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Europe Contact Center Market Shares, 2023: Vendors Who Shaped the Market

Publisher IDC
Published Dec 10, 2024
Length 12 Pages
SKU # IDC19417058

Description

Europe Contact Center Market Shares, 2023: Vendors Who Shaped the Market


This IDC Market Share examines the European contact center vendor landscape, looking at market competition and how players are differentiating their services through innovation."The emergence of GenAI can change the structure of contact centers, requiring a rethinking of workloads, agent responsibilities, supervisory roles, and overall operations and management." — Research Director Oru Mohiuddin, European Unified Communications and Collaboration, IDC

Table of Contents

12 Pages

IDC Market Share Figure

Executive Summary

Advice for Technology Suppliers

Facilitate GenAI Adoption

Focus on Developing AI-Related Services

Offer Unified Platform for Contact Centers

Target IT Departments in Addition to Lines of Business

Market Share

Who Shaped the Year

Market Context

Significant Market Developments

I. Contact Centers Expanding Beyond Traditional Operations

II. Brands Exploring GenAI Use Cases

III. Digital Channels Continue Gaining Traction

IV. Workforce Management Concept Is Changing

Methodology

Market Definition

Related Research

Pricing

Currency Rates
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