PUBLISHER: IDC | PRODUCT CODE: 1887498
PUBLISHER: IDC | PRODUCT CODE: 1887498
Navigating Europe's Diverse and Complex CCaaS Market: A Buyer's Guide to Making the Right Choice
The European CCaaS market is undergoing rapid transformation, driven by the adoption of AI, evolving customer engagement models, and growing demand for flexible, secure, and locally relevant solutions. Buyers must navigate regulatory complexity and diverse country needs, choosing between innovation and regional expertise. Success hinges on selecting vendors with strong local commitment, adaptable deployment models, native omni-channel capabilities, and robust AI integration, thereby ensuring compliance, scalability, and the sustainable modernization of customer experience environments."The best CCaaS vendor for European organizations is the one that pairs transformation with trust and scale with sovereignty." - Research Director Oru Mohiuddin, European AI-Enabled Contact Center and Customer Service Technologies, IDC.
Executive Snapshot
Situation Overview
- Market Advancing at Pace
- Two Vendor Groups, Both Well-Positioned
- Country Dynamics Shaping Growth
- Channel Partners Remain Influential
- AI Taking Hold Across the Region
- Growing Emphasis on Sovereignty
- Commitment to Europe as a Differentiator
- A Region Full of Opportunity
Advice for the Technology Buyer
- Select Vendors with Strong Local Expertise and Long-Term Commitment
- Choose Providers That Adapt to Local Market Needs
- Favor Vendors Delivering AI Aligned with Business Context
- Select Platforms with Native Omni-Channel Capabilities
- Prioritize Vendors Offering Unified, Scalable, and Secure Platforms
- Select Providers with Strong Quality Management Capabilities
- Choose Providers That Guide Transformation at the Right Pace
- Conclusion
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- Related Research
- Synopsis
