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Enterprise Priorities in Europe

Cloud Contact Center Solutions

  • Research Code : M992-01-00-00-00
  • SKU : IT00635-EU-CR_01774
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  • Release Date : 23-Jun-2014
  • Region : Europe
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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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