On Tuesday 24 June, the market survey 'CCaaS made in Europe' was published. This independent overview of European-based providers of (cloud-based) contact center software was compiled by the editors of Ziptone. The market survey contains 51 extensive and 22 concise descriptions of European suppliers and their contact center platforms.

 

The market overview 'CCaaS made in Europe' is intended as a tool for organizations that want to reconsider their use of services from (mostly American) established players and hyperscalers. With the market overview, Ziptone wants to help organizations think about a plan B, especially when there are reasons to remap and/or limit dependencies and risks around software, data and infrastructure.

The market overview shows that there are sufficient alternatives available for the predominantly American supply of CCaaS solutions. The exploration looked at both guarantees around security and data sovereignty as well as contact center functionality.

Reducing dependency is not a piece of cake

CCaaS platforms are not islands in the digital sea; they require a range of IT components to function. They also almost always contain connections to other applications, such as databases, CRM, ERP or WFM. This makes it seem difficult to reduce the dependency on American technology providers, but changing CCaaS solutions is relatively easy. Thousands of organizations have migrated from on-premise to cloud-based contact center solutions in recent years; often choosing a completely new solution.

In addition to the profiles of European CCaaS providers, the report therefore also contains a series of articles on current issues surrounding the IT stack of contact centers.

The report is written in English and is freely accessible as an online PDF at www.ziptone.nl/ccaas. It is also available as hardcopy (148 pages, English, 99 euros excluding postage and VAT). You can order by sending an email to info@ziptone.nl.

Featured, Technology