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

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

RELEASE DATE
07-Sep-2020
REGION
Europe
Research Code: MF53-01-00-00-00
SKU: IT04163-EU-MT_24696

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Description

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?

RESEARCH: INFOGRAPHIC

This infographic presents a brief overview of the research, and highlights the key topics discussed in it.
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Table of Contents

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

Related Research
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 customers 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.--BEGIN PROMO--

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?
More Information
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