EMEA Contact Center Systems Market, new analysis from Frost & Sullivan's Customer Contact Growth Partnership Service program, examines top suppliers in the EMEA contact center market and provides key drivers, restraints and forecasts through 2020. Segments covered include inbound contact center routing, outbound dialing, interactive voice response, quality monitoring, call recording, and analytics.
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To sustain a competitive advantage, providers need to steer their capabilities toward current opportunities by:
- Improving customer loyalty through omnichannel delivery and digital transformation strategies
- Uncovering business insights through omnichannel customer journey analytics
- Creating new experiences to foster deeper customer relationships
- Adding value to all stakeholders out of combined assets
"Strong demand and growth of hosted/cloud contact center solutions across EMEA, combined with weak macroeconomic conditions in the region, are the top reasons for declining on-premises product revenue," noted Jamison. "However, Eastern Europe, Russia, Middle East and Africa are expected to be growth regions for on-premises contact center systems."
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SOURCE Frost & Sullivan