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: We predict 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 regions technology spend.
Scope of this title: - 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 of this title: - Western European enterprises customers 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 order your copy: - 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.
