This research service examines the European Contact Center as a Service (CCaaS) market. The market comprises full suite hosted interactive voice response (IVR), omnichannel customer experience analytics, reporting insights, customer self-service capabilities, automatic call distribution (ACD), chat, outbound, and agent performance optimization (APO) applications.
The study analyzes the total market size in the base year 2021 and provides forecasts until 2027 for Europe, including France, Germany, Italy, Nordics, the Rest of Europe, Spain, and the UK. Cloud penetration and market growth vary across sub-regions.
The study discusses revenue by solution type (omnichannel engagement and routing, work from office [WFO] and workforce engagement management [WEM], reporting and customer analytics), vertical (banking, financial services, and insurance [BFSI], public sector, insurance, outsourced contact centers, retail, utilities, telecommunications, travel and hospitality, and others), and deployment size (large enterprise, medium enterprise, small enterprise) segments.
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