This IDC Market Forecast examines the European contact center market, with breakdowns for cloud and on-premises applications. It also contains breakdowns by key geographies. The study outlines major market trends and provides recommendations for market players.
"Contact center is going through a transformational phase as customer philosophy shifts from one-time transactional interactions to improving customer experience across different touchpoints along the customer journey. Contact center providers should quickly adopt the new philosophy or else they may risk being outdated and eventually pushed out of the market," said Oru Mohiuddin, research manager, IDC Enterprise Communications and Collaboration Services.
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