IntroductionTelcos have traditionally offered a variety of contact center services; these have complemented their core competency: managing copper networks and the products/services that could easily be operated through them.
Deregulation of the European telecoms industry and the rise in the use of sophisticated CRM technologies means the provision of contact center solutions has become more competitive.ScopeKey trends in technology, strategy and business drivers are identified and discussed.Strategic recommendations for European Telcos and Vendors.Analyzes the European market for contact center technologies to 2009.Discusses the necessity of hosted managed service models, drawing distinctions between dedicated and multi-tenanted solutions.HighlightsEurope's mature contact center market and the sophistication of customer needs has led to an evolution of services offered by telcos, from the role as traditional resellers to becoming hosted solutions providers.
Can the telcos provide value added services that are distinct from their competitors?Profiles of some leading European telcos, understanding their managed service offerings.Reasons to PurchaseUnderstand where and how the contact center technology market will grow in Europe.Profiles leading European Telecom companies, analyzing their performance and strategies.Identifies the opportunities for growth in a tightening market.