European Web Based Call Centre Markets

The rapid growth in electronic commerce within Europe and the continual increase in the use of customer relationship management tools with enterprises have created the need for traditional call centres to develop themselves into multimedia contact centres. European companies are following the lead of U.S. firms and have recognised the importance of integrating the enterprise web site with the call centre. This integration allows a web browsing consumer to interact in realtime with a customer service representative (CSR) via a number of different communication methods, including electronic mail, text chat, Internet telephony (VoIP), call back or call return and interactive web response.

This Frost & Sullivan report analyses the key drivers and restraints in the European web based call centre markets in the following segments: financial services, telecommunications, retail, travel and transport and utilities. It is the perfect resource for companies that want to take advantage of key market opportunities.

Vendors Should Lay Foundation Now in Birth Stage of Market

As Internet penetration and the use of e-commerce continues to increase throughout Europe, this provides huge opportunities for the numerous vendors of web enabled technologies. "Now is the most important period for those companies who wish to be long term players in the market," states the author of this report. "If vendors do not establish a presence in the market at this time, then they will be left behind by the end of the year."

The major trend within this market is the acquisition of many small vendors by the larger, more established manufacturers. The smaller vendors are trying to defend themselves from the established players and strengthen their position by developing strategic alliances. Retail Market to be Huge Currently, the financial services segment is the biggest market for sales of web enabled call centre software. By the end of the forecast period in 2006, the retail market will be the largest segment because of the predicted growth in consumer to business spending on the Internet. "All types of retailers are becoming aware that by web enabling their call centre they can ensure that the majority of sales are completed and that there is also a huge opportunity to cross and up sale their products," states the author.

This report can give companies a head start on other contenders by identifying up-and-coming market segment and guide them through the twist and turns this market will take.

• Introducing the Market Engineering Consulting Report
  
  
  
  • The Market Engineering System
    
  • Market Engineering Report Elements
    
  • Strategic Benefits of Market Engineering for Readers of This Report
    
  • Top Ten Benefits of a Market Engineering Consulting Report
    
  • A Word of Caution
    
  
  
• Executive Summary
  
  
  
  • Introduction to the European Web-Based Call Centre Market
    
  • Summary of Major Findings
    
  
  
• Industry Challenges and Research Methodology
  
  
  
  • Identification of Challenges Facing the European Web-Based Call Centre Market
    
  • Time Frame Analysis of Industry Challenges
    
  • Frost & Sullivan's 12-Step Market Engineering Research Methodology
    
  • Market Engineering Forecasting Methodology
    
  • Glossary of Terms
    
  
  
• Market Engineering Research for the Total European Call Centre Market
  
  
  
  • Forecasts of the Total Market
    
  
  
• Market Engineering Research for the Total European Web-Based Call Centre Market
  
  
  
  • Forecasts of the Total Market
    
  
  
• Market Engineering Research for the Finance Sector of the European Web-Based Call Centre Market
  
  
  
  • Market Overview
    
  
  
• Market Engineering Research for the Telecommunications Sector of the European Web-Based Call Centre Market
  
  
  
  • Market Overview
    
  
  
• Market Engineering Research for the Retail Sector of the European Web-Based Call Centre Market
  
  
  
  • Market Overview
    
  
  
• Market Engineering Research for the Travel and Transport Sector of the European Web-Based Call Centre Market
  
  
  
  • Market Overview
    
  
  
• Market Engineering Research for the Utilities Sector of the European Web-Based Call Centre Market
  
  
  
  • Market Overview
    
  
  
• Market Engineering Research for the Other End-Users of the European Web-Based Call Centre Market
  
  
  
  • Market Overview
    
  
  
• Market Engineering Strategy
  
  
  
  • What Is Market Engineering Strategy?
    
  • How to Improve the Market Engineering Strategy Development Process
    
  • Market Engineering Strategic Recommendations
    
  
  
• Market Engineering Planning in the European Web-Based Call Centre Industry
  
  
  
  • Integrating Market Engineering into the Business Planning Process
    
  • Using Market Engineering Planning to Support the Business Planning Process
    
  
  
• Implementation of Market Engineering
  
  
  
  • Introduction and Summary
    
  • How to Implement Market Engineering in a Company
    
  • How to Make the Most of This Market Engineering Report
    
  
  
• Market Engineering Monitoring of the Europan Web-Based Call Centre Industry
  
  
  
  • The Purpose of Market Engineering Monitoring
    
  • How to Design a Successful Monitoring Programme
    
  • Top Ten Critical Elements of a Market Engineering Programme in the Web-Based Call Centre Industry
    
  • Frost & Sullivan's Strategic Recommendations for Further Research
    
  
  
• Database of Key Industry Participants