Analysis of the EMEA Hosted Contact Centre Services Market
Analysis of the EMEA Hosted Contact Centre Services Market
Multi-channel Interface Solutions Help Address Business Needs to Improve Customer Experience
10-Nov-2014
Europe
Description
Despite many economic challenges, a steady increase is being witnessed in the adoption of hosted contact center services in the EMEA market. The competitive landscape sees a mixed range of service providers, sharing a common goal of achieving greater market penetration. The changing landscape of the modern consumer (digitally connected, social media-savvy and demanding personalised customer service) has led to an increase in demand for multi-channel solutions. Flexible hosted contact center services are making it possible for businesses to maintain low operating costs and simultaneously explore new technological concepts, such as BYOD and work from home.
Table of Contents
Key Findings
Market Engineering Measurements
CEO’s Perspective
Research Scope
Research Methodology
Regional Definition
Key Questions This Study Will Answer
Market Segmentation
Market Definitions
Revenue Definitions
Benefits of Hosted Contact Centre Services
Market Drivers
Drivers Explained
Drivers Explained (continued)
Drivers Explained (continued)
Drivers Explained (continued)
Market Restraints
Restraints Explained
Restraints Explained (continued)
Restraints Explained (continued)
Forecast Assumptions
Key Market Trends
Key Market Trends (continued)
Key Pricing Trends
Total Hosted Contact Centre Services Market—Revenue Forecast
Revenue Forecast Discussion
Global Per cent Revenue Split by Region
Global Revenue Split by Region—Figures and Assumptions
Revenue Comparison—Hosted Contact Centre versus On Premise
EMEA Seats Comparison—Hosted Contact Centre Seats versus Total Contact Centre Seats
Revenue Split by Region—EMEA
Revenue by Region Discussion
Revenue Split by Services
Hosted IVR Revenue Forecast
Hosted IVR Revenue Forecast Discussion
Hosted ACD Revenue Forecast
Hosted ACD Revenue Forecast Discussion
Hosted Outbound Customer Contact Revenue Forecast
Hosted Outbound Customer Contact Revenue Forecast Discussion
Hosted Customer Chat Revenue Forecast
Hosted Customer Chat Revenue Forecast Discussion
Hosted APO Revenue Forecast
Hosted APO Revenue Forecast Discussion
Representative Vendor Profiles—Altitude Software
Representative Vendor Profiles—BT Global
Representative Vendor Profiles—InContact
Representative Vendor Profiles—Interactive Intelligence
Representative Vendor Profiles—LiveOps
Representative Vendor Profiles—NewVoiceMedia
Representative Vendor Profiles—Orange
Representative Vendor Profiles—Vodafone
Partial List of Other Providers
The Last Word—Predictions
Legal Disclaimer
Market Engineering Methodology
Market Engineering Measurements
Additional Sources of Information on Hosted Contact Centre Services
Partial List of Companies Interviewed
Learn More—Next Steps
Popular Topics
No Index | Yes |
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Podcast | No |
Industries | Information Technology |
WIP Number | MA73-01-00-00-00 |
Is Prebook | No |