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 forecasts until 2026 for Europe including France, Germany, Italy, Nordics, Rest of Europe, Spain, and the UK. The cloud penetration and market growth in the contact center industry varies across sub-regions. The study also analyzes the demand-side revenue by solutions type (omnichannel engagement & routing, WFO & WEM, reporting & customer analytics), vertical (BFS, public sector, insurance,, outsourced contact centers, retail, utilities, telecommications, travel & hospitality, and others) and deployment size (large enterprise, medium enterprise, small enterprise) segments. It also addresses the impact of COVID-19 on the cloud contact center market and provides insights regarding growth opportunities for CCaaS providers. All revenue and market share figures represent Frost & Sullivan estimates, based on extensive primary and secondary research, and analysis. Any previous year’s market size and market share estimates, if revised, are updated in this study.

Authors: Alexander Michael, Alpa Shah, and Federico Teveles