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Industry Research : ISG Index: EMEA Sourcing Up 10% in 2019 as Businesses Seek to Reduce Costs Amid Uncertainty

#contactcenterworld, @ISGplc

The value of outsourcing contracts in the EMEA region rose 10 percent in 2019 as businesses sought to counter economic uncertainty by reducing costs and investing in digital solutions, according to the latest state-of-the-industry report from Information Services Group (ISG) (Nasdaq: III), a global technology research and advisory firm.

The EMEA ISG Index™, which measures commercial outsourcing contracts with annual contract value (ACV) of €5 million or more, shows combined market ACV (including both as-a-service and managed services) in EMEA reached €17.1 billion in 2019, fueled by a notably strong second half. Managed services ACV, at €10.7 billion, rose 8 percent compared with the prior year, while as-a-service values set a new high of €6.4 billion, an increase of 13 percent. As-a-service accounted for 37 percent of the EMEA market in 2019.

Managed services growth was driven by a rebound in business process outsourcing (BPO) ACV, which rose 61 percent compared with a much softer performance in 2018. Large contract awards and strength in facilities management and contact center services boosted activity. By contrast, information technology outsourcing (ITO) ACV fell 3 percent as demand for infrastructure deals waned.

ACV in both Software-as-a-Service (SaaS) and Infrastructure-as-a-Service (IaaS) both hit record levels in 2019. The SaaS market climbed 13 percent with broad adoption of SaaS solutions across the region while the IaaS market grew 12 percent.

"The macroeconomic headwinds blowing across Europe have resulted in an acceleration, rather than a slowing, of the pace of digital change in the region," said Steve Hall, president of ISG. "Digital has become the default position for enterprises in today’s technology-driven world. Enterprises are exploring options for cost savings and reinvesting those gains in technologies that will enable them to transform their customer experience and compete with upstart disruptors."

2019 Full-Year Market Insights

U.K. and Ireland

Combined market ACV in the U.K. and Ireland rose 13 percent in 2019, reaching €5.5 billion, its best year since 2012. Despite ongoing uncertainty over Brexit, clients are considering larger IT investments and focusing on digital transformation and the use of technology to drive productivity and improve customer experience.

Managed services ACV was up 15 percent, to €3.3 billion, versus 2018. ITO values slipped 4 percent as gains in infrastructure awards were not enough to offset weakness in application development and maintenance (ADM) transactions. BPO ACV climbed markedly, up more than 50 percent, owing to strength in facilities management and industry-specific BPO.

As-a-service ACV exceeded €2 billion for the second year in a row and now accounts for 40 percent of the combined market in the U.K. and Ireland. Both SaaS and IaaS reached new highs. SaaS rose 8 percent and IaaS 10 percent over 2018 totals.

DACH

Combined market ACV of €4.7 billion in DACH was down 1 percent in 2019 in the face of economic unease, especially in the manufacturing and energy sectors. Despite the slight drop in ACV, 2019 was DACH’s second-best-ever performance as clients align their managed services strategies and digital investments.

DACH saw the highest growth in as-a-service contract value of all the major European markets, up 22 percent in 2019, to €1.8 billion. As-a-service now comprises 38 percent of the combined market. With increases of 22 percent in both SaaS and IaaS, clients are continuing to move toward hybrid and multi-cloud environments.

Managed services ACV in DACH dropped 11 percent, to €2.9 billion, as the number of contract awards fell to its lowest level since 2015. ITO ACV fell 25 percent on poor results in ADM and infrastructure. BPO ACV of €668M was significantly ahead of prior years, boosted by an increase in multi-function transactions and facilities management.

Nordics

Combined market ACV in the Nordics set a record in 2019, rising 15 percent year-on-year to reach €2.1 billion. The growth was supported by gains in both managed services and as-a-service values.

Managed services ACV rose 17 percent, to €1.4 billion, with strength in ADM transactions and infrastructure driving growth. BPO, though a smaller market, grew 20 percent due to strength across most functional areas.

As-a-service ACV, up 12 percent, reached an all-time high of €735 million, and now accounts for 35 percent of ACV in the Nordics’ combined market, up from 21 percent just three years ago.

France

Combined Market ACV in France reached €1.3 billion, an increase of 15 percent over 2018 and its best result in the past five years. Growth was fueled by increases in both managed services and as-a-service ACV.

Managed services ACV reached its highest point in five years, up 23 percent, to €920 million. Robust contracting activity led to a record number of awards, up 38 percent from 2018. ITO increased 34 percent for the period, lifted by infrastructure, which surged 47 percent, and applications, which grew 25 percent. The smaller BPO market declined 20 percent on softness in facilities management and R&D outsourcing.

As-a-service ACV in France reached €406 million, slightly ahead of 2018 totals and accounting for 31 percent of the combined market ACV. SaaS rose 6 percent, while IaaS slipped 1 percent.

Sector Breakdown

Despite travel-related bankruptcies in Europe, the travel and transport sector saw 12 percent growth in managed services contract value in 2019. Travel firms are rationalizing their services and focusing on cost reduction. As-a-service contracts were up 15 percent as digital technologies make collaboration across multiple industry participants more dynamic and push firms to adopt a customer-focused mindset.

Manufacturing growth soared in the U.K. and Ireland, up 72 percent, but declined in DACH and France, down 16 percent and 12 percent, respectively. As-a-service contacts grew 10 percent across EMEA in 2019, as companies leverage new technology and digitization in smart manufacturing, Internet of Things, and mobile and digital platforms.

Financial services combined market ACV rose 14 percent in 2019 as banks look to transform customer experience and digitize services. Growth was registered in all the major European markets, except DACH where values dropped 19 percent.

#contactcenterworld, @ISGplc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.globenewswire.com


About ISG Plc:
Company LogoISG Plc is an international construction services company delivering fit out, construction and a range of specialist services, with 31 offices worldwide. The company works with owners, developers and occupiers in the public and private sector for an extensive range of industries. ISG Plc was established in 1989 and has been quoted on AIM since 1998. Today the company has a turnover of around £1.3 billion.
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Today's Tip of the Day - Make Self Service A Breeze

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Published: Monday, February 3, 2020

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2024 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Premium Listing
iNextrix Technologies

iCallify
iCallify: intelligent call center software is one of the most popular products offered by iNextrix. iCallify is developed using cutting edge technologies as well as the predictive sphere of artificial intelligence. This call center software has some intelligent features along with the standard features available in other call center solutions. Thus, it is truly an intelligent call center software solution.
This intelligent call center software is built to benefit all businesses, no matter what industry vertical they belong to. This call center software has features to empower different campaigns in different call centers and businesses.


3.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

4.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

5.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

6.) 
Allstream

Contact Center
Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience.

7.) 
Alvaria

Alvaria Cloud
Alvaria Cloud is the only enterprise cloud contact center solution that allows you to adopt best-of-breed Customer Experience (CX) and Workforce Engagement Management (WEM) applications modularly. Start with one or more applications and then add applications with ease when ready for additional capabilities, as your needs change. With the Alvaria Cloud Platform, you have the advantage of knowing that all provisioning, security, user management and other administrative tasks are already configured and in place.

8.) 
Alvaria

Noble Contact Center
Noble offers a modern communications platform for optimizing all customer interaction. Put Noble’s unified platform to work for you — building performance and productivity, improving the quality and effectiveness of customer contacts, and reducing costs. With the critical software technologies that contact centres need most, our solutions provide seamless integration to existing corporate environments, reduce your learning curve and protect your technology investments.

9.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

10.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

11.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

12.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers find the best possible solution for their business.
We represent the leaders for CCaaS, CPaaS, SD-WAN, SASE, SIP. We identify the best fit for our customers and help them manage the lifecycle of the customer engagement. We also have an excellent solution for mobile marketing and can raise call acceptance by more than 50% with a Next Generation caller ID for mobile phones.
We solve problems and give our customers time back to run their business. Give us a call we have world class expertise and resources that can help you build an exceptional customer experience.

13.) 
Callnfax

Voice & Video Services at the Speed of Business
CallnFax offers global virtual telephone numbers with Flat-Rate pricing, A-Z termination service with full CNAM support, and full-featured video meeting solutions. CallnFax has been delivering reliable solutions since 2009, accompanied with personalized customer support, designed for Call Centers, Contact Centers, and Global Enterprise.

14.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

15.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

16.) 
ContactCenter4ALL

CC4Teams
Contact Center solutions; that is what we do! So we know, like no other, that integrating natively with Microsoft, making our solution available on the same screen is what your customer contact team needs. CC4Teams enhances Microsoft Teams with features and adds additional functionality to use Microsoft Teams as a complete Omni-ChannelContact Center solution.

For example, CC4Teams adds our proprietary drag and drop IVR (no code needed), ad-hoc or scheduled call recording, operator attendant, historical and real-time reporting (integrates with Microsoft PowerBi), wallboards, home workers, supervisor functionalities, and skilled based routing directly to Microsoft Teams.
The intuitive CC4...
(read more)

17.) 
Contaque

Contaque VERVE
Cloud or On-Premise? Elevate Customer Experience Either Way with Our Contact Center Solutions!

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234

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