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This forecast outlines the levels of major contact center outsourcing in EMEA. It splits the outsourced contact center workstations by country, vertical industry, function and offshore delivery.


  • Growth in contact center outsourcing will be mixed in Europe. While developing markets are expected to drive expansion in this sector, Western European growth in contact center outsourcing will be anemic.

Features and Benefits

  • Learn about overall market growth in EMEA, as well as in the major individual markets.
  • Understand the evolution of emerging and mature vertical markets across EMEA.

Key questions answered

  • How much will major contact center outsourcing markets grow in EMEA over the next five years?
  • What vertical markets will drive outsourced contact center growth in EMEA?
  • To what extent will the functional split in outsourced contact centers change in EMEA?

Table of contents


  • Introduction
  • Download 1: CRM Outsourcing Forecast: Major Markets in EMEA, 2014–20

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700

Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

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