Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021

Frost Radar™: European Contact Center as a Service (CCaaS) Market, 2021

A Benchmarking System to Spark Companies to Action—Innovation that Fuels New Deal Flow and Growth Pipelines

RELEASE DATE
03-Mar-2022
REGION
Europe
Research Code: K645-01-00-00-00
SKU: IT04483-EU-MR_26328
$4,950.00
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IT04483-EU-MR_26328
$4,950.00
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Description

The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying sizes that offer solutions to companies and organizations across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, education, hospitality, and tourism among the most prominent. The migration to the cloud accelerated across Europe in 2020, and concerns about multi-tenant cloud deployment of mission-critical applications have largely dissipated. Also, companies have realized that the cloud offers a flexible and agile means of improving CC functionalities at highly competitive prices and with predictable monthly invoices.

The COVID-19 pandemic has pushed every contact center in Europe to embrace the work-at-home-agent (WAHA) modality and move their employees out of their offices to their homes (e.g., 68.8% of the outsourced agents serving European companies were working remotely by the end of 2020). Owing to the challenges brought about by the new normal, CCaaS vendors and service providers had to respond to the remote working needs of the industry quickly, provide free/trial offers for remote agents, position aggressive pricing models, and accelerate the migration to the cloud or hybrid deployment alternatives in a remarkably short timeframe. In addition, new reward, recruitment, and training models were implemented to support the remote modality. The post-pandemic scenario will likely feature a hybrid CC environment in which many employees and agents perform their tasks—either part-time or full-time—from a remote location.

This Frost Radar™ reveals the market positioning of 20 companies using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles for each of the companies based on their growth and innovation, including a small discussion on their positioning and potential next steps. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.

Author: Federico Teveles

RESEARCH: INFOGRAPHIC

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Table of Contents

Strategic Imperatives

Strategic Imperatives (continued)

Growth Environment

Growth Environment (continued)

Frost Radar™: Contact Center as a Service Market

Frost Radar™: Competitive Environment

Frost Radar™: Competitive Environment (continued)

Frost Radar™: Competitive Environment (continued)

8x8

Aircall

AKIO

Alvaria

Amazon Web Services (AWS)

Bright Pattern

ComputerTalk

Content Guru

Diabolocom

Enghouse Interactive

Five9

Genesys

LeadDesk

NICE inContact

Odigo

Puzzel

Talkdesk

Telia

Vonage

Worldline

Strategic Insights

Significance of Being on the Frost Radar™

Frost Radar™ Empowers the CEO’s Growth Team

Frost Radar™ Empowers Investors

Frost Radar™ Empowers Customers

Frost Radar™ Empowers the Board of Directors

Frost Radar™: Benchmarking Future Growth Potential

Frost Radar™: Benchmarking Future Growth Potential

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Related Research
The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying sizes that offer solutions to companies and organizations across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, education, hospitality, and tourism among the most prominent. The migration to the cloud accelerated across Europe in 2020, and concerns about multi-tenant cloud deployment of mission-critical applications have largely dissipated. Also, companies have realized that the cloud offers a flexible and agile means of improving CC functionalities at highly competitive prices and with predictable monthly invoices. The COVID-19 pandemic has pushed every contact center in Europe to embrace the work-at-home-agent (WAHA) modality and move their employees out of their offices to their homes (e.g., 68.8% of the outsourced agents serving European companies were working remotely by the end of 2020). Owing to the challenges brought about by the new normal, CCaaS vendors and service providers had to respond to the remote working needs of the industry quickly, provide free/trial offers for remote agents, position aggressive pricing models, and accelerate the migration to the cloud or hybrid deployment alternatives in a remarkably short timeframe. In addition, new reward, recruitment, and training models were implemented to support the remote modality. The post-pandemic scenario will likely feature a hybrid CC environment in which many employees and agents perform their tasks—either part-time or full-time—from a remote location. This Frost Radar™ reveals the market positioning of 20 companies using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles for each of the companies based on their growth and innovation, including a small discussion on their positioning and potential next steps. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients. Author: Federico Teveles
More Information
No Index No
Podcast No
Author Federico Teveles
Industries Information Technology
WIP Number K645-01-00-00-00
Is Prebook No
GPS Codes 9705-C1,9661