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EMEA Contact Centre Market

Product Type: Market Research Report
Published by: Frost & Sullivan
Published: March 2005
Product Code: R1-3106
Description

Geographic Shifts within EMEA Contact Centre Market Impact Market Dynamics

Important geographical changes taking place in the contact centre market in Europe, the Middle East and Africa (EMEA) are altering the dynamics of this market. With these changes, certain locations in Central and Eastern Europe as well as the Middle East and Africa are emerging as attractive markets due to their many advantages - low-cost labour, affordable real estate and a multi-lingual workforce. Eastern Europe, in particular, is expected to witness higher growth rates as the increasing outsourcing trend brings new business. This could help offset the saturation in Western Europe in terms of growth in agent positions. While traditional contact centres are witnessing falling growth rates, informal contact centres show great promise. New opportunities are also emerging in the small enterprise segment, particularly in the sub-60 segment.

This Frost & Sullivan research service provides a comprehensive analysis of the contact centre market in the EMEA region. It studies the changing market dynamics and identifies growth opportunities with a special focus on the emerging potential of IP and multi-channel contact centres. It also includes detailed market metrics of total installed base and total agent positions as well as growth forecasts for the same.

Increased Demand for Multimedia Changes Size and Scope of Contact Centres

The contact centre market is always looking for new modes of communication that leverage the convergence of media. Multi-channel applications are experiencing increasing demand and are likely to see stronger adoption in traditional contact centres during the forecast period (2005-2009). While e-mail applications have been on an upward growth curve in mature markets such as Western Europe, other channels of communication such as Web chat are also gaining traction.

"Frost & Sullivan expects multi-channel contact centre applications to account for 20 percent of the total shipments by 2009," says the analyst of this research service. "With the growth of multi-channel communication, IP contact centres are also likely to proliferate."

Replacement Market to Spur Growth

Enterprises in EMEA are gradually increasing their spending on telecom infrastructure, creating significant opportunities for the contact centre industry. Increased capital expenditure (CAPEX) across many verticals is expected to boost demand in the short term. "Many systems that were either installed or upgraded during Y2K are now coming of age," notes the analyst. "This is generating a huge demand through the need for replacement." During this replacement cycle, Frost & Sullivan believes that IP is likely to find strong adoption.
Table of Contents

1. EMEA Contact Centre Market

        1. Executive Summary

                1. Executive Summary

        2. Industry Overview

                1. Scope of Study and Methodology

                2. Definitions

                3. TDM based Architecture

                4. Service Delivery Models

                5. Growth Rate by Country in EMEA

                6. Market Trends

                7. Distribution Trends

        3. Market Analysis

                1. Market Engineering Measurements

                2. Drivers and Restraints

                3. Growth Analysis

                4. Segment Analysis

                5. Vertical Analysis

                6. Multi-Channel Contact Centre Growth

        4. IP Contact Centre

                1. Definitions

                2. ACD Deployment Architecture

                3. Market Snapshot (Market Engineering Measurements)

                4. Market Lifecycle

                5. Industry Challenges

                6. Market Drivers

                7. Market Restraints

                8. Market Trends

                9. Demand Analysis

                10. Comparison of Standards

                11. Technological Trends

                12. Revenue and Shipment Forecast

                13. Selected Products

                14. Competitive Structure

                15. Price Analysis

        5. Competition Analysis

                1. Market Share Analysis: EMEA

                2. Market Share Analysis: Western Europe

                3. Market Share Analysis: Eastern Europe

                4. Market Share Analysis: Middle East and Africa

        6. Vendor Profiles

                1. Vendor Profiles

        7. Geographic Analysis

                1. Market Snapshot: France

                2. Market Snapshot: Germany

                3. Market Snapshot: Italy

                4. Market Snapshot: Spain

                5. Market Snapshot: United Kingdom

                6. Market Snapshot: Benelux

                7. Market Snapshot: Scandinavia

                8. Market Snapshot: Eastern Europe

                9. Market Snapshot: Rest of Europe

                10. Market Snapshot: Middle East and Africa

        8. Conclusions and Recommendations

                1. Conclusions and Recommendations

        9. Frost & Sullivan Awards

                1. Awards Overview

                2. Frost & Sullivan Acquisition of the Year Award

                3. Frost & Sullivan Brand Development Strategy Award

                4. Frost & Sullivan Product Development Leadership Award

                5. Frost & Sullivan Market Penetration Excellence Award

                6. Frost & Sullivan Product Line Leadership Award

        10. List of Acronyms

                1. List of Acronyms







   List Of Figures



  • Contact Centre Market (EMEA): Revenue Forecast, 2004-2009

  • Migration Strategies: TDM to IP

  • TDM-based ACD Architecture

  • Contact Centre Market: Service Delivery Models

  • Contact Centre Market: Maturity Level by Country

  • Contact Centre Market: Market Trends

  • Contact Centre Market: Distribution Network

  • Contact Centre Market: Market Engineering Measurements (EMEA), 2004

  • Contact Centre: Market Size Forecast (EMEA), 2004-2009

  • Contact Centre Market: Revenue and Shipment Forecast (EMEA), 2004-2009

  • Contact Centre Market: Forecast by Market Segment (EMEA), 2004-2009

  • Contact Centre Market: Vertical-wise Breakdown (EMEA), 2004

  • Contact Centre Market: Multi-channel Market Size Forecast (EMEA), 2004-2009

  • ACD Architecture: Hybrid TDM and IP ACD Deployment

  • ACD Architecture - IP-based ACD Deployment

  • IP Contact Centre: Market Engineering Measurements (EMEA), 2004

  • IP Contact Centre: Market Size Forecast (EMEA), 2004-2009

  • IP Contact Centre Life Cycle

  • IP Contact Centre: Market Trends (EMEA)

  • IP Contact Centre: Demand Analysis (EMEA)

  • Comparison of Standards (SIP, H.323, MGCP, H.248/Megaco, Proprietary)

  • IP Contact Centre: Technological Trends

  • IP Contact Centre: Revenue and Shipment Forecast (EMEA), 2004-2009

  • IP Contact Centre: Selected Products

  • IP Contact Centre: Competitive Structure

  • IP Contact Centre: Price Analysis

  • ACD Revenues: Market Share Analysis (EMEA), 2004

  • ACD Shipments: Market Share Analysis (EMEA), 2004

  • ACD Revenues: Market Share Analysis (Western Europe), 2004

  • ACD Shipments: Market Share Analysis (Western Europe), 2004

  • ACD Revenues: Market Share Analysis (Eastern Europe) 2004

  • ACD Shipments: Market Share Analysis (Eastern Europe), 2004

  • ACD Revenues: Market Share Analysis (Middle East and Africa), 2004

  • ACD Shipments: Market Share Analysis (Middle East and Africa), 2004

  • Contact Centre Market (France): Market Engineering Measurements, 2004

  • Contact Centre Market (France): Market Size Forecast (Total Market, IP Contact Centre, Multi-channel Contact Centre), 2004-2009

  • Contact Centre Market (France): ACD Shipment and Revenue Forecast, 2004-2009

  • Contact Centre Market (Germany): Market Engineering Measurements, 2004

  • Contact Centre Market (Germany): Market Size Forecast (Total Market, IP Contact Centre, Multi-channel Contact Centre), 2004-2009

  • Contact Centre Market (Germany): ACD Shipment and Revenue Forecast, 2004-2009

  • Contact Centre Market (Italy): Market Engineering Measurements, 2004

  • Contact Centre Market (Italy): Market Size Forecast (Total Market, IP Contact Centre, Multi-channel Contact Centre), 2004-2009

  • Contact Centre Market (Italy): ACD Shipment and Revenue Forecast, 2004-2009

  • Contact Centre Market (Spain): Market Engineering Measurements, 2004

  • Contact Centre Market (Spain): Market Size Forecast (Total Market, IP Contact Centre, Multi-channel Contact Centre), 2004-2009

  • Contact Centre Market (Spain): ACD Shipment and Revenue Forecast, 2004-2009

  • Contact Centre Market (United Kingdom): Market Engineering Measurements, 2004

  • Contact Centre Market (United Kingdom): Market Size Forecast (Total Market, IP Contact Centre, Multi-channel Contact Centre), 2004-2009

  • Contact Centre Market (United Kingdom): ACD Shipment and Revenue Forecast, 2004-2009

  • Contact Centre Market (Benelux): Market Engineering Measurements, 2004

  • Contact Centre Market (Benelux): Market Size Forecast (Total Market, IP Contact Centre, Multi-channel Contact Centre), 2004-2009

  • Contact Centre Market (Benelux): ACD Shipment and Revenue Forecast, 2004-2009

  • Contact Centre Market (Scandinavia): Market Engineering Measurements, 2004

  • Contact Centre Market (Scandinavia): Market Size Forecast (Total Market, IP Contact Centre, Multi-channel Contact Centre), 2004-2009

  • Contact Centre Market (Scandinavia): ACD Shipment and Revenue Forecast, 2004-2009

  • Contact Centre Market (Eastern Europe): Market Engineering Measurements, 2004

  • Contact Centre Market (Eastern Europe): Market Size Forecast (Total Market, IP Contact Centre, Multi-channel Contact Centre), 2004-2009

  • Contact Centre Market (Eastern Europe): ACD Shipment and Revenue Forecast, 2004-2009

  • Contact Centre Market (Rest of Europe): Market Engineering Measurements, 2004

  • Contact Centre Market (Rest of Europe): Market Size Forecast (Total Market, IP Contact Centre, Multi-channel Contact Centre), 2004-2009

  • Contact Centre Market (Rest of Europe): ACD Shipment and Revenue Forecast, 2004-2009

  • Contact Centre Market (Middle East and Africa): Market Engineering Measurements, 2004

  • Contact Centre Market (Middle East and Africa): Market Size Forecast (Total Market, IP Contact Centre, Multi-channel Contact Centre), 2004-2009

  • Contact Centre Market (Middle East and Africa): ACD Shipment and Revenue Forecast, 2004-2009

  • Contact Centre Market: Recommendations
    • Ordering and More Information
    Price and Delivery Options


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