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Market Research Report
Enterprise Priorities in Europe: Contact Center Outsourcing |
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Published by | Frost & Sullivan | Product code | 306882 | ||||
Published | Content info | 71 Pages Delivery time: 1-2 business days |
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Enterprise Priorities in Europe: Contact Center Outsourcing | ||
Published: June 23, 2014 | Content info: 71 Pages |
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Contact Center Outsourcing
The main objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. One-third of the respondents outsource some customer care activities. The United Kingdom has the highest proportion of companies that outsource, while Benelux has the least. Outsourcing adoption is the highest in financial services, but healthcare is expecting the highest growth rates in the next 2 years. Email, social media, Web self-service, chat, and interactive voice response are growing channels for contact center outsourcing, while LiveAgent voice is expected to be a declining channel. On the whole, more companies are expected to outsource more customer contact channels.