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
Table of Contents
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
1.3.4 Government and Public Sector
1.3.5 Healthcare and Life Sciences
1.3.6 Retail and Consumer Goods
1.3.7 Others
1.4 Global Contact Center Market by Regions
1.4.1 Global Contact Center Market Size (Million USD) Comparison by Regions (2014-2024)
1.4.1 North America (USA, Canada and Mexico) Contact Center Status and Prospect (2014-2024)
1.4.2 Europe (Germany, France, UK, Russia and Italy) Contact Center Status and Prospect (2014-2024)
1.4.3 Asia-Pacific (China, Japan, Korea, India and Southeast Asia) Contact Center Status and Prospect (2014-2024)
1.4.4 South America (Brazil, Argentina, Colombia) Contact Center Status and Prospect (2014-2024)
1.4.5 Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa) Contact Center Status and Prospect (2014-2024)
1.5 Global Market Size of Contact Center (2014-2024)
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)
2.4 Atento S.A
2.4.1 Business Overview
2.4.2 Contact Center Type and Applications
2.4.2.1 Product A
2.4.2.2 Product B
2.4.3 Atento S.A Contact Center Revenue, Gross Margin and Market Share (2017-2018)
2.5 Sykes Enterprises
2.5.1 Business Overview
2.5.2 Contact Center Type and Applications
2.5.2.1 Product A
2.5.2.2 Product B
2.5.3 Sykes Enterprises Contact Center Revenue, Gross Margin and Market Share (2017-2018)
2.6 Arvato
2.6.1 Business Overview
2.6.2 Contact Center Type and Applications
2.6.2.1 Product A
2.6.2.2 Product B
2.6.3 Arvato Contact Center Revenue, Gross Margin and Market Share (2017-2018)
2.7 Serco Group
2.7.1 Business Overview
2.7.2 Contact Center Type and Applications
2.7.2.1 Product A
2.7.2.2 Product B
2.7.3 Serco Group Contact Center Revenue, Gross Margin and Market Share (2017-2018)
2.8 Acticall (Sitel)
2.8.1 Business Overview
2.8.2 Contact Center Type and Applications
2.8.2.1 Product A
2.8.2.2 Product B
2.8.3 Acticall (Sitel) Contact Center Revenue, Gross Margin and Market Share (2017-2018)
2.9 Transcom
2.9.1 Business Overview
2.9.2 Contact Center Type and Applications
2.9.2.1 Product A
2.9.2.2 Product B
2.9.3 Transcom Contact Center Revenue, Gross Margin and Market Share (2017-2018)
2.10 TeleTech
2.10.1 Business Overview
2.10.2 Contact Center Type and Applications
2.10.2.1 Product A
2.10.2.2 Product B
2.10.3 TeleTech Contact Center Revenue, Gross Margin and Market Share (2017-2018)
2.11 Concentrix (SYNNEX)
2.11.1 Business Overview
2.11.2 Contact Center Type and Applications
2.11.2.1 Product A
2.11.2.2 Product B
2.11.3 Concentrix (SYNNEX) Contact Center Revenue, Gross Margin and Market Share (2017-2018)
2.12 HKT Teleservices
2.12.1 Business Overview
2.12.2 Contact Center Type and Applications
2.12.2.1 Product A
2.12.2.2 Product B
2.12.3 HKT Teleservices Contact Center Revenue, Gross Margin and Market Share (2017-2018)
2.13 Comdata Group
2.13.1 Business Overview
2.13.2 Contact Center Type and Applications
2.13.2.1 Product A
2.13.2.2 Product B
2.13.3 Comdata Group 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
4 Global Contact Center Market Size by Regions
4.1 Global Contact Center Revenue and Market Share by Regions
4.2 North America Contact Center Revenue and Growth Rate (2014-2019)
4.3 Europe Contact Center Revenue and Growth Rate (2014-2019)
4.4 Asia-Pacific Contact Center Revenue and Growth Rate (2014-2019)
4.5 South America Contact Center Revenue and Growth Rate (2014-2019)
4.6 Middle East and Africa Contact Center Revenue and Growth Rate (2014-2019)
5 North America Contact Center Revenue by Countries
5.1 North America Contact Center Revenue by Countries (2014-2019)
5.2 USA Contact Center Revenue and Growth Rate (2014-2019)
5.3 Canada Contact Center Revenue and Growth Rate (2014-2019)
5.4 Mexico Contact Center Revenue and Growth Rate (2014-2019)
6 Europe Contact Center Revenue by Countries
6.1 Europe Contact Center Revenue by Countries (2014-2019)
6.2 Germany Contact Center Revenue and Growth Rate (2014-2019)
6.3 UK Contact Center Revenue and Growth Rate (2014-2019)
6.4 France Contact Center Revenue and Growth Rate (2014-2019)
6.5 Russia Contact Center Revenue and Growth Rate (2014-2019)
6.6 Italy Contact Center Revenue and Growth Rate (2014-2019)
7 Asia-Pacific Contact Center Revenue by Countries
7.1 Asia-Pacific Contact Center Revenue by Countries (2014-2019)
7.2 China Contact Center Revenue and Growth Rate (2014-2019)
7.3 Japan Contact Center Revenue and Growth Rate (2014-2019)
7.4 Korea Contact Center Revenue and Growth Rate (2014-2019)
7.5 India Contact Center Revenue and Growth Rate (2014-2019)
7.6 Southeast Asia Contact Center Revenue and Growth Rate (2014-2019)
8 South America Contact Center Revenue by Countries
8.1 South America Contact Center Revenue by Countries (2014-2019)
8.2 Brazil Contact Center Revenue and Growth Rate (2014-2019)
8.3 Argentina Contact Center Revenue and Growth Rate (2014-2019)
8.4 Colombia Contact Center Revenue and Growth Rate (2014-2019)
9 Middle East and Africa Revenue Contact Center by Countries
9.1 Middle East and Africa Contact Center Revenue by Countries (2014-2019)
9.2 Saudi Arabia Contact Center Revenue and Growth Rate (2014-2019)
9.3 UAE Contact Center Revenue and Growth Rate (2014-2019)
9.4 Egypt Contact Center Revenue and Growth Rate (2014-2019)
9.5 Nigeria Contact Center Revenue and Growth Rate (2014-2019)
9.6 South Africa Contact Center Revenue and Growth Rate (2014-2019)
10 Global Contact Center Market Segment by Type
10.1 Global Contact Center Revenue and Market Share by Type (2014-2019)
10.2 Global Contact Center Market Forecast by Type (2019-2024)
10.3 On-Premise Type Revenue Growth Rate (2014-2024)
10.4 Cloud-based Type Revenue Growth Rate (2014-2024)
11 Global Contact Center Market Segment by Application
11.1 Global Contact Center Revenue Market Share by Application (2014-2019)
11.2 Contact Center Market Forecast by Application (2019-2024)
11.3 Telecommunication Revenue Growth (2014-2019)
11.4 BFSI Revenue Growth (2014-2019)
11.5 Government and Public Sector Revenue Growth (2014-2019)
11.6 Healthcare and Life Sciences Revenue Growth (2014-2019)
11.7 Retail and Consumer Goods Revenue Growth (2014-2019)
11.8 Others Revenue Growth (2014-2019)
12 Global Contact Center Market Size Forecast (2019-2024)
12.1 Global Contact Center Market Size Forecast (2019-2024)
12.2 Global Contact Center Market Forecast by Regions (2019-2024)
12.3 North America Contact Center Revenue Market Forecast (2019-2024)
12.4 Europe Contact Center Revenue Market Forecast (2019-2024)
12.5 Asia-Pacific Contact Center Revenue Market Forecast (2019-2024)
12.6 South America Contact Center Revenue Market Forecast (2019-2024)
12.7 Middle East and Africa Contact Center Revenue Market Forecast (2019-2024)
13 Research Findings and Conclusion
14 Appendix
14.1 Methodology
14.2 Data Source
List of Tables and Figures
Figure Contact Center Picture
Table Product Specifications of Contact Center
Table Global Contact Center and Revenue (Million USD) Market Split by Product Type
Figure Global Contact Center Revenue Market Share by Types in 2018
Figure On-Premise Type Picture
Figure Cloud-based Type Picture
Table Global Contact Center Revenue (Million USD) by Application (2014-2024)
Figure Contact Center Revenue Market Share by Applications in 2018
Figure Telecommunication Picture
Figure BFSI Picture
Figure Government and Public Sector Picture
Figure Healthcare and Life Sciences Picture
Figure Retail and Consumer Goods Picture
Figure Others Picture
Table Global Market Contact Center Revenue (Million USD) Comparison by Regions 2014-2024
Figure North America Contact Center Revenue (Million USD) and Growth Rate (2014-2024)
Figure Europe Contact Center Revenue (Million USD) and Growth Rate (2014-2024)
Figure Asia-Pacific Contact Center Revenue (Million USD) and Growth Rate (2014-2024)
Figure South America Contact Center Revenue (Million USD) and Growth Rate (2014-2024)
Figure Middle East and Africa Contact Center Revenue (Million USD) and Growth Rate (2014-2024)
Figure Global Contact Center Revenue (Million USD) and Growth Rate (2014-2024)
Table Teleperformance Basic Information, Manufacturing Base and Competitors
Table Teleperformance Contact Center Type and Applications
Table Teleperformance Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table Alorica Basic Information, Manufacturing Base and Competitors
Table Alorica Contact Center Type and Applications
Table Alorica Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table Convergys Basic Information, Manufacturing Base and Competitors
Table Convergys Contact Center Type and Applications
Table Convergys Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table Atento S.A Basic Information, Manufacturing Base and Competitors
Table Atento S.A Contact Center Type and Applications
Table Atento S.A Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table Sykes Enterprises Basic Information, Manufacturing Base and Competitors
Table Sykes Enterprises Contact Center Type and Applications
Table Sykes Enterprises Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table Arvato Basic Information, Manufacturing Base and Competitors
Table Arvato Contact Center Type and Applications
Table Arvato Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table Serco Group Basic Information, Manufacturing Base and Competitors
Table Serco Group Contact Center Type and Applications
Table Serco Group Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table Acticall (Sitel) Basic Information, Manufacturing Base and Competitors
Table Acticall (Sitel) Contact Center Type and Applications
Table Acticall (Sitel) Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table Transcom Basic Information, Manufacturing Base and Competitors
Table Transcom Contact Center Type and Applications
Table Transcom Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table TeleTech Basic Information, Manufacturing Base and Competitors
Table TeleTech Contact Center Type and Applications
Table TeleTech Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table Concentrix (SYNNEX) Basic Information, Manufacturing Base and Competitors
Table Concentrix (SYNNEX) Contact Center Type and Applications
Table Concentrix (SYNNEX) Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table HKT Teleservices Basic Information, Manufacturing Base and Competitors
Table HKT Teleservices Contact Center Type and Applications
Table HKT Teleservices Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table Comdata Group Basic Information, Manufacturing Base and Competitors
Table Comdata Group Contact Center Type and Applications
Table Comdata Group Contact Center Revenue, Gross Margin and Market Share (2017-2018)
Table Global Contact Center Revenue (Million USD) by Players (2014-2019)
Table Global Contact Center Revenue Share by Players (2014-2019)
Figure Global Contact Center Revenue Share by Players in 2017
Figure Global Contact Center Revenue Share by Players in 2018
Figure Global Top 5 Players Contact Center Revenue Market Share in 2018
Figure Global Top 10 Players Contact Center Revenue Market Share in 2018
Figure Global Contact Center Revenue (Million USD) and Growth Rate (%) (2014-2019)
Table Global Contact Center Revenue (Million USD) by Regions (2014-2019)
Table Global Contact Center Revenue Market Share by Regions (2014-2019)
Figure Global Contact Center Revenue Market Share by Regions (2014-2019)
Figure Global Contact Center Revenue Market Share by Regions in 2018
Figure North America Contact Center Revenue and Growth Rate (2014-2019)
Figure Europe Contact Center Revenue and Growth Rate (2014-2019)
Figure Asia-Pacific Contact Center Revenue and Growth Rate (2014-2019)
Figure South America Contact Center Revenue and Growth Rate (2014-2019)
Figure Middle East and Africa Contact Center Revenue and Growth Rate (2014-2019)
Table North America Contact Center Revenue by Countries (2014-2019)
Table North America Contact Center Revenue Market Share by Countries (2014-2019)
Figure North America Contact Center Revenue Market Share by Countries (2014-2019)
Figure North America Contact Center Revenue Market Share by Countries in 2018
Figure USA Contact Center Revenue and Growth Rate (2014-2019)
Figure Canada Contact Center Revenue and Growth Rate (2014-2019)
Figure Mexico Contact Center Revenue and Growth Rate (2014-2019)
Table Europe Contact Center Revenue (Million USD) by Countries (2014-2019)
Figure Europe Contact Center Revenue Market Share by Countries (2014-2019)
Figure Europe Contact Center Revenue Market Share by Countries in 2018
Figure Germany Contact Center Revenue and Growth Rate (2014-2019)
Figure UK Contact Center Revenue and Growth Rate (2014-2019)
Figure France Contact Center Revenue and Growth Rate (2014-2019)
Figure Russia Contact Center Revenue and Growth Rate (2014-2019)
Figure Italy Contact Center Revenue and Growth Rate (2014-2019)
Table Asia-Pacific Contact Center Revenue (Million USD) by Countries (2014-2019)
Figure Asia-Pacific Contact Center Revenue Market Share by Countries (2014-2019)
Figure Asia-Pacific Contact Center Revenue Market Share by Countries in 2018
Figure China Contact Center Revenue and Growth Rate (2014-2019)
Figure Japan Contact Center Revenue and Growth Rate (2014-2019)
Figure Korea Contact Center Revenue and Growth Rate (2014-2019)
Figure India Contact Center Revenue and Growth Rate (2014-2019)
Figure Southeast Asia Contact Center Revenue and Growth Rate (2014-2019)
Table South America Contact Center Revenue by Countries (2014-2019)
Table South America Contact Center Revenue Market Share by Countries (2014-2019)
Figure South America Contact Center Revenue Market Share by Countries (2014-2019)
Figure South America Contact Center Revenue Market Share by Countries in 2018
Figure Brazil Contact Center Revenue and Growth Rate (2014-2019)
Figure Argentina Contact Center Revenue and Growth Rate (2014-2019)
Figure Colombia Contact Center Revenue and Growth Rate (2014-2019)
Table Middle East and Africa Contact Center Revenue (Million USD) by Countries (2014-2019)
Table Middle East and Africa Contact Center Revenue Market Share by Countries (2014-2019)
Figure Middle East and Africa Contact Center Revenue Market Share by Countries (2014-2019)
Figure Middle East and Africa Contact Center Revenue Market Share by Countries in 2018
Figure Saudi Arabia Contact Center Revenue and Growth Rate (2014-2019)
Figure UAE Contact Center Revenue and Growth Rate (2014-2019)
Figure Egypt Contact Center Revenue and Growth Rate (2014-2019)
Figure Nigeria Contact Center Revenue and Growth Rate (2014-2019)
Figure South Africa Contact Center Revenue and Growth Rate (2014-2019)
Table Global Contact Center Revenue (Million USD) by Type (2014-2019)
Table Global Contact Center Revenue Share by Type (2014-2019)
Figure Global Contact Center Revenue Share by Type (2014-2019)
Figure Global Contact Center Revenue Share by Type in 2019
Table Global Contact Center Revenue Forecast by Type (2019-2024)
Figure Global Contact Center Market Share Forecast by Type (2019-2024)
Figure Global On-Premise Type Revenue Growth Rate (2014-2019)
Figure Global Cloud-based Type Revenue Growth Rate (2014-2019)
Table Global Contact Center Revenue by Application (2014-2019)
Table Global Contact Center Revenue Share by Application (2014-2019)
Figure Global Contact Center Revenue Share by Application (2014-2019)
Figure Global Contact Center Revenue Share by Application in 2019
Table Global Contact Center Revenue Forecast by Application (2019-2024)
Figure Global Contact Center Market Share Forecast by Application (2019-2024)
Figure Global Telecommunication Revenue Growth Rate (2014-2019)
Figure Global BFSI Revenue Growth Rate (2014-2019)
Figure Global Government and Public Sector Revenue Growth Rate (2014-2019)
Figure Global Healthcare and Life Sciences Revenue Growth Rate (2014-2019)
Figure Global Retail and Consumer Goods Revenue Growth Rate (2014-2019)
Figure Global Others Revenue Growth Rate (2014-2019)
Figure Global Contact Center Revenue (Million USD) and Growth Rate Forecast (2019-2024)
Table Global Contact Center Revenue (Million USD) Forecast by Regions (2019-2024)
Figure Global Contact Center Revenue Market Share Forecast by Regions (2019-2024)
Figure North America Contact Center Revenue Market Forecast (2019-2024)
Figure Europe Contact Center Revenue Market Forecast (2019-2024)
Figure Asia-Pacific Contact Center Revenue Market Forecast (2019-2024)
Figure South America Contact Center Revenue Market Forecast (2019-2024)
Figure Middle East and Africa Contact Center Revenue Market Forecast (2019-2024)
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