QYResearch: The EMEA market for Contact Center is expected to reach about 16422.17 Million USD by 2022

A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management (CRM).

According to QYResearch, The EMEA market for Contact Center is expected to reach about 94384.37 Million USD by 2022 from 70954.11 Million USD in 2016, registering a Compounded Annual Growth Rate (CAGR) of 4.87% during the analysis period, 2016-2022. The market for Contact Center is highly fragmented with players such as Teleperformance, Convergys (Stream), Sykes Enterprises Inc, Transcom, Atento, Arvato, West Corporation, Acticall (Sitel), TeleTech Holdings Inc, Comdata Group, Serco, Concentrix and so on.

The creation of the multi-media contact center reflects the confluence of exciting changes in technology and new developments in customer service thinking. The massive rise and appeal of the Internet have given birth to many new ways for customers to contact the companies they deal with. E-mail, text chat and a host of newer technologies give us more chances to engage in a dialogue with any company we choose in a matter of seconds.

Companies are realizing that how they handle this interaction is crucial to keeping customers and developing them for greater returns. Integrating phone, e-mail and other channels to provide a comprehensive customer service solution is crucial. Providing the customer with the same high-quality response, no matter how the company is contacted, is a major goal of all call centers involved with developing their contact center solution.

Europe is the major contributor in this region. However, countries in Eastern Europe and Africa are seen as potential markets for contact center functions. EMEA's close proximity to business service outsourcing clients in the US and Europe offers the benefits of time saving, high-quality service, and customer satisfaction, making the region a favorable location for contact center functions.

The contact center systems market in Europe, the Middle East, and Africa (EMEA) is mature, with numerous entrenched suppliers with large installed bases of contact center systems. While mature, the market is still growing, and contains a mix of local vendors, legacy premise-based participants that offer system solutions, as well as those also offering cloud-based solutions.

Some countries in EMEA such as South Africa, Tunisia, Ghana, Kenya, Poland, Hungary, the Czech Republic, Saudi Arabia, and Slovakia are expected to be key contributing countries over the next six years.

Despite the presence of competition problems, due to the EMEA recovery trend is clear, investors are still optimistic about this area, the future will still have more new investment enter the field. Even so, the market for Contact Center is intensely competitive .The study group recommends the new entrants just having money but without technical advantage and upstream and downstream support do not to enter into this field.

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