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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 Report:
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%.
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.
Market Segment by Companies, this report covers
- Teleperformance
- Alorica
- Convergys
- Atento S.A
- Sykes Enterprises
- Arvato
- Serco Group
- Acticall (Sitel)
- Transcom
- TeleTech
- Concentrix (SYNNEX)
- HKT Teleservices
- Comdata Group
Market Segment by Regions, regional analysis covers
North America (United States, Canada and Mexico)
Europe (Germany, France, UK, Russia and Italy)
Asia-Pacific (China, Japan, Korea, India and Southeast Asia)
South America (Brazil, Argentina, Colombia)
Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa)
Market Segment by Type, covers
- On-Premise Type
- Cloud-based Type
Market Segment by Applications, can be divided into
- Telecommunication
- BFSI
- Government and Public Sector
- Healthcare and Life Sciences
- Retail and Consumer Goods
- Others