NFON, a European provider of cloud-based business voice services and a leading Czech leader in contact center as a service (CCaaS), Daktela, today announced their strategic collaboration in the field of cloud-based contact center solutions. The aim of the collaboration is to expand the product portfolio offered by NFON in the area of contact center as a service (CCaaS) and significantly broaden this business area, the statement said. The new omni-channel Central Contact Center will be the foundation of this project.
The product will be presented for the first time at the Call & Contact Centre Expo in London, taking place from November 16 to 17, 2021. Along with the Central Contact Center, NFON AG will market a product that offers customized contact center features for targeted groups at the enterprise level, but which can also be ideally adapted for small and medium-sized enterprises. The NFON solution will be available in the second quarter of 2022.
– There is currently immense pressure on European companies to continue the process of digitalization to remain competitive, especially when it comes to business communication. The interface for communicating with customers is a key factor here. While large companies are sometimes already a step ahead, many medium and small enterprises are just beginning this important process. Through our partnership with Daktela, we offer European companies a technologically outstanding solution. A strong partnership with Daktela gives our solutions quality with a stamp made in Europe – explained this move Dr. Klaus von Rottkay, CEO of NFON AG.
Numerous studies have shown that the digitalization of the user interface is becoming increasingly important for companies of all sizes. There is a growing need for professional yet simple contact center solutions. Key criteria fully met by the Central Contact Center include the ability to communicate across all communication channels (omni-channel communication), integration capacity, reliability, and support.
—
—– We focused quite early on the contact center market. This market has special characteristics, particularly including high demands for availability, support, and a certain degree of customization. With our product, we quickly became a leading service provider. We are now entering a new phase of business expansion together with NFON – commented Richard Baar, CEO and founder of Daktela.
The CCaaS market in Europe accounted for about 27 percent of the total contact center market with $778 million in 2020. By 2027, an average annual growth rate of 17 percent is projected, amounting to about $2.3 billion. Companies with 50 to 100 employees, which are NFON’s strategic target, make up about 80 percent of the total CCaaS market in Europe.
—
—– Although the unified communications as a service (UCaaS) market continues to develop very rapidly, the next wave of change is already approaching. Business communication is no longer just traditional communication via phone calls, video calls, and meetings, but will continue to evolve in accordance with the company’s values. The strategic partnership between Daktela and NFON gives us the opportunity to leverage additional market potential in Europe. Integration into processes and contact with customers will be key for the further development of companies, and we will establish both aspects in our new portfolio structure – said Jan Forster, Marketing Director for NFON AG.
{embed_digitalno_izdanje}{/embed_digitalno_izdanje}
