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This research service examines the European Contact Center as a Service (CCaaS) market. The market comprises full suite hosted interactive voice response (IVR), omnichannel customer experience analytics, reporting insights, customer self-service capabilities, automatic call distribution (ACD), chat, outbound, and agent performance optimization (APO...

This research service examines the Contact Center as a Service (CCaaS) market in Europe. The CCaaS market comprises full-suite hosted interactive voice response (IVR), automatic call distribution (ACD), chat, outbound, and agent performance optimization (APO) applications. The study analyzes the total market size in the base year 2020 and provides ...

07 Sep 2020  |  Europe  |  Market Research

Contact Center as a Service (CCaaS) Solutions Energize the European Customer Experience Space, 2020

CCaaS Solutions Inject Agility into the Customer Journey and Enable Organizations to Pivot and Recover from Disruption

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This study examines the cloud-based contact center (CC) solutions market in Europe. In the past, Frost & Sullivan has done combined studies for contact center on-premise solutions, hosted, and cloud solution markets. However, this year the studies are separated. This study is based on extensive primary and secondary research. This study finds tha...

European ranks second in use of managed software-defined wide area network (SD-WAN) services, just behind North America. Market growth is driven mainly by an acceleration in customers’ digital transformation, more complex network environments, and massive amounts of traffic generated from the cloud. SD-WAN technologies placed at customer edge locat...

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...

This Frost Radar reveals the contact center-as-a-service (CCaaS) industry leaders using their Growth and Innovation scores as highlighted in the Frost Radar methodology. Frost & Sullivan analyzes numerous companies in an industry. Those selected for further analysis based on their leadership or other distinctions are benchmarked across 10 Growth ...

European organizations continue to embrace cloud and AI technologies as a way to drive growth and operational efficiencies. Despite sluggish economic growth in the region that is curtailing some spending, organizations are steadily progressing on their digitalization journeys. In the 13th annual survey of IT decision-makers responsible for cloud ...

In this research service, Frost & Sullivan provides a detailed analysis of the 2021 European SD-WAN survey conducted among different business sizes on their preferences for SD-WAN. The survey respondents involved the C-suite and IT/Network decision-makers from various enterprises, including small businesses (250 to 499 employees), mid-size business...

The consumer eSIM market in Western Europe is growing rapidly, though mass adoption remains several years away. Smartphones are the primary driver of eSIM adoption by volume. While most smartphones now support eSIM and nearly all major operators offer eSIM services, a large gap remains between device capability and active eSIM plan usage.Frost & Su...