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Europe Contact Center as a Service (CCaaS) Market Size, Share & COVID-19 Impact Analysis, By Function (Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration (CTI), Reporting and Analytics), By Organization Size (Small & Medium Enterprises and Large Enterprises), By Industry (BFSI, IT and Telecommunication, Government, Healthcare, Consumer Goods and Retail, Others), and Country Forecast, 2020-2027

Region : Europe | Format: PDF | Report ID: FBI104283

 

Table of Content:

  1. Introduction
    1. Definition, By Segment
    2. Research Methodology/Approach
    3. Data Sources
  2. Key Takeaways
  3. Market Dynamics
    1. Macro and Micro Economic Indicators
    2. Drivers, Restraints, Opportunities and Trends
    3. Impact of COVID-19
      1. Short-term Impact
      2. Long-term Impact
  4. Competition Landscape
    1. Business Strategies Adopted by Key Players
    2. Consolidated SWOT Analysis of Key Players
    3. PESTLE Analysis
    4. Porter’s Five Force Analysis
    5. Ecosystem Analysis 
    6. Europe Market Share Analysis and Matrix, 2019
  5. Key Market Insights and Strategic Recommendations
  6. Companies Profiled (Provided for 10 players only)
    1. Overview
      1. Key Management
      2. Headquarters etc
    2. Offerings/Business Segments
    3. Key Details (Key details are subjected to data availability in public domain and/or on paid databases)
      1. Employee Size
      2. Key Financials
        1. Past and Current Revenue
        2. Gross Margin
        3. Geographical Share
        4. Business Segment Share
    4. Recent Developments
  7. Primary Interview Responses
  8. Annexure / Appendix
    1. Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Organization Size (Value)
        1. Small & Medium Enterprises (SMEs)
          1. Less than 50
          2. 50 to 250
        2. Large Enterprises
          1. 251 to 500
          2. 501 to 1000
          3. More than 1000
      3. By Industry (Value)
        1. Banking, Financial Services, and Insurance (BFSI)
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
      4. By Country (Value)
        1. United Kingdom
        2. Germany
        3. France
        4. Italy
        5. Spain
        6. Rest of Europe
    2. United Kingdom Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Organization Size (Value)
        1. Small & Medium Enterprises (SMEs)
          1. Less than 50
          2. 50 to 250
        2. Large Enterprises
          1. 251 to 500
          2. 501 to 1000
          3. More than 1000
      3. By Industry (Value)
        1. Banking, Financial Services, and Insurance (BFSI)
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
            1. Others
    3. Germany Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Organization Size (Value)
        1. Small & Medium Enterprises (SMEs)
          1. Less than 50
          2. 50 to 250
        2. Large Enterprises
          1. 251 to 500
          2. 501 to 1000
          3. More than 1000
      3. By Industry (Value)
        1. Banking, Financial Services, and Insurance (BFSI)
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
    4. France Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Organization Size (Value)
        1. Small & Medium Enterprises (SMEs)
          1. Less than 50
          2. 50 to 250
        2. Large Enterprises
          1. 251 to 500
          2. 501 to 1000
          3. More than 1000
      3. By Industry (Value)
        1. Banking, Financial Services, and Insurance (BFSI)
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
    5. Italy Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Organization Size (Value)
        1. Small & Medium Enterprises (SMEs)
          1. Less than 50
          2. 50 to 250
        2. Large Enterprises
          1. 251 to 500
          2. 501 to 1000
          3. More than 1000
      3. By Industry (Value)
        1. Banking, Financial Services, and Insurance (BFSI)
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
    6. Spain Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Organization Size (Value)
        1. Small & Medium Enterprises (SMEs)
          1. Less than 50
          2. 50 to 250
        2. Large Enterprises
          1. 251 to 500
          2. 501 to 1000
          3. More than 1000
      3. By Industry (Value)
        1. Banking, Financial Services, and Insurance (BFSI)
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
    7. Rest of Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Organization Size (Value)
        1. Small & Medium Enterprises (SMEs)
          1. Less than 50
          2. 50 to 250
        2. Large Enterprises
          1. 251 to 500
          2. 501 to 1000
          3. More than 1000
      3. By Industry (Value)
        1. Banking, Financial Services, and Insurance (BFSI)
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
  9. Companies Analyzed (In order to estimate the market size and/or understanding the market ecosystem) (Note that the purpose of the below list is to highlight the exhaustiveness of coverage. Only top 10 players are profiled in the scope. Additionally, we are open to profile additional company(s) on specific request)
    1. 8x8, Inc.
    2. Akio
    3. CONTENT GURU LIMITED
    4. NICE Ltd.
    5. Genesys Telecommunications Laboratories, Inc.
    6. Orange Business Services
    7. Altitude Software
    8. Aspect Software, Inc.
    9. Bright Pattern, Inc.
    10. Diabolocom SAS
    11. Dixa Services
    12. Enghouse Systems Limited
    13. Five9, Inc.
    14. inConcert Group
    15. Puzzel AS
    16. Talkdesk, Inc
    17. Vocalcom Group.
    18. Vonage Holdings Corp.
    19. Odigo SAS

List of Table:

Table 1: Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, YoY Growth Rate, 2016 – 2027

Table 2: Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 3: Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Organization Size, 2016 – 2027

Table 4: Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 5: Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, by Country, 2016 – 2027

Table 6: United Kingdom Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, 2016 – 2027

Table 7: United Kingdom Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 8: United Kingdom Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Organization Size, 2016 – 2027

Table 9: United Kingdom Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 10: Germany Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, 2016 – 2027

Table 11: Germany Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 12: Germany Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Organization Size, 2016 – 2027

Table 13: Germany Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 14: France Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, 2016 – 2027

Table 15: France Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 16: France Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Organization Size, 2016 – 2027

Table 17: France Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 18: Italy Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, 2016 – 2027

Table 19: Italy Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 20: Italy Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Organization Size, 2016 – 2027

Table 21: Italy Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 22: Spain Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, 2016 – 2027

Table 23: Spain Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 24: Spain Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Organization Size, 2016 – 2027

Table 25: Spain Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 26: Rest of Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, 2016 – 2027

Table 27: Rest of Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 28: Rest of Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts, By Organization Size, 2016 – 2027

Table 29: Rest of Europe Center Center as a Service (CCaas) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

List of Figure

Figure 1: Europe Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 2: Europe Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Organization Size, 2019 and 2027

Figure 3: Europe Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 4: Europe Contact Center as a Service (CCaas) Market Revenue Share Split (%), by Country, 2019 and 2027

Figure 5: Europe Contact Center as a Service (CCaas) Market Share Analysis and Matrix, 2019

Figure 6: United Kingdom Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 7: United Kingdom Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Organization Size, 2019 and 2027

Figure 8: United Kingdom Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 9: Germany Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 10: Germany Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Organization Size, 2019 and 2027

Figure 11: Germany Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 12: France Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 13: France Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Organization Size, 2019 and 2027

Figure 14: France Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 15: Italy Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 16: Italy Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Organization Size, 2019 and 2027

Figure 17: Italy Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 18: Spain Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 19: Spain Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Organization Size, 2019 and 2027

Figure 20: Spain Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 21: Rest of Europe Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 22: Rest of Europe Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Organization Size, 2019 and 2027

Figure 23: Rest of Europe Contact Center as a Service (CCaas) Market Revenue Share Split (%), By Industry, 2019 and 2027

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  • 2019
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