Industries

This market analysis research provides market sizing and forecasts for premises-based contact centre systems sold in the EMEA region. The product segments covered are: inbound contact routing, IVR and voice portal, outbound dialer, quality monitoring, workforce management, and contact centre analytics. The study provides market forecasts by product...

This market analysis research provides market sizing and forecasts for hosted contact centre services in the Europe, Middle East and Africa (EMEA) region. Hosted solutions include public cloud services and dedicated hosted solutions. The segments covered are: hosted IVR, hosted ACD, hosted customer chat, hosted outbound contact, and hosted agent pe...

All customers are not equal. Some customers are more profitable than others. Therefore, companies need to spend more to serve and retain the profitable customers. In essence, companies should understand the profitability of different segments of its customer base. And yet few companies actually measure the profitability of its different custome...