Frost Radar™ 2026 recognises Enreach as a provider driving innovation in customer experience

Frost & Sullivan has published the Frost Radar™: EMEA Customer Experience Platforms, 2026. In this edition of the CXP Frost Radar™ (Customer Experience Platforms), the firm independently assessed 21 companies and recognised us as a provider driving innovation.

The report opens with a look at the CX market and points out that it keeps growing despite economic uncertainty. According to Frost & Sullivan, customer experience platform revenue in EMEA reached $3.03 billion in 2025 and is set to reach $3.33 billion in 2026, an increase of approximately 9.6% in the middle of ongoing tariff tensions.

Much of that growth is coming from the cloud. In 2025, cloud accounted for 69% of new revenue in the sector and, according to the firm’s forecasts, will reach 87% by 2030, driven mainly by the accelerating end of life of on-premises infrastructure in Germany, Austria and Switzerland (DACH), Central Europe and parts of Southern Europe.

As well as analysing the current state of the CX market in EMEA, the report assesses each vendor on its growth and its capacity to innovate.

HOW THE CUSTOMER EXPERIENCE FROST RADAR™ RATES ENREACH

The radar places the leading vendors in these four categories:

• Visionary Leaders: leading today and best positioned to lead in the future
• Growth Champions: with strong market traction and execution
• Innovators: driving where the market is going through technology and disruption
• Contenders: strong in specific areas with clear growth potential

Frost & Sullivan places us among the Innovators, alongside other vendors that, in the firm’s view, are setting the direction of the market with their solutions.

In placing us in this category, the firm highlighted five strengths of our proposition.

ENREACH’S 5 STRENGTHS ACCORDING TO FROST & SULLIVAN

1. AI STUDIO AND AI AGENTS KEEP AI UNDER CONTROL

AI Studio, our conversational and agentic AI orchestrator, provides the intelligent layer across all our solutions. Its Drag & Drop modules let you build flows without any coding knowledge and easily replicate them across different languages and channels. It also lets you create AI Agents or Agent Copilots with completely separate knowledge bases that work through prompts rather than static scripts. These are some of the features that set us apart from other vendors.

In fact, the firm notes that these capabilities remove one of the most common barriers to deploying agentic AI in highly regulated industries, where AI sovereignty is one of the main concerns.

2. SMART MOBILE PUTS AI INSIDE THE MOBILE NETWORK

Frost & Sullivan has also highlighted our innovative Smart Mobile solution, the mobile plan that includes AI to record and transcribe sales calls and sync the summary and details of each conversation to your CRM straight from the network layer, with no apps or additional software to install.

With just a SIM card, mobile-first professionals can handle their calls without taking notes or typing data into their CRM by hand to follow up.

This has made us the first CCaaS provider to include mobile telephony with native, built-in AI.

3. INTEGRATION WITH LEADING CRM PLATFORMS

Another strength the report highlights is our CCaaS strategy. As an established provider, we offer omnichannel contact centre software with the option to add carrier-grade numbering, integrate voice and digital channels with leading CRMs and Microsoft and Google environments and, of course, deploy different types of bots that we orchestrate from AI Studio.

Of all these integrations, the firm singles out our partnerships with Salesforce and Microsoft Dynamics. This year we have been working to add not only voice features, so that agents can take and make calls from within the CRM interface, but also the ability to receive and reply to chats and WhatsApp messages.

4. DATA IN EUROPE AND LOCAL EXPERTS

Our infrastructure is hosted in the European Union and, as Frost & Sullivan points out, we make formal commitments around GDPR, data residency in Europe and local expert teams that help us stay on top of the legal framework at European, national and industry level.

Speaking of data residency within Europe, the Frost & Sullivan report also points to one of the clearest trends in the market, the rise of the sovereign cloud. Geopolitical tensions and the arrival of AI are leading companies to ask how their data is stored, processed and accessed in the data centre.

5. A PORTFOLIO FOR SMALL BUSINESSES, CONTACT CENTRES AND PARTNERS

Finally, the firm praises the breadth of our offering. In the words of Bernardin Arnason, principal contact centre analyst at Frost & Sullivan and author of the report, “Enreach has assembled a broad portfolio of Smart Contact solutions that covers UCaaS, mobile convergence, cloud PBX, contact centre, and white label service provider platforms, all enabled with AI. This gives the company deep reach into small and midsize businesses, contact centres, and service providers, with unique value propositions for all.”

These are just some of its findings. In the full report you’ll find Frost & Sullivan’s view on the main trends in the EMEA market in 2026, what companies now expect from contact centre software and the strategies being used to maintain AI governance.

CONCLUSIONS

If your company works in the contact centre industry, the Frost Radar™ is an essential read to understand the current and future state of the market and to see the analysis of the leading customer experience solutions.

We would like to thank Bernardin Arnason and the whole Frost & Sullivan team for producing this report and recognising the innovation in our solutions.

REQUEST INFORMATION ABOUT OUR CONTACT CENTRE SOFTWARE

Our contact centre platform, Enreach Omnichannel, helps customer service teams and customer-focused businesses to optimise operational efficiency, automate without complexity and get greater value from their investment. Just fill in this form and one of our experts will get in touch to advise you personally.