EMEA Automatic Call Distributor Systems Markets

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The EMEA ACD market, riding on the wave of increased adoption of IP technology, and the growth of small- and medium call center markets, not to mention the slowly growing European economy, is experiencing strong growth in 2004 over 2003. Frost & Sullivan research shows that capital expenditure for technology purchases has increased. The EMEA market, much like the North American ACD market is saturated in the large contact center segment ( more than 250 seats). The majority of the growth is concentrated in the under 100 seats market segment. IP ACD technology is gaining acceptance even in the face of doubts about the technology not being mature enough to sustain mission-critical call center operations.

Table of Contents

EMEA Automatic Call Distributor Systems Markets, EMEA ACD Systems MarketIndustry OverviewResearch Scope and MethodologyIntroduction and DefinitionsACD Deployment ArchitecturesIndustry ChallengesState of the MarketMarket & Technology TrendsMarket AnalysisMarket Engineering MeasurementsMarket DriversMarket RestraintsEMEA Unit Shipment & Revenue ForecastsPercentage of Regional Revenue Split Forecast for EMEAEconomic Outlook for Europe in Terms of GDP GrowthCall Center & Agent Position Forecasts Competitive AnalysisMarket Share Analysis by Revenues - EMEAMarket Share Analysis by Revenues - Western EuropeMarket Share Analysis by Revenues - Eastern EuropeMarket Share Analysis by Revenues - Middle East & AfricaMarket Share Analysis by Shipments- EMEAMarket Share Analysis by Shipments- Western EuropeMarket Share Analysis by Shipments- Eastern EuropeMarket Share Analysis by Shipments- Middle East & AfricaRegional Market Share by Shipments - EMEAVendor ProfilesStrategic AnalysisCritical Success FactorsStrategic RecommendationsFrost & Sullivan Awards2004 Market Leadership Award2004 Bang for the Buck Award2004 Competitive Strategy Leadership AwardTotal PresentationTotal Presentation




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