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Market Research Report

Contact Center as a Service (CCaaS) Solutions Energize the European Customer Experience Space, 2020

Published by Frost & Sullivan Product code 961340
Published Content info 221 Pages
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Contact Center as a Service (CCaaS) Solutions Energize the European Customer Experience Space, 2020
Published: September 7, 2020 Content info: 221 Pages
Description

CCaaS Solutions Inject Agility into the Customer Journey and Enable Organizations to Pivot and Recover from Disruption

This study examines the cloud-based contact center (CC) solutions market in Europe. In the past, Frost & Sullivan has done combined studies for contact center on-premise solutions, hosted, and cloud solution markets. However, this year the studies are separated. This study is based on extensive primary and secondary research.

This study finds that the contact center as a service (CCaaS) market continues to increase. The European CCaaS market is composed of a large number of providers, spanning global vendors and home-grown European providers. European regionalism plays a role in this industry, as numerous local vendors have emerged lately with a focus on a determined country or region. Extra-European vendors are finding it difficult to enter the market and generally need domestic partners to expand sales.

The European CCaaS market is very fragmented and there is considerable overlap between solutions in terms of functionality and market orientation. No vendor has double-digit market share, which indicates that the market is in a growth stage. Cloud penetration in the CX solutions industry varies across different countries and regions, the highest being in the Nordics, then the UK, Benelux, France, and the Baltics. Italy, Spain, Germany, and Eastern Europe are lagging. CCaaS market growth rates are expected for differ by country. Those that are lagging in terms of cloud penetration are expected to grow faster.

Omnichannel CX is a key part of the shift toward a new digital landscape, providing a seamless journey no matter the customer's starting or re-engagement point. The acceleration of omnichannel service delivery and digital transformation, coupled the inclusion of new technologies (e.g., AI), is driving R&D, acquisitions, and integrations. Workforce optimization is also a central theme that has solution providers adding new capabilities across portfolios. This includes the addition of mobile capabilities, gamification, process automation, knowledge database access, and integration-related modules (e.g., app marketplaces). The use of analytics to improve agent experience and customer experience is also growing, especially in the context where end-customers are demanding hyper-personalized CX.

Research Scope:

This study provides the market share for solution vendors in the contact center as a service market in 2019, along with a forecast from 2019 to 2024. This analysis also presents some of the CX trends that Frost & Sullivan believes will shape, grow, and influence customer contact and CX. The study focuses on those growth insights that are the most relevant for the period 2019 to 2023 in Europe and profiles 21 of the most important vendors in the market. This analysis outlines the insights for select vendors' areas. These are:

  • Product portfolio (deployment and connectivity, modules, integrations and professional services)
  • Customers and go-to-market
  • Value proposition
  • Challenges
  • Latest developments
  • Roadmap
  • Guarantees
  • Company information
  • COVID-19 response

Key Issues Addressed:

  • In what stage is the market and at what rate will it grow in the next 5 years?
  • What is the market share of the biggest CCaaS vendors?
  • What are the key drivers and restraints for growth within the region?
  • How will the structure of the market change over time? Which are the key competitors to watch?
  • Which are the main business opportunities for CCaaS vendors?
  • What is the product portfolio of the most important vendors?
Table of Contents
Product Code: MF53-76

Table of Contents

Executive Summary

  • Key Findings
  • Key Findings (continued)
  • Key Findings (continued)

Market Definitions

  • Definitions-Cloud Contact Center
  • Definitions-Contact Center as a Service
  • Cloud-based Contact Center Solutions Market Definitions
  • CCaaS Ecosystem
  • CCaaS Ecosystem-Type of Companies
  • Scope of Research
  • Cloud-Based Contact Center Solutions Capabilities
  • Market Definitions

Market Overview

  • The Rise of Cloud Computing
  • The Rise of Cloud Computing (continued)
  • The Rise of Cloud Computing (continued)
  • Market Drivers and Restraints
  • Key Takeaways from the European CCaaS Market
  • Key Takeaways from the European CCaaS Market (continued)
  • European CCaaS Ecosystem-Market Orientation
  • Revenue Forecast
  • Market Share
  • Cloud Migration

Market Trends

  • Market and Solution Trends
  • Solution Trends-Rising Attention to Omnichannel Solutions
  • Solution Trends-Rising Attention to Omnichannel Solutions (continued)
  • Solution Trends-Increasing Availability of Data and Analytical Maturity
  • Solution Trends-Increasing Availability of Data and Analytical Maturity (continued)
  • Solution Trends-Rising Impact of AI
  • Solution Trends-Rising Impact of AI (continued)
  • Solution Trends-Widespread Adoption of WFO Capabilities
  • Market Trends-Work-at-home-agents Model
  • Market Trends-Increasing Number of Deep Integrations and Acquisitions
  • Market Trends-Emergence of Start-ups with Value Propositions
  • Market Trends-Contact Center Shift to Customer Engagement Center
  • Market Trends-Hyper-personalization of CX

Vendor Profile-3CLogic

  • Company Profile-3CLogic
  • Company Profile-3CLogic (continued)
  • Company Profile-3CLogic (continued)
  • Company Profile-3CLogic (continued)
  • Company Profile-3CLogic (continued)

Vendor Profile-8x8

  • Company Profile-8x8
  • Company Profile-8x8 (continued)
  • Company Profile-8x8 (continued)
  • Company Profile-8x8 (continued)
  • Company Profile-8x8 (continued)
  • Company Profile-8x8 (continued)
  • Company Profile-8x8 (continued)

Vendor Profile-Akio

  • Company Profile-Akio
  • Company Profile-Akio (continued)
  • Company Profile-Akio (continued)
  • Company Profile-Akio (continued)
  • Company Profile-Akio (continued)
  • Company Profile-Akio (continued)

Vendor Profile-Altitude Software

  • Company Profile-Altitude Software
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)
  • Company Profile-Altitude Software (continued)

Vendor Profile-Aspect Software

  • Company Profile-Aspect Software
  • Company Profile-Aspect Software (continued)
  • Company Profile-Aspect Software (continued)
  • Company Profile-Aspect Software (continued)
  • Company Profile-Aspect Software (continued)
  • Company Profile-Aspect Software (continued)
  • Company Profile-Aspect Software (continued)

Vendor Profile-Bright Pattern

  • Company Profile-Bright Pattern
  • Company Profile-Bright Pattern (continued)
  • Company Profile-Bright Pattern (continued)
  • Company Profile-Bright Pattern (continued)
  • Company Profile-Bright Pattern (continued)
  • Company Profile-Bright Pattern (continued)

Vendor Profile-ComputerTalk

  • Company Profile-ComputerTalk
  • Company Profile-ComputerTalk (continued)
  • Company Profile-ComputerTalk (continued)
  • Company Profile-ComputerTalk (continued)
  • Company Profile-ComputerTalk (continued)
  • Company Profile-ComputerTalk (continued)
  • Company Profile-ComputerTalk (continued)

Vendor Profile-Content Guru

  • Company Profile-Content Guru
  • Company Profile-Content Guru (continued)
  • Company Profile-Content Guru (continued)
  • Company Profile-Content Guru (continued)
  • Company Profile-Content Guru (continued)
  • Company Profile-Content Guru (continued)
  • Company Profile-Content Guru (continued)

Vendor Profile-Diabolocom

  • Company Profile-Diabolocom
  • Company Profile-Diabolocom (continued)
  • Company Profile-Diabolocom (continued)
  • Company Profile-Diabolocom (continued)

Vendor Profile-Dixa

  • Company Profile-Dixa
  • Company Profile-Dixa (continued)
  • Company Profile-Dixa (continued)
  • Company Profile-Dixa (continued)
  • Company Profile-Dixa (continued)

Vendor Profile-Enghouse Interactive

  • Company Profile-Enghouse Interactive
  • Company Profile-Enghouse Interactive (continued)
  • Company Profile-Enghouse Interactive (continued)
  • Company Profile-Enghouse Interactive (continued)
  • Company Profile-Enghouse Interactive (continued)
  • Company Profile-Enghouse Interactive (continued)

Vendor Profile-Five9

  • Company Profile-Five9
  • Company Profile-Five9 (continued)
  • Company Profile-Five9 (continued)
  • Company Profile-Five9 (continued)
  • Company Profile-Five9 (continued)
  • Company Profile-Five9 (continued)
  • Company Profile-Five9 (continued)

Vendor Profile-Genesys

  • Company Profile-Genesys
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)
  • Company Profile-Genesys (continued)

Vendor Profile-inConcert

  • Company Profile-inConcert
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)
  • Company Profile-inConcert (continued)

Vendor Profile-NICE inContact

  • Company Profile-NICE inContact
  • Company Profile-NICE inContact (continued)
  • Company Profile-NICE inContact (continued)
  • Company Profile-NICE inContact (continued)
  • Company Profile-NICE inContact (continued)

Vendor Profile-Puzzel

  • Company Profile-Puzzel
  • Company Profile-Puzzel (continued)
  • Company Profile-Puzzel (continued)
  • Company Profile-Puzzel (continued)
  • Company Profile-Puzzel (continued)
  • Company Profile-Puzzel (continued)

Vendor Profile-Talkdesk

  • Company Profile-Talkdesk
  • Company Profile-Talkdesk (continued)
  • Company Profile-Talkdesk (continued)
  • Company Profile-Talkdesk (continued)
  • Company Profile-Talkdesk (continued)
  • Company Profile-Talkdesk (continued)
  • Company Profile-Talkdesk (continued)

Vendor Profile-Vocalcom

  • Company Profile-Vocalcom
  • Company Profile-Vocalcom (continued)
  • Company Profile-Vocalcom (continued)
  • Company Profile-Vocalcom (continued)
  • Company Profile-Vocalcom (continued)
  • Company Profile-Vocalcom (continued)
  • Company Profile-Vocalcom (continued)

Vendor Profile-Vonage

  • Company Profile-Vonage
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)
  • Company Profile-Vonage (continued)

Vendor Profile-Vozitel

  • Company Profile-Vozitel
  • Company Profile-Vozitel (continued)
  • Company Profile-Vozitel (continued)
  • Company Profile-Vozitel (continued)

Vendor Profile-ZOOM International

  • Company Profile-ZOOM International
  • Company Profile-ZOOM International (continued)
  • Company Profile-ZOOM International (continued)
  • Company Profile-ZOOM International (continued)
  • Company Profile-ZOOM International (continued)
  • Company Profile-ZOOM International (continued)
  • Company Profile-ZOOM International (continued)

Growth Opportunities and Companies to Action

  • Growth Opportunity 1-On-premise/Hosted Systems Replacement
  • Growth Opportunity 2-Changing Environment and Vendors' Resilience
  • Growth Opportunity 3-Partnering With Local Services Providers
  • Strategic Imperatives for CCaaS Solutions

The Last Word

  • The Last Word
  • Legal Disclaimer

Appendix

  • List of Exhibits

The Frost & Sullivan Story

  • The Frost & Sullivan Story
  • Value Proposition-Future of Your Company & Career
  • Global Perspective
  • Industry Convergence
  • 360º Research Perspective
  • Implementation Excellence
  • Our Blue Ocean Strategy
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