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PUBLISHER: Frost & Sullivan | PRODUCT CODE: 1066286

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PUBLISHER: Frost & Sullivan | PRODUCT CODE: 1066286

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

PUBLISHED:
PAGES: 46 Pages
DELIVERY TIME: 1-2 business days
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A Benchmarking System to Spark Companies to Action-Innovation that Fuels New Deal Flow and Growth Pipelines

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.

Product Code: K645-76

Table of Contents

Strategic Imperative and Growth Environment

  • Strategic Imperatives
  • Strategic Imperatives (continued)
  • Growth Environment
  • Growth Environment (continued)

Frost Radar™

  • Frost Radar™: Contact Center as a Service Market
  • Frost Radar™: Competitive Environment
  • Frost Radar™: Competitive Environment (continued)
  • Frost Radar™: Competitive Environment (continued)

Companies to Action

  • 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

  • Strategic Insights

Next Steps: Leveraging the Frost Radar™ to Empower Key Stakeholders

  • 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™ Analytics

  • Frost Radar™: Benchmarking Future Growth Potential
  • Frost Radar™: Benchmarking Future Growth Potential
  • Legal Disclaimer
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Jeroen Van Heghe

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+32-2-535-7543

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Christine Sirois

Manager - Americas

+1-860-674-8796

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