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Jan. 21, 2021, 2:13 a.m. EST

Europe Contact Center as a Service Market - Company Profiles, Emerging Technologies, Trends, Industry Growth, Segments, Landscape and Demand by Forecast to 2027

List of Key Companies Profiled in the Europe Contact Center as a Service Market Report: Odigo SAS, Vocalcom Group., Puzzel AS, Five9, Inc., Dixa Services, Bright Pattern, Inc., Altitude Software, Genesys Telecommunications Laboratories, Inc., CONTENT GURU LIMITED, 8x8, Inc., Vonage Holdings Corp., inConcert Group, Enghouse Systems Limited, Diabolocom SAS, Aspect Software, Inc., Orange Business Services, NICE Ltd., Akio

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Jan 21, 2021 (The Expresswire) -- The Europe contact center as a service market size is projected to reach USD 2,249.0 million by 2027, exhibiting a CAGR of 16.4% during the forecast period. The establishment of stringent standards for the delivery of quality communication services in Europe will be a major growth driver for this market, states Fortune Business Insights™ in its report, titled “ Europe Contact Center as a Service Market Share , Size and COVID-19 Impact Analysis, By Function (Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration (CTI), Reporting and Analytics, Workforce Optimization, Customer Collaboration, and Others), By Organization Size (Small and Medium Enterprises and Large Enterprises), By Industry (BFSI, IT and Telecommunication, Government, Healthcare, Consumer Goods and Retail, Travel and Hospitality, Media and Entertainment, and Others), and Country Forecast, 2020-2027”. In order to address the growing customer dissatisfaction with companies’ customer support services, the European Standardization Institute (CEN) drew up the European Contact Center Standard (ECCS) in 2010.

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The ECCS laid down the guidelines and parameters that contact center service providers had to comply with and since its inception, the ECCS has toughened and gotten more watertight. For example, it measures contact centers on the basis of comprehensive Key Performance Indicators (KPIs) such as customer satisfaction and average handling time. Furthermore, the ECCS also monitors the quality of treatment received by customers by contact center agents. The increasing stringency of these regulations is forcing CCaaS providers to maintain high standards, which is fueling the Europe contact center as a service market growth.

The COVID-19 pandemic has caused unfathomable upheavals across industries and businesses around the world. Lockdowns and social distancing have halted economic activities, disrupting supply chain networks and pushing down demand for goods and services globally. Governments and private organizations are taking multiple efforts to manage this crisis, but uncertainty and anxiety remain widespread. However, collective strength and unity will help us tide over these hard times. At Fortune Business Insights™, we are constantly endeavoring to provide you with comprehensive research on various markets so as to equip your business with the necessary intelligence to emerge victorious on the other side of this crisis.

Click here to get sample copy the short-term and long-term impact of COVID-19 on this Europe Contact Center as a Service Market.

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As per the report, the market value stood at USD 670.9 million in 2019. The highlights of the report include:

  • Holistic analysis of the market drivers, trends, and opportunities;

  • Actionable insights into the challenges facing the Europe Contact Center as a Service Market;

  • Careful examination of the each market segment; and

  • In-depth study of the regional developments and the competitive landscape of the Europe Contact Center as a Service Market.

List of Key Companies Profiled in the Europe Contact Center as a Service Market Report:

  • Odigo SAS (France)

  • Vocalcom Group. (Paris, France)

  • Puzzel AS (Oslo, Norway)

  • Five9, Inc. (California, United States)

  • Dixa Services (Copenhagen, Denmark)

  • Bright Pattern, Inc. (California, United States)

  • Altitude Software (Lisbon, Portugal)

  • Genesys Telecommunications Laboratories, Inc. (California, United States)

  • CONTENT GURU LIMITED (Bracknell, United Kingdom)

  • 8x8, Inc. (California, United States)

  • Vonage Holdings Corp.(New Jersey, United States)

  • inConcert Group (California, United States)

  • Enghouse Systems Limited (Markham, Canada)

  • Diabolocom SAS (Levallois-Perret, France)

  • Aspect Software, Inc.(Arizona, United States)

  • Orange Business Services (Paris, France)

  • NICE Ltd. (Ra'anana, Israel)

  • Akio (Paris, France)

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Regional Insights

Extensive Outsourcing of Services to Fuel the Regional Market

Europe is leading the global Europe Contact Center as a Service Market share owing to the widespread outsourcing of contact center services by companies in the region. In the Nordic countries, for example, companies are developing high-quality, service-oriented CCaaS products, which they are readily outsourcing to reduce costs. In Germany and France, on the other hand, linguistic call center services are dominant as companies in these countries prefer providing communication services in the local languages. Offshore outsourcing of contact center services is allowing the UK to hold a prominent position in the Europe contact center as a service market. In 2019, the country’s market size stood at USD 170.0 million.

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Table Of Content Europe Contact Center as a Service Market

1 Introduction

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