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SUMMARY
EMEA Hosted IP Contact Centre Market Driven by Growing Outsourcing Trend
Increased outsourcing of telecommunications infrastructure and services is
primarily driving the hosted IP contact centre markets in the Europe, Middle
East and Africa (EMEA) region. Adoption of the hosted IP telephony model in
this region is on the rise as existing carriers look to enhance their
portfolio of offerings and develop the new revenue stream provided by voice
over Internet protocol (VoIP) traffic. Although the market is still in a
formative stage and the technology is novel, the potential therein is huge: as
much as 7.9 per cent of the installed base is likely to use hosted IP contact
centre services in EMEA by 2009. Ultimately, hosted IP contact centre services
are expected to emerge as a complementary service to premise-based telephony
systems.
This Frost & Sullivan research provides a comprehensive overview of the
constantly evolving hosted IP contact centre market in EMEA, focusing on major
technology trends and issues related to the competitive environment. It also
provides in-depth and up-to-date market size estimates and forecasts.
Hosted Service Shifts Risk from Enterprises to Service Providers
"Hosted IP contact centres shift the ownership of infrastructure from the
enterprises to the service providers," remarks the analyst of this research
service. "The shift of technology risk from the end user to the service
provider coupled with low exit barriers for end users is helping to promote
hosted IP contact centre services." Enterprises are showing more willingness
to test these solutions, particularly since hosted IP telephony offers them
access to converged telephony infrastructure at a lower cost.
While small enterprises have shown substantial interest in hosted contact
centre services, large firms are also evaluating the value proposition of
outsourcing their telecommunication requirements. These organisations appear
to prefer outsourcing to a single service provider.
Hosted IP Contact Centres to Bring in New Opportunities for Carriers, SIs
and VARs
The growing adoption of hosted IP contact centres has created fresh
opportunities for equipment manufacturers, service providers, value-added
resellers (VARs), system integrators (SIs) and application developers. "Hosted
IP contact centres offer service providers a new, recurring revenue stream,"
notes the analyst. "The market is likely to significantly grow with increased
market awareness and education, innovative service and price bundling and a
robust service delivery channel."
Enterprises also benefit because of the cost efficiency they gain in terms of
moves, additions and changes. Service providers are emphasising the advantages
of cost reduction and productivity benefits, thereby boosting adoption of
hosted IP contact centres. The emergence of integrated access service is also
likely to appeal to enterprises since it enables them to try and test the
offering on a need basis and on a limited scale.
TABLE OF CONTENTS
1 EMEA HOSTED IP CONTACT CENTRE MARKET
Industry Overview
- Research Scope and Methodology
- Value Proposition of Hosted IP Contact Centre
- Comparison between Hosted Solution and CPE
- Market Snapshot
Market Analysis
- Market Lifecycle
- Industry Challenges
- Market Drivers
- Market Restraints
- Market Trends
- Analysis of Market by Size of Business
- Market Engineering Measurements
- Technological Trends
- Adoption Rates by Country in EMEA
- Distribution Trends
- Demand Analysis
Competitive Analysis
- Competitive Structure
- Critical Success Factors
- Vendor Analysis
Geographic Analysis
- Market Snapshot: France
- Market Snapshot: Germany
- Market Snapshot: Italy
- Market Snapshot: Spain
- Market Snapshot: United Kingdom
- Market Snapshot: Benelux
- Market Snapshot: Scandinavia
- Market Snapshot: Eastern Europe
- Market Snapshot: Rest of Europe
- Market Snapshot: Middle East and Africa
Conclusions & Recommendations
Frost & Sullivan Awards
- Frost & Sullivan Awards
- Frost & Sullivan Service Innovation Award
- Frost & Sullivan Customer Service Innovation Award
- Frost & Sullivan Business Development Strategy Leadership Award
List of Acronyms
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