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2015 EMEA Contact Center Systems Buyers Guide

  • June 2015
  • 84 pages
  • Frost & Sullivan
Report ID: 3085911

Summary

Table of Contents

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.

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