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Pulished Date February, 2020
ID: 9070
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Europe Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast (2019 - 2024)

Pulished: February, 2020
ID: 9070
Pages: 97

Europe Cloud Based Contact Center Market Size & Growth (2019 – 2024)

The Europe Cloud-Based Contact Center Market is currently valued at 1.5 Billion USD in 2019. The market is expected to grow at a CAGR of 24.9% over the forecast period to reach a valuation of 7.1 Billion USD in 2024.

Market Overview:

The Cloud Contact Center is the center of an organization that handles all outbound and inbound communications, which is hosted on the internet. Cloud contact centers communicate with the aid of social media platforms, emails, voice and the internet, that can be accessed from virtually any place. Cloud contact centers are used to reduce costs, increase ROI, maximize agent performance, improve mobility and scalability, and enhance customer experience and empowerment. The implementation model for cloud-based contact centers allows companies to set up for third-party organizations.

Recent Developments:

In 2019, Google unveiled a beta version of its Contact Center AI to aid retailers with responsive customer service by - phone support without sacrificing customer experience.

Geographical Analysis:

The regions included in the analysis of Europe Cloud-Based Contact Center Market include the United Kingdom, Germany, France, Italy, Spain, Belgium, Netherlands, Rest of Europe. The introduction of the General Data Protection Regulation (GDPR) of the European Union allowed EU consumers and prospects to request that companies remove their personal information. Through live call monitoring and call recording, cloud-based contact center managers can monitor key aspects of customer engagement to ensure compliance and detect issues.

Market Drivers, Restraints And Opportunities:

Significant factors which have helped drive the Europe Cloud-Based Contact Center Market forward are-

  • The e-commerce industry is making a considerable contribution to the development of cloud contact centers.
  • Most large corporations understand that Cloud-based contact centers are a very cost-effective method of setting up their centers in an environment that offers inexpensive skilled labor.
  • With the increasing acceptance of the cloud, the number of service providers offering full suites of contact center applications is overgrowing.

The factors holding the Europe Cloud-Based Contact Center Market back include -

  • If a company is setting up a cloud-based contact center outside the country, it is effectively eliminating jobs from its own country, and there has been a great deal of pressure from the government to prevent this.

Increasing competition in the retail market and evolving trends in customer services, preferences, attitudes and e-commerce are driving the growth of the cloud-based contact center sector. Many retailers, both offline and online, find cloud contact centers to be revenue streams with customer experience as a strategic priority.

Market Segmentation

  1. Europe Cloud-Based Contact Center Market by Solution

  • ACD
  • APO
  • Dialers
  • IVR
  • CTI
  • Reporting and Analytics
  • Security

The CTI product is projected to have the largest market share among the solutions. Requirements include call routing and queuing, information management and tracking, chat content and monitoring, real-time decision-making, and workplace optimization.

  1. Europe Cloud-Based Contact Center Market by Service

  • Professional
  • Managed
  1. Europe Cloud-Based Contact Center Market by Application

  • Call routing and queuing
  • Data integration and recording
  • Chat quality and monitoring
  • Real-time decision-making
  • Workforce Optimization (WFO)
  1. Europe Cloud-Based Contact Center Market by Deployment Mode

  • Public cloud
  • Private cloud
  • Hybrid cloud
  1. Europe Cloud-Based Contact Center Market by Organization Size

  • Small and Medium-sized Enterprises
  • Large Enterprises

The category of large enterprises is projected to have a larger market size due to the high demand for improved cloud-based contact center systems that help to improve customer experience. Such centers are commonly used by companies because of their benefits, such as high scalability, greater efficiency, rapid deployment and lower capital costs.

  1. Europe Cloud-Based Contact Center Market by Vertical

  • Banking, Financial Services, and Insurance
  • Consumer goods and retail
  • Government and public sector
  • Healthcare and life sciences
  • Manufacturing
  • Media and entertainment
  • Telecommunication and Information Technology Enabled Services
  • Others
  1. Europe Cloud-Based Contact Center Market by Region

  • USA
  • Canada
  • Mexico

Key Market Players:

The key market players in the European Cloud-Based Contact Center Market include 8x8 Inc. (US), Five9 (US), Cisco Systems (US), Genesys (US), Oracle (US), NewVoiceMedia (UK), Connect First (US), Aspect Software (US), and 3CLogic (US).

Europe Cloud-Based Contact Center Market Research Report Key Highlights:

  • Current and future market perspectives for Europe Cloud-Based Contact Center Market in developed and emerging markets.
  • Analyze different market perspectives using the analysis of five Porter forces
  • The segment that is expected to dominate the market.
  • Regions that are expected to grow faster during the forecast period.
  • Identify the latest developments, market shares, and strategies of key market participants.

1. Introduction    
        
    1.1 Market Definition        
    1.2 Study Deliverables        
    1.3 Base Currency, Base Year and Forecast Periods        
    1.4 General Study Assumptions        

2. Research Methodology            

    2.1 Introduction        
    2.2 Research Phases        

        2.2.1 Secondary Research     
        2.2.2 Primary Research    
        2.2.3 Econometric Modelling    
        2.2.4 Expert Validation    

    2.3 Analysis Design        
    2.4 Study Timeline        

3. Overview            

    3.1 Executive Summary        
    3.2 Key Inferences        
    3.3 Epidemology        

4. Drivers, Restraints, Opportunities, and Challenges Analysis (DROC)            

    4.1 Market Drivers        
    4.2 Market Restraints        
    4.3 Key Challenges        
    4.4 Current Opportunities in the Market        

5. Market Segmentation            

    5.1 Solution        

        5.1.1 Introduction    
        5.1.2 ACD    
        5.1.3 APO    
        5.1.4 Dialers    
        5.1.5 IVR    
        5.1.6 CTI    
        5.1.7 Reporting and Analytics    
        5.1.8 Security    
        5.1.9 Y-o-Y Growth Analysis, By Solution     
        5.1.10 Market Attractiveness Analysis, By Solution     
        5.1.11 Market Share Analysis, By Solution     

    5.2 Service        

        5.2.1 Introduction    
        5.2.2 Professional    
        5.2.3 Managed    
        5.2.4 Y-o-Y Growth Analysis, By Service     
        5.2.5 Market Attractiveness Analysis, By Service     
        5.2.6 Market Share Analysis, By Service     

    5.3 Application        

        5.3.1 Introduction    
        5.3.2 Call routing and queuing    
        5.3.3 Data integration and recording    
        5.3.4 Chat quality and monitoring    
        5.3.5 Real-time decision-making    
        5.3.6 Workforce Optimization     
        5.3.7 Y-o-Y Growth Analysis, By Application     
        5.3.8 Market Attractiveness Analysis, By Application     
        5.3.9 Market Share Analysis, By Application     

    5.4 Deployment Mode        

        5.4.1 Introduction    
        5.4.2 Public cloud    
        5.4.3 Private cloud    
        5.4.4 Hybrid cloud    
        5.4.5 Y-o-Y Growth Analysis, By Deployment Mode     
        5.4.6 Market Attractiveness Analysis, By Deployment Mode     
        5.4.7 Market Share Analysis, By Deployment Mode     

    5.5 Organization Size        

        5.5.1 Small and Medium-sized Enterprises    
        5.5.2 Large Enterprises    
        5.5.3 Y-o-Y Growth Analysis, By Organization Size    
        5.5.4 Market Attractiveness Analysis, By Organization Size    
        5.5.5 Market Share Analysis, By Organization Size    

    5.6 Vertical        

        5.6.1 Banking, Financial Services, and Insurance    
        5.6.2 Consumer goods and retail    
        5.6.3 Government and public sector    
        5.6.4 Healthcare and life sciences    
        5.6.5 Manufacturing    
        5.6.6 Media and entertainment    
        5.6.7 Telecommunication and Information Technology Enabled Services    
        5.6.8 Others    
        5.6.9 Y-o-Y Growth Analysis, By Vertical    
        5.6.10 Market Attractiveness Analysis, By Vertical    
        5.6.11 Market Share Analysis, By Vertical    

6. Geographical Analysis        
    
    6.1 Introduction        

        6.1.1 Regional Trends    
        6.1.2 Impact Analysis    
        6.1.3 Y-o-Y Growth Analysis    

            6.1.3.1 By Geographical Area
            6.1.3.2 By Solution
            6.1.3.3 By Service
            6.1.3.4 By Application
            6.1.3.5 By Deployment Mode
            6.1.3.6 By Organization Size
            6.1.3.7 By Vertical

        6.1.4  Market Attractiveness Analysis
    
            6.1.4.1 By Geographical Area
            6.1.4.2 By Solution
            6.1.4.3 By Service
            6.1.4.4 By Application
            6.1.4.5 By Deployment Mode
            6.1.4.6 By Organization Type
            6.1.4.7 By Vertical

        6.1.5  Market Share Analysis    

            6.1.5.1 By Geographical Area
            6.1.5.2 By Solution
            6.1.5.3 By Service
            6.1.5.4 By Application
            6.1.5.5 By Deployment Mode
            6.1.5.6 By Organization Type
            6.1.5.7 By Vertical

    6.2 North America         

        6.1.1 Introduction    
        6.1.2 United States    
        6.1.3 Canada     

    6.3 Europe         

        6.2.1 Introduction    
        6.2.2 U.K    
        6.2.3 Spain    
        6.2.4 Germany    
        6.2.5 Italy     
        6.2.6 France    

    6.4 Asia-Pacific         

        6.3.1 Introduction    
        6.3.2 China     
        6.3.3 India     
        6.3.4 Japan     
        6.3.5 Australia    
        6.3.6 South Korea    

    6.5 Latin America        

        6.4.1 Introduction    
        6.4.2 Brazil    
        6.4.3 Argentina    
        6.4.4 Mexico    
        6.4.5 Rest of Latin America    

    6.6 Middle East & Africa        

        6.5.1 Introduction    
        6.5.2 Middle-East     
        6.5.3 Africa    

7. Strategic Analysis            

    7.1 PESTLE analysis        

        7.1.1 Political    
        7.1.2 Economic    
        7.1.3 Social    
        7.1.4 Technological    
        7.1.5 Legal    
        7.1.6 Environmental    

    7.2 Porter’s Five analysis        

        7.2.1 Bargaining Power of Suppliers    
        7.2.2 Bargaining Power of Consumers    
        7.2.3 Threat of New Entrants    
        7.2.4 Threat of Substitute Products and Services    
        7.2.5 Competitive Rivalry within the Industry    

8. Market Leaders' Analysis            

    8.1 8x8 Inc        

        8.1.1 Overview    
        8.1.2 Product Analysis    
        8.1.3 Financial analysis    
        8.1.4 Recent Developments    
        8.1.5 SWOT analysis    
        8.1.6 Analyst View    

    8.2 Five9        
    8.3 Cisco Systems         
    8.4 Genesys         
    8.5 Oracle        
    8.6 NewVoiceMedia        
    8.7 Connect First         
    8.8 Aspect Software         
    8.9 3CLogic         

9. Competitive Landscape            

    9.1 Market share analysis        
    9.2 Merger and Acquisition Analysis        
    9.3 Agreements, collaborations and Joint Ventures        
    9.4 New Product Launches        

10. Market Outlook and Investment Opportunities            

Appendix            
    a) List of Tables        
    b) List of Figures        

Europe Cloud-Based Contact Center Market

Europe Cloud-Based Contact Center Market

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