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EMEA Contact Centre Market
Description: Geographic Shifts within EMEA Contact Centre Market Impact Market Dynamics
Important geographical changes taking place in the contact centre market in Europe, the Middle
East and Africa (EMEA) are altering the dynamics of this market. With these changes, certain
locations in Central and Eastern Europe as well as the Middle East and Africa are emerging as
attractive markets due to their many advantages - low-cost labour, affordable real estate and a
multi-lingual workforce. Eastern Europe, in particular, is expected to witness higher growth rates as
the increasing outsourcing trend brings new business. This could help offset the saturation in
Western Europe in terms of growth in agent positions. While traditional contact centres are
witnessing falling growth rates, informal contact centres show great promise. New opportunities are
also emerging in the small enterprise segment, particularly in the sub-60 segment.
This Frost & Sullivan research service provides a comprehensive analysis of the contact centre
market in the EMEA region. It studies the changing market dynamics and identifies growth
opportunities with a special focus on the emerging potential of IP and multi-channel contact
centres. It also includes detailed market metrics of total installed base and total agent positions as
well as growth forecasts for the same.
Increased Demand for Multimedia Changes Size and Scope of Contact Centre
The contact centre market is always looking for new modes of communication that leverage the
convergence of media. Multi-channel applications are experiencing increasing demand and are
likely to see stronger adoption in traditional contact centres during the forecast period (2005-
2009). While e-mail applications have been on an upward growth curve in mature markets such as
Western Europe, other channels of communication such as Web chat are also gaining traction.
Frost & Sullivan expects multi-channel contact centre applications to account for 20 percent of the
total shipments by 2009, says the analyst of this research service. With the growth of multi-
channel communication, IP contact centres are also likely to proliferate.
Replacement Market to Spur Growt
Enterprises in EMEA are gradually increasing their spending on telecom infrastructure, creating
significant opportunities for the contact centre industry. Increased capital expenditure (CAPEX)
across many verticals is expected to boost demand in the short term. Many systems that were
either installed or upgraded during Y2K are now coming of age, notes the analyst. This is
generating a huge demand through the need for replacement. During this replacement cycle, Frost
& Sullivan believes that IP is likely to find strong adoption.
Contents: 1. EMEA Contact Centre Market
1. Executive Summary
1. Executive Summary
2. Industry Overview
1. Scope of Study and Methodology
2. Definitions
3. TDM based Architecture
4. Service Delivery Models
5. Growth Rate by Country in EMEA
6. Market Trends
7. Distribution Trends
- 3. Market Analysis
1. Market Engineering Measurements
2. Drivers and Restraints
3. Growth Analysis
4. Segment Analysis
5. Vertical Analysis
6. Multi-Channel Contact Centre Growth
- 4. IP Contact Centre
1. Definitions
2. ACD Deployment Architecture
3. Market Snapshot (Market Engineering Measurements)
4. Market Lifecycle
5. Industry Challenges
6. Market Drivers
7. Market Restraints
8. Market Trends
9. Demand Analysis
10. Comparison of Standards
11. Technological Trends
12. Revenue and Shipment Forecast
13. Selected Products
14. Competitive Structure
15. Price Analysis
- 5. Competition Analysis
1. Market Share Analysis: EMEA
2. Market Share Analysis: Western Europe
3. Market Share Analysis: Eastern Europe
4. Market Share Analysis: Middle East and Africa
6. Vendor Profiles
1. Vendor Profiles
7. Geographic Analysis
1. Market Snapshot: France
2. Market Snapshot: Germany
3. Market Snapshot: Italy
4. Market Snapshot: Spain
5. Market Snapshot: United Kingdom
6. Market Snapshot: Benelux
7. Market Snapshot: Scandinavia
8. Market Snapshot: Eastern Europe
9. Market Snapshot: Rest of Europe
10. Market Snapshot: Middle East and Africa
8. Conclusions and Recommendations
1. Conclusions and Recommendations
9. Frost & Sullivan Awards
1. Awards Overview
2. Frost & Sullivan Acquisition of the Year Award
3. Frost & Sullivan Brand Development Strategy Award
4. Frost & Sullivan Product Development Leadership Award
5. Frost & Sullivan Market Penetration Excellence Award
6. Frost & Sullivan Product Line Leadership Award
10. List of Acronyms
1. List of Acronyms
List Of Figures
Contact Centre Market (EMEA): Revenue Forecast, 2004-2009
Migration Strategies: TDM to IP
TDM-based ACD Architecture
Contact Centre Market: Service Delivery Models
Contact Centre Market: Maturity Level by Country
Contact Centre Market: Market Trends
Contact Centre Market: Distribution Network
Contact Centre Market: Market Engineering Measurements (EMEA), 2004
Contact Centre: Market Size Forecast (EMEA), 2004-2009
Contact Centre Market: Revenue and Shipment Forecast (EMEA), 2004-2009
Contact Centre Market: Forecast by Market Segment (EMEA), 2004-2009
Contact Centre Market: Vertical-wise Breakdown (EMEA), 2004
Contact Centre Market: Multi-channel Market Size Forecast (EMEA), 2004-2009
ACD Architecture: Hybrid TDM and IP ACD Deployment
ACD Architecture
IP-based ACD Deployment
IP Contact Centre: Market Engineering Measurements (EMEA), 2004
IP Contact Centre: Market Size Forecast (EMEA), 2004-2009
IP Contact Centre Life Cycle
IP Contact Centre: Market Trends (EMEA)
IP Contact Centre: Demand Analysis (EMEA)
Comparison of Standards (SIP, H.323, MGCP, H.248/Megaco, Proprietary)
IP Contact Centre: Technological Trends
IP Contact Centre: Revenue and Shipment Forecast (EMEA), 2004-2009
IP Contact Centre: Selected Products
IP Contact Centre: Competitive Structure
IP Contact Centre: Price Analysis
ACD Revenues: Market Share Analysis (EMEA), 2004
ACD Shipments: Market Share Analysis (EMEA), 2004
ACD Revenues: Market Share Analysis (Western Europe), 2004
ACD Shipments: Market Share Analysis (Western Europe), 2004
ACD Revenues: Market Share Analysis (Eastern Europe) 2004
ACD Shipments: Market Share Analysis (Eastern Europe), 2004
ACD Revenues: Market Share Analysis (Middle East and Africa), 2004
ACD Shipments: Market Share Analysis (Middle East and Africa), 2004
Contact Centre Market (France): Market Engineering Measurements, 2004
Contact Centre Market (France): Market Size Forecast (Total Market, IP Contact Centre, Multi-
channel Contact Centre), 2004-2009
Contact Centre Market (France): ACD Shipment and Revenue Forecast, 2004-2009
Contact Centre Market (Germany): Market Engineering Measurements, 2004
Contact Centre Market (Germany): Market Size Forecast (Total Market, IP Contact Centre, Multi-
channel Contact Centre), 2004-2009
Contact Centre Market (Germany): ACD Shipment and Revenue Forecast, 2004-2009
Contact Centre Market (Italy): Market Engineering Measurements, 2004
Contact Centre Market (Italy): Market Size Forecast (Total Market, IP Contact Centre, Multi-channel
Contact Centre), 2004-2009
Contact Centre Market (Italy): ACD Shipment and Revenue Forecast, 2004-2009
Contact Centre Market (Spain): Market Engineering Measurements, 2004
Contact Centre Market (Spain): Market Size Forecast (Total Market, IP Contact Centre, Multi-
channel Contact Centre), 2004-2009
Contact Centre Market (Spain): ACD Shipment and Revenue Forecast, 2004-2009
Contact Centre Market (United Kingdom): Market Engineering Measurements, 2004
Contact Centre Market (United Kingdom): Market Size Forecast (Total Market, IP Contact Centre,
Multi-channel Contact Centre), 2004-2009
Contact Centre Market (United Kingdom): ACD Shipment and Revenue Forecast, 2004-2009
Contact Centre Market (Benelux): Market Engineering Measurements, 2004
Contact Centre Market (Benelux): Market Size Forecast (Total Market, IP Contact Centre, Multi-
channel Contact Centre), 2004-2009
Contact Centre Market (Benelux): ACD Shipment and Revenue Forecast, 2004-2009
Contact Centre Market (Scandinavia): Market Engineering Measurements, 2004
Contact Centre Market (Scandinavia): Market Size Forecast (Total Market, IP Contact Centre, Multi-
channel Contact Centre), 2004-2009
Contact Centre Market (Scandinavia): ACD Shipment and Revenue Forecast, 2004-2009
Contact Centre Market (Eastern Europe): Market Engineering Measurements, 2004
Contact Centre Market (Eastern Europe): Market Size Forecast (Total Market, IP Contact Centre,
Multi-channel Contact Centre), 2004-2009
Contact Centre Market (Eastern Europe): ACD Shipment and Revenue Forecast, 2004-2009
Contact Centre Market (Rest of Europe): Market Engineering Measurements, 2004
Contact Centre Market (Rest of Europe): Market Size Forecast (Total Market, IP Contact Centre,
Multi-channel Contact Centre), 2004-2009
Contact Centre Market (Rest of Europe): ACD Shipment and Revenue Forecast, 2004-2009
Contact Centre Market (Middle East and Africa): Market Engineering Measurements, 2004
Contact Centre Market (Middle East and Africa): Market Size Forecast (Total Market, IP Contact
Centre, Multi-channel Contact Centre), 2004-2009
Contact Centre Market (Middle East and Africa): ACD Shipment and Revenue Forecast, 2004-2009
Contact Centre Market: Recommendations
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