Europe Call Center Platforms Market, By Offering (Software, Service), Platform (Outbound Dialer, Inbound Voice, Web Chat, Omni channel Agent, Social Media, Email, Messaging, Others), Organization Size (Large Organization, Small and Medium Organization), Deployment Model (On-Premise, Hybrid, Cloud), Industry (IT and Telecommunication, Banking, Financial Service and Insurance, Retail, Healthcare, Government, Travel and Hospitality, Transport and Logistics, Media and Entertainment, Education, Manufacturing, Energy and Utilities, Others) – Industry Trends and Forecast to 2029.
Europe Call Center Platforms Market Analysis and Size
The market for call center platforms is anticipated to generate significant amounts of revenue over the forecast period. Businesses' interactions with their customers have altered substantially during the past years. In order to support organizational growth, customer relationship management (CRM) specialists are today in charge of gaining new clients, keeping hold of current clients, and answering their questions. Contact center solutions give professionals the ability to quickly accomplish these objectives and provide satisfactory answers to client inquiries. Consequently, these growth determinants give the market a positive outlook over the forecasted timeline.
Europe call center platforms market was valued at USD 7986.16 million in 2021 and is expected to reach USD 24944.37 million by 2029, registering a CAGR of 15.30% during the forecast period of 2022-2029. In addition to the market insights such as market value, growth rate, market segments, geographical coverage, market players, and market scenario, the market report curated by the Data Bridge Market Research team includes in-depth expert analysis, import/export analysis, pricing analysis, production consumption analysis, and pestle analysis.
Europe Call Center Platforms Market Scope and Segmentation
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Report Metric
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Details
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Forecast Period
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2022 to 2029
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Base Year
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2021
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Historic Years
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2020 (Customizable to 2014 - 2019)
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Quantitative Units
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Revenue in USD Million, Volumes in Units, Pricing in USD
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Segments Covered
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Offering (Software, Service), Platform (Outbound Dialer, Inbound Voice, Web Chat, Omni channel Agent, Social Media, Email, Messaging, Others), Organization Size (Large Organization, Small and Medium Organization), Deployment Model (On-Premise, Hybrid, Cloud), Industry (IT and Telecommunication, Banking, Financial Service and Insurance, Retail, Healthcare, Government, Travel and Hospitality, Transport and Logistics, Media and Entertainment, Education, Manufacturing, Energy and Utilities, Others)
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Countries Covered
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Germany, France, Italy, U.K., Belgium, Spain, Russia, Turkey, Netherlands, Switzerland, Rest of Europe
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Market Players Covered
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Oracle (U.S.), IBM (U.S.), RACKSPACE TECHNOLOGY, (U.S.), Microsoft (U.S.), VMware, Inc., (U.S.), Dell Inc., (U.S.), Redcentric plc (UK), Google LLC (U.S.), Cisco Systems, Inc. (U.S.), Red Hat, Inc.(U.S.), Getronics (Netherlands), Hewlett Packard Enterprise Development LP (U.S.), CenturyLink (U.S.), NEC Corporation (Japan), Joyent, Inc (U.S.), AT&T Intellectual Property (U.S.), Citrix Systems, Inc. (U.S.) and NTT DATA Corporation (Japan)
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Market Opportunities
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Market Definition
A cloud contact center platform is a full-featured, integrated, cloud-native platform designed to facilitate multichannel or omni-channel communication between customers and agents (or self-service systems) in a way that maximizes both the customer and agent experiences.
Call Center Platforms Market Dynamics
This section deals with understanding the market drivers, advantages, opportunities, restraints and challenges. All of this is discussed in detail as below:
Drivers
- Emerging Social Media Trends
Companies with social media skills can now handle social media inquiries to evaluate their brands' value and impact, as well as to cut expenses and complexity related to abandoned queries and client turnovers. Identifying social media influencers, emotions, feelings, and brand image through social media helps improve the general effectiveness of contact center agents and the services or goods they can give. Consequently, this factor will further accelerate the market expansion over the forecast period.
- Growing Need to Automate Customer Service
The customer care executives are now in charge of developing closer relationships with customers in order to deliver long-term value for firms. According to a research, more than 60% of businesses are improving their data analysis, which is crucial for providing a better customer experience. Companies now have more access to client data to customise their experiences thanks to AI and ML technologies. For instance, AI-based chatbots and social media management tools can easily assist clients in solving their own problems. Business process automation will also enhance employee agility and overall organisational performance by offering actionable data for customer insights.
- Growth in Technological Advancements
The business landscape and current company practises are being altered by technological advancements. There is no exemption to this regulation for call centres. It is an optimistic sector, particularly now that more companies are beginning to recognise the value of implementing stronger customer-specific models to strengthen client relationships and boost sales. Call centre operations should be made more efficient by increased investment in and adoption of cutting-edge technologies like chatbots, automation, and artificial intelligence. Over the course of the investigation, this aspect is likely to fuel the growth of the global call centre market.
Furthermore, factors such as increasing urbanization levels and government support for the digital economy will accelerate the overall market expansion during the forecast period. Additionally, the rapid telecommunications, cloud computing, and IoT advancements is anticipated to drive the growth rate of the call center platforms market.
Opportunities
- Growing Preference for Cloud-based Contact Center Solutions
The growing utilizing cloud-based contact centers is estimated to generate lucrative opportunities for the market, which will further expand the call center platforms market's growth rate in the future. Agents can communicate from any location and get real-time access to customer information via cloud-based technologies. Additionally, cloud-based contact center solutions do not require full-time employees to work physically, enabling agents to be employed from any location. The enhanced system dependability and secure offers of cloud-based contact center services also appeal to businesses. In order to increase security, contact center system vendors build an active architecture where end-use infrastructure processing is divided between two sites.
- Adoption of Technologies
Additionally, the several enterprises are largely adopting various technologies, which further offers numerous growth opportunities within the market. A number of businesses have embraced interactive voice response (IVR) technology since it lowers the cost of live call attending services. It removes the requirement for clients to specify which department executive they want to speak with, enabling the system or software to route a customer's call to the proper professional immediately via voice instructions.
Restraints/Challenges
- High Cost
The older and smaller call centers still rely on PRI phone services to prevent call drops due to data bandwidth constraints and achieve excellent quality via a dedicated line structure. 23 voice channels are available through PRI, and they can all be used at once. Only 23 channels, however, can be made available at any given time if a business has to access a high number of Direct Inward Dialing (DID) numbers. This necessitates the installation of additional PRI circuits, which raises the cost of overhead. The high cost further decreases the adoption rate, which will hamper the market’s overall growth rate.
- Issues associated with Data Privacy and Security
The extensive storing of client data puts contact centers constantly at risk. The client data safety and privacy is very important and the rising concerns regarding the issues associated with data privacy and security is therefore estimated to be significant challenge for the call center platforms market over the forecast period.
This call center platforms market report provides details of new recent developments, trade regulations, import-export analysis, production analysis, value chain optimization, market share, impact of domestic and localized market players, analyses opportunities in terms of emerging revenue pockets, changes in market regulations, strategic market growth analysis, market size, category market growths, application niches and dominance, product approvals, product launches, geographic expansions, technological innovations in the market. To gain more info on the call center platforms market contact Data Bridge Market Research for an Analyst Brief, our team will help you take an informed market decision to achieve market growth.
COVID-19 Impact on Call Center Platforms Market
The call center platforms market was moderately impacted by the outbreak of COVID-19 due to increased usage of contact center software in the face of unusual circumstances. There is a growing demand for businesses to move away from outdated infrastructure and create more agile customer interaction strategies. But the correctness and promptness of request addressal have always been key factors in customer interaction success. To secure business continuity and boost productivity, the ongoing trend of work from home (WFH) throughout the pandemic drives the deployment of contact center software. For instance, in April 2020, VOO, a well-known Belgian telecommunications company, quickly transitioned its 188 agents to remote work and implemented an agile cloud contact center solution. Contact centers that provide information on healthcare and travel have considerably risen. Contact centers have implemented automated approaches such as chatbots, AI, and natural language processing to assist callers with first contact resolution. Consumer behavior was also affected by the pandemic. Due to the fact that most customers prefer speaking with actual customer service representatives, chatbots, emails, and chats have been used. Additionally, it has accelerated digital transformation in other industries. As a result, contact center solutions are evolving into strategic options and, in many cases, serve as a brand's public face.
Recent Developments
- In August 2020, HGS Digital LLC, a Hinduja Global Solutions Ltd division, confirmed its enrollment in the Contact Center Intelligence (CCI) solutions Partner programme of Amazon Web Services (AWS). HGS Digital LLC anticipates helping customers enhance the intelligence of their current contact centre solution with the help of the cooperation. It makes advantage of Amazon's cutting-edge technologies to offer clients more effective and personalised service.
Europe Call center platforms Market Scope
The call center platforms market is segmented on the basis of offering, platform, organization size, deployment model and industry. The growth amongst these segments will help you analyze meagre growth segments in the industries and provide the users with a valuable market overview and market insights to help them make strategic decisions for identifying core market applications.
Offering
- Software
- Service
Platform
- Outbound Dialer
- Inbound Voice
- Web Chat
- Omni channel Agent
- Social Media
- Messaging
- Others
Organization Size
- Large Organization
- Small and Medium Organization
Deployment Model
- On-Premise
- Hybrid
- Cloud
Industry
- IT and Telecommunication
- Banking
- Financial Service and Insurance
- Retail
- Healthcare
- Government
- Travel and Hospitality
- Transport and Logistics
- Media and Entertainment
- Education
- Manufacturing
- Energy and Utilities
- Others
Call Center Platforms Market Regional Analysis/Insights
The call center platforms market is analyzed and market size insights and trends are provided by country, offering, platform, organization size, deployment model and industry as referenced above.
The countries covered in the call center platforms market report are Germany, France, U.K., Netherlands, Switzerland, Belgium, Russia, Italy, Spain, Turkey and Rest of Europe in Europe.
U.K. dominates the Europe call center platforms market due to the f increased use of cognitive platforms along with the presence of a well-established infrastructure within the region over the forecast period of 2022 to 2029. For instance, 220 businesses in the United Kingdom are using IBM Watson to help customers.
The country section of the report also provides individual market impacting factors and changes in regulation in the market domestically that impacts the current and future trends of the market. Data points like down-stream and upstream value chain analysis, technical trends and porter's five forces analysis, case studies are some of the pointers used to forecast the market scenario for individual countries. Also, the presence and availability of global brands and their challenges faced due to large or scarce competition from local and domestic brands, impact of domestic tariffs and trade routes are considered while providing forecast analysis of the country data.
Competitive Landscape and Call Center Platforms Market Share Analysis
The call center platforms market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies' focus related to call center platforms market.
Some of the major players operating in the call center platforms market are
- Oracle (U.S.)
- IBM (U.S.)
- RACKSPACE TECHNOLOGY, (U.S.)
- Microsoft (U.S.)
- VMware, Inc., (U.S.)
- Dell Inc., (U.S.)
- Redcentric plc (UK)
- Google LLC (U.S.)
- Cisco Systems, Inc. (U.S.)
- Red Hat, Inc. (U.S.)
- Getronics (Netherlands)
- Hewlett Packard Enterprise Development LP (U.S.)
- CenturyLink (U.S.)
- NEC Corporation (Japan)
- Joyent, Inc., (U.S.)
- AT&T Intellectual Property (U.S.)
- Citrix Systems, Inc. (U.S.)
- NTT DATA Corporation (Japan)
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