Europe Cloud-Based Contact Center Market

Europe Cloud-Based Contact Center Market Size

The cloud-based contact center market in Europe was worth USD 8.72 billion in 2024. The europe market is anticipated to be worth USD 47.98 billion by 2033 from USD 10.54 billion in 2025, growing at a CAGR of 20.86% during the foreseen period.

The cloud contact center is an organization that handles all outbound and inbound communications, which are hosted on the internet. Cloud contact centers communicate with the aid of social media platforms, emails, voice and the internet, which can be accessed from virtually any place. Cloud contact centers are used to reduce costs, increase ROI, maximize agent performance, improve mobility and scalability, and enhance customer experience and empowerment. The implementation model for cloud-based contact centers allows companies to set up for third-party organizations.

MARKET DRIVERS

The growing e-commerce industry is making a considerable contribution

The growing e-commerce industry is making a considerable contribution to the development of cloud contact centers in Europe and propelling the European market growth. Most large corporations understand that cloud-based contact centers are a very cost-effective method of setting up their centers in an environment that offers inexpensive skilled labor. With the increasing acceptance of the cloud, the number of service providers offering full suites of contact center applications is growing.

If a company is setting up a cloud-based contact center outside the country, it is effectively eliminating jobs from its own country, and there has been a great deal of pressure from the government to prevent this. Increasing competition in the retail market and evolving trends in customer services, preferences, attitudes, and e-commerce are driving the growth of the cloud-based contact center sector. Many retailers, both offline and online, find cloud contact centers to be revenue streams with customer experience as a strategic priority.

REPORT COVERAGE

SEGMENTAL ANALYSIS

By Solution Insights

The CTI product is projected to have the largest market share among the solutions. Requirements include call routing and queuing, information management and tracking, chat content and monitoring, real-time decision-making, and workplace optimization.

By Organization Size Insights

The category of large enterprises is projected to have a larger market size due to the high demand for improved cloud-based contact center systems that help to improve customer experience. Such centers are commonly used by companies because of their benefits, such as high scalability, greater efficiency, rapid deployment and lower capital costs.

REGIONAL ANALYSIS 

The introduction of the General Data Protection Regulation (GDPR) of the European Union allowed EU consumers and prospects to request that companies remove their personal information. Through live call monitoring and call recording, cloud-based contact center managers can monitor key aspects of customer engagement to ensure compliance and detect issues.

KEY MARKET PLAYERS

Companies playing a prominent role in the European Cloud-Based Contact Center Market include 8x8 Inc. (US), Five9 (US), Cisco Systems (US), Genesys (US), Oracle (US), NewVoiceMedia (UK), Connect First (US), Aspect Software (US), and 3CLogic (US). In 2019, Google unveiled a beta version of its Contact Center AI to aid retailers with responsive customer service by-phone support without sacrificing customer experience.

MARKET SEGMENTATION

This research report on the Europe cloud-based contact center market has been segmented and sub-segmented based on the following categories.

By Solution

• ACD

• APO

• Diallers

• IVR

• CTI

• Reporting and Analytics

• Security

By Service

• Professional

• Managed

By Application

• Call Routing and Queuing

• Data Integration and Recording

• Chat Quality and Monitoring

• Real-Time Decision-Making

• Workforce Optimization (WFO)

By Deployment Mode

• Public Cloud

• Private Cloud

• Hybrid Cloud

By Organization Size

• Small and Medium-sized Enterprises

• Large Enterprises

By Vertical

• Banking, Financial Services, and Insurance

• Consumer goods and retail

• Government and public sector

• Healthcare and life sciences

• Manufacturing

• Media and entertainment

• Telecommunication and Information Technology Enabled Services

• Others

By Region

• UK

• France

• Spain

• Germany

• Italy

• Russia

• Sweden

• Denmark

• Switzerland

• Netherlands

• Turkey

• Czech Republic

• Rest of Europe