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.
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