December 12, 2012
Strong Potential for Niche Call Center Technology Players in EMEA Region
By Tracey E. Schelmetic
While the contact center technology industry may have been born in the U.S., it’s growing up in other parts of the world – most notably, Europe, the Middle East and Africa, a region commonly called “EMEA.”
Growth in this region has been brisk, and with the growth has come technology upgrades. The region’s contact centers are rapidly migrating to IP/SIP, which has been a strong driver for growth in technology in the contact center-heavy nations in the region.
Call center platforms and telephone systems aside, growth has also been brisk in more advanced call center functionality, including analytics, workforce optimization and quality monitoring.
While the largest of solutions providers have established footholds in the region, some experts say there is still room for smaller and emerging companies willing to innovate and expand in the region, most notably in the analytics and quality monitoring segment. And while there are a number of contact centers, both in-house and business process outsourcing-oriented, many of these organizations are equipped simply to handle phone calls and not the multimedia experiences that customers are coming to expect from the companies with which they do business.
Today’s more modern contact center tools incorporate the transition from voice only to multichannel interactions.
In keeping with this opportunity, research organization Frost & Sullivan (News - Alert) recently published a report called “EMEA Contact Center Systems Market,” which found that the market for advanced contact center technologies in EMEA earned revenue of the equivalent of $832.8 million in 2011, and estimates that this figure will reach $1.06 billion by 2017.
The technologies that will fall under this growth umbrella include inbound contact routing (ICR), interactive voice response (IVR), analytics, outbound dialing technology, quality monitoring and workforce management (WFM) systems.
Some analysts are uncertain how the market for these advanced contact center tools will proceed, given the disruptive influence of cloud-based contact centers in the EMEA region. There is also the potential that uncertain economic conditions in the region will stifle the growth and penetration of more advanced contact center technologies.
Furthermore, a Frost & Sullivan report published in October predicted low growth for the once-robust call center outsourcing industry in EMEA, thanks to both a mix of economic uncertainties and competition from in-house contact centers.
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Edited by Braden Becker