European Contact Center Forecast, 2024–2028
This IDC Market Forecast examines the European contact center market, with breakdowns for cloud and on-premises applications and by key geography. It also outlines major market trends and provides recommendations for market players. The European contact center market is projected to grow significantly from 2023 to 2028, driven by the adoption of GenAI and other AI technologies. Key trends include the shift to cloud platforms, the rise of digital channels, and the importance of employee experience. Investments in GenAI, integrated IT stacks, and structured knowledge bases are becoming crucial. The market is also moving toward unified platform-based infrastructures and increased back-office integration, enhancing data aggregation and personalized customer interactions."Generative AI is set to revolutionize European contact centers, driving growth and transforming customer and employee experiences. However, some practical challenges need to be overcome," said Oru Mohiuddin, research director, European Unified Communications and Collaboration and Contact Centers.
IDC Market Forecast Figure
Executive Summary
Advice for Technology Suppliers
Facilitate the Adoption of GenAI
Focus on Developing Services Around AI
Offer a Unified Platform for Contact Centers
Target IT Departments Along with Lines of Business
Market Forecast
Market Context
Drivers and Inhibitors
Drivers
Growing Focus on Customer Experience
Increased Investment in AI
Inhibitors
Economic Adversity
Significant Market Developments
Contact Centers Are Extending Beyond Traditional Operations
Brands Are Exploring GenAI Use Cases
Digital Channels Continue to Gain Traction
Workforce Engagement Management Is Important for Overall Contact Center Goals
Changes from Prior Forecast
Market Definition
Methodology
Related Research
Research Assistance
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