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Europe Contact Center Software Market Size, Share & Trends Analysis Report By Enterprise Size, By Services, By Deployment, By End Use, By Solution, By Country and Growth Forecast, 2024 - 2031

Publisher Knowledge Based Value (KBV) Research
Published Apr 02, 2025
Length 173 Pages
SKU # KBV19948176

Description

The Europe Contact Center Software Market would witness market growth of 23.1% CAGR during the forecast period (2024-2031).

The Germany market dominated the Europe Contact Center Software Market by Country in 2023, and would continue to be a dominant market till 2031; thereby, achieving a market value of $11,251.6 million by 2031. The UK market is exhibiting a CAGR of 22.1% during (2024 - 2031). Additionally, The France market would experience a CAGR of 24.1% during (2024 - 2031).

Automation is another critical use, reducing the burden of repetitive tasks. AI-powered chatbots can handle routine inquiries like order status updates, allowing agents to focus on complex issues requiring empathy and problem-solving. Workforce engagement tools also optimize agent schedules, reduce burnout, and improve retention—an important consideration in an industry prone to high turnover. Integration with CRM systems and other enterprise applications ensures a seamless flow of information, enhancing operational efficiency.

Additionally, these uses collectively transform contact centers into strategic hubs that drive revenue, improve service quality, and strengthen customer relationships. Several trends shape the market, reflecting evolving business and customer needs. The rise of AI and automation is a dominant force, revolutionizing how interactions are managed. Conversational AI, such as virtual agents delivering natural, context-aware responses, is becoming increasingly common.

The UK’s digital sector housed 200,600 businesses in March 2023, accounting for 7.4% of all registered businesses in the country. The telecom sector comprised 7,855 businesses, making up 3.9% of the digital sector. This expansion contributes to the increasing demand for advanced contact center solutions, particularly cloud-based communication platforms and AI-powered customer engagement tools. The telecom sector’s growth further drives innovations in VoIP-based customer support, real-time voice analytics, and AI-driven virtual assistants. As more businesses integrate digital solutions, there is a rising need for contact center software that enables seamless, data-driven, and personalized customer interactions. Thus, the rapid digital transformation across Europe and the UK is accelerating the demand for next generation contact center solutions.

Based on Enterprise Size, the market is segmented into Large Enterprise and Small & Medium Enterprise. Based on Services, the market is segmented into Integration & Deployment, Support & Maintenance, Training & Consulting, Managed Services, and Other Services. Based on Deployment, the market is segmented into On-Premise and Hosted. Based on End Use, the market is segmented into IT & Telecom, BFSI, Government, Healthcare, Travel & Hospitality, Consumer Goods & Retail, and Other End Use. Based on Solution, the market is segmented into Interactive Voice Responses (IVR), Automatic Call Distribution (ACD), Reporting & Analytics, Computer Telephony Integration (CTI), Workforce Optimization, Call Recording, Dialer, and Customer Collaboration & Other. Based on countries, the market is segmented into Germany, UK, France, Russia, Spain, Italy, and Rest of Europe.

List of Key Companies Profiled
  • Amazon Web Services, Inc. (Amazon.com, Inc.)
  • Cisco Systems, Inc.
  • Avaya, Inc. (Avaya Holdings Corp.)
  • Microsoft Corporation
  • IBM Corporation
  • NEC Corporation
  • SAP SE
  • Twilio, Inc.
  • Salesforce, Inc.
  • UiPath, Inc.
Europe Contact Center Software Market Report Segmentation

By Enterprise Size
  • Large Enterprise
  • Small & Medium Enterprise
By Services
  • Integration & Deployment
  • Support & Maintenance
  • Training & Consulting
  • Managed Services
  • Other Services
By Deployment
  • On-Premise
  • Hosted
By End Use
  • IT & Telecom
  • BFSI
  • Government
  • Healthcare
  • Travel & Hospitality
  • Consumer Goods & Retail
  • Other End Use
By Solution
  • Interactive Voice Responses (IVR)
  • Automatic Call Distribution (ACD)
  • Reporting & Analytics
  • Computer Telephony Integration (CTI)
  • Workforce Optimization
  • Call Recording
  • Dialer
  • Customer Collaboration & Other
By Country
  • Germany
  • UK
  • France
  • Russia
  • Spain
  • Italy
  • Rest of Europe

Table of Contents

173 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 Software Market, by Enterprise Size
1.4.2 Europe Contact Center Software Market, by Services
1.4.3 Europe Contact Center Software Market, by Deployment
1.4.4 Europe Contact Center Software Market, by End Use
1.4.5 Europe Contact Center Software Market, by Solution
1.4.6 Europe Contact Center Software 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 Strategies Deployed in Contact Center Software Market.
4.3 Porter Five Forces Analysis
Chapter 5. Europe Contact Center Software Market by Enterprise Size
5.1 Europe Large Enterprise Market by Country
5.2 Europe Small & Medium Enterprise Market by Country
Chapter 6. Europe Contact Center Software Market by Services
6.1 Europe Integration & Deployment Market by Country
6.2 Europe Support & Maintenance Market by Country
6.3 Europe Training & Consulting Market by Country
6.4 Europe Managed Services Market by Country
6.5 Europe Other Services Market by Country
Chapter 7. Europe Contact Center Software Market by Deployment
7.1 Europe On-Premise Market by Country
7.2 Europe Hosted Market by Country
Chapter 8. Europe Contact Center Software Market by End Use
8.1 Europe IT & Telecom Market by Country
8.2 Europe BFSI Market by Country
8.3 Europe Government Market by Country
8.4 Europe Healthcare Market by Country
8.5 Europe Travel & Hospitality Market by Country
8.6 Europe Consumer Goods & Retail Market by Country
8.7 Europe Other End Use Market by Country
Chapter 9. Europe Contact Center Software Market by Solution
9.1 Europe Interactive Voice Responses (IVR) Market by Country
9.2 Europe Automatic Call Distribution (ACD) Market by Country
9.3 Europe Reporting & Analytics Market by Country
9.4 Europe Computer Telephony Integration (CTI) Market by Country
9.5 Europe Workforce Optimization Market by Country
9.6 Europe Call Recording Market by Country
9.7 Europe Dialer Market by Country
9.8 Europe Customer Collaboration & Other Market by Country
Chapter 10. Europe Contact Center Software Market by Country
10.1 Germany Contact Center Software Market
10.1.1 Germany Contact Center Software Market by Enterprise Size
10.1.2 Germany Contact Center Software Market by Services
10.1.3 Germany Contact Center Software Market by Deployment
10.1.4 Germany Contact Center Software Market by End Use
10.1.5 Germany Contact Center Software Market by Solution
10.2 UK Contact Center Software Market
10.2.1 UK Contact Center Software Market by Enterprise Size
10.2.2 UK Contact Center Software Market by Services
10.2.3 UK Contact Center Software Market by Deployment
10.2.4 UK Contact Center Software Market by End Use
10.2.5 UK Contact Center Software Market by Solution
10.3 France Contact Center Software Market
10.3.1 France Contact Center Software Market by Enterprise Size
10.3.2 France Contact Center Software Market by Services
10.3.3 France Contact Center Software Market by Deployment
10.3.4 France Contact Center Software Market by End Use
10.3.5 France Contact Center Software Market by Solution
10.4 Russia Contact Center Software Market
10.4.1 Russia Contact Center Software Market by Enterprise Size
10.4.2 Russia Contact Center Software Market by Services
10.4.3 Russia Contact Center Software Market by Deployment
10.4.4 Russia Contact Center Software Market by End Use
10.4.5 Russia Contact Center Software Market by Solution
10.5 Spain Contact Center Software Market
10.5.1 Spain Contact Center Software Market by Enterprise Size
10.5.2 Spain Contact Center Software Market by Services
10.5.3 Spain Contact Center Software Market by Deployment
10.5.4 Spain Contact Center Software Market by End Use
10.5.5 Spain Contact Center Software Market by Solution
10.6 Italy Contact Center Software Market
10.6.1 Italy Contact Center Software Market by Enterprise Size
10.6.2 Italy Contact Center Software Market by Services
10.6.3 Italy Contact Center Software Market by Deployment
10.6.4 Italy Contact Center Software Market by End Use
10.6.5 Italy Contact Center Software Market by Solution
10.7 Rest of Europe Contact Center Software Market
10.7.1 Rest of Europe Contact Center Software Market by Enterprise Size
10.7.2 Rest of Europe Contact Center Software Market by Services
10.7.3 Rest of Europe Contact Center Software Market by Deployment
10.7.4 Rest of Europe Contact Center Software Market by End Use
10.7.5 Rest of Europe Contact Center Software Market by Solution
Chapter 11. Company Profiles
11.1 Amazon Web Services, Inc. (Amazon.com, Inc.)
11.1.1 Company Overview
11.1.2 Financial Analysis
11.1.3 Segmental and Regional Analysis
11.1.4 Recent strategies and developments:
11.1.4.1 Partnerships, Collaborations, and Agreements:
11.1.4.2 Product Launches and Product Expansions:
11.1.5 SWOT Analysis
11.2 Cisco Systems, Inc.
11.2.1 Company Overview
11.2.2 Financial Analysis
11.2.3 Regional Analysis
11.2.4 Research & Development Expense
11.2.5 Recent strategies and developments:
11.2.5.1 Product Launches and Product Expansions:
11.2.5.2 Acquisition and Mergers:
11.2.6 SWOT Analysis
11.3 Avaya, Inc. (Avaya Holdings Corp.)
11.3.1 Company Overview
11.3.2 Recent strategies and developments:
11.3.2.1 Partnerships, Collaborations, and Agreements:
11.3.2.2 Acquisition and Mergers:
11.3.3 SWOT Analysis
11.4 Microsoft Corporation
11.4.1 Company Overview
11.4.2 Financial Analysis
11.4.3 Segmental and Regional Analysis
11.4.4 Research & Development Expenses
11.4.5 Recent strategies and developments:
11.4.5.1 Product Launches and Product Expansions:
11.4.5.2 Acquisition and Mergers:
11.4.6 SWOT Analysis
11.5 IBM Corporation
11.5.1 Company Overview
11.5.2 Financial Analysis
11.5.3 Regional & Segmental Analysis
11.5.4 Research & Development Expenses
11.5.5 Recent strategies and developments:
11.5.5.1 Partnerships, Collaborations, and Agreements:
11.5.6 SWOT Analysis
11.6 NEC Corporation
11.6.1 Company Overview
11.6.2 Financial Analysis
11.6.3 Segmental and Regional Analysis
11.6.4 Research & Development Expenses
11.6.5 Recent strategies and developments:
11.6.5.1 Product Launches and Product Expansions:
11.6.6 SWOT Analysis
11.7 SAP SE
11.7.1 Company Overview
11.7.2 Financial Analysis
11.7.3 Regional Analysis
11.7.4 Research & Development Expense
11.7.5 SWOT Analysis
11.8 Twilio, Inc.
11.8.1 Company Overview
11.8.2 Financial Analysis
11.8.3 Segment & Regional Analysis
11.8.4 Research & Development Expense
11.8.5 SWOT Analysis
11.9 Salesforce, Inc.
11.9.1 Company Overview
11.9.2 Financial Analysis
11.9.3 Regional Analysis
11.9.4 Research & Development Expenses
11.9.5 SWOT Analysis
11.10. UiPath, Inc.
11.10.1 Company Overview

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