European Contact Center Forecast, 2022-2027

Description

This IDC Market Forecast examines the European contact center market, with breakdowns for cloud and on-premises applications. It also contains breakdowns by key geography. It outlines major market trends and provides recommendations for market players."Success in contact centers will depend on getting AI right, which can help to drive productivity, quality management, cost efficiency, and increased margin. But vendors should not approach this too hastily since AI is still in early phases and more needs to be done to attain accuracy. Stakeholders in the space should also be mindful of undesirable consequences/breach of ethics and must use AI responsibly," said Oru Mohiuddin, research manager, IDC Enterprise Communications and Collaboration Services.

Product Code: EUR149805822

IDC Market Forecast Figure

Executive Summary

Advice for Technology Suppliers

Invest in AI and Automation
Develop Digital Channels and Create Seamless Experiences Throughout the Customer Journey
Enable Integration with CRMs and Third-Party Business Apps Through APIs
Develop a Unified Platform for Seamless Customer Experience
Develop the Option for Workforce Engagement Management
Incorporate Robust Security into Offerings
Target IT Departments Along with Lines of Business

Market Forecast

Market Context

Drivers and Inhibitors
- Drivers
  - Growing Focus on CX
  - Increased Investment in AI
- Inhibitors
  - Economic Adversity
Significant Market Developments
- AI/Automation Is a Key Priority for Contact Centers
- Generative AI to Transform Contact Centers
- RPA to Simplify Regulatory Compliance
- Advanced Logic Adding More Layers to Automation
- Growing Reliance on Data Analytics and Reporting to Drive Performance
- Digital Channels Continue to Gain Traction
- Vendors Shifting to Platform-Based Solutions
- CPaaS Is Complementing CCaaS to Drive Automation
- Contact Centers Are Asking for Back-Office Integration
Changes from Prior Forecast