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EMEA Contact Center Infrastructure and Software 2014–2018 Forecast and 2013 Vendor Shares

EMEA Contact Center Infrastructure and Software 2014–2018 Forecast and 2013 Vendor Shares

This IDC study examines the EMEA CCIS market for 2013, including a five-year growth forecast for 2014–2018 supported by a description of trends and forecast assumptions for the period. For EMEA, the subregions covered are Western Europe, Central and Eastern Europe (CEE), as well as Middle East and Africa (MEA).

"The contact center infrastructure and software market includes functionality that run on standards-based equipment or purpose-built systems such as PBX. The market has revived itself during the past three years, with vendors active in several acquisitions, divestments, and partnerships. The movement to the cloud is clear as investments in both hosted and cloud solutions are beginning to make global headway," said Jason Andersson, program director, IDC EMEA Telecom and Networking. "IDC expects 11.1% revenue growth in the EMEA CCIS market during the forecast period. Premises-based solutions have garnered the lion's share of attention in recent years, but enterprise evaluations, trials, and the adoption of hosted (single tenant) and cloud (multitenant) CCIS solutions will contribute significant growth predicted for the global market this year. Revenue growth will be driven by enterprises looking to retain capital, reduce costs, and improve customer experience, as well as by service providers refining their contact center strategies and product portfolios."

Please Note: Extended description available upon request.


IDC Opinion
In This Study
Methodology
Situation Overview
The Contact Center Infrastructure and Software Market in 2012 and 2013
Deployment Decisions
Vendor Revenue Shares
Future Outlook
Customer Experience and Service Design
Mobile Customer Care
Big Data and Business Analytics
Digital Multichannel Customer Services
Social Customer Service
No-Call Resolution, Private Social Networks, and Forums
Employee Networking
Forecast and Assumptions
EMEA Forecast
Market Context
Essential Guidance
Learn More
Related Research
Definitions
Contact Center
Interactive Voice Response
On-Premises Systems
Cloud Services
Cloud Deployment Models
Methodology
Synopsis
Table: EMEA Contact Center Infrastructure and Software Revenue Shares by Vendor, 2012 and 2013 ($M)
Table: EMEA Contact Center Infrastructure and Software Shares by Vendor, 2013(K Seats)
Table: Top 3 Assumptions for the EMEA Contact Center Infrastructure and Software Market, 2014–2018
Table: Key Forecast Assumptions for the EMEA Contact Center Infrastructure and Software Market, 2014–2018
Table: EMEA Contact Center Infrastructure and Software Forecast by Country, 2013–2018 ($M)
Table: Key Attributes of a Cloud Service
Figure: EMEA Contact Center Infrastructure and Software Revenue Shares by Region, 2012 and 2013
Figure: EMEA Contact Center Infrastructure and Software Revenue Shares by Segment, 2012 and 2013
Figure: EMEA Contact Center Infrastructure and Software Revenue Shares by Vendor, 2013
Figure: EMEA Contact Center Infrastructure and Software Seat Shares by Vendor, 2013
Figure: EMEA Contact Center Infrastructure and Software Forecast, 2014-2018
Figure: EMEA Contact Center Infrastructure and Software Forecast by Subregion
Figure: EMEA Contact Center Infrastructure and Software Market Shares by Subregion, 2013 and 2018

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