Cover Image
Market Research Report

Analysis of the EMEA Hosted Contact Centre Services Market

Published by Frost & Sullivan Product code 318893
Published Content info 73 Pages
Delivery time: 1-2 business days
Price
Back to Top
Analysis of the EMEA Hosted Contact Centre Services Market
Published: November 10, 2014 Content info: 73 Pages
Description

Multi-channel Interface Solutions Help Tackle Business Needs to Improve Customer Experience

Despite many economic challenges, a steady increase is being witnessed in the adoption of hosted contact center services in the EMEA market. The competitive landscape sees a mixed range of service providers, sharing a common goal of achieving greater market penetration. The changing landscape of the modern consumer (digitally connected, social media-savvy and demanding personalised customer service) has led to an increase in demand for multi-channel solutions. Flexible hosted contact center services are making it possible for businesses to maintain low operating costs and simultaneously explore new technological concepts, such as BYOD and work from home.

Key Questions This Study Will Answer

  • What is the status of the hosted contact centre services market in EMEA?
  • What are the drivers, restraints, and trends influencing the market?
  • Which companies are the main market participants and what is the go-to market model they are using for their hosted and cloud solutions?
  • What are the main adoption trends in the market?
  • What is the current growth rate in the market and how is this expected to change during the forecast period?
Table of Contents
Product Code: MA73-01-00-00-00

Table of Contents

1. EXECUTIVE SUMMARY

Executive Summary

  • 1. Key Findings
  • 2. Measurements
  • 3. CEO's Perspective

2. MARKET OVERVIEW

Market Overview

  • 1. Research Scope
  • 2. Research Methodology
  • 3. Regional Definition
  • 4. Key Questions This Study Will Answer
  • 5. Market Segmentation
  • 6. Market Definitions
  • 7. Revenue Definitions
  • 8. Benefits of Hosted Contact Centre Services
  • 9. Pros and Cons of Hosted Contact Centre Services

3. DRIVERS AND RESTRAINTS-TOTAL HOSTED CONTACT CENTRE SERVICES MARKET

Drivers and Restraints-Total Hosted Contact Centre Services Market

  • 1. Market Drivers
  • 2. Drivers Explained
  • 3. Drivers Explained (continued)
  • 4. Drivers Explained (continued)
  • 5. Drivers Explained (continued)
  • 6. Market Restraints
  • 7. Restraints Explained
  • 8. Restraints Explained (continued)
  • 9. Restraints Explained (continued)

4. FORECASTS AND TRENDS-TOTAL HOSTED CONTACT CENTRE SERVICES MARKET

Forecasts and Trends-Total Hosted Contact Centre Services Market

  • 1. Forecast Assumptions
  • 2. Key Market Trends
  • 3. Key Market Trends (continued)
  • 4. Key Pricing Trends
  • 5. Total Hosted Contact Centre Services Market-Revenue Forecast
  • 6. Revenue Forecast Discussion
  • 7. Global Per cent Revenue Split by Region
  • 8. Global Revenue Split by Region-Figures and Assumptions
  • 9. Revenue Comparison-Hosted Contact Centre versus On Premise
  • 10. EMEA Seats Comparison-Hosted Contact Centre Seats versus Total Contact Centre Seats
  • 11. Revenue Split by Region-EMEA
  • 12. Revenue by Region Discussion
  • 13. Revenue Split by Services
  • 14. Hosted IVR Revenue Forecast
  • 15. Hosted IVR Revenue Forecast Discussion
  • 16. Hosted ACD Revenue Forecast
  • 17. Hosted ACD Revenue Forecast Discussion
  • 18. Hosted Outbound Customer Contact Revenue Forecast
  • 19. Hosted Outbound Customer Contact Revenue Forecast Discussion
  • 20. Hosted Customer Chat Revenue Forecast
  • 21. Hosted Customer Chat Revenue Forecast Discussion
  • 22. Hosted APO Revenue Forecast
  • 23. Hosted APO Revenue Forecast Discussion

5. REPRESENTATIVE VENDOR PROFILES

Representative Vendor Profiles

  • 1. Representative Vendor Profiles-Altitude Software
  • 2. Representative Vendor Profiles-BT Global
  • 3. Representative Vendor Profiles-InContact
  • 4. Representative Vendor Profiles-LiveOps
  • 5. Representative Vendor Profiles-NewVoiceMedia
  • 6. Representative Vendor Profiles-Orange
  • 7. Representative Vendor Profiles-Vodafone
  • 8. EMEA Hosted Contact Centre Service Providers-Partial List

6. THE LAST WORD

The Last Word

  • 1. The Last Word-Predictions
  • 2. Legal Disclaimer

7. APPENDIX

Appendix

  • 1. Methodology
  • 2. Measurements
  • 3. Additional Sources of Information on Hosted Contact Centre Services
  • 4. Partial List of Companies Interviewed
  • 5. Learn More-Next Steps
Back to Top