The European contact center landscape is evolving fast, driven by rising customer expectations, regional regulations, and accelerated cloud and AI adoption. But with complexity comes opportunity: those who adapt to local demands can turn CX into a competitive advantage.
The IDC MarketScape: European Contact Center-as-a-Service Applications Software 2025 Vendor Assessment evaluates providers and how they’re meeting the needs of today’s CX leaders.
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IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and service suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. The Capabilities score measures vendor product, go-to-market and business execution in the short-term. The Strategy score measures alignment of vendor strategies with customer requirements in a 3-5-year timeframe. Vendor market share is represented by the size of the circles. Vendor year-over-year growth rate relative to the given market is indicated by a plus, neutral or minus next to the vendor name.