EMEA Contact Center Systems Market

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


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.
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Table of Contents

1. Market Definitions: EMEA Contact Center Systems Markets
Market Segments
Product Definitions
Revenue Definitions
2. 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
3. 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
4. Revenue Forecast by Industry Vertical, EMEA, 2013–2019
Banking and Financial Services
Telecommunications
Outsourcers
Public Sector
Retail and Consumer Goods
Contact Center Systems Market
5. Revenue Forecast by Contact Center Size, EMEA, 2013–2019
6. Revenue Forecast by Region, EMEA, 2013–2019
7. 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
8. Key Takeaways
9. Legal Disclaimer


List of Figures & Charts

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



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