EUROPE CONTACT CENTER SOFTWARE MARKET 2022-2028

According to Triton Market Research’s report, the contact center software market in Europe is expected to progress with a CAGR of 12.46% over the forecast period 2022-2028.

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The countries examined in the region comprise:

• The United Kingdom

• Germany

• France

• Spain

• Italy

• Rest of Europe

Germany secures the major shares in the contact center software market. The region has witnessed a rise in demand for cloud-based contact center solutions, which majorly supports the market’s growth. In this regard, the migration of small and medium businesses towards cloud-based solutions has created high demand for these solutions. Numerous advantages such as faster deployment, increased security, and greater flexibility are key factors influencing the adoption of cloud contact center solutions across companies. This has stimulated players to develop unified cloud contact center solutions.

In Germany, the growth in the customer service industry and integration of advanced technologies like AI, IoT, etc., are major factors driving the adoption of contact center software solutions. As per sources, the revenue of call centers in the country has surged significantly over the past few years. Such growth is anticipated to increase the adoption of contact center solutions. Besides this, several players are launching products to gain a competitive edge. For instance, Odigo launched its cloud-based contact center solutions. Thus, these factors are anticipated to drive the studied market’s development.

In the United Kingdom, the IT industry has observed tremendous growth. As per estimates, the industry is anticipated to obtain around $83.17 billion by the end of 2022. This growth in the IT sector is estimated to increase the adoption of new solutions, opening new avenues for the contact center software market.

Software solutions help organizations to communicate with customers and optimize inbound and outbound operations. In this regard, contact center software enables smooth interactions via numerous channels, including voice, video, live chats, mobile applications, and chatbots. The market’s growth is examined based on software & service, organization size, end-user, and delivery mode. The software & service segment is divided into software and services.

The well-known companies in the market consist of Unify Inc, Avaya Inc, 8X8 Inc, Genesys Telecommunications Laboratories Inc, Amazon Web Services Inc, and Enghouse Interactive Inc.

Unify Inc provides various services, including contact centers, unified communications, cloud services, business communications, and team collaboration solutions. It also offers clients with collaboration tools and managed services. The company was formed following a joint venture between the Gores Group and Siemens. Unify has operations across multiple regions, with headquarters located in Munich, Germany.

Key deliverables of the report:

· Market CAGR during the forecasting years 2022-2028

· Detailed data highlighting key insights, industry components, and market strategies

· Comprehensive information and estimation of the contact center software market revenue growth in Europe and its influence on the parent market

· In-depth study of forthcoming trends in consumer behavioral patterns

· A meticulous analysis of the competitive landscape, vendor scorecard, and Porter’s Five Forces

· A wide-ranging study of factors that will challenge the Europe contact center software market’s growth during the upcoming years

Want to get specific insights? Our team of analysts can customize this report based on your preferences. Connect with us here.

Major Players in the Market

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Table of Content

1. EUROPE CONTACT CENTER SOFTWARE MARKET - SUMMARY

2. INDUSTRY OUTLOOK

2.1. IMPACT OF COVID-19 ON THE CONTACT CENTER SOFTWARE MARKET

2.2. KEY INSIGHTS

2.2.1. INCREASING NEED TO ENHANCE CUSTOMER EXPERIENCE

2.2.2. RAPID ADVANCEMENTS IN CUSTOMER RELATIONSHIP MANAGEMENT

2.3. PORTER’S FIVE FORCES ANALYSIS

2.3.1. THREAT OF NEW ENTRANTS

2.3.2. THREAT OF SUBSTITUTES

2.3.3. BARGAINING POWER OF BUYERS

2.3.4. BARGAINING POWER OF SUPPLIERS

2.3.5. THREAT OF COMPETITIVE RIVALRY

2.4. KEY BUYING IMPACT ANALYSIS

2.4.1. FLEXIBILITY

2.4.2. SCALABILITY

2.4.3. EASE OF USE

2.4.4. DEPLOYMENT TIME

2.5. MARKET ATTRACTIVENESS INDEX

2.6. VENDOR SCORECARD

2.7. INDUSTRY COMPONENTS

2.8. REGULATORY FRAMEWORK

2.9. KEY MARKET STRATEGIES

2.9.1. ACQUISITIONS

2.9.2. PRODUCT LAUNCHES

2.9.3. CONTRACTS & AGREEMENTS

2.9.4. INVESTMENTS & EXPANSIONS

2.10. MARKET DRIVERS

2.10.1 INCREASING DEMAND FOR ADVANCED CONTACT CENTER TECHNOLOGIES

2.10.2 RISING PENETRATION OF SOCIAL MEDIA IN CONTACT CENTER OPERATIONS

2.10.3 CONTINUOUS AND RAPID TRANSITIONS TO CLOUD-BASED CONTACT CENTERS

2.11. MARKET CHALLENGES

2.11.1. CONCERNS REGARDING DATA SECURITY AND PRIVACY

2.11.2. HIGH INVESTMENT COSTS

2.12. MARKET OPPORTUNITIES

2.12.1. SURGE IN NEED FOR PERSONALIZED SERVICES

2.12.2. EMERGENCE OF ADVANCED TECHNOLOGIES

3. EUROPE CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY SOFTWARE & SERVICE

3.1. SOFTWARE

3.2. SERVICES

4. EUROPE CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY DELIVERY MODE

4.1. ON-PREMISE

4.2. CLOUD

5. EUROPE CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY ORGANIZATION SIZE

5.1. SMALL & MEDIUM ORGANIZATION

5.2. LARGE ORGANIZATIONS

6. EUROPE CONTACT CENTER SOFTWARE MARKET OUTLOOK - BY END-USER

6.1. BFSI

6.2. HEALTHCARE

6.3. RETAIL & E-COMMERCE

6.4. GOVERNMENT AND EDUCATION

6.5. IT AND TELECOM

6.6. TRAVEL & HOSPITALITY

7. EUROPE CONTACT CENTER SOFTWARE MARKET – COUNTRY OUTLOOK

7.1. UNITED KINGDOM

7.2. GERMANY

7.3. FRANCE

7.4. SPAIN

7.5. ITALY

7.6. REST OF EUROPE

8. COMPETITIVE LANDSCAPE

8.1. CISCO SYSTEMS INC

8.2. FIVE9 INC

8.3. GENESYS TELECOMMUNICATIONS LABORATORIES INC

8.4. AVAYA INC

8.5. 8X8 INC

8.6. AMAZON WEB SERVICES INC

8.7. ENGHOUSE INTERACTIVE INC

8.8. UNIFY INC

8.9. SAP SE

8.10. NEC

8.11. ASPECT SOFTWARE

8.12. ATOS

8.13. VONAGE

8.14. ZTE CORPORATION

8.15. NICE

8.16. LIFESIZE

8.17. TALKDESK

8.18. VOCALCOM

9. RESEARCH METHODOLOGY & SCOPE

9.1. RESEARCH SCOPE & DELIVERABLES

9.2. SOURCES OF DATA

9.3. RESEARCH METHODOLOGY

List of Tables

TABLE 1: EUROPE CONTACT CENTER SOFTWARE MARKET, BY COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)

TABLE 2: VENDOR SCORECARD

TABLE 3: REGULATORY FRAMEWORK

TABLE 4: ACQUISITIONS

TABLE 5: LIST OF PRODUCT LAUNCHES

TABLE 6: LIST OF CONTRACTS & AGREEMENTS

TABLE 7: LIST OF INVESTMENTS & EXPANSIONS

TABLE 8: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2022-2028 (IN $ MILLION)

TABLE 9: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2022-2028, (IN $ MILLION)

TABLE 10: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2022-2028 (IN $ MILLION)

TABLE 11: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2022-2028 (IN $ MILLION)

TABLE 12: EUROPE CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2022-2028 (IN $ MILLION)

List of Figures

FIGURE 1: KEY BUYING IMPACT ANALYSIS

FIGURE 2: MARKET ATTRACTIVENESS INDEX

FIGURE 3: INDUSTRY COMPONENTS

FIGURE 4: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY SOFTWARE & SERVICE, 2021 & 2028 (IN %)

FIGURE 5: EUROPE CONTACT CENTER SOFTWARE MARKET, BY SOFTWARE, 2022-2028 (IN $ MILLION)

FIGURE 6: EUROPE CONTACT CENTER SOFTWARE MARKET, BY SERVICES, 2022-2028 (IN $ MILLION)

FIGURE 7: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY DELIVERY MODE, 2021 & 2028 (IN %)

FIGURE 8: EUROPE CONTACT CENTER SOFTWARE MARKET, BY ON-PREMISE, 2022-2028 (IN $ MILLION)

FIGURE 9: EUROPE CONTACT CENTER SOFTWARE MARKET, BY CLOUD, 2022-2028 (IN $ MILLION)

FIGURE 10: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY ORGANIZATION SIZE, 2021 & 2028 (IN %)

FIGURE 11: EUROPE CONTACT CENTER SOFTWARE MARKET, BY SMALL & MEDIUM ORGANIZATION, 2022-2028 (IN $ MILLION)

FIGURE 12: EUROPE CONTACT CENTER SOFTWARE MARKET, BY LARGE ORGANIZATIONS, 2022-2028 (IN $ MILLION)

FIGURE 13: EUROPE CONTACT CENTER SOFTWARE MARKET, OUTLOOK BY END-USER, 2021 & 2028 (IN %)

FIGURE 14: EUROPE CONTACT CENTER SOFTWARE MARKET, BY BFSI, 2022-2028 (IN $ MILLION)

FIGURE 15: EUROPE CONTACT CENTER SOFTWARE MARKET, BY HEALTHCARE, 2022-2028 (IN $ MILLION)

FIGURE 16: EUROPE CONTACT CENTER SOFTWARE MARKET, BY RETAIL & E-COMMERCE, 2022-2028 (IN $ MILLION)

FIGURE 17: EUROPE CONTACT CENTER SOFTWARE MARKET, BY GOVERNMENT AND EDUCATION, 2022-2028 (IN $ MILLION)

FIGURE 18: EUROPE CONTACT CENTER SOFTWARE MARKET, BY IT AND TELECOM, 2022-2028 (IN $ MILLION)

FIGURE 19: EUROPE CONTACT CENTER SOFTWARE MARKET, BY TRAVEL & HOSPITALITY, 2022-2028 (IN $ MILLION)

FIGURE 20: EUROPE CONTACT CENTER SOFTWARE MARKET, COUNTRY OUTLOOK, 2021 & 2028 (IN %)

FIGURE 21: UNITED KINGDOM CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 22: GERMANY CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 23: FRANCE CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 24: SPAIN CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 25: ITALY CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)

FIGURE 26: REST OF EUROPE CONTACT CENTER SOFTWARE MARKET 2022-2028 (IN $ MILLION)