1. Market Research
  2. > IT Services
  3. > IT Outsourcing Market Trends
  4. > 2015 EMEA Contact Center Systems Buyers Guide

2015 EMEA Contact Center Systems Buyers Guide

  • June 2015
  • -
  • Frost & Sullivan
  • -
  • 84 pages

Flexibility is the Key for Maintaining Relevance

The landscape for choosing a contact center solutions partner has become complex with dozens of options across contact center system, cloud, and business process outsourcing providers. The purpose of this buyers guide is to provide enterprise organizations in Europe, the Middle East, and Africa (EMEA) with a fundamental assessment of contact center system providers and their capabilities in a single deliverable. The guide is based on extensive primary and secondary research and provides the reader with market trends and in-depth profiles of suppliers. It examines market forces for 2015 and highlights top-performing solution providers in the region.

Executive Summary
The contact center systems market in Europe, the Middle East, and Africa (EMEA) is mature, with numerous entrenched suppliers with large installed bases of contact center systems, from complete suites to best-of-breed point solutions. This guide includes contact center system solutions offered in the United Kingdom, Germany, France, Spain, Rest of Europe, the Middle East, and Africa. Rest of Europe comprises the Nordic countries, Ireland, the Southern European countries (Italy and Portugal), and Central and Eastern European countries (Switzerland, Poland, Romania, Hungary, and Slovakia). While mature, the market is still growing, and contains a mix of local vendors, legacy premise-based participants that offer system solutions, as well as those also offering cloud-based solutions.

Although many of the suppliers were founded in North America, EMEA has produced its own set of Europe-based suppliers. But the key is not so much where a company was founded, but its ability to support local installations as well as global networks. As such, businesses need to ask what a potential vendor has done to address regional needs, from pre-sale consulting to post-sale support, and region-specific product developments, such as language support and regulatory requirements. Particular attention should be paid to channel partners if the vendor is reliant on an indirect sales model: Does the partner have local expertise? How does a channel partner technically support multinational companies? Do partners also have depth of experience supporting different customer segments and vertical markets? Do they have regional customer references?

This study is divided into two sections:
Market trends provide analyst commentary on the most important market forces affecting contact center system trends for 2015. This is based on extensive primary and secondary research. Given the maturity of the EMEA market, Frost & Sullivan expects that these trends will extend well into 2018. Company profiles highlight top-performing contact center system providers in EMEA. The guide provides enterprises with a fundamental assessment of these providers and their capabilities. Each company strives to deliver excellent customer care, and many have unique solutions. Solution providers are listed in alphabetical order.

Table Of Contents

2015 EMEA Contact Center Systems Buyers Guide
Contents
Executive Summary 3
Introduction .4
Market Trends .4
Company Profiles9
Altitude..9
Aspect Software..12
Avaya..21
Calabrio ..26
Cisco...28
Enghouse Interactive..32
Genesys..37
Hewlett-Packard (HP).42
Interactive Intelligence45
InVision Software51
Mitel 53
NICE Systems 57
Noble Systems62
SAP.67
Teleopti...69
Unify72
Verint Systems77
Conclusions...82
Legal Disclaimer83
The Frost and Sullivan Story 84

View This Report »

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 24 Million searchable statistics with tables, figures & datasets
  • More than 10,000 trusted sources
24/7 Customer Support

Talk to Veronica

+1 718 514 2762

Purchase Reports From Reputable Market Research Publishers
Cloud-Based Contact Center Market by Solution, Service, Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

Cloud-Based Contact Center Market by Solution, Service, Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021

  • $ 7150
  • Industry report
  • November 2016
  • by MarketsandMarkets

“Faster deployment, scalability of cloud technology, cloud compliance requirement, and need to manage disaster recovery is expected to drive the overall market” The cloud-based contact center market ...

Worldwide Contact Center Applications Market Shares, 2015: Revolution and Evolution Is Happening

Worldwide Contact Center Applications Market Shares, 2015: Revolution and Evolution Is Happening

  • $ 4500
  • Industry report
  • September 2016
  • by IDC

This IDC study examines the worldwide contact center applications market for 2013-2015. Revenue and market share of the leading vendors are provided for 2015."One can argue that the contact center leads ...

Document Preparation, Call Centers, Collection Agencies and Other Business Support Services Industry (U.S.): Analytics, Extensive Financial Benchmarks, Metrics and Revenue Forecasts: NAIC 561400

Document Preparation, Call Centers, Collection Agencies and Other Business Support Services Industry (U.S.): Analytics, Extensive Financial Benchmarks, Metrics and Revenue Forecasts: NAIC 561400

  • $ 1995
  • Industry report
  • November 2016
  • by Plunkett Research

Document Preparation, Call Centers, Collection Agencies and Other Business Support Services Industry (U.S.): Analytics, Extensive Financial Benchmarks, Metrics and Revenue Forecasts to 2023, NAIC 561400 ...

Call Centres Uk Industry Report

December 2016 $ 449

Experience Avaya 2016

August 2016 $ 500

ref:plp2015

Reportlinker.com © Copyright 2016. All rights reserved.

ReportLinker simplifies how Analysts and Decision Makers get industry data for their business.