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Cloud Contact Center Solutions
23-Jun-2014
Europe
Customer Research
M992-01-00-00-00
IT00635-EU-CR_01774
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.
Research Background and Objectives
Methodology
Methodology (continued)
Overall Firmagraphic Details
Executive Summary
Current Use of Hosted/Cloud Contact Center Solutions
Important 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 Size
Important Factors in the Decision to Move to Hosted/Cloud Solutions by Industry
Contact Center Applications Currently Used as Hosted/Cloud Solutions by Country
Contact Center Applications Currently Used as Hosted/Cloud Solutions by Country (continued)
Contact Center Applications Currently Used as Hosted/Cloud Solutions by Contact Center Size
Contact Center Applications Currently Used as Hosted/Cloud Solutions by Industry
Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Country
Contact 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 Size
Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Industry
Number of Vendors Sourced
Current and Future Hosted/Cloud Contact Center Providers
Current Hosted/Cloud Contact Center Providers by Country
Current Hosted/Cloud Contact Center Providers by Contact Center Size
Current Hosted/Cloud Contact Center Providers by Industry
Future Hosted/Cloud Contact Center Providers by Country
Future Hosted/Cloud Contact Center Providers by Contact Center Size
Future Hosted/Cloud Contact Center Providers by Industry
Restraints to Moving to Hosted/Cloud Contact Center Solutions
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| Deliverable Type | Customer Research |
|---|---|
| No Index | Yes |
| Podcast | No |
| Author | Ashwin Iyer |
| Industries | Information Technology |
| WIP Number | M992-01-00-00-00 |
| Is Prebook | No |
Enterprise Priorities in Europe
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