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 size that offer solutions to companies and organization across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, education, hospitality, and tourism among the most prominent. CCaaS solutions are becoming the preferred deployment model for many contact centers in Europe, replacing traditional on-premises and hosted contact center infrastructure.

Contact centers of all sizes, especially small and medium-sized businesses (SMBs), have been gradually migrating to cloud-based technologies. Hybrid cloud models, part on-premise and part cloud, have gained popularity for reducing data security and scalability concerns, which has prompted some large enterprises to adopt full cloud models in the last two years. Companies deploying contact center solutions in the cloud are experiencing several benefits, including cost savings and improved functionalities as cloud allows timely access to new channels, features, and capabilities. In a context where customers are increasingly demanding responsive, personal, and adaptable customer service though multiple communication channels, CCaaS solutions are providing the best tools to improve customer experience (CX) and match expectations.

The European CCaaS market is characterized by extreme fragmentation, with very few vendors having significant market share. The most noteworthy providers in Europe are Genesys, Vonage, 8x8, Verint, Content Guru, Enghouse Interactive, Puzzel, and NICE inContact. This Frost Radar™ reveals the market positioning of 19 companies using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles on 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.