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Analysis of the EMEA Hosted Contact Centre Services Market : Multi-channel Interface Solutions Help Tackle Business Needs to Improve Customer Experience

  • November 2014
  • -
  • Frost & Sullivan
  • -
  • 73 pages

Summary

Table of Contents

Key Findings

•Despite many economic challenges, a steady increase is being witnessed in the adoption of hosted contact centre services in the EMEA market.
•In 2013, the market was valued at $ xx million, with a projected compound annual growth rate (CAGR) of xx % from 2013 to 2019. The increase in demand for flexibility, scalability, and customisation has led to an influx of small and mid-market participants offering cloud-based contact centre services.
•The changing landscape of the modern consumer (digitally connected, social media-savvy, and looking for personalised customer service) has led to an increase in demand for multi-channel solutions.
•IT infrastructure refresh cycles are slowing down the migration to cloud-based solutions as companies considering the move have to wait xx years for the next cycle.
•The market offers solutions under xx broad categories – solutions that merely replace on-premise infrastructure with a hosted version and multi-channel solutions that help improve customer experience. Companies considering the shift to cloud-based solutions for their contact centre operations are, often, unsure about which strategy is best suited for their organisation.
•Globally, EMEA is the second-largest market (by revenue) for hosted contact centre services.
•The United Kingdom, Germany, France, and the Nordics remain the top xx in terms of market share, and continue to witness robust growth.

CEO’s Perspective

The market has a highly de-centralised competitive landscape – new entrants are still offering cloud services and are facing a quick exit due to difficulties in sustaining themselves.
The EMEA market is in the growth stage, and is in a similar position as the North American market .. years ago.
Multi-channel interface (one interface for all communication mediums) is witnessing increasing demand as a go-to model for businesses looking to enhance customer experience.
Multi-tenancy is preferred by service providers to allow all customers to have access to the same level of technology at the same time.
EMEA customers demand more customisation, making them more discerning when compared to the early-stage U.S. customer.

Research Scope

•For this study, several hosted/cloud applications were reviewed; however, only the most important and frequently used services, such as hosted interactive voice response (IVR), hosted automatic call distributor (ACD), hosted outbound customer contact services, hosted customer chat services, and hosted agent performance optimisation (APO), which includes tools for workforce management, analytics, and quality monitoring, were considered.
•The base year for this research service is 2013.
•The study discusses market trends, drivers and restraints, and strategic considerations for hosted/cloud contact centre services.
•Revenue includes the income derived from the prices charged for cloud solutions by service providers to contact centres.
•It represents the service provider market only, and excludes self-hosting enterprise market/ technology/platform market revenue.

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