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Analytics the Only Bright Spot in a Declining On-Premises Market
22-Oct-2015
Europe
Market Research
NFFB-01-00-00-00
IT00774-EU-MR_02089
This market analysis research provides market sizing and forecasts for premises-based contact center systems in the Europe, the Middle East, and Africa (EMEA) region. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact center analytics. The study provides market sizing and forecasts by product segment, region, industry vertical, and contact center size. Country/sub-region breakouts are provided for UK, Germany, France, Benelux, Spain, Italy, Nordics, CIS, Eastern Europe, Rest of Europe, and the Middle East, and Africa. The study also provides vendor market shares for each of the product segments and the total market.
Market Segments
Product Definitions
Revenue Definitions
Key Market Drivers:
Key Market Restraints:
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
Banking and Financial Services
Telecommunications
Outsourcers
Public Sector
Retail and Consumer Goods
Contact Center Systems Market
Inbound Contact Routing Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
IVR and Voice Portal Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
Outbound Dialer Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
Quality Monitoring Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
Workforce Management Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
Contact Center Analytics Market: Market Share by Product Revenue, EMEA, 2013 and 2014
Total Contact Center Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
List of Figures
- 1. Contact Center Systems Market: Revenue Forecast by Product Segment, EMEA, 2013–2019
- 2. Contact Center Systems Market: Revenue Forecast by Industry Vertical, EMEA, 2013–2019
- 3. Contact Center Systems Market: Revenue Forecast by Contact Center Size, EMEA, 2013–2019
- 4. Contact Center Systems Market: Revenue Forecast by Region, EMEA, 2013–2019
- 5. Inbound Contact Routing Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
- 6. IVR and Voice Portal Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
- 7. Outbound Dialer Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
- 8. Quality Monitoring Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
- 9. Workforce Management Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
- 10. Contact Center Analytics Market: Market Share by Product Revenue, EMEA, 2013 and 2014
- 11. Total Contact Center Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014
List of Charts
- 1. Forecast Assumptions
- 2. EMEA Contact Center Systems Markets: Market Segments
- 3. Contact Center Systems Market: Market Drivers and Restraints, EMEA, 2015–2019
- 4. Key Takeaways
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| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Table of Contents | | Market Definitions: EMEA Contact Center Systems Markets~ || Market Segments~ || Product Definitions~ || Revenue Definitions~ | Market Drivers and Restraints, EMEA, 2015–2019~ || Key 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~ || Key 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~ | Revenue Forecast by Product Segment, EMEA, 2013–2019~ || 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~ | Revenue Forecast by Industry Vertical, EMEA, 2013–2019~ || Banking and Financial Services~ || Telecommunications~ || Outsourcers~ || Public Sector~ || Retail and Consumer Goods~ || Contact Center Systems Market~ | Revenue Forecast by Contact Center Size, EMEA, 2013–2019~ | Revenue Forecast by Region, EMEA, 2013–2019~ | Market Shares~ || Inbound Contact Routing Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ ||| Avaya~ ||| Cisco~ ||| Genesys~ ||| Unify~ ||| Mitel~ || IVR and Voice Portal Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ || Outbound Dialer Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ ||| Altitude Software~ ||| Aspect Software~ ||| Avaya~ ||| Noble Systems~ ||| Genesys~ ||| Others~ || Quality Monitoring Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ || Workforce Management Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ ||| NICE Systems~ ||| Verint Systems~ ||| Genesys~ ||| Teleopti~ ||| InVision Software~ ||| Others~ || Contact Center Analytics Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ || Total Contact Center Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ | Key Takeaways~ | Legal Disclaimer~ |
| List of Charts and Figures | 1. Contact Center Systems Market: Revenue Forecast by Product Segment, EMEA, 2013–2019~ 2. Contact Center Systems Market: Revenue Forecast by Industry Vertical, EMEA, 2013–2019~ 3. Contact Center Systems Market: Revenue Forecast by Contact Center Size, EMEA, 2013–2019~ 4. Contact Center Systems Market: Revenue Forecast by Region, EMEA, 2013–2019~ 5. Inbound Contact Routing Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ 6. IVR and Voice Portal Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ 7. Outbound Dialer Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ 8. Quality Monitoring Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ 9. Workforce Management Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ 10. Contact Center Analytics Market: Market Share by Product Revenue, EMEA, 2013 and 2014~ 11. Total Contact Center Systems Market: Market Share by Product Revenue, EMEA, 2013 and 2014~| 1. Forecast Assumptions~ 2. EMEA Contact Center Systems Markets: Market Segments~ 3. Contact Center Systems Market: Market Drivers and Restraints, EMEA, 2015–2019~ 4. Key Takeaways~ |
| Author | Ashwin Iyer |
| Industries | Information Technology |
| WIP Number | NFFB-01-00-00-00 |
| Is Prebook | No |
EMEA Contact Center Systems Market
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