Analysis of the EMEA Hosted Contact Centre Services Market

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Despite many economic challenges, a steady increase is being witnessed in the adoption of hosted contact center services in the EMEA market. The competitive landscape sees a mixed range of service providers, sharing a common goal of achieving greater market penetration. The changing landscape of the modern consumer (digitally connected, social media-savvy and demanding personalised customer service) has led to an increase in demand for multi-channel solutions. Flexible hosted contact center services are making it possible for businesses to maintain low operating costs and simultaneously explore new technological concepts, such as BYOD and work from home.

Table of Contents

Executive SummaryKey FindingsMarket Engineering MeasurementsCEO’s PerspectiveMarket OverviewResearch ScopeResearch MethodologyRegional DefinitionKey Questions This Study Will AnswerMarket SegmentationMarket DefinitionsRevenue DefinitionsBenefits of Hosted Contact Centre ServicesDrivers and Restraints—Total Hosted Contact Centre Services MarketMarket DriversDrivers ExplainedDrivers Explained (continued)Drivers Explained (continued)Drivers Explained (continued) Market RestraintsRestraints ExplainedRestraints Explained (continued)Restraints Explained (continued) Forecasts and Trends—Total Hosted Contact Centre Services MarketForecast AssumptionsKey Market TrendsKey Market Trends (continued)Key Pricing TrendsTotal Hosted Contact Centre Services Market—Revenue ForecastRevenue Forecast DiscussionGlobal Per cent Revenue Split by Region Global Revenue Split by Region—Figures and AssumptionsRevenue Comparison—Hosted Contact Centre versus On Premise EMEA Seats Comparison—Hosted Contact Centre Seats versus Total Contact Centre SeatsRevenue Split by Region—EMEARevenue by Region DiscussionRevenue Split by ServicesHosted IVR Revenue ForecastHosted IVR Revenue Forecast DiscussionHosted ACD Revenue ForecastHosted ACD Revenue Forecast DiscussionHosted Outbound Customer Contact Revenue ForecastHosted Outbound Customer Contact Revenue Forecast DiscussionHosted Customer Chat Revenue ForecastHosted Customer Chat Revenue Forecast DiscussionHosted APO Revenue ForecastHosted APO Revenue Forecast DiscussionRepresentative Vendor ProfilesRepresentative Vendor Profiles—Altitude SoftwareRepresentative Vendor Profiles—BT GlobalRepresentative Vendor Profiles—InContactRepresentative Vendor Profiles—Interactive IntelligenceRepresentative Vendor Profiles—LiveOpsRepresentative Vendor Profiles—NewVoiceMediaRepresentative Vendor Profiles—OrangeRepresentative Vendor Profiles—VodafonePartial List of Other ProvidersThe Last WordThe Last Word—PredictionsLegal DisclaimerAppendixMarket Engineering MethodologyMarket Engineering MeasurementsAdditional Sources of Information on Hosted Contact Centre ServicesPartial List of Companies InterviewedLearn More—Next Steps

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