#contactcenterworld

Munich, Germany, Nov 16, 2021 -- NFON, a European provider of voice-centric business communications from the cloud, and the Czech market provider for contact center as a service (CCaaS) solutions, Daktela, announced their strategic partnership in the field of cloud-based contact center solutions. The goal is to broaden NFON's product portfolio in the field of CCaaS and significantly expand this business area. The new omni-channel contact center product "Contact Center Hub" will form the basis for this.

Dr Klaus von Rottkay, CEO of NFON AG, explains: "There is enormous pressure on European companies to keep digitalising in order to remain competitive, particularly when it comes to business communications. The customer communication interface is the key success factor here. While larger companies are sometimes a step ahead already, many medium-sized companies are only just starting this important process. Through our partnership with Daktela, we offer European companies a technologically outstanding solution here. We have a strong partner in Daktela that bears the seal of quality 'Made in Europe' for our solutions."

Numerous studies show[1] that digitalisation of customer interfaces is becoming increasingly important for companies of all sizes. There is thus a growing need for professional yet easy-to-use contact center solutions. Key criteria that the Contact Center Hub fully meets include possibility for contact via all communication channels (omni-channel communication), integration capacity, reliability, and support.

Richard Baar, CEO and founder of Daktela s.r.o., comments: "We started concentrating on the contact center market at an early stage. This market has its special characteristics, particularly including high requirements for availability, support, and a degree of adaptability. With our product, we quickly became the leading provider. Now we are entering the next stage of our expansion together with NFON."

The CCaaS market in Europe accounted for around 27% of the total contact center market at USD 778 million in 2020. Up until 2027, an average growth rate of 17% a year is anticipated. This corresponds to around USD 2.3 billion. Companies with 50 to 1,000 employees - NFON's strategic sweet spot - account for around 80% of the total CCaaS market in Europe.

Jan Forster, CMO of NFON AG: "Although the market for UCaaS is still developing rapidly, the next wave of disruption is already approaching. Business communication no longer just means conventional communication in the form of telephone calls, videos and meetings, but rather will keep developing along a company's value chain. The strategic partnership between Daktela and NFON now gives us the opportunity to tap additional market potential in Europe. Integration in processes and customer contact will be key to companies' further development. We will map both aspects in our new portfolio structure."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.dgap.de

Date Posted: Wednesday, November 17, 2021