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Market Research Report

Enterprise Priorities in Europe: Cloud Contact Center Solutions

Published by Frost & Sullivan Product code 306883
Published Content info 49 Pages
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Enterprise Priorities in Europe: Cloud Contact Center Solutions
Published: June 23, 2014 Content info: 49 Pages
Description

Cloud Contact Center Solutions

The overall research objective of this research service was to investigate the current use and future adaptation of cloud contact center solutions in European contact centers. About 37% of contact center organizations in Europe use a hosted/cloud contact center solution, which is expected to reach 86% by 2016. While small and medium contact centers were the early adopters of cloud solutions, large contact center organizations have now taken the lead in terms of using cloud-based contact center applications. The main drivers for moving contact center applications to the cloud are ease of use, flexible scalability, improved business continuity capabilities, reduced total cost of ownership of IT, and capital expenditure avoidance.

Table of Contents
Product Code: M992-01-00-00-00

Table of Contents

1. RESEARCH BACKGROUND, OBJECTIVES, AND METHODOLOGY

Research Background, Objectives, and Methodology

  • 1. Research Background and Objectives
  • 2. Methodology
  • 3. Methodology (continued)
  • 4. Overall Firmagraphic Details

2. EXECUTIVE SUMMARY

Executive Summary

  • 1. Executive Summary

3. CURRENT USE OF HOSTED/CLOUD SOLUTIONS

Current Use of Hosted/Cloud Solutions

  • 1. Current Use of Hosted/Cloud Contact Center Solutions

4. IMPORTANT FACTORS IN THE DECISION TO MOVE TO HOSTED/CLOUD SOLUTIONS

Important Factors in the Decision to Move to Hosted/Cloud Solutions

  • 1. Important Factors in the Decision to Move to Hosted/Cloud Solutions by Country
  • 2. Important Factors in the Decision to Move to Hosted/Cloud Solutions by Contact Center Size
  • 3. Important Factors in the Decision to Move to Hosted/Cloud Solutions by Industry

5. HOSTED/CLOUD CONTACT CENTER APPLICATIONS

Hosted/Cloud Contact Center Applications

  • 1. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Country
  • 2. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Country (continued)
  • 3. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Contact Center Size
  • 4. Contact Center Applications Currently Used as Hosted/Cloud Solutions by Industry
  • 5. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Country
  • 6. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Country (continued)
  • 7. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Contact Center Size
  • 8. Contact Center Applications Planned to be Moved to Hosted/Cloud Solutions by Industry

6. HOSTED/CLOUD CONTACT CENTER VENDORS

Hosted/Cloud Contact Center Vendors

  • 1. Number of Vendors Sourced
  • 2. Current and Future Hosted/Cloud Contact Center Providers
  • 3. Current Hosted/Cloud Contact Center Providers by Country
  • 4. Current Hosted/Cloud Contact Center Providers by Contact Center Size
  • 5. Current Hosted/Cloud Contact Center Providers by Industry
  • 6. Future Hosted/Cloud Contact Center Providers by Country
  • 7. Future Hosted/Cloud Contact Center Providers by Contact Center Size
  • 8. Future Hosted/Cloud Contact Center Providers by Industry

7. RESTRAINTS TO MOVING TO HOSTED/CLOUD CONTACT CENTER SOLUTIONS

Restraints to Moving to Hosted/Cloud Contact Center Solutions

  • 1. Restraints to Moving to Hosted/Cloud Contact Center Solutions
  • 2. Legal Disclaimer

8. APPENDIX

Appendix

  • 1. Business Functions
  • 2. Languages Supported

9. THE FROST & SULLIVAN STORY

The Frost & Sullivan Story

  • 1. The Frost & Sullivan Story
  • 2. Value Proposition: Future of Your Company & Career
  • 3. Global Perspective
  • 4. Industry Convergence
  • 5. 360° Research Perspective
  • 6. Implementation Excellence
  • 7. Our Blue Ocean Strategy
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