EMEA Contact Center Systems Market

EMEA Contact Center Systems Market

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

RELEASE DATE
22-Oct-2015
REGION
Europe
Research Code: NFFB-01-00-00-00
SKU: IT00774-EU-MR_02089

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Description

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.

Table of Contents

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
Related Research
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.
More Information
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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