Global Contact Center Market Analysis 2015-2019 and Forecast 2020-2025

Table of Content


1 Industry Overview

    1.1 Contact Center Industry

                Figure Contact Center Industry Chain Structure

        1.1.1 Overview

        1.1.2 Development of Contact Center

    1.2 Market Segment

        1.2.1 Upstream

                Table Upstream Segment of Contact Center

        1.2.2 Downstream

                Table Application Segment of Contact Center

                Table Global Contact Center Market 2015-2025, by Application, in USD Million

    1.3 Cost Analysis

2 Industry Environment (PEST Analysis)

    2.1 Policy

    2.2 Economics

    2.3 Sociology

    2.4 Technology

3 Contact Center Market by Type

    3.1 By Type

        3.1.1 On-Premise Type

                Table Major Company List of On-Premise Type

        3.1.2 Cloud-based Type

                Table Major Company List of Cloud-based Type

    3.2 Market Size

                Table Global Contact Center Market 2015-2019, by Type, in USD Million

                Figure Global Contact Center Market Growth 2015-2019, by Type, in USD Million

    3.3 Market Forecast

                Table Global Contact Center Market Forecast 2020-2025, by Type, in USD Million

4 Major Companies List

    4.1 Teleperformance (Company Profile, Sales Data etc.)

        4.1.1 Teleperformance Profile

                Table Teleperformance Overview List

        4.1.2 Teleperformance Products & Services

        4.1.3 Teleperformance Business Operation Conditions

                Table Business Operation of Teleperformance (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

    4.2 Alorica (Company Profile, Sales Data etc.)

        4.2.1 Alorica Profile

                Table Alorica Overview List

        4.2.2 Alorica Products & Services

        4.2.3 Alorica Business Operation Conditions

                Table Business Operation of Alorica (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

    4.3 Convergys (Company Profile, Sales Data etc.)

        4.3.1 Convergys Profile

                Table Convergys Overview List

        4.3.2 Convergys Products & Services

        4.3.3 Convergys Business Operation Conditions

                Table Business Operation of Convergys (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

    4.4 Atento S.A (Company Profile, Sales Data etc.)

        4.4.1 Atento S.A Profile

                Table Atento S.A Overview List

        4.4.2 Atento S.A Products & Services

        4.4.3 Atento S.A Business Operation Conditions

                Table Business Operation of Atento S.A (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

    4.5 Sykes Enterprises (Company Profile, Sales Data etc.)

        4.5.1 Sykes Enterprises Profile

                Table Sykes Enterprises Overview List

        4.5.2 Sykes Enterprises Products & Services

        4.5.3 Sykes Enterprises Business Operation Conditions

                Table Business Operation of Sykes Enterprises (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

    4.6 Arvato (Company Profile, Sales Data etc.)

        4.6.1 Arvato Profile

                Table Arvato Overview List

        4.6.2 Arvato Products & Services

        4.6.3 Arvato Business Operation Conditions

                Table Business Operation of Arvato (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

    4.7 Serco Group (Company Profile, Sales Data etc.)

        4.7.1 Serco Group Profile

                Table Serco Group Overview List

        4.7.2 Serco Group Products & Services

        4.7.3 Serco Group Business Operation Conditions

                Table Business Operation of Serco Group (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

    4.8 Acticall (Sitel) (Company Profile, Sales Data etc.)

        4.8.1 Acticall (Sitel) Profile

                Table Acticall (Sitel) Overview List

        4.8.2 Acticall (Sitel) Products & Services

        4.8.3 Acticall (Sitel) Business Operation Conditions

                Table Business Operation of Acticall (Sitel) (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

    4.9 Transcom (Company Profile, Sales Data etc.)

        4.9.1 Transcom Profile

                Table Transcom Overview List

        4.9.2 Transcom Products & Services

        4.9.3 Transcom Business Operation Conditions

                Table Business Operation of Transcom (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

    4.10 TeleTech (Company Profile, Sales Data etc.)

        4.10.1 TeleTech Profile

                Table TeleTech Overview List

        4.10.2 TeleTech Products & Services

        4.10.3 TeleTech Business Operation Conditions

                Table Business Operation of TeleTech (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

    4.11 Concentrix (SYNNEX) (Company Profile, Sales Data etc.)

        4.11.1 Concentrix (SYNNEX) Profile

                Table Concentrix (SYNNEX) Overview List

        4.11.2 Concentrix (SYNNEX) Products & Services

        4.11.3 Concentrix (SYNNEX) Business Operation Conditions

                Table Business Operation of Concentrix (SYNNEX) (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

    4.12 HKT Teleservices (Company Profile, Sales Data etc.)

        4.12.1 HKT Teleservices Profile

                Table HKT Teleservices Overview List

        4.12.2 HKT Teleservices Products & Services

        4.12.3 HKT Teleservices Business Operation Conditions

                Table Business Operation of HKT Teleservices (Sales Revenue, Cost, Gross Margin)

    4.13 Comdata Group (Company Profile, Sales Data etc.)

        4.13.1 Comdata Group Profile

                Table Comdata Group Overview List

        4.13.2 Comdata Group Products & Services

        4.13.3 Comdata Group Business Operation Conditions

                Table Business Operation of Comdata Group (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

5 Market Competition

    5.1 Company Competition

                Table Global Contact Center Sales Revenue 2015-2019, by Company, in USD Million

                Table Global Contact Center Sales Revenue Share 2015-2019, by Company, in USD Million

                Figure Global Contact Center Sales Revenue Share in 2019, by Company, in USD Million

    5.2 Regional Market by Company

                Figure North America Contact Center Market Concentration, in 2019

                Figure Europe Contact Center Market Market Concentration, in 2019

                Figure Asia-Pacific Contact Center MMarket Concentration, in 2019

                Figure South America Contact Center Market Concentration, in 2019

                Figure Middle East & Africa Contact Center Market Concentration, in 2019

6 Demand by End Market

    6.1 Demand Situation

        6.1.1 Demand in Telecommunication

                Figure Contact Center Demand in Telecommunication, 2015-2019, in USD Million

        6.1.2 Demand in BFSI

                Figure Contact Center Demand in BFSI, 2015-2019, in USD Million

        6.1.3 Demand in Government and Public Sector

                Figure Contact Center Demand in Government and Public Sector, 2015-2019, in USD Million

        6.1.4 Demand in Healthcare and Life Sciences

                Figure Contact Center Demand in Healthcare and Life Sciences, 2015-2019, in USD Million

        6.1.5 Demand in Retail and Consumer Goods

                Figure Contact Center Demand in Retail and Consumer Goods, 2015-2019, in USD Million

        6.1.6 Demand in Others

                Figure Contact Center Demand in Others, 2015-2019, in USD Million

    6.2 Regional Demand Comparison

                Table Regional Demand Comparison List

                Table Major Application in Different Regions

    6.3 Demand Forecast

                Table Contact Center Demand Forecast 2020-2025, by Application, in USD Million

                Figure Contact Center Market Growth 2020-2025, by Application, in USD Million

                Figure Contact Center Market Share in 2025, by Application, in USD Million

7 Region Operation

    7.1 Regional Production

                Table Contact Center Production 2015-2019, by Region, in USD Million

    7.2 Regional Market

                Table Global Contact Center Market 2015-2019, by Region, in USD Million

                Table Global Contact Center Market Share 2015-2019, by Region, in USD Million

    7.3 by Region

        7.3.1 North America

            7.3.1.1 Overview

                Figure North America Contact Center Market Size and Growth 2015-2019, in USD Million

            7.3.1.2 by Country (U.S., Canada, Mexico)

                Table North America Contact Center Market Size 2015-2019, by Country, in USD Million

        7.3.2 Europe

            7.3.2.1 Overview

                Figure Europe Contact Center Market Size and Growth 2015-2019, in USD Million

            7.3.2.2 by Country (Germany, U.K., France, Italy, Russia, Spain etc.)

                Table Europe Contact Center Market Size 2015-2019, by Country, in USD Million

        7.3.3 Asia-Pacific

            7.3.3.1 Overview

                Figure Asia-Pacific Contact Center Market Size and Growth 2015-2019, in USD Million

            7.3.3.2 by Country (China, India, Japan, Southeast Asia etc.)

                Table Asia-Pacific Contact Center Market Size 2015-2019, by Country, in USD Million

        7.3.4 South America

            7.3.4.1 Overview

                Figure South America Contact Center Market Size and Growth 2015-2019, in USD Million

            7.3.4.2 by Country (Brazil, Argentina etc.)

                Table South America Contact Center Market Size 2015-2019, by Country, in USD Million

        7.3.5 Middle East & Africa

            7.3.5.1 Overview

                Figure Middle East & Africa Contact Center Market Size and Growth 2015-2019, in USD Million

            7.3.5.2 by Country (Saudi Arabia, South Africa etc.)

                Table Middle East & Africa Contact Center Market Size 2015-2019, by Country, in USD Million

    7.4 Regional Import & Export

    7.5 Regional Forecast

                Table Contact Center Market Forecast 2020-2025, by Region, in USD Million

8 Marketing & Price

    8.1 Price and Margin

        8.1.1 Price Trends

        8.1.2 Factors of Price Change

                Table Price Factors List

        8.1.3 Manufacturers Gross Margin Analysis

    8.2 Marketing Channel

                Figure Marketing Channels Overview

9 Research Conclusion


List of Tables


List of Table


List of Table


                Table Upstream Segment of Contact Center

                Table Application Segment of Contact Center

                Table Global Contact Center Market 2015-2025, by Application, in USD Million

                Table Major Company List of Cloud-based Type

                Table Global Contact Center Market 2015-2019, by Type, in USD Million

                Table Global Contact Center Market Forecast 2020-2025, by Type, in USD Million

                Table Teleperformance Overview List

                Table Business Operation of Teleperformance (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table Alorica Overview List

                Table Business Operation of Alorica (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table Convergys Overview List

                Table Business Operation of Convergys (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table Atento S.A Overview List

                Table Business Operation of Atento S.A (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table Sykes Enterprises Overview List

                Table Business Operation of Sykes Enterprises (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table Arvato Overview List

                Table Business Operation of Arvato (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table Serco Group Overview List

                Table Business Operation of Serco Group (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table Acticall (Sitel) Overview List

                Table Business Operation of Acticall (Sitel) (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table Transcom Overview List

                Table Business Operation of Transcom (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table TeleTech Overview List

                Table Business Operation of TeleTech (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table Concentrix (SYNNEX) Overview List

                Table Business Operation of Concentrix (SYNNEX) (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table HKT Teleservices Overview List

                Table Business Operation of HKT Teleservices (Sales Revenue, Cost, Gross Margin)

                Table Comdata Group Overview List

                Table Business Operation of Comdata Group (Sales Revenue, Sales Volume, Price, Cost, Gross Margin)

                Table Global Contact Center Sales Revenue 2015-2019, by Company, in USD Million

                Table Global Contact Center Sales Revenue Share 2015-2019, by Company, in USD Million

                Table Regional Demand Comparison List

                Table Major Application in Different Regions

                Table Contact Center Demand Forecast 2020-2025, by Application, in USD Million

                Table Contact Center Production 2015-2019, by Region, in USD Million

                Table Global Contact Center Market 2015-2019, by Region, in USD Million

                Table Global Contact Center Market Share 2015-2019, by Region, in USD Million

                Table North America Contact Center Market Size 2015-2019, by Country, in USD Million

                Table Europe Contact Center Market Size 2015-2019, by Country, in USD Million

                Table Asia-Pacific Contact Center Market Size 2015-2019, by Country, in USD Million

                Table South America Contact Center Market Size 2015-2019, by Country, in USD Million

                Table Middle East & Africa Contact Center Market Size 2015-2019, by Country, in USD Million

                Table Contact Center Market Forecast 2020-2025, by Region, in USD Million

                Table Price Factors List


List of Figures


List of Figure


                Figure Contact Center Industry Chain Structure

                Figure Global Contact Center Market Growth 2015-2019, by Type, in USD Million

                Figure Global Contact Center Sales Revenue Share in 2019, by Company, in USD Million

                Figure North America Contact Center Market Concentration, in 2019

                Figure Europe Contact Center Market Market Concentration, in 2019

                Figure Asia-Pacific Contact Center MMarket Concentration, in 2019

                Figure South America Contact Center Market Concentration, in 2019

                Figure Middle East & Africa Contact Center Market Concentration, in 2019

                Figure Contact Center Demand in Telecommunication, 2015-2019, in USD Million

                Figure Contact Center Demand in BFSI, 2015-2019, in USD Million

                Figure Contact Center Demand in Government and Public Sector, 2015-2019, in USD Million

                Figure Contact Center Demand in Healthcare and Life Sciences, 2015-2019, in USD Million

                Figure Contact Center Demand in Retail and Consumer Goods, 2015-2019, in USD Million

                Figure Contact Center Demand in Others, 2015-2019, in USD Million

                Figure Contact Center Market Growth 2020-2025, by Application, in USD Million

                Figure Contact Center Market Share in 2025, by Application, in USD Million

                Figure North America Contact Center Market Size and Growth 2015-2019, in USD Million

                Figure Europe Contact Center Market Size and Growth 2015-2019, in USD Million

                Figure Asia-Pacific Contact Center Market Size and Growth 2015-2019, in USD Million

                Figure South America Contact Center Market Size and Growth 2015-2019, in USD Million

                Figure Middle East & Africa Contact Center Market Size and Growth 2015-2019, in USD Million

                Figure Marketing Channels Overview