1. Market Research
  2. > IT Services
  3. > IT Outsourcing Market Trends

Enterprise Priorities in Europe: Cloud Contact Center Solutions

  • June 2014
  • 49 pages
  • Frost & Sullivan
Report ID: 2201106

Summary

Table of Contents

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.

Get Industry Insights. Simply.

  • Latest reports & slideshows with insights from top research analysts
  • 60 Million searchable statistics with tables, figures & datasets
  • More than 25,000 trusted sources
  • Single User License — provides access to the report by one individual.
  • Department License — allows you to share the report with up to 5 users
  • Site License — allows the report to be shared amongst all employees in a defined country
  • Corporate License — allows for complete access, globally.

Amrita helps you find the right report:

Testimonials

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

We were impressed with the support that ReportLinker’s research specialists’ team provided. The report we purchased was useful and provided exactly what we want.

Category Manager at
Ikea

ReportLinker gave access to reliable and useful data while avoiding dispersing resources and spending too much time on unnecessary research.

Executive Director at
PwC Advisory

The customer service was fast, responsive, and 100% professional in all my dealings (...) If we have more research needs, I'll certainly prioritize working with ReportLinker!

Scott Griffith

Vice President Marketing at
Maurice Sporting Goods

The research specialist provided prompt, helpful instructions for accessing ReportLinker's product. He also followed up to make sure everything went smoothly and to ensure an easy transition to the next stage of my research

Jessica P Huffman

Research Associate at
American Transportation Research Institute

Excellent customer service. Very responsive and fast.

Director, Corporate Strategy at
Ingredion

I reached out to ReportLinker for a detailed market study on the Air Treatment industry. The quality of the report, the research specialist’s willingness to solve my queries exceeded my expectations. I would definitely recommend ReportLinker for in-depth industry information.

Mariana Mendoza

Global Platform Senior Manager at
Whirlpool Corporation

Thanks! I like what you've provided and will certainly come back if I need to do further research works.

Bee Hin Png

CEO at
LDR Pte Ltd

The research specialist advised us on the best content for our needs and provided a great report and follow-up, thanks very much we shall look at ReportLinker in the future.

Kate Merrick

Global Marketing Manager at
Eurotherm by Schneider Electric

Purchase Reports From Reputable Market Research Publishers

Contact Center Analytics Market by Component, Application - Global Forecast to 2022

  • $ 5650
  • Industry report
  • July 2017
  • by MarketsandMarkets

“Demand for better customer experience management solutions to gain crucial insights into customer data remains the major driving factor for contact center analytics market” The contact center analytics ...

Contact Center Software Market by Solution, Service, Deployment Type, Organization Size, Vertical And Region - Global Forecast to 2022

  • $ 5650
  • Industry report
  • August 2017
  • by MarketsandMarkets

“Seamless customer experience and automation of inbound and outbound processes are driving the contact center software market” The contact center software market size is expected to grow from USD 15.29 ...

Call Centre Operations in South Africa 2017

  • $ 1680
  • Industry report
  • May 2017
  • by Who Owns Whom

Call Centre Operations: The call centre sector, which contributes about R53bn annually to GDP and employs approximately 220,000 people is supported by Business Process Enabling South Africa (BPeSA), an ...


ref:plp2014

Reportlinker.com © Copyright 2017. All rights reserved.

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