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Enterprise Priorities in Europe

Cloud Contact Center Solutions

  • 23-Jun-2014
  • Research Code: M992-01-00-00-00
  • Region : Europe
  • SKU: IT00635-EU-CR_01774
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The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers were the early adopters of cloud solutions, large contact center organizations have now taken the lead in terms of using cloud-based contact center applications. The main drivers for moving contact center applications to the cloud are ease of use, flexible scalability, improved business continuity capabilities, reduced total cost of ownership of IT, and capital expenditure avoidance.

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The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers were the early adopters of cloud solutions, large contact center organizations have now taken the lead in terms of using cloud-based contact center applications. The main drivers for moving contact center applications to the cloud are ease of use, flexible scalability, improved business continuity capabilities, reduced total cost of ownership of IT, and capital expenditure avoidance.

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Table of Contents

Research Background, Objectives, and MethodologyResearch Background and ObjectivesMethodologyMethodology (continued)Overall Firmagraphic DetailsExecutive SummaryExecutive SummaryCurrent Use of Hosted/Cloud SolutionsCurrent Use of Hosted/Cloud Contact Center SolutionsImportant Factors in the Decision to Move to Hosted/Cloud SolutionsImportant Factors in the Decision to Move to Hosted/Cloud Solutions by Country Important Factors in the Decision to Move to Hosted/Cloud Solutions by Contact Center SizeImportant Factors in the Decision to Move to Hosted/Cloud Solutions by IndustryHosted/Cloud Contact Center ApplicationsContact Center Applications Currently Used as Hosted/Cloud Solutions by CountryContact Center Applications Currently Used as Hosted/Cloud Solutions by Country (continued)Contact Center Applications Currently Used as Hosted/Cloud Solutions by Contact Center SizeContact Center Applications Currently Used as Hosted/Cloud Solutions by IndustryContact Center Applications Planned to be Moved to Hosted/Cloud Solutions by CountryContact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Country (continued)Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Contact Center SizeContact Center Applications Planned to be Moved to Hosted/Cloud Solutions by IndustryHosted/Cloud Contact Center VendorsNumber of Vendors SourcedCurrent and Future Hosted/Cloud Contact Center ProvidersCurrent Hosted/Cloud Contact Center Providers by CountryCurrent Hosted/Cloud Contact Center Providers by Contact Center SizeCurrent Hosted/Cloud Contact Center Providers by IndustryFuture Hosted/Cloud Contact Center Providers by CountryFuture Hosted/Cloud Contact Center Providers by Contact Center SizeFuture Hosted/Cloud Contact Center Providers by IndustryRestraints to Moving to Hosted/Cloud Contact Center Solutions Restraints to Moving to Hosted/Cloud Contact Center SolutionsLegal DisclaimerAppendixBusiness FunctionsLanguages SupportedThe Frost & Sullivan StoryThe Frost & Sullivan StoryValue Proposition: Future of Your Company & CareerGlobal PerspectiveIndustry Convergence360º Research PerspectiveImplementation ExcellenceOur Blue Ocean Strategy




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