EMEA Inbound Contact Routing Systems Markets

EMEA Inbound Contact Routing Systems Markets

This strategic analysis is part of Frost & Sullivan’s continued coverage of the EMEA contact centre market. The scope of this research study includes ACD, CTI, SIP and multimedia contact routing systems deployed on-premise (CPE). Within this analysis, Frost & Sullivan has identified trends, drivers and restraints in the EMEA market. The EMEA region is segmented as UK, Germany, France, Spain, Italy, Portugal, Benelux, Scandinavia, Eastern Europe, Rest-of-Europe, and Middle East and Africa. This study provides market size, market shares, forecasts and regional revenue breakdown. Vendor solution offerings and strategies are analyzed in a competitive framework and considerations for market penetration and growth are proposed.
Table of Contents


Summary of Major Findings
Scope and Methodology 8
Product Definitions 11
Market Trends 13
Pricing Trends 22
Market Engineering Measurements 24
Market Analysis
Market Drivers 26
Market Restraints 31
Revenue Forecasts 36
Demand Analysis By Country/Region 39
Competitive Analysis
Vendor Market Shares 41
Vendor Product Offerings 44
Vendor Profiles 47
Aastra Technologies 49
Alcatel-Lucent 50
Altitude Software 52
Aspect Software 53
Avaya 55
Cisco Systems 57
Cosmocom 59
Interactive Intelligence 60
Mitel 61
Siemens Enterprise Communications 62
Zeacom 64
Strategic Recommendations
Recommendations for Vendors 65
About Frost & Sullivan 69


List of Figures
Inbound Contact Routing Systems Market: Market Drivers Ranked in Order of Impact (EMEA), 2010-2016 27
Inbound Contact Routing Systems Market: Market Restraints Ranked in Order of Impact (EMEA), 2010-2016 32
Inbound Contact Routing Systems Market: Revenue Forecasts (EMEA), 2008-2016 37
Inbound Contact Routing Systems Market: Demand Analysis by Country/Region (EMEA), 2009-2016 40
Inbound Contact Routing Systems Market: Vendor Market Share by Product Revenue (EMEA), 2008-2009 42
Inbound Contact Routing Systems Market: Products Offered by Major Vendors (EMEA), 2010 45


List of Charts
Inbound Contact Routing Systems Market: Market Engineering Measurements (EMEA), 2009 25
Inbound Contact Routing Systems Market: Revenue Forecasts (EMEA), 2008-2016 38
Inbound Contact Routing Systems Market: Market Share by Product Revenue (EMEA), 2008-2009 43