Frost & Sullivan: Need for Increased Functionality Drives EMEA Contact Center Systems Market

Frost & Sullivan: Need for Increased Functionality Drives EMEA Contact Center Systems Market PR Newswire LONDON, Dec. 13, 2012 -- Enterprises pushing for tighter integration between various contact center applications LONDON, Dec. 13, 2012 /PRNewswire/ -- Technology upgrades and migration to IP/SIP are key drivers for the contact center systems market in Europe, Middle East and Africa (EMEA). Revenue growth in the analytics segment is robust, followed by the quality monitoring (QM) segment. Despite the presence of large vendors, there still exists substantial scope for smaller and emerging companies to innovate and expand, particularly in the analytics and QM segment. New analysis from Frost & Sullivan (http://www.contactcenter.frost.com), EMEA Contact Center Systems Market, finds that the market earned revenues of €637.4 million in 2011 and estimates this to reach €811.3 million in 2017. The study covers six segments: inbound contact routing (ICR), interactive voice response (IVR), analytics, outbound dialler, QM, and workforce management (WFM) systems. "The most important factor for purchases of new contact center systems or upgrades to existing systems continues to be either the acquisition of new functionality or the replacement of systems that are fully depreciated and no longer deliver sufficient value," noted Frost & Sullivan ICT Senior Industry Analyst Suvradeep Bhattacharjee.