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Frost & Sullivan: Increased Application Functionality Widens Scope of Contact Centre Systems in EMEA

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6 Pages
English

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Frost & Sullivan: Increased ApplicationFrost & Sullivan: Increased Application Functionality Widens Scope of Contact Centre Systems in EMEA PR Newswire LONDON, Dec. 5, 2013 - Vendors must continue to explore interaction channels to sustain a loyal client base Better application functionality and technology advancements are sustaining the contact centre systems market in Europe, the Middle East and Africa (EMEA). The United Kingdom represents the single largest country market with a 29 percent revenue share, while Africa and the Middle-East will be the fastest growing regions. New analysis from Frost & Sullivan (http://www.contactcenter.frost.com), EMEA Contact Centre Systems Market, finds that the market earned revenues of €694.2 million in 2012 and estimates this to reach €854.9 million in 2017 at a compound annual growth rate (CAGR) of 4 percent. The study covers inbound contact routing, interactive voice response and voice portal, outbound dialler, quality monitoring, workforce management, and contact centre analytics systems. Inbound contact routing systems will account for a majority of the market's share in EMEA, though the segment is expected to register a CAGR of just 2.8 percent during the 2012-2017 period. Contact centre analytics systems will be the fastest growing segment as companies like Verint spearhead campaigns to integrate speech analytics into the broader quality monitoring portfolio.

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Published 05 December 2013
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Language English

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Frost & Sullivan: Increased Application Functionality Widens Scope of Contact Centre Systems in EMEA

PR Newswire

- Vendors must continue to explore interaction channels to sustain a loyal client base

Better application functionality and technology advancements are sustaining the contact centre systems market in Europe, the Middle East and Africa (EMEA). The United Kingdom represents the single largest country market with a 29 percent revenue share, while Africa and the Middle-East will be the fastest growing regions.