Contact Centers Offering Cloud or Hybrid Options Will Have the Edge over Competitors in the EMEA Market
The need for multi-channel customer care is necessitating adoption of cloud solutions, finds Frost & Sullivan
LONDON, Sept. 25, 2015 /PRNewswire/ -- Choosing a contact center solutions partner in Europe, Middle East and Africa (EMEA) has become complex owing to the presence of myriad contact center providers. Buyers will do their due diligence in assessing vendor capabilities irrespective of the deployment method. Beyond features and functionality, they will look at long-term financial viability, track record, product roadmaps, services and support before taking the plunge. As such, vendors will have stay ahead of the innovation curve to gain market share.
Logo - http://photos.prnewswire.com/prnh/20150924/270410LOGO
New analysis from Frost & Sullivan, 2015 EMEA Contact Center Systems Buyers Guide (https://www.frost.com/mb50), finds that consumer preference for self-education and self-help, coupled with the prolific way they broadcast thoughts, ideas, compliments and complaints about brands on social media, is forcing a sea change within the contact center industry. Vendors and end users alike are adapting to new interaction channels that provide richer self-service capabilities.
For complimentary access to more information on this research, please visit: http://corpcom.frost.com/forms/EU_PR_EGrabowska_MB50-76_09July15.
"Contact center systems suppliers in EMEA will need to expand more heavily into adjacent customer support areas such as omni-channel support, big data, and mobility," said Frost & Sullivan Information & Communication Technologies Principal Analyst Nancy Jamison. "Integrating disparate solutions will quicken the move to omni-channel customer care."
In the past few years, the slowly recovering global economy has affected buying decisions and held back investment in new systems and upgrades. The emergence of hosted and cloud services, which allow companies to reduce capital and operational expenditure on contact center solutions, is further affecting market revenues.
While contact center systems providers continue to produce compelling, feature-rich premise-based solutions, the spectre of the cloud will not go away. Hence, providers are bound to take an 'if you cannot beat them join them' attitude and answer with cloud-based options of their own.
"Over and above discussing roadmap plans for various trends, buyers should understand how contact center systems providers are addressing the cloud," concluded Jamison. "Whether it makes sense for a company to move all or part of their systems to the cloud, it is imperative for end users to understand its bearing on their infrastructure and business in the long run and make the right choice."
2015 EMEA Contact Center Systems Buyers Guide is a Market Insight that is part of the Contact Centers & CRM (http://www.contactcenter.frost.com) Growth Partnership Service program. This study provides analyst commentary on the most important market forces affecting contact center system sales. It also highlights top-performing contact center systems providers in EMEA along with a fundamental assessment of these providers and their capabilities.
About Frost & Sullivan
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.
Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.
- The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
- The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.
For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organisation prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Contact Us: Start the discussion
Join Us: Join our community
Subscribe: Newsletter on "the next big thing"
Register: Gain access to visionary innovation
2015 EMEA Contact Center Systems Buyers Guide
MB50-76
Contact:
Edyta Grabowska
Corporate Communications – Europe
P: +48 22 481 62 03
E: [email protected]
SOURCE Frost & Sullivan
Share this article