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Frost & Sullivan: Need to Minimize Total Cost of Ownership Encourages Uptake of Hosted Contact Centre Solutions in EMEA

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Frost & Sullivan: Need to Minimize TotalFrost & Sullivan: Need to Minimize Total Cost of Ownership Encourages Uptake of Hosted Contact Centre Solutions in EMEA PR Newswire LONDON, Nov. 7, 2013 - Hosted agent performance optimization segment to witness the strongest growth Demand for hosted contact centre solutions in Europe, Middle East and Africa (EMEA) is on the rise. Companies seek to reduce the total ownership costs of their contact centre IT systems and divert spending from heavy capital to manageable operational expenditure. The economic slowdown also compels cash-starved small, medium and large organizations, particularly in Europe, to optimise contact centre IT costs and stay flexible to meet current and future needs. Apart from this, the decreasing deployment times of contact centre solutions will give a thrust to the market. New analysis from Frost & Sullivan (http://www.contactcenter.frost.com), EMEA Hosted Contact Centre Market, projects that the market will earn revenues of more than 1,066 billion EUR by 2017, from 644.3 million EUR in 2012. The study covers the hosted interactive voice response (IVR), hosted automatic call distributor (ACD), hosted customer chat, hosted outbound contact, and hosted agent performance optimization (APO) segments. While hosted IVR services currently constitute an overwhelming 45 percent of the market with a healthy compound annual growth rate of 7.8 percent for the 2012-2017 period, hosted APO will be the fastest growing segment.

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Published 07 November 2013
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Language English
Frost & Sullivan: Need to Minimize Total Cost of Ownership Encourages Uptake of Hosted Contact Centre Solutions in EMEA

PR Newswire

- Hosted agent performance optimization segment to witness the strongest growth

Demand for hosted contact centre solutions in Europe, Middle East and Africa (EMEA) is on the rise. Companies seek to reduce the total ownership costs of their contact centre IT systems and divert spending from heavy capital to manageable operational expenditure. The economic slowdown also compels cash-starved small, medium and large organizations, particularly in Europe, to optimise contact centre IT costs and stay flexible to meet current and future needs. Apart from this, the decreasing deployment times of contact centre solutions will give a thrust to the market.