European Web-Based Call Centre Markets

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Table of Contents

European Web-Based Call Centre Markets, Executive SummaryIntroduction to the European Web-Based Call Centre MarketIntroduction to the European Web-Based Call Centre MarketSummary of Major FindingsMarket Growth; Opportunities and Total ForecastMajor Market Drivers and RestraintsAnalysis by Geographic RegionCompetitive AnalysisTechnologiesConclusionsEuropean Web-Based Call Centre Markets, Industry Challenges and Research MethodologyIdentification of Challenges Facing the European Web-Based Call Centre MarketIdentification of Challenges Facing the European Web-Based Call Centre MarketIncreasing the Awareness of Both Companies and End-Users of Web-Based Technology is Crucial for the Future Growth of the MarketBeing First to Market will Improve the Chances of Success for VendorsThe Provision of an Entirely Open Solution is Important for the Continued Growth of the MarketThe Entrance of New Competitors; Such as Internet Vendors; Provides an Added Challenge to the Established Call Centre VendorsThe Business Case Must be Improved for Greater Market PenetrationImplementation of Industry Standards is Important to the Future of the MarketConsolidation of the Industry Puts Extra Pressure on the Smaller Vendors Within the MarketMaking Products More User-Friendly will Encourage the Uptake of the TechnologyShortage of Skilled Technical Professionals Erodes Market PotentialCompeting Call Centre Technologies Impede Growth PotentialTime Frame Analysis of Industry ChallengesTime Frame Analysis of Industry ChallengesMarket Engineering Forecasting MethodologyOverviewStrategic Significance of the Market Engineering ForecastJudging Credibility and Accuracy of Market Engineering ForecastsForecast AssumptionsExchange RatesGlossary of TermsList of DefinitionsList of Acronyms Market Engineering Research for the Total European Call Centre MarketForecasts of the Total Market Market Overview and DefinitionsMarket Engineering Research Measurement SystemMarket Engineering Unit and Revenue Forecasts (1996-2006)Other Market and Technology TrendsPricing Strategy and Trend AnalysisCompetitive StructureMarket Engineering Research for the Total European Web-Based Call Centre MarketForecasts of the Total Market Market Overview and DefinitionsMarket Engineering Research Measurement SystemPresentation of Strategic Significance of MeasurementsMarket Engineering Unit and Revenue Forecasts (1996-2006)Pricing Strategy and Trend AnalysisOther TrendsCompetitive StructureMarket Engineering Research for the Finance Sector of the European Web-Based Call Centre MarketMarket OverviewMarket OverviewOther Market Drivers and RestraintsMarket ForecastsCase Study: Egg and eGainMarket Engineering Research for the Telecommunications Sector of the European Web-Based Call Centre MarketMarket OverviewMarket OverviewOther Market Drivers and RestraintsMarket ForecastsCase Study: Interactive Intelligence and IomartMarket Engineering Research for the Retail Sector of the European Web-Based Call Centre MarketMarket OverviewMarket OverviewOther Market Drivers and RestraintsMarket ForecastsCase Study: Rock.com and eGainMarket Engineering Research for the Travel and Transport Sector of the European Web-Based Call Centre MarketMarket OverviewMarket OverviewOther Market Drivers and RestraintsMarket ForecastsCase Study: Kana Communications and Travelocity.comMarket Engineering Research for the Utilities Sector of the European Web-Based Call Centre MarketMarket OverviewMarket OverviewOther Market Drivers and RestraintsMarket ForecastsCase Study: Inference and London ElectricityMarket Engineering Research for the Other End-Users of the European Web-Based Call Centre MarketMarket OverviewMarket OverviewOther Market Drivers and RestraintsMarket Forecasts Case Study: Hewlett-PackardEuropean Web-Based Call Centre Markets, Market Engineering StrategyMarket Engineering Strategic RecommendationsMarket Engineering Strategic RecommendationsCreating Greater Awareness of Web-Based Call Centre TechnologyDevelopment of Further Partnerships and OEMsVendors Must Hire and Retain Highly Skilled Technical ProfessionalsDevelop Competitive Pricing Through Price Discounts and WarrantiesDevelop and Maintain Customer Analysis Database FacilityCareful Market Monitoring for Technology and Product ShiftsVendors Should Develop and Maintain Long-Term Relationships with Distribution Channel PartnersIncrease Budgetary Allocations in New Product DevelopmentProvide Technical Support Services




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