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Cloud Contact Center Solutions

The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers were the early adopters of cloud solutions, large contact center organizations have now taken the lead in terms of using cloud-based contact center applications. The main drivers for moving contact center applications to the cloud are ease of use, flexible scalability, improved business continuity capabilities, reduced total cost of ownership of IT, and capital expenditure avoidance.

Research Background and Objectives

This research study is part of a series of survey-based studies that look at the current and future adoption of various customer contact strategies, enabling technologies, and services. The survey data and insights allow contact center organizations to understand better the industry and technology trends and apply the findings in their businesses.

The following studies are part of this series:

-Enterprise Priorities in North America—Multichannel Customer Contact
-Enterprise Priorities in North America—Agent Performance Optimization
-Enterprise Priorities in North America—Cloud Contact Center Solutions
-Enterprise Priorities in North America—Contact Center Outsourcing
-Enterprise Priorities in Europe—Multichannel Customer Contact
-Enterprise Priorities in Europe—Agent Performance Optimization
-Enterprise Priorities in Europe—Cloud Contact Center Solutions
-Enterprise Priorities in Europe—Contact Center Outsourcing

Methodology

Using a Web-based survey methodology during February 2014, Frost & Sullivan surveyed contact center/customer care decision makers who were working in businesses located in Europe and who were involved in evaluating, specifying, recommending, or approving the purchase of contact center products or services.
Frost & Sullivan’s survey methodology uses online panels to source only qualified respondents. Respondents must meet requirements set by a screening process prior to full survey participation. Online panels consist of individuals who volunteer to participate in Web-based surveys and typically receive compensation directly from their panel membership for participating in qualified survey research. In general, survey respondents do not receive direct compensation from Frost & Sullivan for participating in research projects.

Executive Summary

-About % of contact center organizations in Europe use a hosted/cloud contact center solution. That percentage is expected to reach % by 2016.
-Small and medium contact centers were the early adopters of cloud solutions; however, large contact center organizations have now taken the lead in terms of adopting cloud-based contact center applications.
-The main drivers for moving contact center applications to the cloud are ease of deployment and use, flexible scalability, improved business continuity capabilities, reduced total cost of ownership (TCO) of contact center information technology (IT), and capital expenditure (CAPEX) avoidance.
-By 2016, hosted/cloud quality monitoring and customer surveys are expected to have over % adoption in small and medium contact centers. In large contact centers, hosted/cloud quality monitoring and customer relationship management (CRM) are expected to have% or higher adoption rates.
-Russia is expected to lead in the adoption of most hosted/cloud contact center applications by 2016.
-Specialist host/cloud solution providers (also called pure-play software as a service (SaaS) providers), telecom service providers, and contact center outsourcers are expected to gain market share, while premises vendors are expected to see some decline in market share in Europe.

Table Of Contents

Enterprise Priorities in Europe: Cloud Contact Center Solutions
1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background and Objectives
Methodology
Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

3. CURRENT USE OF HOSTED/CLOUD SOLUTIONS

Current Use of Hosted/Cloud Contact Center Solutions

4. IMPORTANT FACTORS IN THE DECISION TO MOVE TO HOSTED/CLOUD SOLUTIONS

Important Factors in the Decision to Move to Hosted/Cloud Solutions by Country
Important Factors in the Decision to Move to Hosted/Cloud Solutions by Contact Center Size
Important Factors in the Decision to Move to Hosted/Cloud Solutions by Industry

5. HOSTED/CLOUD CONTACT CENTER APPLICATIONS

Contact Center Applications Currently Used as Hosted/Cloud Solutions by Country
Contact Center Applications Currently Used as Hosted/Cloud Solutions by Contact Center Size
Contact Center Applications Currently Used as Hosted/Cloud Solutions by Industry
Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Country
Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Contact Center Size
Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Industry

6. HOSTED/CLOUD CONTACT CENTER VENDORS

Number of Vendors Sourced
Current and Future Hosted/Cloud Contact Center Providers
Current Hosted/Cloud Contact Center Providers by Country
Current Hosted/Cloud Contact Center Providers by Contact Center Size
Current Hosted/Cloud Contact Center Providers by Industry
Future Hosted/Cloud Contact Center Providers by Country
Future Hosted/Cloud Contact Center Providers by Contact Center Size
Future Hosted/Cloud Contact Center Providers by Industry

7. RESTRAINTS TO MOVING TO HOSTED/CLOUD CONTACT CENTER SOLUTIONS

Legal Disclaimer

8. APPENDIX

Business Functions
Languages Supported

9. THE FROST and SULLIVAN STORY

Value Proposition: Future of Your Company and Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy

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