Selling Contact Center Technolgy in Western Europe (Market Focus): Industry Research

Selling Contact Center Technolgy in Western Europe (Market Focus)

Published Date: June 2006

Published By: Datamonitor

Page Count: 19

Order Code: R313-14526

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Introduction
Western European countries are characterized as early adopters of contact center technologies. This has led analysts to view this region as saturated with very little room to move: Datamonitor predicts an agent position CAGR of just 3% from 2004 to 2009. But, Western Europe plays a dominant role in EMEA; it may be growing modestly, but it still represents the bulk of the region's technology spend.

Scope

There will be 3% agent position growth in the Western European contact center market.
$1.7 billion will be spent on contact center technologies in 2009.
Technology spend will be concentrated in specific areas.
Vendors need to become more business focused to successfully sell to Western Europe.

Highlights
Western European enterprises' customer's demands are becoming increasingly complex. While new and low-end contact centers will be attracted to basic solutions, more sophisticated services will gain attention at the high end.

There are two key factors which are driving this spend: operational efficiency and effectiveness. Mergers and acquisitions in Western Europe have increased in recent years. To avoid channel conflict and provide a consistent customer message, enterprises will be attracted to routing and integration technologies to utilize data on several systems.

Reasons to Purchase

Understand the main challenges and drivers to Western European contact center growth.
Understand how technological improvements can aid in the provisioning of contact center solutions.
Identify the opportunities for growth in a tightening market.

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