Search results for: 'computing plan base'

In a field of more than 100 industry participants in Europe, Frost & Sullivan independently plotted the top 20 cloud contact center companies across two key indices of growth and innovation.

21 Oct 2021  |  Europe  |  Customer Research

Impact of COVID-19 on Healthcare Contact Centers

Acceleration in WAHA, Self-Service & Cloud Investments

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The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

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 ...

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...

The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying size that offer solutions to companies and organization across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, educ...

This market analysis research provides market sizing and forecasts for premises-based contact center systems in the Europe, the Middle East, and Africa (EMEA) region. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study pro...

This research service provides an overview of customer experience outsourcing services in Europe and outlines drivers and restraints, market share by industry participant/ contact channel, revenue by market/service/vertical types, WAHA share, percent of technology adoption and bot-managed interactions. Market dynamics will favor global, technologic...

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...