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This study provides an overview of the European customer experience outsourcing services market. End-user organizations today are desperately looking to automate services and shift into digital their CX strategies - thus taking out cost, streamlining operations, and increasing revenue. The CX services providers need to understand exactly what end-user organizations’ value is to thrive in this growing, competitive environment. This Market Insight will explore how CX Services Providers are doubling down on their investments in technology solutions to bring added value to their clients and describe the competitive environment of this thriving industry. The European service provider marketplace is mature, fragmented, and competitive. Hundreds of providers offer a range of outsourced contact center services to enterprise and public sector clients. Market dynamics and the effects of the pandemic favor the global, technologically sophisticated providers over the long term. These providers have brand recognition, experience, higher R&D spending, a client base, a large number of partners, and resources to expand their solution portfolio's breadth and depth of offerings. The market size over the last few years has been growing continuously, even during the global COVID-19 crisis. The pandemic affected CX service providers in two ways. On the one hand, providers benefited from end-user organizations’ higher adoption of outsourcing services but on the other, they were negatively affected by the impact of this crisis on their customers, especially those in travel and hospitality, logistics, transport, and manufacturing. Outsourcers that were highly exposed to these affected verticals suffered heavy losses. Frost & Sullivan expects the European market to grow sharply in 2021, driven by the higher adoption of outsourcing services during the pandemic; the significant higher spending by the technology, media and entertainment, healthcare, and public sectors; companies renewed view of contact centers as profit centers (for cross and up-selling); and the higher liquidity in European economies. This research outlines: • The overall market size of the customer experience outsourcing services industry in Europe • Contact channels share • Drivers and restraints • Market share of the industry participants • Revenue by Domestic, nearshore, and offshore markets • Revenue by service function • Revenue contribution by country • Revenue contribution by vertical • WAHA share • Percent of technology adoption • Percent of bot-managed interactions • Others
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