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The main objective of this research service was to investigate the current use and future adaptation of agent performance optimization (APO) solutions in European contact centers. Quality monitoring and workforce and performance management systems are the most widely deployed and used APO applications in Europe. Furthermore, large contact centers h...

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 ...

The voicebots market is still in its early stages in Europe but is one of the fastest-growing within the field of information and communication technology (ICT). By enhancing customer interactions and customer experience (CX), voicebot offerings seem ready to become one of the most valuable business solutions in the CX space. Latest advances in ar...

03 Feb 2021  |  Europe  |  Market Research

AI-powered Chatbots Boosting the European CX Management Market, 2020

Chatbots Enhance the Customer Experience and Give Businesses Extraordinary Scaling Opportunities

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The chatbots market is one of the fastest-growing in the ICT industry. There are several effective uses for chatbots. Businesses are applying them, in particular, to enhance their customer services and improve customer experience (CX). Chatbots are deployed across different channels, including web chat, SMS, social media, mobile chat apps, among ot...

The customer experience (CX) management market in Europe generated a revenue of €22.7 billion, growing at a 1.4% compound annual growth rate (CAGR) from 2024 to 2030. Economic uncertainty remains throughout Europe but impacts countries and regions differently. Interest in outsourcing CX management continues to grow, with nearshore and offshore grow...

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...

08 Jan 2021  |  Europe  |  Market Research

Enhancing European Customer Experience with Artificial Intelligence

AI Technologies Offer New Opportunities to Nurture Relationships and Enhance Customer Contact Effectiveness

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This study focuses on how AI is making inroads into the customer experience (CX) space. After shifting from on-premises solutions to cloud-based services, the industry is embracing AI and integrating it into various CX-related use cases and solutions. Chatbots, voicebots, behavioral applications, biometrics, cybersecurity, speech recognition, machi...

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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Key Issues Addressed

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...