Europe Call Center Platforms Market - Industry Trends and Forecast to 2027

Europe Call Center Platforms Market - Industry Trends and Forecast to 2027

Short Description
Offering (Software and Service), Platform (Outbound Dialer, Inbound Voice, Web Chat, Omni channel Agent, Social Media, Email, Messaging, and Others), Organization Size (Large Organization and Small & Medium Organization), Deployment Model (On-Premise, Hybrid and Cloud), Industry (IT and Telecommunication, Banking, Financial Service and Insurance, Retail, Healthcare, Government, Travel & Hospitality, Transport & Logistics, Media & Entertainment, Education, Manufacturing, Energy & Utilities, and Others), Country (Germany, U.K, France, Italy Spain, Netherlands, Switzerland, Russia, Belgium, Turkey, and Rest of Europe)

Market Definition
Call center software is a software tool that is used for leveraging the different channels of communication. Call center is an office where a large number of call center employees offers mobile customer service. A contact center is a part of company’s overall strategy on customer relationship management (CRM). Inbound call centers accept requests for customer support and are often used as a knowledge base for tech support, billing issues, and other problems with customer service. All call centers are focused on the on providing customer service more efficiently.
Market Segmentation
• On the basis of offering, the market is segmented into software, services
• On the basis of platform, the market is segmented into inbound voice, messaging, web chat, outbound dialer, email, social, Omni channel agent, cx automated agent
• On the basis of deployment model, the market is segmented into company cloud, on premise, and hybrid
• On the basis of organization size, the market is segmented into small and medium enterprises (SMES), large enterprises
• On the basis of industry, the market is segmented into transportation and logistics, media and entertainment, government, energy and utility, banking, financial services, and insurance (BFSI), healthcare, IT and telecommunication, manufacturing, retail, education, travel and hospitality, others
Market Players
The key market players for Europe call center platforms market are listed below:

• IBM Corporation
• Oracle
• SAP SE
• Nuance Communications, Inc.
• Amazon Web Service, Inc.
• Avaamo, Talkdesk, Inc
• Creative Virtual Ltd.
• Aspect Software Inc
• VICIhost, Dixa
• DIALPAD, INC
• Aavaz, Five9, Inc
• Avaya Inc.
• NICE inContact
• Zendesk
• Genesys
• Mitel Networks Corp
• Cisco
• 8x8, Inc.

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1 Introduction
1.1 Objectives Of The Study
1.2 Market Definition
1.3 Overview Of Europe Call Center Platforms Market
1.4 Limitations
1.5 Markets Covered
2 Market Segmentation
2.1 Markets Covered
2.2 Geographical Scope
2.3 Years Considered For The Study
2.4 Currency And Pricing
2.5 Dbmr Tripod Data Validation Model
2.6 Primary Interviews With Key Opinion Leaders
2.7 Dbmr Market Position Grid
2.8 Multivariate Modeling
2.9 Products Lifeline Curve
2.10 Secondary Sources
2.11 Assumptions
3 Market Overview
3.1 Drivers
3.1.1 Growing Investment In New Digital Technologies
3.1.2 Growing Utilization Of Omnichannel Communications For Improving The Customer Satisfaction
3.1.3 Adpotion Of Call Center Software Across Various Industries
3.2 Restraint
3.2.1 Difficult To Integrate With Legacy Systems
3.3 Opportunities
3.3.1 Growing Usage Of Social Media In Business
3.3.2 Advancements In Technologies Such As Artificial Intelligence And Voice Analytics
3.4 Challenge
3.4.1 Constant Need To Train Contact Center Employees Due To High Attrition Rate
4 Executive Summary
5 Premium Insights
6 Europe Call Center Platforms Market, By Offering
6.1 Overview
6.2 Software
6.2.1 Interactive Voice Response (Ivr)
6.2.2 Automatic Call Distribution (Acd)
6.2.3 Computer Telephony Integration (Cti)
6.2.4 Dialer
6.2.4.1 Predictive Dialer
6.2.4.2 Parallel Predictive Dialer (Ppd)
6.2.4.3 Progressive Dialer
6.2.4.4 Preview Dialer
6.2.5 Call Center Monitoring
6.2.6 Customer Collaboration
6.2.7 Call Recording
6.2.8 Workforce Optimization
6.2.9 Report Analytics
6.2.10 Others
6.3 Service
6.3.1 Managed Service
6.3.2 Professional Service
6.3.2.1 Training & Consulting
6.3.2.2 Integration & Implementation
6.3.2.3 Support & Maintenance
7 Europe Call Center Platforms Market, By Platform
7.1 Overview
7.2 Outbound Dialer
7.3 Inbound Voice
7.4 Web Chat
7.5 Omnichannel Agent
7.6 Social Media
7.7 E-mails
7.8 Messaging
7.9 Other
8 Europe Call Center Platforms Market, By Deployment Model
8.1 Overview
8.2 Cloud
8.3 On-premise
8.4 Hybrid
9 Europe Call Center Platforms Market, By Organization Size
9.1 Overview
9.2 Large Organization
9.3 Small & Medium Organization
10 Europe Call Center Platforms Market, By Industry
10.1 Overview
10.2 It And Telecommunication
10.2.1 Software
10.2.2 Service
10.3 Banking, Financial Service And Insurance
10.3.1 Software
10.3.2 Service
10.4 Retail
10.4.1 Software
10.4.2 Service
10.5 Healthcare
10.5.1 Software
10.5.2 Service
10.6 Government
10.6.1 Software
10.6.2 Service
10.7 Travel & Hospitality
10.7.1 Software
10.7.2 Service
10.8 Transport & Logistics
10.8.1 Software
10.8.2 Service
10.9 Media & Entertainment
10.9.1 Software
10.9.2 Service
10.10 Education
10.10.1 Software
10.10.2 Service
10.11 Manufacturing
10.11.1 Software
10.11.2 Service
10.12 Energy & Utilities
10.12.1 Software
10.12.2 Service
10.13 Others
11 Europe Call Center Platforms Market, By Geography
11.1 Europe
11.1.1 Germany
11.1.2 U.K.
11.1.3 France
11.1.4 Italy
11.1.5 Spain
11.1.6 Netherlands
11.1.7 Switzerland
11.1.8 Russia
11.1.9 Belgium
11.1.10 Turkey
11.1.11 Rest Of Europe
12 Europe Call Center Platforms Market, Company Landscape
12.1 Company Share Analysis: Europe
13 Company Profile
13.1 Ibm Corporation
13.1.1 Company Snapshot
13.1.2 Revenue Analysis
13.1.3 Company Share Analysis
13.1.4 Solution Portfolio
13.1.5 Recent Developments
13.2 Genesys
13.2.1 Company Snapshot
13.2.2 Company Share Analysis
13.2.3 Software Portfolio
13.2.4 Recent Development
13.3 Five9, Inc.
13.3.1 Company Snapshot
13.3.2 Product Analysis
13.3.3 Company Share Analysis
13.3.4 Product Portfolio
13.3.5 Recent Development
13.4 Nice Incontact
13.4.1 Company Snapshot
13.4.2 Company Share Analysis
13.4.3 Solution Portfolio
13.4.4 Recent Development
13.5 Cisco Systems, Inc.
13.5.1 Company Snapshot
13.5.2 Product Analysis
13.5.3 Company Share Analysis
13.5.4 Product Portfolio
13.5.5 Recent Development
13.6 Aavaz
13.6.1 Company Snapshot
13.6.2 Product Portfolio
13.6.3 Recent Development
13.7 Amazon Web Service, Inc.
13.7.1 Company Snapshot
13.7.2 Service Portfolio
13.7.3 Recent Development
13.8 Ameyo
13.8.1 Company Snapshot
13.8.2 Solution Portfolio
13.8.3 Recent Development
13.9 Aspect Software, Inc.
13.9.1 Company Snapshot
13.9.2 Product Portfolio
13.9.3 Recent Development
13.10 Avaya Inc.
13.10.1 Company Snapshot
13.10.2 Product Analysis
13.10.3 Product Portfolio
13.10.4 Recent Development
13.11 Creative Virtual Ltd.
13.11.1 Company Snapshot
13.11.2 Solution Portfolio
13.11.3 Recent Development
13.12 Dialpad, Inc
13.12.1 Company Snapshot
13.12.2 Product Portfolio
13.12.3 Recent Development
13.13 Dixa
13.13.1 Company Snapshot
13.13.2 Solution Portfolio
13.13.3 Recent Development
13.14 Mitel Networks Corp
13.14.1 Company Snapshot
13.14.2 Product Portfolio
13.14.3 Recent Development
13.15 Nuance Communications, Inc.
13.15.1 Company Snapshot
13.15.2 Revenue Analysis
13.15.3 Solution Portfolio
13.15.4 Recent Development
13.16 0racle
13.16.1 Company Snapshot
13.16.2 Revenue Analysis
13.16.3 Service Portfolio
13.16.4 Recent Developments
13.17 Sap Se
13.17.1 Company Snapshot
13.17.2 Revenue Analysis
13.17.3 Product Portfolio
13.17.4 Recent Development
13.18 Talkdesk, Inc.
13.18.1 Company Snapshot
13.18.2 Product Portfolio
13.18.3 Recent Developments
13.19 Vicihost
13.19.1 Company Snapshot
13.19.2 Solution Portfolio
13.19.3 Recent Development
13.20 Zendesk
13.20.1 Company Snapshot
13.20.2 Product Analysis
13.20.3 Product Portfolio
13.20.4 Recent Development
13.21 8x8, Inc
13.21.1 Company Snapshot
13.21.2 Product Analysis
13.21.3 Solution Portfolio
13.21.4 Recent Development
14 Swot & Dbmr Analysis
14.1 Swot Analysis
14.2 Data Bridge Market Research (Dbmr) Analysis
15 Conclusion
16 Questionnaire
17 Related Reports

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