizations to be empathetic when responding to queries and quickly providing resolutions. However, delivering exceptional customer service during the pandemic became a huge challenge as lockdowns disrupted organizations’ day-to-day operations.

The complexity of deploying technologies has led organizations to partner with CX outsourcing service providers to redesign their legacy contact centers and create digitally enabled intelligent customer engagement hubs. CX outsourcing services have become a competitive differentiator as they enable business continuity, boost operational efficiencies, accelerate innovation, increase responsiveness, expedite time to market, and reduce business risk.

The Asia-Pacific CX outsourcing services market is fragmented, with global, regional, and local outsourcing service providers vying for opportunity. The market saw an influx of leading global business process outsourcing, traditional IT service and CX outsourcing, and pure-play digital service providers. Global players are exploring growth opportunities by acquiring regional and local service providers or by setting up their own offices in the region. In a field of more than 150 global and local industry participants, including more than a dozen smaller companies that either are exploring the market or have recently entered it, Frost & Sullivan identified 25 companies as the market powerhouses for this Frost Radar™ analysis.