Analysis of the EMEA Hosted Contact Centre Services Market

Analysis of the EMEA Hosted Contact Centre Services Market

Multi-channel Interface Solutions Help Address Business Needs to Improve Customer Experience

RELEASE DATE
10-Nov-2014
REGION
Europe
Research Code: MA73-01-00-00-00
SKU: IT00660-EU-MR_01831
$4,950.00
In stock
SKU
IT00660-EU-MR_01831
$4,950.00
DownloadLink

Pay by invoice

ENQUIRE NOW

Description

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

Key Findings

Market Engineering Measurements

CEO’s Perspective

Research Scope

Research Methodology

Regional Definition

Key Questions This Study Will Answer

Market Segmentation

Market Definitions

Revenue Definitions

Benefits of Hosted Contact Centre Services

Market Drivers

Drivers Explained

Drivers Explained (continued)

Drivers Explained (continued)

Drivers Explained (continued)

Market Restraints

Restraints Explained

Restraints Explained (continued)

Restraints Explained (continued)

Forecast Assumptions

Key Market Trends

Key Market Trends (continued)

Key Pricing Trends

Total Hosted Contact Centre Services Market—Revenue Forecast

Revenue Forecast Discussion

Global Per cent Revenue Split by Region

Global Revenue Split by Region—Figures and Assumptions

Revenue Comparison—Hosted Contact Centre versus On Premise

EMEA Seats Comparison—Hosted Contact Centre Seats versus Total Contact Centre Seats

Revenue Split by Region—EMEA

Revenue by Region Discussion

Revenue Split by Services

Hosted IVR Revenue Forecast

Hosted IVR Revenue Forecast Discussion

Hosted ACD Revenue Forecast

Hosted ACD Revenue Forecast Discussion

Hosted Outbound Customer Contact Revenue Forecast

Hosted Outbound Customer Contact Revenue Forecast Discussion

Hosted Customer Chat Revenue Forecast

Hosted Customer Chat Revenue Forecast Discussion

Hosted APO Revenue Forecast

Hosted APO Revenue Forecast Discussion

Representative Vendor Profiles—Altitude Software

Representative Vendor Profiles—BT Global

Representative Vendor Profiles—InContact

Representative Vendor Profiles—Interactive Intelligence

Representative Vendor Profiles—LiveOps

Representative Vendor Profiles—NewVoiceMedia

Representative Vendor Profiles—Orange

Representative Vendor Profiles—Vodafone

Partial List of Other Providers

The Last Word—Predictions

Legal Disclaimer

Market Engineering Methodology

Market Engineering Measurements

Additional Sources of Information on Hosted Contact Centre Services

Partial List of Companies Interviewed

Learn More—Next Steps

Related Research
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.
More Information
No Index Yes
Podcast No
Industries Information Technology
WIP Number MA73-01-00-00-00
Is Prebook No