target audience: TECH SUPPLIER Publication date: Nov 2024 - Document type: IDC Survey - Doc Document number: # EUR151757424
European Enterprise Communications and Collaboration Survey, 2024: Attitudes to Contact Centers
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Abstract
This IDC Survey summarizes key trends in the European contact center market. It draws on data from IDC's 2024 European Enterprise Communications and Collaboration Survey (ECCS). The report examines end-user preferences for on-premises, cloud-based, and hybrid contact centers. It also highlights channel preferences and the benefits of AI integration. The survey was conducted among organizations across various verticals and size segments in 16 European countries.
The annual IDC ECCS is a must-have for network and services vendors. It provides insights into the priorities and strategic intentions of network executives and offers guidance for vendors' strategy planning and market positioning. It covers topics such as WAN, hybrid networks, network infrastructure, software-defined networking, cloud, unified communications, video, contact centers, data and voice services, network life-cycle services, provider selection criteria and preferences, and trends in the telecommunications sector.