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(Wireless-NewsWire.Com, February 28, 2019 ) 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).
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.
According to this study, over the next five years the Contact Center market will register a 4.8% CAGR in terms of revenue, the global market size will reach US$ 36800 million by 2024, from US$ 27700 million in 2019. In particular, this report presents the global revenue market share of key companies in Contact Center business.
This report presents a comprehensive overview, market shares and growth opportunities of Contact Center market by product type, application, key companies and key regions.
The report also presents the market competition landscape and a corresponding detailed analysis of the major vendor/manufacturers in the market.
The key manufacturers covered in this report: Teleperformance, Alorica, Convergys, Atento S.A, Sykes Enterprises, Arvato, Serco Group, Acticall (Sitel), Transcom, TeleTech, Concentrix (SYNNEX), HKT Teleservices, Comdata Group
In addition, this report discusses the key drivers influencing market growth, opportunities, the challenges and the risks faced by key players and the market as a whole. It also analyzes key emerging trends and their impact on present and future development.
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Segmentation by product type:
Services
Software
Segmentation by application:
Public Sector & Education
Retail & Consumer Goods
IT & Communication Technology
Manufacturing
Transportation & Logistics
Banking, Financial Services, and Insurance
Healthcare & Pharmaceuticals
Research objectives
To study and analyze the global Contact Center market size by key regions/countries, product type and application, history data from 2014 to 2018, and forecast to 2024.
To understand the structure of Contact Center market by identifying its various subsegments.
Focuses on the key global Contact Center players, to define, describe and analyze the value, market share, market competition landscape, SWOT analysis and development plans in next few years.
To analyze the Contact Center with respect to individual growth trends, future prospects, and their contribution to the total market.
To share detailed information about the key factors influencing the growth of the market (growth potential, opportunities, drivers, industry-specific challenges and risks).
To project the size of Contact Center submarkets, with respect to key regions (along with their respective key countries).
To analyze competitive developments such as expansions, agreements, new product launches and acquisitions in the market.
To strategically profile the key players and comprehensively analyze their growth strategies.
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Table of Contents
2019-2024 Global Contact Center Market Report (Status and Outlook)
1 Scope of the Report
2 Executive Summary
3 Global Contact Center by Players
4 Contact Center by Regions
5 Americas
6 APAC
7 Europe
8 Middle East & Africa
9 Market Drivers, Challenges and Trends
10 Global Contact Center Market Forecast
11 Key Players Analysis
11.1 Teleperformance
11.1.1 Company Details
11.1.2 Contact Center Product Offered
11.1.3 Teleperformance Contact Center Revenue, Gross Margin and Market Share (2017-2019)
11.1.4 Main Business Overview
11.1.5 Teleperformance News
11.2 Alorica
11.2.1 Company Details
11.2.2 Contact Center Product Offered
11.2.3 Alorica Contact Center Revenue, Gross Margin and Market Share (2017-2019)
11.2.4 Main Business Overview
11.2.5 Alorica News
11.3 Convergys
11.3.1 Company Details
11.3.2 Contact Center Product Offered
11.3.3 Convergys Contact Center Revenue, Gross Margin and Market Share (2017-2019)
11.3.4 Main Business Overview
11.3.5 Convergys News
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