2021 年歐洲 CCaaS（聯絡中心即服務）市場：Frost Radar
Frost Radar: European Contact Center as a Service (CCaaS) Market, 2021
歐洲 CCaaS（聯絡中心即服務）市場仍處於增長階段，並受到廣泛關注。超過 150 家各種規模的供應商參與了這個市場，為金融服務、醫療保健、公用事業、零售、教育、酒店和旅遊等眾多行業的公司和組織提供解決方案。到 2020 年，整個歐洲加速遷移到雲，這在很大程度上消除了對任務關鍵型應用程序的多租戶雲部署的擔憂。本報告調查了歐洲 CCaaS（聯絡中心即服務）市場，並提供了市場概況，以及戰略推動力、增長機會和進入者概況。
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The European contact center as a service (CCaaS) market is enjoying significant attention, although it remains in a growth stage. The market comprises more than 150 vendors of varying sizes that offer solutions to companies and organizations across a broad range of verticals, with financial services, healthcare, public sector, utilities, retail, education, hospitality, and tourism among the most prominent. The migration to the cloud accelerated across Europe in 2020, and concerns about multi-tenant cloud deployment of mission-critical applications have largely dissipated. Also, companies have realized that the cloud offers a flexible and agile means of improving CC functionalities at highly competitive prices and with predictable monthly invoices.
The COVID-19 pandemic has pushed every contact center in Europe to embrace the work-at-home-agent (WAHA) modality and move their employees out of their offices to their homes (e.g., 68.8% of the outsourced agents serving European companies were working remotely by the end of 2020). Owing to the challenges brought about by the new normal, CCaaS vendors and service providers had to respond to the remote working needs of the industry quickly, provide free/trial offers for remote agents, position aggressive pricing models, and accelerate the migration to the cloud or hybrid deployment alternatives in a remarkably short timeframe. In addition, new reward, recruitment, and training models were implemented to support the remote modality. The post-pandemic scenario will likely feature a hybrid CC environment in which many employees and agents perform their tasks-either part-time or full-time-from a remote location.
This Frost Radar™ reveals the market positioning of 20 companies using their Growth and Innovation scores as highlighted in the Frost Radar™ methodology. The document presents competitive profiles for each of the companies based on their growth and innovation, including a small discussion on their positioning and potential next steps. Frost & Sullivan analyzes hundreds of companies in the industry and benchmarks them across 10 criteria on the Frost Radar™, where the leading companies are then positioned. Industry leaders on both the Growth and Innovation indices are recognized as best practice recipients.