European Contact Center Market Shares, 2022: Vendors Shaping 2022
The IDC Market Share study examines the European contact center vendor landscape, looking at market competition and how players are differentiating their services through innovations. "Contact center is a very dynamic space that can ensure healthy revenue, but competition is fierce, and no vendor can remain complacent in the region," said Oru Mohiuddin, senior research manager, IDC European Unified Communications and Collaboration.
Please Note: Extended description available upon request.
- IDC Market Share Figure
- Executive Summary
- Advice for Technology Suppliers
- Invest in AI and Automation
- Develop Digital Channels and Create Seamless Experiences Throughout the Customer Journey
- Enable Integration With CRMs, Third-Party Business Apps, and APIs
- Develop Unified Platform for Seamless Customer Experience
- Develop the Option for Workforce Engagement Management
- Incorporate Robust Security Into Offerings
- Target IT Departments and Lines of Business
- Market Share
- Who Shaped the Year
- Genesys Leading the Regional Market
- Avaya Focusing on CCaaS
- Zendesk's Modern Customer Service Solution Driving its Market Share
- NICE Gaining Share Albeit at a Slower Pace
- Five9 Expanding Rapidly in Europe
- Market Context
- Significant Market Developments
- AI/Automation a Key Priority for Contact Centers
- Growing Reliance on Data Analytics and Reporting to Drive Performance
- Digital Channels Gaining More Traction
- Vendors Shifting to Platform-Based Solutions
- CPaaS Complementing CCaaS to Drive Automation
- Contact Centers Asking for Back-Office Integration
- Methodology
- Market DefINITION
- Related Research
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