Omnichannel solutions that drive customer contact digital transformation are vital for success, finds Frost & Sullivan’s Customer Contact team
LONDON – 24 January 2017 – Demand for contact center analytics capabilities, enhanced application functionality, and the addition of new contact channels such as social and mobile contact are pockets of growth in the highly competitive, mature and declining EMEA on-premise contact center systems market. Companies must differentiate offerings through the seamless integration of applications, the use of enhanced traditional contact center analytics, and new forms of analytics.
“Leading on-premises product vendors are continuing to expand their hosted/cloudofferings, both directly and via channel partners, in order to reduce customer churn to pure-play hosted/cloud solution providers,” said Customer Contact Research Analyst Nancy Jamison. “Of the major vendors, Genesys and Interactive Intelligence are the most successful in navigating this transition.”
EMEA Contact Center Systems Market, new analysis from Frost & Sullivan’s Customer ContactGrowth Partnership Service program, examines top suppliers in the EMEA contact center market and provides key drivers, restraints and forecasts through 2020. Segments covered include inbound contact center routing, outbound dialing, interactive voice response, quality monitoring, call recording, and analytics.
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To sustain a competitive advantage, providers need to steer their capabilities toward current opportunities by:
- Improving customer loyalty through omnichannel delivery and digital transformation strategies
- Uncovering business insights through omnichannel customer journey analytics
- Creating new experiences to foster deeper customer relationships
- Adding value to all stakeholders out of combined assets
“Strong demand and growth of hosted/cloud contact center solutions across EMEA, combined with weak macroeconomic conditions in the region, are the top reasons for declining on-premises product revenue,” noted Jamison. “However, Eastern Europe, Russia, Middle East and Africa are expected to be growth regions for on-premises contact center systems.”
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