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EMEA Hosted Contact Center Markets

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EMEA Hosted Contact Center Markets

Description:    This Frost & Sullivan research service entitled EMEA Hosted Contact Centre Markets provides
                valuable insights into spending trends and market dynamics in the hosted contact centre/managed
                services market.

                It also provides an overview of the vendor landscape comprising technology vendors and telecom
                service providers, as well as detailed country-level market sizing and forecasts.

                Market Sector

                Expert Frost & Sullivan analysts thoroughly examine the following market sectors in this research:

                - Contact centre
                - Customer relationship management (CRM)
                - Managed services

                Technologies

                The following technologies are covered in this research:

                - Automatic call distributor (ACD)
                - Computer telephony integration (CTI)
                - Interactive voice response (IVR)

                Market Overview

                Unique Value Proposition of Hosted Contact Centre Solutions Boosts their Acceptance

                Although hosted contact centre solutions in Europe, Middle East and Africa (EMEA) are still at an
                early adopter stage, they hold immense growth potential as evidenced by the increasing number of
                end users deploying these solutions to meet critical customer care needs. Hosted service delivery
                models offer a universal value proposition that extends to not only large, multi-site operations, but
                also to the previously under-penetrated small and mid-sized business (SMB) markets as well as
                informal call centres. In 2005, new product introductions from technology vendors coupled with
                attractively priced and packaged service offerings from service providers further invigorated the
                market, making this an exciting time for these solutions in EMEA.

                New product offerings from technology vendors with multi-tenancy support, and carrier grade
                reliability and scalability have served to increase the viability of hosted contact centre models
                within the service provider and end-user community, observes the analyst of this research service.
                The ability to leverage existing networks and upsell to existing customers makes these solutions
                even more attractive to service providers, who are now generating additional revenue streams with
                the addition of contact centre communications services to their portfolios.

                Hosted Contact Centre Solutions Gain Ground over Premise-based Solutions

                Hosted contact centre solutions offer several compelling advantages that make them an appealing
                and cost-effective alternative to premise-based solutions. For instance, they allow multiple sites
                and agent locations to be provisioned and managed centrally from the service provider’s
                facility with relative ease, as there is no need for any additional hardware or software apart from a
                PC, browser and a phone. This virtualization of the call centre benefits the enterprise with a high
                degree of flexibility and scalability. On the other hand, integrating such disparate environments
                with traditional premise-based models could prove to be prohibitively expensive.

                Reductions in upfront capital expenditure and associated lower total cost of ownership (TCO)
                further increase the appeal of these solutions, particularly for SMBs that seek contact centre
                technology, but lack the means to invest huge amounts in premise-based equipment. However,
            existing massive deployments in premise-based technology continue to challenge the growth of the
            hosted deployment model. Many end users have expressed concerns about the perceived lack of
            control over operations as well the security of important customer data, says the analyst. However,
            tenant self-administration capabilities in newer releases of the technology and processes with
            enhanced security options are helping to overcome these concerns.



Contents:   1. EMEA Hosted Contact Center Market
             1. Summary of Major Findings
             1. Introduction
             2. Scope and Methodology
             3. Product Definitions
             4. Benefits of Hosted Solutions
             5. Market Trends
             6. Market Engineering Measurements
             7. Market Challenges
             8. Market Drivers
             9. Market Restraints
             2. Market Analysis
             1. Revenue and Agent Position Forecasts
             2. Pricing Analysis
             3. Market Breakout by Size of Deployment
             4. Market Snapshot
            France
             5. Market Snapshot
            Germany
             6. Market Snapshot
            Italy
             7. Market Snapshot
            Spain
             8. Market Snapshot
            United Kingdom
             9. Market Snapshot
            Benelux
             10. Market Snapshot
            Scandinavia
             11. Market Snapshot
            Eastern Europe
             12. Market Snapshot
            Rest of Europe
             13. Market Snapshot
            Middle East and Africa
             3. Competitive Analysis
             1. Competitive Structure
             2. Vendor Profiles
             4. Conclusions and Recommendations
             1. Growth Recommendations

            List of Figures

            Hosted Contact Centre Market: Market Challenges Ranked in Order of Impact (EMEA), 2006-2012

            Hosted Contact Centre Market: Market Drivers Ranked in Order of Impact (EMEA), 2006-2012

            Hosted Contact Centre Market: Market Restraints Ranked in Order of Impact (EMEA), 2006-2012

            Hosted Contact Centre Market: Revenue and Agent Position Forecasts (EMEA), 2005-2012

            Hosted Contact Centre Market: Market Breakout by size of deployment (Seats) (EMEA), 2005

            Hosted Contact Centre Market: Revenue and Agent Position Forecasts (France), 2005-2012

            Hosted Contact Centre Market: Revenue and Agent Position Forecasts (Germany), 2005-2012
            Hosted Contact Centre Market: Revenue and Agent Position Forecasts (Italy), 2005-2012

            Hosted Contact Centre Market: Revenue and Agent Position Forecasts (Spain), 2005-2012

            Hosted Contact Centre Market: Revenue and Agent Position Forecasts (UK), 2005-2012

            Hosted Contact Centre Market: Revenue and Agent Position Forecasts (Benelux), 2005-2012

            Hosted Contact Centre Market: Revenue and Agent Position Forecasts (Scandinavia), 2005-2012

            Hosted Contact Centre Market: Revenue and Agent Position Forecasts (Eastern Europe), 2005-2012

            Hosted Contact Centre Market: Revenue and Agent Position Forecasts (Rest of Europe), 2005-2012

            Hosted Contact Centre Market: Revenue and Agent Position Forecasts (Middle East & Africa), 2005-
            2012



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