Frost Radar™: European Contact Centre as Service Market, 2020

Published by Genesys

In recent years, cloud-based technology designed for contact centres has become more robust, offering access to all of the features that on-premise solutions provide yet with the added benefit of being hosted over the Internet, allowing businesses to quickly deploy services across multiple geographies.

The COVID-19 pandemic is having a two-sided impact on CCaaS vendors. Vendors are benefitting from higher adoption of cloud technologies due to a shift towards home-based work models; however they are affected by the negative impact that the crisis is having on many customers, especially those that are active in the hospitality, tourism, transport, and outsourcing sectors. CCaaS vendors that have introduced video chat channels are witnessing a positive impact in terms of sales growth.

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