Market Analysis

  • Contact centre outsourcing services in Europe to reach $16.48bn in 2019

    Against a backdrop of stagnant economies and relatively rigid labour markets, the European contact centre outsourcing market is pressing ahead, observe pundits at Frost & Sullivan. Powerful consumer trends, along with the expansion of automated and non-voice channels, are adding momentum to technology-based customer engagement.
  • Report highlights productive working paradox

    The paradoxes businesses face in creating productive working environments has been revealed by Jabra in its new report, 'Productivity at the Office - Challenges 2015'.
  • EMEA security appliances remains flat

    The total EMEA security appliance market has remained flat despite strong growth from unified solutions, says IDC. IDC's EMEA Quarterly Security Appliance Tracker shows that the EMEA security appliance market reached $837.65m in 2Q15, a 0.2% year-on-year decline because of falling prices. Shipments increased 4.0% year on year to 183,885 units.
  • Consumers frustrated by call centres

    Survey results suggest that more than 15 million UK adults rank being stuck on hold with a telephone operator their top annoyance of 2015. The findings correlate with fresh data showing that almost one in three UK customer care managers believe their biggest weakness is reliance on old customer service techniques, including traditional call centres.
  • Career defining 'moments that matter' for IT leaders

    So called 'moments that matter' are key to the career trajectory of senior IT leaders in UK, France and Germany, rather than day-to-day activities. More than three-quarters of respondents (77%) believe their career success is defined by key moments that generate recognition and deliver success for the wider organisation.
  • Public sector barely gets going on cloud journey

    Despite the Government's Cloud First strategy only 2% of public sector IT managers see their sector as highly pro-cloud according to research by UK cloud services provider Redcentric.
  • Cloud or hybrid contact centre options have the edge, says research house

    Consumer preferences for self-education and self-help, coupled with the prolific way they broadcast thoughts, ideas, compliments and complaints about brands on social media, is forcing a sea change within the contact centre industry, according to analysis from Frost & Sullivan.
  • Active 5G connections to reach 240 million by 2025

    A new report from Juniper Research forecasts rapid adoption for 5G from 2025 onwards, with active connections representing a threefold increase from 2024 to reach 240 million by then. However, this will represent a limited global reach, accounting for approximately 3% of global mobile connections.
  • UK SMEs take global lead in tech adoption, claims research

    The UK SME sector is taking a global lead when it comes to embracing new software technology - but only when it is absolutely necessary to do so. These are some of the findings of a global research study commissioned by business software provider Exact that compares how SMEs in different countries stack up against each other when it comes to technology adoption.
  • 5G service revenues forecast to exceed $65 billion by 2025

    A new report from Juniper Research forecasts a healthy adoption for 5G, with service revenues set to exceed $65 billion by 2025, compared to just $100 million during its first year of commercial services in 2020. This figure would represent approximately 7% of all operator-billed service revenues.


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