Europe Contact Center Transformation Market By Component, By Deployment Type, By Organization Size, By End User, By Country, Industry Analysis and Forecast, 2020 - 2026

The Europe Contact Center Transformation Market is expected to witness market growth of 16.5% CAGR during the forecast period (2020-2026).

Contact centers are experiencing a number of changes, all of which are now disrupting the status quo. In addition, the position of the inbound call center and that of the contact center in the field of customer care is evolving. In 2020 and beyond, contact center automation is accelerating, making it necessary for businesses to adopt best practices or face falling behind competition. Technological developments in robotic process automation (RPA), AI, and machine learning (ML) practically transform the face of customer care.

Digital transformation leverages emerging technologies to automate and enhance business processes and consumer engagement in order to satisfy the needs of evolving customer demand. Nowhere is the need for digital change greater than in contact centers at the present. Digital innovation is not limited to consumer service. This also has significant implications on the way in which support agents, supervisors and administrators operate by providing them with the best resources to be more effective and to resolve issues more quickly.

The call center has evolved, from a reactive help center managing customer requests and complaints to delivering support on the consumer's preferred channel. Digital transformation also changes the role of the contact center from trying to resolve customer calls in the shortest period possible by using analytics to deliver proactive, personalized support and efficient customer experience.

Based on Component, the market is segmented into Software and Services. Software market is further bifurcated across Workforce Engagement, Real Time Repotting & Analytics, Social Media Analytics, Visual Network Analytics & Omnichannel Routing, Voice Biometrics and Others. Based on Deployment Type, the market is segmented into On-premise and Cloud. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises. Based on End User, the market is segmented into BFSI, Retail & Consumer Goods, Government & Defense, Travel & Hospitality, Healthcare & Life Sciences, Telecom & IT and Others. Based on countries, the market is segmented into Germany, UK, France, Russia, Spain, Italy, and Rest of Europe.

The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include AT&T, Inc., Cisco Systems, Inc., Microsoft Corporation (Metaswitch Networks), RingCentral, Inc., SAP SE, Five9, Inc., AGC Networks Ltd., Talkdesk, Inc., Genesys Telecommunications Laboratories, Inc., and Aculab PLC.

Scope of the Study

Market Segmentation:

By Component

• Software
• Workforce Engagement
• Real Time Repotting & Analytics
• Social Media Analytics
• Visual Network Analytics & Omnichannel Routing
• Voice Biometrics
• Others
• Services

By Deployment Type

• On-premise
• Cloud

By Organization Size

• Large Enterprises
• Small & Medium Enterprises

By End User

• BFSI
• Retail & Consumer Goods
• Government & Defense
• Travel & Hospitality
• Healthcare & Life Sciences
• Telecom & IT
• Others

By Country

• Germany
• UK
• France
• Russia
• Spain
• Italy
• Rest of Europe

Companies Profiled

• AT&T, Inc.
• Cisco Systems, Inc.
• Microsoft Corporation (Metaswitch Networks)
• RingCentral, Inc.
• SAP SE
• Five9, Inc.
• AGC Networks Ltd.
• Talkdesk, Inc.
• Genesys Telecommunications Laboratories, Inc.
• Aculab PLC

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