{"id":334114,"date":"2020-08-19T09:40:44","date_gmt":"2020-08-19T16:40:44","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=334114"},"modified":"2020-08-19T09:40:44","modified_gmt":"2020-08-19T16:40:44","slug":"implications-of-the-frost-radar-european-contact-centre-as-a-service-market-2020-report","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/implications-of-the-frost-radar-european-contact-centre-as-a-service-market-2020-report","title":{"rendered":"Implications of the Frost Radar\u2122 European Contact Centre as a Service Market 2020 Report"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text][\/vc_column_text][vc_column_text]\u201cSteady as she goes,\u201d might have been the motto for the contact centre as a service (CCaaS) segment until early 2020. Not complacency: simply allowing market forces to act as the cloud becomes business as usual and on-premise contracts expire. But the advent of the COVID-19 pandemic has thrown that all up in the air.<\/p>\n

Genesys innovation leads the pack<\/strong><\/p>\n

When it comes to predictions, the Frost Radar\u2122 report on the European Contact Centre as a Service Market<\/a> published by Frost & Sullivan in 2020 might have come a tad late to the party. The report says 2019 showed nearly 18% growth over the previous year, while cloud-based solutions will increase from 17% of the European market in 2019 to 33% by 2024. It\u2019s too early to tell exactly what effect the new normal might have on CCaaS take up, but it\u2019s arguable the charts are likely to point even more strongly north.<\/p>\n

Nevertheless, among some 150 participants in the European market, the Frost Radar\u2122 supplier-side findings are bang on. Genesys software outranks the competition on both growth and all-important innovation indices. That leadership stems from the ability of Genesys to offer an all-in-one cloud contact centre platform, a myriad of high-quality native features, a simple user interface, and unmatchable customisation capabilities.<\/p>\n

In particular, the report remarks how Genesys has invested heavily in the development of state-of-the-art applications for predictive engagement and embedding artificial intelligence (AI)<\/a> capabilities in customer experience (CX) tools. That has established a clear Genesys lead in \u201cthe cloud-based customer engagement market.\u201d<\/p>\n

\u201cGenesys is innovating faster than anyone in the industry,\u201d says the report. In fact, in recent years our company\u2019s R&D efforts have been supplemented by a dozen strategic acquisitions. They bring into play, for example, new speech analytics, self-service, and native cloud technologies much quicker than we could develop them ourselves. Or than our competitors could, come to that.<\/p>\n

Strategic insight informs the future<\/strong><\/p>\n

So far, so fabulous. However, returning to volume-related predictions, the Frost Radar\u2122 report notes the number of cloud-based agents in Europe grew from 420,000 to 780,000 between 2015 and 2019 and is expected to increase to over 1.5 million in the next five years. In the wake of COVID-19, changes in industry dynamics (like department stores and chains dropping like dominoes and service interactions going virtual) may drive those numbers even higher. The question is, where are all those agents going to be and what will they be doing?<\/p>\n

One of the three strategic insights offered by Frost & Sullivan is that work at home agent (WAHA) models were relatively slow to take off in Europe. However, \u201csignificant growth is expected over the coming years [and] CCaaS platforms<\/a> are necessary for WAHA systems in the CX space.\u201d Against that background, all companies were caught short by COVID-19. Many had to make do and mend to allow their agents to take refuge in their own homes. They definitely won\u2019t make the same mistake again.<\/p>\n

Be sure then that the pandemic and its aftermath will be not only a major driver of WAHA growth, but also a wake-up call for organisations to revisit their business continuity plans. Both will be CCaaS-enabled; on-premise models simply don\u2019t have the flexibility to operate under extreme, disrupted business and social circumstances. And note that WAHA isn\u2019t the only remote working scenario we\u2019ll have to plan for.<\/p>\n

Meanwhile, first-rate WFO tools<\/a> operating around new metrics will be complemented by more flexible deployment options and even-simpler-to-use interfaces. And, once the poor relation, HR angles are already coming straight to the CX technology cause.<\/p>\n

Addressing such matters is front of mind for the Genesys R&D program. As well as maintaining our CX market lead underlined in the Frost Radar\u2122 report, our scientists are focusing on new scalability, availability, WFO, and WAHA wellbeing techniques to keep our customers and their people secure in the new normal. And, even, thinking far enough ahead to whatever next normal might succeed that.<\/p>\n

To find out more get your copy of the full report here.<\/a>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text][\/vc_column_text][vc_column_text]\u201cSteady as she goes,\u201d might have been the motto for the contact centre as a service (CCaaS) segment until early 2020. Not complacency: simply allowing market forces to act as the cloud becomes business as usual and on-premise contracts expire. But the advent of the COVID-19 pandemic has thrown that all up in the […]<\/p>\n","protected":false},"author":790,"featured_media":0,"template":"","tax_priority":[],"tax_blogtype":[17761],"tax_blogcategory":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-334114","blog","type-blog","status-publish","hentry","tax_blogtype-genesys-executives-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/334114","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/790"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/334114\/revisions"}],"predecessor-version":[{"id":334132,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/334114\/revisions\/334132"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=334114"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=334114"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=334114"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=334114"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=334114"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=334114"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=334114"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=334114"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=334114"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=334114"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=334114"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=334114"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=334114"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}