Enterprise Priorities in Europe

Enterprise Priorities in Europe

Cloud Contact Center Solutions

RELEASE DATE
23-Jun-2014
REGION
Europe
Research Code: M992-01-00-00-00
SKU: IT00635-EU-CR_01774

$12,500.00

Special Price $9,375.00 save 25 %

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SKU
IT00635-EU-CR_01774

$12,500.00

$9,375.00 save 25 %

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Description

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.

Table of Contents

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

Legal Disclaimer

Business Functions

Languages Supported

The Frost & Sullivan Story

Value Proposition: Future of Your Company & Career

Global Perspective

Industry Convergence

360º Research Perspective

Implementation Excellence

Our Blue Ocean Strategy

Related Research
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.
More Information
No Index Yes
Podcast No
Author Ashwin Iyer
Industries Information Technology
WIP Number M992-01-00-00-00
Is Prebook No