target audience: TECH SUPPLIER  Publication date: Nov 2022 - Document type: Market Share - Doc  Document number: # EUR149830522

European Contact Center Market Shares, 2021: Vendors Shaping 2021

By:  Oru Mohiuddin Loading

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Abstract


The IDC Market Share study examines the European contact center vendor landscape, looking at market competition and how players are differentiating their services through innovations.

"While contact center remained dynamic between 2020 and 2021 with wide-ranging innovations geared toward enhanced customer experience, looming economic challenges pose a threat to the market. Vendors that can help drive cost reduction through automation have competitive advantages," said Oru Mohiuddin, senior research manager, IDC European Unified Communications and Collaboration.



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