Artificial Intelligence
Europe Contact Center as a Service Market to Hit USD 2,249.0 million by 2027; Rising Focus on Improving Customer Experience by Companies to Propel the Market: Fortune Business Insights™
Pune, Nov. 23, 2020 (GLOBE NEWSWIRE) — The Europe contact center as a service (CCaaS) market size is projected to reach USD 2,249.0 million by 2027, exhibiting a CAGR of 16.4% during the forecast period. The establishment of stringent standards for the delivery of quality communication services in Europe will be a major growth driver for this market, states Fortune Business Insights™ in its report, titled “Europe Contact Center as a Service (CCaaS) Market Size, Share & COVID-19 Impact Analysis, By Function (Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration (CTI), Reporting and Analytics, Workforce Optimization, Customer Collaboration, and Others), By Organization Size (Small & Medium Enterprises and Large Enterprises), By Industry (BFSI, IT and Telecommunication, Government, Healthcare, Consumer Goods and Retail, Travel and Hospitality, Media and Entertainment, and Others), and Country Forecast, 2020-2027”.
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In order to address the growing customer dissatisfaction with companies’ customer support services, the European Standardization Institute (CEN) drew up the European Contact Center Standard (ECCS) in 2010. The ECCS laid down the guidelines and parameters that contact center service providers had to comply with and since its inception, the ECCS has toughened and gotten more watertight. For example, it measures contact centers on the basis of comprehensive Key Performance Indicators (KPIs) such as customer satisfaction and average handling time. Furthermore, the ECCS also monitors the quality of treatment received by customers by contact center agents. The increasing stringency of these regulations is forcing CCaaS providers to maintain high standards, which is fueling the Europe contact center as a service market growth.
The COVID-19 pandemic has caused unfathomable upheavals across industries and businesses around the world. Lockdowns and social distancing have halted economic activities, disrupting supply chain networks and pushing down demand for goods and services globally. Governments and private organizations are taking multiple efforts to manage this crisis, but uncertainty and anxiety remain widespread. However, collective strength and unity will help us tide over these hard times. At Fortune Business Insights™, we are constantly endeavoring to provide you with comprehensive research on various markets so as to equip your business with the necessary intelligence to emerge victorious on the other side of this crisis.
As per the report, the market value stood at USD 670.9 million in 2019. The highlights of the report include:
- Holistic analysis of the market drivers, trends, and opportunities;
- Actionable insights into the challenges facing the market;
- Careful examination of each market segment; and
- In-depth study of the regional developments & the competitive landscape of the market.
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Market Driver
Increasing Preference for Cloud-based CCaaS Solutions to Boost the Market
Several companies in the contact center industry are gradually transitioning towards cloud-based contact centers owing to the wide-ranging benefits offered by cloud technologies. For example, cloud solutions are allowing companies to reduce their operational costs as these cloud deployment of CCaaS eliminates the fixed costs incurred by on-premise products such as maintenance expenses and licensing fees. Further, cloud-based contact center solutions can be deployed quickly and accessed immediately by customers as they are delivered through virtual channels. Another significant advantage of cloud models is that they allow remote working, which has gained immense prominence during the current COVID-19 pandemic. Lastly, cloud CCaaS models equipped with artificial intelligence (AI) can optimize operations through capabilities such as automatic call distribution, thus enhancing efficiency and ensuring improved customer satisfaction. These advantages are stoking the adoption of cloud contact center services and solutions across Europe.
Regional Insights
Extensive Outsourcing of Services to Fuel the Regional Market
Europe is leading the global contact center as a service market share owing to the widespread outsourcing of contact center services by companies in the region. In the Nordic countries, for example, companies are developing high-quality, service-oriented CCaaS products, which they are readily outsourcing to reduce costs. In Germany and France, on the other hand, linguistic call center services are dominant as companies in these countries prefer providing communication services in the local languages. Offshore outsourcing of contact center services is allowing the UK to hold a prominent position in the Europe contact center as a service market. In 2019, the country’s market size stood at USD 170.0 million.
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Competitive Landscape
Forging of Alliances between Key Players to Energize the Market
With an aim to enlarge their share and presence, key players in this market are forming alliances and partnerships with each other to enhance their innovation capacities. Most of the companies, however, are focused on developing and launching advanced cloud CCaaS products.
Industry Developments:
- May 2020: Akio was selected by Alcatel Lucent Enterprise to design and develop a Hybrid CCaaS solution using its omillionichannel expertise. This will allow Alcatel’s customers to leverage cloud-based applications for managing multiple digital channels to their PBX to optimize the processing of all customer service requests.
- October 2019: Aspect Software announced the release of the next version of its flagship Cloud Contact Center as a Service system. The new version is an upgrade to its Aspect Via® platform and now includes enhancements and customer-oriented capabilities to the Workforce Optimization and Contact Center suites.
List of Key Companies Profiled in the Europe Contact Center as a Service Market Report:
- Odigo SAS (France)
- Vocalcom Group. (Paris, France)
- Puzzel AS (Oslo, Norway)
- Five9, Inc. (California, United States)
- Dixa Services (Copenhagen, Denmark)
- Bright Pattern, Inc. (California, United States)
- Altitude Software (Lisbon, Portugal)
- Genesys Telecommunications Laboratories, Inc. (California, United States)
- CONTENT GURU LIMITED (Bracknell, United Kingdom)
- 8×8, Inc. (California, United States)
- Vonage Holdings Corp.(New Jersey, United States)
- inConcert Group (California, United States)
- Enghouse Systems Limited (Markham, Canada)
- Diabolocom SAS (Levallois-Perret, France)
- Aspect Software, Inc.(Arizona, United States)
- Orange Business Services (Paris, France)
- NICE Ltd. (Ra’anana, Israel)
- Akio (Paris, France)
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Major Table of Content:
- Introduction
- Definition, By Segment
- Research Methodology/Approach
- Data Sources
- Key Takeaways
- Market Dynamics
- Macro and Micro Economic Indicators
- Drivers, Restraints, Opportunities and Trends
- Impact of COVID-19
- Short-term Impact
- Long-term Impact
- Competition Landscape
- Business Strategies Adopted by Key Players
- Consolidated SWOT Analysis of Key Players
- PESTLE Analysis
- Porter’s Five Force Analysis
- Ecosystem Analysis
- Europe Market Share Analysis and Matrix, 2019
- Key Market Insights and Strategic Recommendations
- Companies Profiled (Provided for 10 players only)
- Overview
- Key Management
- Headquarters etc
- Offerings/Business Segments
- Key Details (Key details are subjected to data availability in public domain and/or on paid databases)
- Employee Size
- Key Financials
- Past and Current Revenue
- Gross Margin
- Geographical Share
- Business Segment Share
- Recent Developments
- Overview
- Primary Interview Responses
- Annexure / Appendix
- Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
- By Function (Value)
- Interactive Voice Response (IVR)
- Multichannel
- Automatic Call Distribution
- Computer Telephony Integration (CTI)
- Reporting and Analytics
- Workforce Optimization
- Customer Collaboration
- Others (Recording, Dialer, etc.)
- Organization Size (Value)
- Small & Medium Enterprises (SMEs)
- Less than 50
- 50 to 250
- Large Enterprises
- 251 to 500
- 501 to 1000
- More than 1000
- Small & Medium Enterprises (SMEs)
- By Industry (Value)
- Banking, Financial Services, and Insurance (BFSI)
- IT and Telecommunications
- Government
- Healthcare
- Consumer Goods and Retail
- Travel and Hospitality
- Media and Entertainment
- Others
- By Country (Value)
- United Kingdom
- Germany
- France
- Italy
- Spain
- Rest of Europe
- By Function (Value)
- Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
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Contact Center Software Market Size, Share & COVID-19 Impact Analysis, By Component (Solution and Services), By Deployment (Cloud, and On-Premises), By Enterprise Size (Large Enterprises and Small & Medium Enterprises), By Industry (BFSI, ITES, IT, and Telecom, Government, Healthcare, Consumer Goods and Retail, Travel and Hospitality, Media and Entertainment, and Others), and Regional Forecast, 2020-2027
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Artificial Intelligence
Picus Security Launches Security Validation for Kubernetes
Teams can eliminate container security exposures with the new enhancements in Picus’ platform for multi-cloud
SAN FRANCISCO, May 23, 2024 /PRNewswire/ — Picus Security, the Security Validation company, today announced security validation for Kubernetes. This new capability allows Security and DevOps teams to realize the benefits of containers securely by proactively measuring and optimizing the resilience of clusters. It is the latest innovative addition to the Picus Security Validation Platform, which empowers users to consistently validate their security posture and measure risk across on-premises and multi-cloud environments.
For organizations that want an agile way to deploy, run and scale applications, Kubernetes offers considerable benefits. However, security is often the biggest barrier to its adoption. The dynamic and complex nature of Kubernetes means that containers are often misconfigured due to human error. Without a hands-on approach to governance, security gaps can easily emerge over time, increasing the risk of incidents. This situation is exacerbated by the high level of expertise required to secure Kubernetes and the use of default settings which are inherently insecure. According to The State of Kubernetes Report, more than two-thirds of Kubernetes users (67%) have delayed deployments due to security concerns.*
The addition of Kubernetes validation extends the Picus platform’s existing validation capabilities, which are powered by attack simulation and GenAI. It enables organizations to proactively identify and mitigate security misconfigurations, such as weak policies and settings that could allow containers to run with insecure privileges and facilitate lateral movement. Now security teams can automatically assess the security of their workloads wherever they are located – on-premises, in containers, and also in cloud platforms including Amazon Web Services, Google Cloud Platform, and Microsoft Azure.
“Cloud security is perhaps the biggest barrier of entry for organizations that want to take advantage of container orchestration,” said Volkan Erturk, Picus CTO and Co-Founder. “Kubernetes offers incredible opportunities for DevOps teams to deploy and scale new applications, but Security teams can struggle to keep pace.
“With the Picus Security Validation Platform, security concerns won’t slow down an organization’s digital transformation journey. This new offering will allow our users to consistently measure the security of their workloads and vastly reduce the effort needed to address exposures across growing IT environments.”
Additional Information
Read the Kubernetes validation announcement blog.Register for the upcoming webinar on July 11th 2024 at 10.00 EST/ 15.00 BST: Beyond Cloud Security Posture Management: Validating Cloud Effectiveness with Attack Simulation About Picus Security
Picus Security helps security teams consistently and accurately validate their security posture. Our Security Validation Platform simulates real-world threats to evaluate the effectiveness of security controls, identify high-risk attack paths to critical assets, and optimize threat prevention and detection capabilities.
As the pioneer of Breach and Attack Simulation, we specialize in delivering the actionable insights our customers need to be threat-centric and proactive.
Picus is a Gartner® Peer Insights™ Customers’ Choice for 2024 in the BAS tools category†. The company is recognized as a leader by Frost & Sullivan^.
† Gartner, Voice of the Customer for Breach and Attack Simulation Tools, Peer Contributors, 30 January 2024 ^ Frost and Sullivan, 2022 Frost Radar™ report for the Global Breach and Attack Simulation Market
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Artificial Intelligence
Highlights from the Finale: Day Three of the London Blockchain Conference Unravelled
As the London Blockchain Conference draws to a close, attendees heard from industry experts on Driving Innovation with Blockchain.
LONDON, May 23, 2024 /PRNewswire/ — Attendees at the London Blockchain Conference were in to witness the final day, which featured a line-up of informative and thought-provoking speakers. Throughout the day, there were exciting panels and presentations which featured cutting-edge ideas and insights.
Day 3 kickstarted with BSVA launching a new report focusing on the role of blockchain in safeguarding data and streamlining transactions.
Other sessions included:
The Intersection of Web3, AI, and Emerging Tech – Somi Aran, Founder of InPeak gave the opening keynote which explored the dynamic convergence of Web3, Artificial Intelligence, and emerging technologies. She delved into how these technologies are reshaping industries and redefining the boundaries of innovation and the potential impacts and opportunities these technologies present.
Bridging the gap: Making Web3 technologies user-friendly – Christine Leong, CIO, nChain – discussed some of the innovative strategies and practical solutions aimed at simplifying Web3 technologies. She also discussed how nChain is planning to transform Web3 from a domain exclusive to the tech-savvy, into a user-friendly ecosystem that empowers all users.
Is code law? – Rules applicable to blockchain networks – panel featuring Marcin Zarakowski, CEO of Token Recovery, Akber Datoo CEO of D2 Legal Technology, Jeffrey Golden, King’s Counsel (Hon) at 3 Hare Court Chambers, Andrei Kirilenko, Professor of Finance at Cambridge Judge Business School, Professor Sarah Green, Law Commissioner at Law Commission, where they discussed that rules apply to the nodes and validators which support the particular network and process its transactions. The group also discussed whether the blockchain protocols’ rules and software code are the only sources of regulation in blockchain networks.
An Introduction to nChain Identity – Thomas Moretti, Head of Product Development at nChain. He spoke about the Self Sovereignty Identity concept and showcased the latest project it is working on – nChain Identity.
Reimagining Roles: How regulated industry leaders are shaping the future of finance – a panel featuring, Andrew Mosson (Chief Commercial Officer of OneTrading, Néstor Palao, Head DLT & Corporate Clients at Sygnum Bank, Laurence Lewandowska, CFO/COO at BSV Association and Wojciech Kaszycki Chairman & Founder at Mobilum. The panel discussed how the new era of digital assets, traditional banking institutions, exchanges, and financial services are being reimagined in the context of emerging technologies such as blockchain and AI.
Please register here if you would like to listen to any of the sessions today.
If you want to interview any speaker from today’s sessions, please email [email protected].
About the London Blockchain Conference NETWORK. LEARN. ENGAGE. At the London Blockchain Conference, we show how Blockchain will change the world and help people see another way to manage data, build scalable on-chain solutions and achieve great things. We do this by creating valuable, insightful, and engaging events that educate and inform, allowing you to connect and network to build strong business relationships. Our conference is the best avenue to see blockchain innovations, ecosystem announcements, product launches, technology updates, keynote speeches, panels, and fireside chats from blockchain leaders. Join us and experience it for yourself.
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Artificial Intelligence
Nord Anglia Education publishes new insights on the role of AI and metacognition in learning
LONDON, May 23, 2024 /PRNewswire/ — INSIGHTS, the global publication from Nord Anglia Education, has published two new articles taking an in-depth look at AI in education and the role of metacognition in teaching and learning.
Exploring the role of AI in learning
https://www.nordangliaeducation.com/insights/2024/articles/the-generative-generationIn its ‘Generative Generation’ feature, INSIGHTS explores the role of artificial intelligence (AI) in education, and whether the technology is making it easier for children to learn. Speaking to Nord Anglia’s educators as well as leading experts from the world of academia, it also includes real-life examples of how Nord Anglia’s schools are using AI in the classroom.
For example, Nord Anglia’s British International School in Kuala Lumpur has adapted the technology to create an AI-powered teaching assistant that can personalise learning, guide students through content exploration, and deepen their understanding through interactive activities. Learners define the topic they want to explore and the course specification they are working to, and the AI explores the content with them in a conversational way, enabling them to ask questions as they go.
Dr Bruce Geddes, Deputy Head of Secondary at the school, told INSIGHTS that AI represents “the biggest opportunity we’ve had in our lifetimes, for many, many spheres, but particularly in education”.
Avenues: The World School in New York, which became part of Nord Anglia in 2023, encourages its students to use AI in their work. As an example, in an app development project students use ChatGPT to generate the bulk of the coding, then review, correct and refine it. This saves them “hours of manual work by leveraging the appropriate tool in an academically appropriate way,” says Lia Muschellack, Director of Technology at the school.
The school also has its own generative AI chatbot, Savvy, built in 2019 and now powered by open AI technology. It can answer queries, provide information, and engage in “diverse discussions ranging from academic topics to casual conversations”.
“We understand that our students will be actively leveraging these tools throughout their academic and professional pathways, so we want to make sure they not only understand the potentials and limitations, but that they have tinkered and truly experienced them,” Muschellack explains.
Metacognition: a learning superpower
In its feature ‘Metacognition. Helping Kids Unlock the Power of ‘Thinking about Thinking’, INSIGHTS looks at how students can develop the important skill of metacognition.
“Metacognition is the ability to be aware of our cognitive or thought processes and to monitor, reflect on, and change those processes,” Dr Rose Luckin, Professor of Learner Centred Design at the University College London Knowledge Lab, told INSIGHTS.
Nord Anglia Education is working with Dr Luckin to develop its approach to metacognition and to help teachers introduce metacognitive strategies into classrooms. It has developed a metacognitive framework of six “Learner Ambitions” to help students develop the 6 Cs: to become critical, creative, committed, and curious learners, working compassionately and collaboratively in the classroom and beyond.
As the article explains, Nord Anglia’s deep dive into metacognition has many goals: developing student agency, boosting academic performance, and developing ‘future’ skills that employers want. The framework is being initially applied across 27 Nord Anglia schools around the world and its impact will be measured in independent research in partnership with Boston College, reporting in 2025.
Nord Anglia’s examination of metacognition also involves exploring personalised goals and thinking routines. For instance, students at Nord Anglia International School Hong Kong use the “Step In, Step Out, Step Back” routine to develop empathy and understanding in their studies. “It’s about asking the right questions; those really big questions that lead to even more questions,” says Raquel Thomson, the school’s Deputy Head of Primary. “Thinking strategies like this stay with students and serve a purpose whatever they do in their lives, whether they choose to be a scientist or a teacher or go into business.”
For media enquiries please contact: Francesca Milani Communications Manager, Digital Education Portfolio +44 20 7131 0000 [email protected]
About Nord Anglia Education:
As the world’s leading international schools organisation, we’re shaping a generation of creative and resilient global citizens who graduate from our schools with everything they need for success, whatever they choose to be or do in life.
Our strong academic foundations combine world-class teaching and curricula with cutting-edge technology and facilities, creating learning experiences like no other. Inside and outside of the classroom, we inspire our students to achieve more than they ever thought possible.
No two children learn the same way, which is why our schools around the world personalise learning to what works best for every student. Inspired by our high-quality teachers, our students achieve outstanding academic results and go on to study at the world’s top universities.
To learn more or apply for a place for your child, go to nordangliaeducation.com.
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