European Contact Center Forecast, 2024-2028

This IDC Market Forecast examines the European contact center market, with breakdowns for cloud and on-premises applications and by key geography. It also outlines major market trends and provides recommendations for market players. The European contact center market is projected to grow significantly from 2023 to 2028, driven by the adoption of GenAI and other AI technologies. Key trends include the shift to cloud platforms, the rise of digital channels, and the importance of employee experience. Investments in GenAI, integrated IT stacks, and structured knowledge bases are becoming crucial. The market is also moving toward unified platform-based infrastructures and increased back-office integration, enhancing data aggregation and personalized customer interactions."Generative AI is set to revolutionize European contact centers, driving growth and transforming customer and employee experiences. However, some practical challenges need to be overcome," said Oru Mohiuddin, research director, European Unified Communications and Collaboration and Contact Centers.