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EMEA Hosted Contact Centre Markets
Frost & Sullivan, Jan 2008, Pages: 90
The number of end-user organizations deploying hosted contact centre solutions has been rising rapidly in the past few years. The markets are poised to grow out of the early adopter phase, with immense growth potential for the future. This research service examines industry challenges, market trends, drivers and restraints to the adoption of hosted contact centres in EMEA. Technology vendors and service providers that are active in EMEA are profiled, and specific growth recommendations are made.
Hosted Contact Centre Solutions Find Takers among Large Companies in the EMEA
Hosted contact centres are beginning to take off in the Europe, Middle East and Africa (EMEA) markets, as their benefits are becoming increasingly apparent. End users are drawn to hosted contact centres’ advantages of lower maintenance costs as well as the ease of provisioning multi-sourced contact centres. While small and mid-sized businesses (SMBs) have already bought in to this concept, larger enterprises have been more difficult to persuade. However, these enterprises, which have typically run their own contact centres, are gradually realising the cost benefits that can be achieved by hosting their contact centre operations. Market participants can assuage their concerns about loss of control over operations or data security by offering advanced products and the option of dedicated hosting.
'Many large businesses will slowly make the move to multi-tenant solutions once they become aware of the enhanced flexibility and scalability of multi-tenancy,' says the analyst of this research service. 'A multi-tenant offering that includes high-end applications {speech-enabled interactive voice response (IVR), predictive dialling, multimedia systems} is also an appealing proposition for smaller enterprises, since the capital expenditure required to set up an on-premise operation is often prohibitive.' The hosted option will also eliminate the issues relating to legacy deployments in a premise-based set up. Technology partners and service providers need to step up their marketing and sales efforts to educate customers about the benefits of their robust and secure hosted contact centre solutions.
Shift to Operational Expenditure Model Holds the Hosted Contact Centre Market in Good Stead
'Leasing contact centre technology allows organizations to deflect high upfront capital expenditure,' notes the analyst. 'This is an attractive business proposition for SMBs that seek contact centre technology, but do not have access to the capital expenditure (Capex) required for expensive premise equipment.' They are more likely to choose a solution that eliminates the need for capital. The monthly usage or pay-as-you-go model simplifies cost management and business planning, giving the company the advantage of using a more favourable operational expenditure (Opex) cost model.
In a premise contact centre, a significant per cent of the total cost of ownership (TCO) is tied to ongoing maintenance, support and upgrades. 'Organizations typically need in-house IT staff for these functions, at each location or site, even if they are not being fully utilized,' remarks the analyst. 'These costs are reduced in a hosted environment, since the service provider can pass on cost savings from the economies of scale of shared resources to the enterprise.' These cost savings are one of the major factors directing potential clients towards the hosted environment.
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