Product Type: Market Research Report
Published by: Datamonitor
Published: June 2006
Product Code: R313-14526Description 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.
Table of Contents - DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- ANALYSIS
- There will be 3% agent position growth in the Western European contact center market
- Slow growth is a combination of factors
- Large saturated markets
- Tendency to 'near shore' or offshore
- $1.7 billion will be spent on contact center technologies in 2009
- How is the $1.7 billion being spent?
- The five key technological trends which are driving this spend
- Integration technologies will be in demand
- IP and routing technologies growth in Western European enterprises will also drive spending
- Workforce Optimization to deliver efficiency and promote effectiveness
- Outbound spending grows slowly as firm need to comply to legislation and take advantage of warm calling
- Other hot contact center technologies that will drive technology spending
- The growth in technology spend will be concentrated in specific markets
- Healthcare
- Utilities presents a steady stream of revenue
- Small Contact Centers are growing - take advantage to grow!
- Vendors need to become more business focused to successfully sell to Western Europe
- The high-end in Western Europe has specific business needs that have to be catered for
- For the low-end simplicity is key
- APPENDIX
- Definitions
- Agent position (AP)
- Contact center
- Western European
- Further reading
- Ask the analyst
- List of Tables
- Table 1: Western European Agent Positions (APs)
- Table 2: Western Europe will spend a quarter of total technology spend
- Table 3: Efficiency and effectiveness are the main drivers in the spending of WOTs technologies
- Table 4: Technology spend per vertical market ($m)
- Table 5: Western European APs and technology spending size band comparison
- Table 6: Comparison of North American and Western European Agent Positions split by location
- List of Figures
- Figure 1: Western Europe agent positions by region
- Figure 2: Offshore agents service Western Europe
- Figure 3: Western Europe technology spend ($m)
- Figure 4: Actual impact on self service
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