{"id":1820,"date":"2015-10-13T13:06:00","date_gmt":"2015-10-13T13:06:00","guid":{"rendered":"https:\/\/cloudbposervices.com\/uncategorized"},"modified":"2015-10-13T13:06:00","modified_gmt":"2015-10-13T13:06:00","slug":"call-centers-and-the-emea-region-a-different-look","status":"publish","type":"post","link":"https:\/\/cloudbposervices.com\/en\/call-centers-and-the-emea-region-a-different-look\/","title":{"rendered":"Call Centers and the EMEA Region: A Different Perspective"},"content":{"rendered":"

October 13, 2015<\/p>\n

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Recently released research is adding fuel to the fire regarding the growing popularity of the cloud as it relates to contact centers, especially in Europe, the Middle East, and Africa (EMEA).<\/p>\n

According to the research firm Frost & Sullivan (News<\/a> \u2013 Alert<\/a>), the growing consumer preference for self-education and self-help, along with the various ways these consumers share their thoughts, ideas, and more about brands on social media, is driving a major transformation within the contact center industry. Vendors and end-users alike are adapting to new interaction channels that offer richer self-service capabilities. Because of this, Frost & Sullivan says, vendors will need to stay ahead of the innovation curve to gain market share.<\/p>\n

That\u2019s the gist of F&S\u2019s new report, the \u201c2015 EMEA Contact Center Systems Buyers Guide,\u201d released last month.<\/p>\n

\u201cContact center systems suppliers in EMEA will need to expand more aggressively into related customer support areas such as omni-channel support, big data, and mobility,\u201d said Nancy Jamison, Principal Analyst at Frost & Sullivan\u2019s Information & Communication Technologies practice, in commenting on the study. \u201cIntegrating disparate solutions will accelerate the shift to omni-channel customer care.\u201d<\/p>\n

The report notes that in recent years, the recovering global economy has influenced some purchasing decisions and held back investment in new systems and upgrades. Now, the emergence of hosted and cloud services\u2014which allow companies to reduce capital and operating expenses on contact center solutions\u2014is having an even greater impact on market revenues.<\/p>\n

\u201cIn addition to discussing roadmap plans for various trends, buyers should understand how contact center system providers are addressing the cloud,\u201d Jamison says. \u201cWhether it makes sense for a company to move all or part of its systems to the cloud, it is imperative for end users to understand how this will affect their infrastructure and business in the long run and to make the right choice.\u201d<\/p>\n

Frost & Sullivan works with clients to harness innovation that addresses global challenges and related growth opportunities. Click HERE<\/a> to access a free download of the Executive Summary of the report.<\/p>","protected":false},"excerpt":{"rendered":"

October 13, 2015 Recently released research is adding more fuel to the fire about the expanding popularity of the cloud as it relates to contact centers, especially in Europe, the Middle East and Africa (EMEA). According to research giant Frost & Sullivan (News – Alert), the growing consumer preference for self-education and self-help, along with the […]<\/p>\n","protected":false},"author":1,"featured_media":1261,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[65],"tags":[],"class_list":["post-1820","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center-outsourcing"],"_links":{"self":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1820","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/comments?post=1820"}],"version-history":[{"count":0,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/posts\/1820\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media\/1261"}],"wp:attachment":[{"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/media?parent=1820"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/categories?post=1820"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cloudbposervices.com\/en\/wp-json\/wp\/v2\/tags?post=1820"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}