Industries

The CX outsourcing services landscape is set to grow throughout the forecast period. Two key reasons lie behind this: 1) the increasing acceptance of CX as a formidable competitive weapon; and 2) growing incentives for companies to outsource their CX operations. Improving CX appears as the number one business goal priority in the Frost & Sulliv...

03 Mar 2022  |  Europe  |  Frost Radar

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

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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, ed...

This research service examines the Contact Center as a Service (CCaaS) market in Europe. The CCaaS market comprises full-suite hosted interactive voice response (IVR), automatic call distribution (ACD), chat, outbound, and agent performance optimization (APO) applications. The study analyzes the total market size in the base year 2020 and provides ...

21 Dec 2021  |  Europe  |  Frost Radar

Frost Radar™: European Customer Experience (CX) Outsourcing Services, 2021

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

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Customer experience (CX) is becoming the primary factor impacting customer loyalty and one of the most relevant business differentiators. In Europe, demand for outsourced CX services is growing steadily as end-users demand more responsive, personalized, and engaging experiences. Businesses must design and implement a superior end-to-end customer jo...

This research service provides an overview of customer experience outsourcing services in Europe and outlines drivers and restraints, market share by industry participant/ contact channel, revenue by market/service/vertical types, WAHA share, percent of technology adoption and bot-managed interactions. Market dynamics will favor global, technologic...

21 Oct 2021  |  Europe  |  Customer Research

Impact of COVID-19 on Healthcare Contact Centers

Acceleration in WAHA, Self-Service & Cloud Investments

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The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...

03 Feb 2021  |  Europe  |  Market Research

AI-powered Chatbots Boosting the European CX Management Market, 2020

Chatbots Enhance the Customer Experience and Give Businesses Extraordinary Scaling Opportunities

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The chatbots market is one of the fastest-growing in the ICT industry. There are several effective uses for chatbots. Businesses are applying them, in particular, to enhance their customer services and improve customer experience (CX). Chatbots are deployed across different channels, including web chat, SMS, social media, mobile chat apps, among ot...

08 Jan 2021  |  Europe  |  Market Research

Enhancing European Customer Experience with Artificial Intelligence

AI Technologies Offer New Opportunities to Nurture Relationships and Enhance Customer Contact Effectiveness

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This study focuses on how AI is making inroads into the customer experience (CX) space. After shifting from on-premises solutions to cloud-based services, the industry is embracing AI and integrating it into various CX-related use cases and solutions. Chatbots, voicebots, behavioral applications, biometrics, cybersecurity, speech recognition, machi...

The voicebots market is still in its early stages in Europe but is one of the fastest-growing within the field of information and communication technology (ICT). By enhancing customer interactions and customer experience (CX), voicebot offerings seem ready to become one of the most valuable business solutions in the CX space. Latest advances in ar...