New and Improved Forms of Analytics Help Sustain Growth in Mature EMEA Contact Center Market


callbnglaDemand for contact center analytics capabilities, enhanced application functionality, and the addition of new contact channels such as social and mobile contact are pockets of growth in the highly competitive, mature and declining EMEA on-premise contact center systems market. Companies must differentiate offerings through the seamless integration of applications, the use of enhanced traditional contact center analytics, and new forms of analytics.

“Leading on-premises product vendors are continuing to expand their hosted/cloud offerings, both directly and via channel partners, in order to reduce customer churn to pure-play hosted/cloud solution providers,” said Customer Contact Research Analyst Nancy Jamison. “Of the major vendors, Genesys and Interactive Intelligence are the most successful in navigating this transition.”   Read more

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