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Analytics the Only Bright Spot in a Declining On-Premises Market
26-Oct-2016
Europe
Market Research
K113-01-00-00-00
IT03155-EU-MR_19134
This market engineering report is designed to provide an overview for customers and solution providers of the landscape for the EMEA Contact Center Systems Market. It includes market sizing and the market share of the top suppliers in the EMEA market as well as the market forecast for the period, 2014-2020. It also includes key market drivers that will drive growth in the market, restraints that curb growth, and notable market conditions. Marketshare and forecast segments include Inbound contact center routing, outbound dialing, interactive voice response, quality monitoring, call recording, and analytics. It also provides growth drivers and restraints within the EMEA market.
Market Segments
- Inbound Contact Routing
- IVR and Voice portal
- Outbound dialer
- Quality monitoring
- Workforce management
- Contact center analytics
Product definitions
Revenue definitions
Market drivers
Market Restraints
Revenue Forecast by Product Segment
Revenue Forecast by Industry Vertical
Revenue Forecast by Contact Center Size
Market: Revenue Forecast by Region
Market Share by Product Revenue
Market Share by Product Revenue
Market Share by Product Revenue
Market Share by Product Revenue
Market Share by Product Revenue
Market Share by Product Revenue
Market Share by Product Revenue
List of Figures
- 1. Contact Center Systems Market: Market Drivers and Restraints, EMEA, 2016–2020
- 2. Contact Center Systems Market: Revenue Forecast by Product Segment, EMEA, 2014–2020
- 3. Contact Center Systems Market: Revenue Forecast by Industry Vertical, EMEA, 2014–2020
- 4. Contact Center Systems Market: Revenue Forecast by Contact Center Size, EMEA, 2014–2020
- 5. Contact Center Systems Market: Revenue Forecast by Region, EMEA, 2014–2020
- 6. Inbound Contact Routing Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015
- 7. IVR and Voice Portal Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015
- 8. Outbound Dialer Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015
- 9. Quality Monitoring Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015
- 10. Workforce Management Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015
- 11. Contact Center Analytics Market: Market Share by Product Revenue, EMEA, 2014 and 2015
- 12. Total Contact Center Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015
List of Charts
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| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Table of Contents | | Market Definitions~ || Market Segments~ ||| Inbound Contact Routing~ ||| IVR and Voice portal~ ||| Outbound dialer~ ||| Quality monitoring~ ||| Workforce management~ ||| Contact center analytics~ || Product definitions~ || Revenue definitions~ | Drivers and Restraints~ || Market drivers~ ||| Demand for contact center analytics capabilities~ ||| Enhanced application functionality to support omni-channel customer experience strategies~ ||| Addition of new contact channels such as social and mobile contact, and channel integration~ ||| Virtualization of contact center infrastructure~ ||| Migration to SIP architectures~ ||| Proactive customer contact capabilities~ ||| Automation of routine customer interactions~ || Market Restraints~ ||| Customer demand for hosted/cloud contact center solutions~ ||| Tight IT budgets and weak macroeconomic conditions~ ||| Lack of channel partner/VAR capabilities to sell to line-of-business decision makers~ ||| Increasing operational complexity due to proliferation of contact channels~ ||| Concerns about vendor viability in an ever-changing and consolidating market~ ||| Enterprises not ready to consider major upgrade or replacement of legacy systems~ ||| Industry vertical solutions and expertise~ | Forecast by Product Segment~ || Revenue Forecast by Product Segment~ ||| Inbound Contact Routing Systems~ ||| IVR and Voice Portal Systems~ ||| Outbound Dialer Systems~ ||| Quality Monitoring Systems~ ||| Workforce Management Systems~ ||| Contact Center Analytics Systems~ ||| Contact Center Systems Market~ | Forecast by Industry Vertical~ || Revenue Forecast by Industry Vertical~ ||| Banking and Financial Services~ ||| Telecommunications~ ||| Outsourcers~ ||| Public Sector~ ||| Retail and Consumer Goods~ ||| Others~ | Forecast by Contact Center Size~ || Revenue Forecast by Contact Center Size~ ||| 1-50 Seats~ ||| 51-200 Seats~ ||| 200+ Seats~ | Forecast by Region~ || Market: Revenue Forecast by Region~ ||| UK~ ||| Germany~ ||| France~ ||| Benelux~ ||| Spain~ ||| Italy~ ||| Nordics~ ||| CIS~ ||| Eastern Europe~ ||| Rest of Europe~ ||| Middle East and Africa~ | Market Shares–Inbound Contact Routing Systems~ || Market Share by Product Revenue~ ||| Avaya~ ||| Genesys~ ||| Cisco~ ||| Unify~ ||| Mitel~ ||| Altitude Software~ ||| Interactive Intelligence~ ||| SAP~ ||| Others~ | Market Shares–IVR and Voice Portal Systems~ || Market Share by Product Revenue~ ||| Avaya~ ||| Genesys~ ||| Cisco~ ||| Enghouse Interactive~ ||| Unify~ ||| Mitel~ ||| Interactive Intelligence~ ||| Others~ | Market Shares–Outbound Dialer Systems~ || Market Share by Product Revenue~ ||| Altitude Software~ ||| Avaya~ ||| Noble Systems~ ||| Aspect Software~ ||| Genesys~ ||| Interactive Intelligence~ ||| Cisco~ ||| Unify~ ||| Others~ | Market Shares–Quality Monitoring Systems~ || Market Share by Product Revenue~ ||| NICE Systems~ ||| Verint Systems~ ||| HP~ ||| Calabrio~ ||| Enghouse Interactive~ ||| Genesys~ ||| Others~ | Market Shares–Workforce Management Systems~ || Market Share by Product Revenue~ ||| NICE Systems~ ||| Verint Systems~ ||| Genesys~ ||| Teleopti~ ||| InVision Software~ ||| Enghouse Interactive~ ||| Calabrio~ ||| Aspect Software~ ||| Others~ | Market Shares–Contact Center Analytics Systems~ || Market Share by Product Revenue~ ||| NICE Systems~ ||| Verint Systems~ ||| Genesys~ ||| HP~ ||| Enghouse Interactive~ ||| Calabrio~ ||| Avaya~ ||| Others~ | Market Shares–Total Contact Center Systems Market~ || Market Share by Product Revenue~ ||| Avaya~ ||| Genesys~ ||| NICE Systems~ ||| Cisco~ ||| Verint Systems~ ||| Unify~ ||| Enghouse Interactive~ ||| Altitude Software~ ||| Mitel~ | Key Takeaways~ | Legal Disclaimer~ |
| List of Charts and Figures | 1. Contact Center Systems Market: Market Drivers and Restraints, EMEA, 2016–2020~ 2. Contact Center Systems Market: Revenue Forecast by Product Segment, EMEA, 2014–2020~ 3. Contact Center Systems Market: Revenue Forecast by Industry Vertical, EMEA, 2014–2020~ 4. Contact Center Systems Market: Revenue Forecast by Contact Center Size, EMEA, 2014–2020~ 5. Contact Center Systems Market: Revenue Forecast by Region, EMEA, 2014–2020~ 6. Inbound Contact Routing Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015~ 7. IVR and Voice Portal Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015~ 8. Outbound Dialer Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015~ 9. Quality Monitoring Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015~ 10. Workforce Management Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015~ 11. Contact Center Analytics Market: Market Share by Product Revenue, EMEA, 2014 and 2015~ 12. Total Contact Center Systems Market: Market Share by Product Revenue, EMEA, 2014 and 2015~| |
| Author | Nancy Jamison |
| Industries | Information Technology |
| WIP Number | K113-01-00-00-00 |
| Is Prebook | No |
EMEA Contact Center Systems Market
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