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Europe Contact Center Digitalization Market Size, Share & Trends Analysis Report By Offering (Solution, and Services), By Solution Type, By Services Type, By Deployment Mode, By Organization Size, By Vertical, By Country and Growth Forecast, 2024 - 2031

Publisher Knowledge Based Value (KBV) Research
Published Apr 30, 2024
Length 185 Pages
SKU # KBV18806008

Description

Europe Contact Center Digitalization Market Size, Share & Trends Analysis Report By Offering (Solution, and Services), By Solution Type, By Services Type, By Deployment Mode, By Organization Size, By Vertical, By Country and Growth Forecast, 2024 - 2031


The Europe Contact Center Digitalization Market would witness market growth of 14.1% CAGR during the forecast period (2024-2031).

The Germany market dominated the Europe Contact Center Digitalization Market by Country in 2023, and would continue to be a dominant market till 2031; thereby, achieving a market value of $4,235 million by 2031. The UK market is showcasing a CAGR of 13% during (2024 - 2031). Additionally, The France market would register a CAGR of 15% during (2024 - 2031).

The adoption of contact center digitalization has become increasingly prevalent across industries as businesses recognize the importance of delivering exceptional customer experiences and optimizing operational efficiency. For instance, customers today expect seamless and personalized interactions with businesses across various channels. It enables organizations to meet these expectations by offering omnichannel support, self-service options, and personalized engagement, enhancing customer satisfaction and loyalty.

Also, the adoption of cloud-based contact center solutions is rising due to their scalability, flexibility, and cost-effectiveness. Cloud-based platforms offer businesses the ability to deploy quickly and scale contact center operations, access advanced features and functionalities, and integrate with other business applications seamlessly. In addition, social media has become a critical channel for customer engagement and support. Contact centers are leveraging social media listening tools and analytics to monitor brand mentions, respond to customer inquiries, and proactively engage with customers on platforms like Facebook, Twitter, Instagram, and LinkedIn.

Digital transformation is a priority for Portuguese banks, and strong progress has been made. Internet banking users have increased from 38.1% in 2010 to 64.2% in 2021, and 69.9% of current accounts have online access. The number of payment cards issued totaled 21.2 million, and the number of online purchases represented 14.5% of card purchases compared to 7.5% in 2019. As the BFSI sector expands in Europe, there is a corresponding increase in customer expectations for seamless and personalized service. Contact center digitalization solutions enable BFSI organizations to meet these expectations by offering omnichannel support, AI-powered chatbots, and self-service options that enhance customer satisfaction and loyalty. Thus, the expansion of the BFSI sector in Europe promotes market growth.

Based on Offering, the market is segmented into Solution, and Services. Based on Solution Type, the market is segmented into Workforce Engagement, Omnichannel Communication, Customer Relationship Management (CRM) Integration, Artificial Intelligence (AI) & Natural Language Processing (NLP), Analytics & Reporting, Self-Service & Automation, and Others. Based on Services Type, the market is segmented into Integration & Deployment, Support & Maintenance, Training & Consulting, and Managed Services. Based on Deployment Mode, the market is segmented into On-premise, and Hosted. Based on Organization Size, the market is segmented into Large Enterprises, and Small & Medium Enterprises. Based on Vertical, the market is segmented into BFSI, Government, Energy & Utilities, Healthcare & Lifesciences, Travel & Hospitality, Manufacturing, Consumer Goods & Retail, Telecom & IT, and Others. Based on countries, the market is segmented into Germany, UK, France, Russia, Spain, Italy, and Rest of Europe.

List of Key Companies Profiled
  • Cisco Systems, Inc.
  • Amazon Web Services, Inc. (Amazon.com, Inc.)
  • Microsoft Corporation
  • TATA Consultancy Services Ltd.
  • Oracle Corporation
  • NICE Ltd.
  • RingCentral, Inc.
  • Zoho Corporation Pvt. Ltd.
  • Twilio, Inc.
  • Genesys Cloud Services, Inc.
Europe Contact Center Digitalization Market Report Segmentation

By Offering
  • Solution
  • Workforce Engagement
  • Omnichannel Communication
  • Customer Relationship Management (CRM) Integration
  • Artificial Intelligence (AI) & Natural Language Processing (NLP)
  • Analytics & Reporting
  • Self-Service & Automation
  • Others
  • Services
  • Integration & Deployment
  • Support & Maintenance
  • Training & Consulting
  • Managed Services
By Deployment Mode
  • On-premise
  • Hosted
By Organization Size
  • Large Enterprises
  • Small & Medium Enterprises
By Vertical
  • BFSI
  • Government
  • Energy & Utilities
  • Healthcare & Lifesciences
  • Travel & Hospitality
  • Manufacturing
  • Consumer Goods & Retail
  • Telecom & IT
  • Others
By Country
  • Germany
  • UK
  • France
  • Russia
  • Spain
  • Italy
  • Rest of Europe

Table of Contents

185 Pages
Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 Europe Contact Center Digitalization Market, by Offering
1.4.2 Europe Contact Center Digitalization Market, by Deployment Mode
1.4.3 Europe Contact Center Digitalization Market, by Organization Size
1.4.4 Europe Contact Center Digitalization Market, by Vertical
1.4.5 Europe Contact Center Digitalization Market, by Country
1.5 Methodology for the research
Chapter 2. Market at a Glance
2.1 Key Highlights
Chapter 3. Market Overview
3.1 Introduction
3.1.1 Overview
3.1.1.1 Market Composition and Scenario
3.2 Key Factors Impacting the Market
3.2.1 Market Drivers
3.2.2 Market Restraints
3.2.3 Market Opportunities
3.2.4 Market Challenges
Chapter 4. Competition Analysis - Global
4.1 Market Share Analysis, 2023
4.2 Recent Strategies Deployed in Contact Center Digitalization Market
4.3 Porter’s Five Forces Analysis
Chapter 5. Europe Contact Center Digitalization Market by Offering
5.1 Europe Solution Market by Country
5.2 Europe Contact Center Digitalization Market by Solution Type
5.2.1 Europe Workforce Engagement Market by Country
5.2.2 Europe Omnichannel Communication Market by Country
5.2.3 Europe Customer Relationship Management (CRM) Integration Market by Country
5.2.4 Europe Artificial Intelligence (AI) & Natural Language Processing (NLP) Market by Country
5.2.5 Europe Analytics & Reporting Market by Country
5.2.6 Europe Self-Service & Automation Market by Country
5.2.7 Europe Others Market by Country
5.3 Europe Services Market by Country
5.4 Europe Contact Center Digitalization Market by Services Type
5.4.1 Europe Integration & Deployment Market by Country
5.4.2 Europe Support & Maintenance Market by Country
5.4.3 Europe Training & Consulting Market by Country
5.4.4 Europe Managed Services Market by Country
Chapter 6. Europe Contact Center Digitalization Market by Deployment Mode
6.1 Europe On-premise Market by Country
6.2 Europe Hosted Market by Country
Chapter 7. Europe Contact Center Digitalization Market by Organization Size
7.1 Europe Large Enterprises Market by Country
7.2 Europe Small & Medium Enterprises Market by Country
Chapter 8. Europe Contact Center Digitalization Market by Vertical
8.1 Europe BFSI Market by Country
8.2 Europe Government Market by Country
8.3 Europe Energy & Utilities Market by Country
8.4 Europe Healthcare & Lifesciences Market by Country
8.5 Europe Travel & Hospitality Market by Country
8.6 Europe Manufacturing Market by Country
8.7 Europe Consumer Goods & Retail Market by Country
8.8 Europe Telecom & IT Market by Country
8.9 Europe Others Market by Country
Chapter 9. Europe Contact Center Digitalization Market by Country
9.1 Germany Contact Center Digitalization Market
9.1.1 Germany Contact Center Digitalization Market by Offering
9.1.1.1 Germany Contact Center Digitalization Market by Solution Type
9.1.1.2 Germany Contact Center Digitalization Market by Services Type
9.1.2 Germany Contact Center Digitalization Market by Deployment Mode
9.1.3 Germany Contact Center Digitalization Market by Organization Size
9.1.4 Germany Contact Center Digitalization Market by Vertical
9.2 UK Contact Center Digitalization Market
9.2.1 UK Contact Center Digitalization Market by Offering
9.2.1.1 UK Contact Center Digitalization Market by Solution Type
9.2.1.2 UK Contact Center Digitalization Market by Services Type
9.2.2 UK Contact Center Digitalization Market by Deployment Mode
9.2.3 UK Contact Center Digitalization Market by Organization Size
9.2.4 UK Contact Center Digitalization Market by Vertical
9.3 France Contact Center Digitalization Market
9.3.1 France Contact Center Digitalization Market by Offering
9.3.1.1 France Contact Center Digitalization Market by Solution Type
9.3.1.2 France Contact Center Digitalization Market by Services Type
9.3.2 France Contact Center Digitalization Market by Deployment Mode
9.3.3 France Contact Center Digitalization Market by Organization Size
9.3.4 France Contact Center Digitalization Market by Vertical
9.4 Russia Contact Center Digitalization Market
9.4.1 Russia Contact Center Digitalization Market by Offering
9.4.1.1 Russia Contact Center Digitalization Market by Solution Type
9.4.1.2 Russia Contact Center Digitalization Market by Services Type
9.4.2 Russia Contact Center Digitalization Market by Deployment Mode
9.4.3 Russia Contact Center Digitalization Market by Organization Size
9.4.4 Russia Contact Center Digitalization Market by Vertical
9.5 Spain Contact Center Digitalization Market
9.5.1 Spain Contact Center Digitalization Market by Offering
9.5.1.1 Spain Contact Center Digitalization Market by Solution Type
9.5.1.2 Spain Contact Center Digitalization Market by Services Type
9.5.2 Spain Contact Center Digitalization Market by Deployment Mode
9.5.3 Spain Contact Center Digitalization Market by Organization Size
9.5.4 Spain Contact Center Digitalization Market by Vertical
9.6 Italy Contact Center Digitalization Market
9.6.1 Italy Contact Center Digitalization Market by Offering
9.6.1.1 Italy Contact Center Digitalization Market by Solution Type
9.6.1.2 Italy Contact Center Digitalization Market by Services Type
9.6.2 Italy Contact Center Digitalization Market by Deployment Mode
9.6.3 Italy Contact Center Digitalization Market by Organization Size
9.6.4 Italy Contact Center Digitalization Market by Vertical
9.7 Rest of Europe Contact Center Digitalization Market
9.7.1 Rest of Europe Contact Center Digitalization Market by Offering
9.7.1.1 Rest of Europe Contact Center Digitalization Market by Solution Type
9.7.1.2 Rest of Europe Contact Center Digitalization Market by Services Type
9.7.2 Rest of Europe Contact Center Digitalization Market by Deployment Mode
9.7.3 Rest of Europe Contact Center Digitalization Market by Organization Size
9.7.4 Rest of Europe Contact Center Digitalization Market by Vertical
Chapter 10. Company Profiles
10.1 Cisco Systems, Inc.
10.1.1 Company Overview
10.1.2 Financial Analysis
10.1.3 Regional Analysis
10.1.4 Research & Development Expense
10.1.5 Recent strategies and developments:
10.1.5.1 Partnerships, Collaborations, and Agreements:
10.1.5.2 Acquisition and Mergers:
10.1.6 SWOT Analysis
10.2 Amazon Web Services, Inc. (Amazon.com, Inc.)
10.2.1 Company Overview
10.2.2 Financial Analysis
10.2.3 Segmental Analysis
10.2.4 SWOT Analysis
10.3 Microsoft Corporation
10.3.1 Company Overview
10.3.2 Financial Analysis
10.3.3 Segmental and Regional Analysis
10.3.4 Research & Development Expenses
10.3.5 Recent strategies and developments:
10.3.5.1 Partnerships, Collaborations, and Agreements:
10.3.5.2 Product Launches and Product Expansions:
10.3.6 SWOT Analysis
10.4 Tata Consultancy Services Ltd.
10.4.1 Company Overview
10.4.2 Financial Analysis
10.4.3 Segmental and Regional Analysis
10.4.4 Research & Development Expenses
10.4.5 Recent strategies and developments:
10.4.5.1 Partnerships, Collaborations, and Agreements:
10.4.6 SWOT Analysis
10.5 Oracle Corporation
10.5.1 Company Overview
10.5.2 Financial Analysis
10.5.3 Segmental and Regional Analysis
10.5.4 Research & Development Expense
10.5.5 SWOT Analysis
10.6 NICE Ltd.
10.6.1 Company Overview
10.6.2 Financial Analysis
10.6.3 Segmental and Regional Analysis
10.6.4 Research & Development Expenses
10.6.5 SWOT Analysis
10.7 RingCentral, Inc.
10.7.1 Company Overview
10.7.2 Financial Analysis
10.7.3 Regional Analysis
10.7.4 Research & Development Expenses
10.7.5 Recent strategies and developments:
10.7.5.1 Product Launches and Product Expansions:
10.7.6 SWOT Analysis
10.8 Zoho Corporation Pvt. Ltd.
10.8.1 Company Overview
10.8.2 Recent strategies and developments:
10.8.2.1 Product Launches and Product Expansions:
10.8.3 SWOT Analysis
10.9 Twilio, Inc.
10.9.1 Company Overview
10.9.2 Financial Analysis
10.9.3 Segment & Regional Analysis
10.9.4 Research & Development Expense
10.9.5 Recent strategies and developments:
10.9.5.1 Partnerships, Collaborations, and Agreements:
10.9.5.2 Product Launches and Product Expansions:
10.9.6 SWOT Analysis
10.10. Genesys Cloud Services, Inc.
10.10.1 Company Overview
10.10.2 Recent strategies and developments:
10.10.2.1 Product Launches and Product Expansions:
10.10.3 SWOT Analysis

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