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CCaaS Solutions Inject Agility into the Customer Journey and Enable Organizations to Pivot and Recover from Disruption
07-Sep-2020
Europe
Market Research
MF53-01-00-00-00
IT04163-EU-MT_24696
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 that the contact center as a service (CCaaS) market continues to increase. The European CCaaS market is composed of a large number of providers, spanning global vendors and home-grown European providers. European regionalism plays a role in this industry, as numerous local vendors have emerged lately with a focus on a determined country or region. Extra-European vendors are finding it difficult to enter the market and generally need domestic partners to expand sales.
The European CCaaS market is very fragmented and there is considerable overlap between solutions in terms of functionality and market orientation. No vendor has double-digit market share, which indicates that the market is in a growth stage. Cloud penetration in the CX solutions industry varies across different countries and regions, the highest being in the Nordics, then the UK, Benelux, France, and the Baltics. Italy, Spain, Germany, and Eastern Europe are lagging. CCaaS market growth rates are expected for differ by country. Those that are lagging in terms of cloud penetration are expected to grow faster.
Omnichannel CX is a key part of the shift toward a new digital landscape, providing a seamless journey no matter the customer’s starting or re-engagement point. The acceleration of omnichannel service delivery and digital transformation, coupled the inclusion of new technologies (e.g., AI), is driving R&D, acquisitions, and integrations. Workforce optimization is also a central theme that has solution providers adding new capabilities across portfolios. This includes the addition of mobile capabilities, gamification, process automation, knowledge database access, and integration-related modules (e.g., app marketplaces). The use of analytics to improve agent experience and customer experience is also growing, especially in the context where end-customers are demanding hyper-personalized CX.
Research Scope
This study provides the market share for solution vendors in the contact center as a service market in 2019, along with a forecast from 2019 to 2024. This analysis also presents some of the CX trends that Frost & Sullivan believes will shape, grow, and influence customer contact and CX. The study focuses on those growth insights that are the most relevant for the period 2019 to 2023 in Europe and profiles 21 of the most important vendors in the market. This analysis outlines the insights for select vendors’ areas. These are:
- Product portfolio (deployment and connectivity, modules, integrations and professional services)
- Customers and go-to-market
- Value proposition
- Challenges
- Latest developments
- Roadmap
- Guarantees
- Company information
- COVID-19 response
Key Issues Addressed
- In what stage is the market and at what rate will it grow in the next 5 years?
- What is the market share of the biggest CCaaS vendors?
- What are the key drivers and restraints for growth within the region?
- How will the structure of the market change over time? Which are the key competitors to watch?
- Which are the main business opportunities for CCaaS vendors?
- What is the product portfolio of the most important vendors?
Key Findings
Key Findings (continued)
Key Findings (continued)
Definitions—Cloud Contact Center
Definitions—Contact Center as a Service
Cloud-based Contact Center Solutions Market Definitions
CCaaS Ecosystem
CCaaS Ecosystem—Type of Companies
Scope of Research
Cloud-Based Contact Center Solutions Capabilities
Market Definitions
The Rise of Cloud Computing
The Rise of Cloud Computing (continued)
The Rise of Cloud Computing (continued)
Market Drivers and Restraints
Key Takeaways from the European CCaaS Market
Key Takeaways from the European CCaaS Market (continued)
European CCaaS Ecosystem—Market Orientation
Revenue Forecast
Market Share
Cloud Migration
Market and Solution Trends
Solution Trends—Rising Attention to Omnichannel Solutions
Solution Trends—Rising Attention to Omnichannel Solutions (continued)
Solution Trends—Increasing Availability of Data and Analytical Maturity
Solution Trends—Increasing Availability of Data and Analytical Maturity (continued)
Solution Trends—Rising Impact of AI
Solution Trends—Rising Impact of AI (continued)
Solution Trends—Widespread Adoption of WFO Capabilities
Market Trends—Work-at-home-agents Model
Market Trends—Increasing Number of Deep Integrations and Acquisitions
Market Trends—Emergence of Start-ups with Value Propositions
Market Trends—Contact Center Shift to Customer Engagement Center
Market Trends—Hyper-personalization of CX
Company Profile—3CLogic
Company Profile—3CLogic (continued)
Company Profile—3CLogic (continued)
Company Profile—3CLogic (continued)
Company Profile—3CLogic (continued)
Company Profile—8x8
Company Profile—8x8 (continued)
Company Profile—8x8 (continued)
Company Profile—8x8 (continued)
Company Profile—8x8 (continued)
Company Profile—8x8 (continued)
Company Profile—8x8 (continued)
Company Profile—Akio
Company Profile—Akio (continued)
Company Profile—Akio (continued)
Company Profile—Akio (continued)
Company Profile—Akio (continued)
Company Profile—Akio (continued)
Company Profile—Altitude Software
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)
Company Profile—Altitude Software (continued)
Company Profile—Aspect Software
Company Profile—Aspect Software (continued)
Company Profile—Aspect Software (continued)
Company Profile—Aspect Software (continued)
Company Profile—Aspect Software (continued)
Company Profile—Aspect Software (continued)
Company Profile—Aspect Software (continued)
Company Profile—Bright Pattern
Company Profile—Bright Pattern (continued)
Company Profile—Bright Pattern (continued)
Company Profile—Bright Pattern (continued)
Company Profile—Bright Pattern (continued)
Company Profile—Bright Pattern (continued)
Company Profile—ComputerTalk
Company Profile—ComputerTalk (continued)
Company Profile—ComputerTalk (continued)
Company Profile—ComputerTalk (continued)
Company Profile—ComputerTalk (continued)
Company Profile—ComputerTalk (continued)
Company Profile—ComputerTalk (continued)
Company Profile—Content Guru
Company Profile—Content Guru (continued)
Company Profile—Content Guru (continued)
Company Profile—Content Guru (continued)
Company Profile—Content Guru (continued)
Company Profile—Content Guru (continued)
Company Profile—Content Guru (continued)
Company Profile—Diabolocom
Company Profile—Diabolocom (continued)
Company Profile—Diabolocom (continued)
Company Profile—Diabolocom (continued)
Company Profile—Dixa
Company Profile—Dixa (continued)
Company Profile—Dixa (continued)
Company Profile—Dixa (continued)
Company Profile—Dixa (continued)
Company Profile—Enghouse Interactive
Company Profile—Enghouse Interactive (continued)
Company Profile—Enghouse Interactive (continued)
Company Profile—Enghouse Interactive (continued)
Company Profile—Enghouse Interactive (continued)
Company Profile—Enghouse Interactive (continued)
Company Profile—Five9
Company Profile—Five9 (continued)
Company Profile—Five9 (continued)
Company Profile—Five9 (continued)
Company Profile—Five9 (continued)
Company Profile—Five9 (continued)
Company Profile—Five9 (continued)
Company Profile—Genesys
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—Genesys (continued)
Company Profile—inConcert
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)
Company Profile—inConcert (continued)
Company Profile—NICE inContact
Company Profile—NICE inContact (continued)
Company Profile—NICE inContact (continued)
Company Profile—NICE inContact (continued)
Company Profile—NICE inContact (continued)
Company Profile—Puzzel
Company Profile—Puzzel (continued)
Company Profile—Puzzel (continued)
Company Profile—Puzzel (continued)
Company Profile—Puzzel (continued)
Company Profile—Puzzel (continued)
Company Profile—Talkdesk
Company Profile—Talkdesk (continued)
Company Profile—Talkdesk (continued)
Company Profile—Talkdesk (continued)
Company Profile—Talkdesk (continued)
Company Profile—Talkdesk (continued)
Company Profile—Talkdesk (continued)
Company Profile—Vocalcom
Company Profile—Vocalcom (continued)
Company Profile—Vocalcom (continued)
Company Profile—Vocalcom (continued)
Company Profile—Vocalcom (continued)
Company Profile—Vocalcom (continued)
Company Profile—Vocalcom (continued)
Company Profile—Vonage
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vonage (continued)
Company Profile—Vozitel
Company Profile—Vozitel (continued)
Company Profile—Vozitel (continued)
Company Profile—Vozitel (continued)
Company Profile—ZOOM International
Company Profile—ZOOM International (continued)
Company Profile—ZOOM International (continued)
Company Profile—ZOOM International (continued)
Company Profile—ZOOM International (continued)
Company Profile—ZOOM International (continued)
Company Profile—ZOOM International (continued)
Growth Opportunity 1—On-premise/Hosted Systems Replacement
Growth Opportunity 2—Changing Environment and Vendors’ Resilience
Growth Opportunity 3—Partnering With Local Services Providers
Strategic Imperatives for CCaaS Solutions
The Last Word
Legal Disclaimer
List of Exhibits
The Frost & Sullivan Story
Value Proposition—Future of Your Company & Career
Global Perspective
Industry Convergence
360º Research Perspective
Implementation Excellence
Our Blue Ocean Strategy
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Research Scope
This study provides the market share for solution vendors in the contact center as a service market in 2019, along with a forecast from 2019 to 2024. This analysis also presents some of the CX trends that Frost & Sullivan believes will shape, grow, and influence customer contact and CX. The study focuses on those growth insights that are the most relevant for the period 2019 to 2023 in Europe and profiles 21 of the most important vendors in the market. This analysis outlines the insights for select vendors’ areas. These are:
- Product portfolio (deployment and connectivity, modules, integrations and professional services)
- Customers and go-to-market
- Value proposition
- Challenges
- Latest developments
- Roadmap
- Guarantees
- Company information
- COVID-19 response
Key Issues Addressed
- In what stage is the market and at what rate will it grow in the next 5 years?
- What is the market share of the biggest CCaaS vendors?
- What are the key drivers and restraints for growth within the region?
- How will the structure of the market change over time? Which are the key competitors to watch?
- Which are the main business opportunities for CCaaS vendors?
- What is the product portfolio of the most important vendors?
| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Author | Federico Teveles |
| Industries | Information Technology |
| WIP Number | MF53-01-00-00-00 |
| Is Prebook | No |
| GPS Codes | 9705-C1,9661 |
Contact Center as a Service (CCaaS) Solutions Energize the European Customer Experience Space, 2020
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