-- Global Contact Center Market 2019-2024
A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management (CRM).
Scope of the Global Contact Center Market Report
This report studies the Contact Center market status and outlook of Global and major regions, from angles of players, countries, product types and end industries; this report analyzes the top players in global market, and splits the Contact Center market by product type and applications/end industries.
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The market is driven by various end-user industries, such as Telecommunication, BFSI, Government and Public Sector, Healthcare and Life Sciences, Retail and Consumer Goods, etc. As the downstream consumption usually follows with developed and rapid economic growth areas, such as BRICS, the developed areas’ company prefers investing to underdevelopment regions these years.
Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model— significantly changing the way consumers and businesses communicate. Technology has shifted and heightened consumer expectations in terms of convenience and variety of communication modes.
While improved continuity and disaster recovery are large contributing factors for contact centers’ purpose in turning to the cloud, innovations in cloud technology are also enabling contact centers to create new engagement touchpoints for consumers. Not to mention, cloud-based contact centers offer an increased degree of scalability and integration capabilities, which are unmatched by traditional on-premise contact center models.
The market is growing at a very rapid pace and with rise in technological innovation, competition and M&A activities in the industry many local and regional vendors are offering specific application products for varied end-users. The industry is expected to remain innovation-led, with frequent acquisitions and strategic alliances adopted as the key strategies by the players to increase their industry presence.
Despite the presence of competition problems, due to the global recovery trend is clear, investors are still optimistic about this area, the future will still have more new investment enter the field. Even so, the market is intensely competitive .The study group recommends the new entrants just having money but without technical advantage and upstream and downstream support do not to enter into this field.
The global Contact Center market is valued at 27700 million USD in 2018 and is expected to reach 36800 million USD by the end of 2024, growing at a CAGR of 4.8% between 2019 and 2024.
The Asia-Pacific will occupy for more market share in following years, especially in China, also fast growing India and Southeast Asia regions.
North America, especially The United States, will still play an important role which cannot be ignored. Any changes from United States might affect the development trend of Contact Center.
Europe also play important roles in global market, with market size of xx million USD in 2019 and will be xx million USD in 2024, with a CAGR of xx%.
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This report covers Analysis of Global Contact Center Market Segment by Manufacturers
Teleperformance
Alorica
Convergys
Atento S.A
Sykes Enterprises
Arvato
Serco Group
Acticall (Sitel)
Transcom
TeleTech
Concentrix (SYNNEX)
HKT Teleservices
Comdata Group
Global Contact Center Market Segment by regional analysis covers
North America (USA, Canada and Mexico)
Europe (Germany, France, UK, Russia and Italy)
Asia-Pacific (China, Japan, Korea, India and Southeast Asia)
South America (Brazil, Argentina, Columbia etc.)
Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa)
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Global Contact Center Market Segment by Type
On-Premise Type
Cloud-based Type
Global Contact Center Market Segment by Applications, can be divided into
Telecommunication
BFSI
Government and Public Sector
Healthcare and Life Sciences
Retail and Consumer Goods
Others
Some of the Points cover in Global Contact Center Market Research Report is:
Chapter 1: Describe Contact Center Industry
• Introduction,
• Product Scope,
• Market Overview,
• Market Opportunities,
• Market Risk,
• Market Driving Force
Chapter 2: To analyze the top manufacturers of Contact Center Industry in 2017 and 2018
• Sales
• Revenue and price
Chapter 3: Competitive analysis among the top manufacturers in 2014 and 2019
• Sales
• Revenue and market share
Chapter 4: Global Contact Center Market by regions from 2014 to 2019
• Sales
• Revenue and market share
Chapter 5, 6, 7 and 8: Global Contact Center Market by key countries in these regions
• Sales
• Revenue and market share
Chapter 9 and 10: Global Contact Center Market by type and application from 2014 to 2019
• Sales
• Revenue and market share
• Growth rate
Chapter 11:Contact Center Industry Market forecast from 2019 to 2024
• Regions
• Type and application with sales and revenue
Chapter 12 and 13:Contact Center Industry
• Sales channel
• Distributors
• Traders and dealers
• Appendix
• Data source
Some Points From Table of Content
1 Contact Center Market Overview
1.1 Product Overview and Scope of Contact Center
1.2 Classification of Contact Center by Types
1.2.1 Global Contact Center Revenue Comparison by Types (2019-2024)
1.2.2 Global Contact Center Revenue Market Share by Types in 2018
1.2.3 On-Premise Type
1.2.4 Cloud-based Type
1.3 Global Contact Center Market by Application
1.3.1 Global Contact Center Market Size and Market Share Comparison by Applications (2014-2024)
1.3.2 Telecommunication
1.3.3 BFSI
2 Manufacturers Profiles
2.1 Teleperformance
2.1.1 Business Overview
2.1.2 Contact Center Type and Applications
2.1.2.1 Product A
2.1.2.2 Product B
2.1.3 Teleperformance Contact Center Revenue, Gross Margin and Market Share (2017-2018)
2.2 Alorica
2.2.1 Business Overview
2.2.2 Contact Center Type and Applications
2.2.2.1 Product A
2.2.2.2 Product B
2.2.3 Alorica Contact Center Revenue, Gross Margin and Market Share (2017-2018)
2.3 Convergys
2.3.1 Business Overview
2.3.2 Contact Center Type and Applications
2.3.2.1 Product A
2.3.2.2 Product B
2.3.3 Convergys Contact Center Revenue, Gross Margin and Market Share (2017-2018)
3 Global Contact Center Market Competition, by Players
3.1 Global Contact Center Revenue and Share by Players (2014-2019)
3.2 Market Concentration Rate
3.2.1 Top 5 Contact Center Players Market Share
3.2.2 Top 10 Contact Center Players Market Share
3.3 Market Competition Trend...Continued
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