EMEA Contact Center Systems Market

Analytics the Only Bright Spot in a Declining On-Premises Market

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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.

Table of Contents

1. Market Definitions
Market Segments
Inbound Contact Routing
IVR and Voice portal
Outbound dialer
Quality monitoring
Workforce management
Contact center analytics
Product definitions
Revenue definitions
2. 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
3. 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
4. Forecast by Industry Vertical
Revenue Forecast by Industry Vertical
Banking and Financial Services
Telecommunications
Outsourcers
Public Sector
Retail and Consumer Goods
Others
5. Forecast by Contact Center Size
Revenue Forecast by Contact Center Size
1-50 Seats
51-200 Seats
200+ Seats
6. 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
7. Market Shares–Inbound Contact Routing Systems
Market Share by Product Revenue
Avaya
Genesys
Cisco
Unify
Mitel
Altitude Software
Interactive Intelligence
SAP
Others
8. Market Shares–IVR and Voice Portal Systems
Market Share by Product Revenue
Avaya
Genesys
Cisco
Enghouse Interactive
Unify
Mitel
Interactive Intelligence
Others
9. Market Shares–Outbound Dialer Systems
Market Share by Product Revenue
Altitude Software
Avaya
Noble Systems
Aspect Software
Genesys
Interactive Intelligence
Cisco
Unify
Others
10. Market Shares–Quality Monitoring Systems
Market Share by Product Revenue
NICE Systems
Verint Systems
HP
Calabrio
Enghouse Interactive
Genesys
Others
11. Market Shares–Workforce Management Systems
Market Share by Product Revenue
NICE Systems
Verint Systems
Genesys
Teleopti
InVision Software
Enghouse Interactive
Calabrio
Aspect Software
Others
12. Market Shares–Contact Center Analytics Systems
Market Share by Product Revenue
NICE Systems
Verint Systems
Genesys
HP
Enghouse Interactive
Calabrio
Avaya
Others
13. 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
14. Key Takeaways
15. Legal Disclaimer


List of Figures & Charts

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





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