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Contact Centre Systems Markets in EMEA
Frost & Sullivan, Oct 2011
This research study provides a quantitative analysis of the contact centre systems markets in Europe, Middle East and Africa (EMEA). The contact centre systems market is segmented into six product segments, namely - inbound contact routing systems, IVR and voice portal systems, outbound dialer systems, quality monitoring systems, workforce management software, and contact centre analytics. The study provides market sizing and forecasts by product segment, country/region, size-band, and vertical, in EMEA. Country/regional breakouts are provided for Benelux, Eastern Europe, France, Germany, Italy, Middle East and Africa, Russia, Scandinavia, Spain, UK, and Rest-of-Europe.
This Frost & Sullivan research service titled Contact Centre Systems Markets in EMEA provides a quantitative analysis of the contact centre systems markets in Europe, Middle East and Africa (EMEA). The market is segmented into six product segments: inbound contact routing systems, interactive voice recorder (IVR) and voice portal systems, outbound dialler systems, quality monitoring systems, workforce management software and contact centre analytics. The research provides market sizing and forecasts by product segment, country/region, size-band and vertical in EMEA. Country/regional breakouts are provided for Benelux, Eastern Europe, France, Germany, Italy, Middle East and Africa, Russia, Scandinavia, Spain, the United Kingdom and Rest-of-Europe.
Market Overview
Market Maturing at Different Rates in Different Countries, Propelled by a Range of Varying Drivers
The recent economic downturn in EMEA exerted a significant restraining effect on the sales of agent performance optimisation (APO) tools in the contact centre market. This situation prevailed in the core segments of the market - quality monitoring (QM)/call recording and workforce management (WFM) software - as well. The market is now slowly recovering with projections for future growth. “The decline in APO tools mirrored a similar decline in the ACD market, to which APO sales are strongly linked,” elaborates the analyst of this research. “The decline can also be attributed to the historical resistance to recording and WFM in the major EMEA countries, especially Germany.”
Growth in the outlying regions in the East and South were not able to offset the downturn in the major western countries. Currently, however, the scenario is more upbeat with the market making a gradual recovery. “The contact centre systems market in western Europe is relatively mature, although Eastern Europe, Russia and Commonwealth of Independent States (CIS) as well as the Middle East and Africa will experience higher growth rates starting 2011 due to the demand from outsourcers and financial services sector,” says the analyst. “Growth in Western Europe will come mainly from the public sector and outsourcers.” The market is maturing at different rates in different countries within EMEA. For instance, there is a labour-cost differential between the east and west, and, between the north and south. This is motivating some regions such as Eastern Europe and the Middle East to build Greenfield, high-volume centres with advanced capabilities to leverage local low-cost labour for outsourcers.
Identification and Expansion into Underpenetrated Countries is Key to Success
The key market challenge for all Tier 1 vendors of contact centre systems will be to find and expand into the underpenetrated countries outside the core markets of the United Kingdom, Germany and Western Europe. “These large contact centre systems companies are already subject to very diverse national contact centre climates: different languages, privacy regulations, labour/management relationships and consumer markets,” remarks the analyst. “Overall, therefore, companies have to contend with a contact centre environment that is much more fragmented than North America’s.”
A declining economy has put pressure on all companies to innovate in order to displace competitors and gain market share. Most QM tools in EMEA are sold through reseller channels. As the tools become more sophisticated, vendors are relying on channel partners to quickly get up to speed on the feature/function changes and the multiplying options that customers face. “To succeed, Tier 1 contact centre systems companies should compete aggressively with local incumbent vendors,” advises the analyst. “They should also compete with each other for access to channel partnership networks.”
Market Sectors
Expert Frost & Sullivan analysts thoroughly examine the following product segments in this research:
- Inbound contact routing systems
- IVR and voice portal systems
- Outbound dialer systems
- Quality monitoring systems
- Workforce management software
- Contact centre analytics
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