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European Contact Center Market Shares, 2022: Vendors Shaping 2022

Publisher IDC
Published Jun 19, 2023
Length 10 Pages
SKU # IDC18019095

Description

European Contact Center Market Shares, 2022: Vendors Shaping 2022


The IDC Market Share study examines the European contact center vendor landscape, looking at market competition and how players are differentiating their services through innovations. "Contact center is a very dynamic space that can ensure healthy revenue, but competition is fierce, and no vendor can remain complacent in the region," said Oru Mohiuddin, senior research manager, IDC European Unified Communications and Collaboration.

Please Note: Extended description available upon request.

Table of Contents

10 Pages
IDC Market Share Figure
Executive Summary
Advice for Technology Suppliers
Invest in AI and Automation
Develop Digital Channels and Create Seamless Experiences Throughout the Customer Journey
Enable Integration With CRMs, Third-Party Business Apps, and APIs
Develop Unified Platform for Seamless Customer Experience
Develop the Option for Workforce Engagement Management
Incorporate Robust Security Into Offerings
Target IT Departments and Lines of Business
Market Share
Who Shaped the Year
Genesys Leading the Regional Market
Avaya Focusing on CCaaS
Zendesk's Modern Customer Service Solution Driving its Market Share
NICE Gaining Share Albeit at a Slower Pace
Five9 Expanding Rapidly in Europe
Market Context
Significant Market Developments
AI/Automation a Key Priority for Contact Centers
Growing Reliance on Data Analytics and Reporting to Drive Performance
Digital Channels Gaining More Traction
Vendors Shifting to Platform-Based Solutions
CPaaS Complementing CCaaS to Drive Automation
Contact Centers Asking for Back-Office Integration
Methodology
Market DefINITION
Related Research

Pricing

Currency Rates
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