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EMEA Inbound Contact Routing Systems Markets
Frost & Sullivan, March 2011, Pages: 73
This strategic analysis is part of Frost & Sullivan’s continued coverage of the EMEA contact centre market. The scope of this research study includes ACD, CTI, SIP and multimedia contact routing systems deployed on-premise (CPE). Within this analysis, Frost & Sullivan has identified trends, drivers and restraints in the EMEA market. The EMEA region is segmented as UK, Germany, France, Spain, Italy, Portugal, Benelux, Scandinavia, Eastern Europe, Rest-of-Europe, and Middle East and Africa. This study provides market size, market shares, forecasts and regional revenue breakdown. Vendor solution offerings and strategies are analyzed in a competitive framework and considerations for market penetration and growth are proposed.
Product Definitions:
- Inbound contact routing (ICR) systems are defined as software-only or a combination of software and hardware solutions that facilitate the automated handling of inbound customer contacts.
- Inbound contact routing systems constitute the core functionality of contact centre application suites, including: ACD, CTI, SIP, multimedia contact routing, system administration/management, and reporting.
- Revenues in this study represent manufacturer-level revenues for inbound contact routing systems, which are deployed on-premise (CPE).
- Revenues in this study represent only product license revenues and exclude maintenance and services revenues.
- Frost & Sullivan covers various contact center systems/applications in separate studies. This study only covers ICR systems, and excludes:
-- IVR and voice portal systems
-- Agent performance optimisation systems (quality monitoring, workforce management, performance analytics)
-- Outbound dialer systems
-- Hosted contact centre services
-- Other contact centre systems, applications, and services
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