European Contact Center Forecast, 2022–2027

IDC Market Forecast Figure

• Figure: European Contact Center Revenue Snapshot

Executive Summary

Advice for Technology Suppliers

• Invest in AI and Automation

• Figure: Frequency of Channels Used for Brand Engagement

• Develop Digital Channels and Create Seamless Experiences Throughout the Customer Journey

• Enable Integration with CRMs and Third-Party Business Apps Through APIs

• Develop a Unified Platform for Seamless Customer Experience

• Develop the Option for Workforce Engagement Management

• Incorporate Robust Security into Offerings

• Target IT Departments Along with Lines of Business

Market Forecast

• Table: European Contact Center Applications Software Revenue and Growth by Deployment, 2022–2027 (Constant $M)

• Table: European Cloud Contact Center Applications Software Revenue and Growth by Country/Subregion, 2022–2027 (Constant $M)

• Table: European On-Premises Contact Center Applications Software Revenue and Growth by Country/Subregion, 2022–2027 (Constant $M)

Market Context

• Drivers and Inhibitors

• Drivers

• Growing Focus on CX

• Increased Investment in AI

• Inhibitors

• Economic Adversity

• Significant Market Developments

• AI/Automation Is a Key Priority for Contact Centers

• Generative AI to Transform Contact Centers

• RPA to Simplify Regulatory Compliance

• Advanced Logic Adding More Layers to Automation

• Growing Reliance on Data Analytics and Reporting to Drive Performance

• Digital Channels Continue to Gain Traction

• Vendors Shifting to Platform-Based Solutions

• CPaaS Is Complementing CCaaS to Drive Automation

• Contact Centers Are Asking for Back-Office Integration

• Changes from Prior Forecast

• Figure: European Contact Center Applications Software Revenue, 2023–2027: November 2022 Forecast Versus August 2023 Forecast (Constant $M)

Market Definition

Methodology

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