Europe Contact Center Market Shares, 2023: Vendors Who Shaped the Market
This IDC Market Share examines the European contact center vendor landscape, looking at market competition and how players are differentiating their services through innovation."The emergence of GenAI can change the structure of contact centers, requiring a rethinking of workloads, agent responsibilities, supervisory roles, and overall operations and management." — Research Director Oru Mohiuddin, European Unified Communications and Collaboration, IDC
IDC Market Share Figure
Executive Summary
Advice for Technology Suppliers
Facilitate GenAI Adoption
Focus on Developing AI-Related Services
Offer Unified Platform for Contact Centers
Target IT Departments in Addition to Lines of Business
Market Share
Who Shaped the Year
Market Context
Significant Market Developments
I. Contact Centers Expanding Beyond Traditional Operations
II. Brands Exploring GenAI Use Cases
III. Digital Channels Continue Gaining Traction
IV. Workforce Management Concept Is Changing
Methodology
Market Definition
Related Research
Research Assistance
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