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Contact Center-Global Market Insights and Sales Trends 2024
Synopsis
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 global Contact Center market size is expected to reach US$ 43570 million by 2029, growing at a CAGR of 3.7% from 2023 to 2029. The market is mainly driven by the significant applications of Contact Center in various end use industries. The expanding demands from the Telecommunication, Banking, Financial Services and Insurance (BFSI), Government and Public Sector and Healthcare and Life Sciences, are propelling Contact Center market. On-premise Type, one of the segments analysed in this report, is projected to record % CAGR and reach US$ million by the end of the analysis period. Growth in the Cloud-based Type segment is estimated at % CAGR for the next seven-year period.
The market for Contact Center is fragmented with players such as Teleperformance, Alorica, Convergys, Atento S.A, Sykes Enterprises, Arvato, Serco Group, Acticall (Sitel), Transcom, TeleTech, Concentrix (SYNNEX), HKT Teleservices and Comdata Group, etc.
Report Objectives
This report provides market insight on the different segments, by players, by Type, by Application. Market size and forecast (2018-2029) has been provided in the report. The primary objectives of this report are to provide 1) global market size and forecasts, growth rates, market dynamics, industry structure and developments, market situation, trends; 2) global market share and ranking by company; 3) comprehensive presentation of the global market for Contact Center, with both quantitative and qualitative analysis through detailed segmentation; 4) detailed value chain analysis and review of growth factors essential for the existing market players and new entrants; 5) emerging opportunities in the market and the future impact of major drivers and restraints of the market.
Key Features of The Study:
This report provides in-depth analysis of the global Contact Center market, and provides market size (US$ million) and CAGR for the forecast period (2023-2029), considering 2022 as the base year.
This report profiles key players in the global Contact Center market based on the following parameters - company details (found date, headquarters, manufacturing bases), products portfolio, Contact Center sales data, market share and ranking.
This report elucidates potential market opportunities across different segments and explains attractive investment proposition matrices for this market.
This report illustrates key insights about market drivers, restraints, opportunities, market trends, regional outlook.
Key companies of Contact Center covered in this report include Teleperformance, Alorica, Convergys, Atento S.A, Sykes Enterprises, Arvato, Serco Group, Acticall (Sitel) and Transcom, etc.
The global Contact Center market report caters to various stakeholders in this industry including investors, suppliers, product players, distributors, new entrants, and financial analysts.
Market Segmentation
Company Profiles:
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, by region:
North America (U.S., Canada, Mexico)
Europe (Germany, France, UK, Italy, etc.)
Asia Pacific (China, Japan, South Korea, Southeast Asia, India, etc.)
South America (Brazil, etc.)
Middle East and Africa (Turkey, GCC Countries, Africa, etc.)
Global Contact Center market, Segment by Type:
On-premise Type
Cloud-based Type
Global Contact Center market, by Application
Telecommunication
Banking, Financial Services and Insurance (BFSI)
Government and Public Sector
Healthcare and Life Sciences
Retail and Consumer Goods
Others
Core Chapters
Chapter One: Introduces the report scope of the report, executive summary of global and regional market size and CAGR for the history and forecast period (2018-2023, 2024-2029). It offers a high-level view of the current state of the market and its likely evolution in the short to mid-term, and long term.
Chapter Two: Provides the analysis of various market segments by Type, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different market segments.
Chapter Three: Provides the analysis of various market segments by Application, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different downstream markets.
Chapter Four: Detailed analysis of Contact Center companies’ competitive landscape, revenue, market share and ranking, latest development plan, merger, and acquisition information, etc.
Chapter Five: Provides profiles of key players, introducing the basic situation of the main companies in the market in detail, including product introduction, revenue, recent development, etc.
Chapter Six, Seven, Eight, Nine and Ten: North America, Europe, Asia Pacific, Latin America, Middle East & Africa, revenue by country.
Chapter Eleven: this section also introduces the market dynamics, latest developments of the market, the driving factors and restrictive factors of the market, the challenges and risks faced by companies in the industry, and the analysis of relevant policies in the industry.
Chapter Twelve: Research Finding/Conclusion
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 global Contact Center market size is expected to reach US$ 43570 million by 2029, growing at a CAGR of 3.7% from 2023 to 2029. The market is mainly driven by the significant applications of Contact Center in various end use industries. The expanding demands from the Telecommunication, Banking, Financial Services and Insurance (BFSI), Government and Public Sector and Healthcare and Life Sciences, are propelling Contact Center market. On-premise Type, one of the segments analysed in this report, is projected to record % CAGR and reach US$ million by the end of the analysis period. Growth in the Cloud-based Type segment is estimated at % CAGR for the next seven-year period.
The market for Contact Center is fragmented with players such as Teleperformance, Alorica, Convergys, Atento S.A, Sykes Enterprises, Arvato, Serco Group, Acticall (Sitel), Transcom, TeleTech, Concentrix (SYNNEX), HKT Teleservices and Comdata Group, etc.
Report Objectives
This report provides market insight on the different segments, by players, by Type, by Application. Market size and forecast (2018-2029) has been provided in the report. The primary objectives of this report are to provide 1) global market size and forecasts, growth rates, market dynamics, industry structure and developments, market situation, trends; 2) global market share and ranking by company; 3) comprehensive presentation of the global market for Contact Center, with both quantitative and qualitative analysis through detailed segmentation; 4) detailed value chain analysis and review of growth factors essential for the existing market players and new entrants; 5) emerging opportunities in the market and the future impact of major drivers and restraints of the market.
Key Features of The Study:
This report provides in-depth analysis of the global Contact Center market, and provides market size (US$ million) and CAGR for the forecast period (2023-2029), considering 2022 as the base year.
This report profiles key players in the global Contact Center market based on the following parameters - company details (found date, headquarters, manufacturing bases), products portfolio, Contact Center sales data, market share and ranking.
This report elucidates potential market opportunities across different segments and explains attractive investment proposition matrices for this market.
This report illustrates key insights about market drivers, restraints, opportunities, market trends, regional outlook.
Key companies of Contact Center covered in this report include Teleperformance, Alorica, Convergys, Atento S.A, Sykes Enterprises, Arvato, Serco Group, Acticall (Sitel) and Transcom, etc.
The global Contact Center market report caters to various stakeholders in this industry including investors, suppliers, product players, distributors, new entrants, and financial analysts.
Market Segmentation
Company Profiles:
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, by region:
North America (U.S., Canada, Mexico)
Europe (Germany, France, UK, Italy, etc.)
Asia Pacific (China, Japan, South Korea, Southeast Asia, India, etc.)
South America (Brazil, etc.)
Middle East and Africa (Turkey, GCC Countries, Africa, etc.)
Global Contact Center market, Segment by Type:
On-premise Type
Cloud-based Type
Global Contact Center market, by Application
Telecommunication
Banking, Financial Services and Insurance (BFSI)
Government and Public Sector
Healthcare and Life Sciences
Retail and Consumer Goods
Others
Core Chapters
Chapter One: Introduces the report scope of the report, executive summary of global and regional market size and CAGR for the history and forecast period (2018-2023, 2024-2029). It offers a high-level view of the current state of the market and its likely evolution in the short to mid-term, and long term.
Chapter Two: Provides the analysis of various market segments by Type, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different market segments.
Chapter Three: Provides the analysis of various market segments by Application, covering the market size and development potential of each market segment, to help readers find the blue ocean market in different downstream markets.
Chapter Four: Detailed analysis of Contact Center companies’ competitive landscape, revenue, market share and ranking, latest development plan, merger, and acquisition information, etc.
Chapter Five: Provides profiles of key players, introducing the basic situation of the main companies in the market in detail, including product introduction, revenue, recent development, etc.
Chapter Six, Seven, Eight, Nine and Ten: North America, Europe, Asia Pacific, Latin America, Middle East & Africa, revenue by country.
Chapter Eleven: this section also introduces the market dynamics, latest developments of the market, the driving factors and restrictive factors of the market, the challenges and risks faced by companies in the industry, and the analysis of relevant policies in the industry.
Chapter Twelve: Research Finding/Conclusion
Index1 Market Overview of Contact Center
1.1 Contact Center Market Overview
1.1.1 Contact Center Product Scope
1.1.2 Contact Center Market Status and Outlook
1.2 Global Contact Center Market Size Overview by Region 2018 VS 2022 VS 2029
1.3 Global Contact Center Market Size by Region (2018-2029)
1.4 Global Contact Center Historic Market Size by Region (2018-2023)
1.5 Global Contact Center Market Size Forecast by Region (2024-2029)
1.6 Key Regions, Contact Center Market Size (2018-2029)
1.6.1 North America Contact Center Market Size (2018-2029)
1.6.2 Europe Contact Center Market Size (2018-2029)
1.6.3 Asia-Pacific Contact Center Market Size (2018-2029)
1.6.4 Latin America Contact Center Market Size (2018-2029)
1.6.5 Middle East & Africa Contact Center Market Size (2018-2029)
2 Contact Center Market by Type
2.1 Introduction
2.1.1 On-premise Type
2.1.2 Cloud-based Type
2.2 Global Contact Center Market Size by Type: 2018 VS 2022 VS 2029
2.2.1 Global Contact Center Historic Market Size by Type (2018-2023)
2.2.2 Global Contact Center Forecasted Market Size by Type (2024-2029)
2.3 Key Regions Market Size by Type
2.3.1 North America Contact Center Revenue Breakdown by Type (2018-2029)
2.3.2 Europe Contact Center Revenue Breakdown by Type (2018-2029)
2.3.3 Asia-Pacific Contact Center Revenue Breakdown by Type (2018-2029)
2.3.4 Latin America Contact Center Revenue Breakdown by Type (2018-2029)
2.3.5 Middle East and Africa Contact Center Revenue Breakdown by Type (2018-2029)
3 Contact Center Market Overview by Application
3.1 Introduction
3.1.1 Telecommunication
3.1.2 Banking, Financial Services and Insurance (BFSI)
3.1.3 Government and Public Sector
3.1.4 Healthcare and Life Sciences
3.1.5 Retail and Consumer Goods
3.1.6 Others
3.2 Global Contact Center Market Size by Application: 2018 VS 2022 VS 2029
3.2.1 Global Contact Center Historic Market Size by Application (2018-2023)
3.2.2 Global Contact Center Forecasted Market Size by Application (2024-2029)
3.3 Key Regions Market Size by Application
3.3.1 North America Contact Center Revenue Breakdown by Application (2018-2029)
3.3.2 Europe Contact Center Revenue Breakdown by Application (2018-2029)
3.3.3 Asia-Pacific Contact Center Revenue Breakdown by Application (2018-2029)
3.3.4 Latin America Contact Center Revenue Breakdown by Application (2018-2029)
3.3.5 Middle East and Africa Contact Center Revenue Breakdown by Application (2018-2029)
4 Contact Center Competition Analysis by Players
4.1 Global Contact Center Market Size by Players (2018-2023)
4.2 Global Top Players by Company Type (Tier 1, Tier 2 and Tier 3) & (based on the Revenue in Contact Center as of 2022)
4.3 Date of Key Players Enter into Contact Center Market
4.4 Global Top Players Contact Center Headquarters and Area Served
4.5 Key Players Contact Center Product Solution and Service
4.6 Competitive Status
4.6.1 Contact Center Market Concentration Rate
4.6.2 Mergers & Acquisitions, Expansion Plans
5 Company (Top Players) Profiles
5.1 Teleperformance
5.1.1 Teleperformance Profile
5.1.2 Teleperformance Main Business
5.1.3 Teleperformance Contact Center Products, Services and Solutions
5.1.4 Teleperformance Contact Center Revenue (US$ Million) & (2018-2023)
5.1.5 Teleperformance Recent Developments
5.2 Alorica
5.2.1 Alorica Profile
5.2.2 Alorica Main Business
5.2.3 Alorica Contact Center Products, Services and Solutions
5.2.4 Alorica Contact Center Revenue (US$ Million) & (2018-2023)
5.2.5 Alorica Recent Developments
5.3 Convergys
5.3.1 Convergys Profile
5.3.2 Convergys Main Business
5.3.3 Convergys Contact Center Products, Services and Solutions
5.3.4 Convergys Contact Center Revenue (US$ Million) & (2018-2023)
5.3.5 Atento S.A Recent Developments
5.4 Atento S.A
5.4.1 Atento S.A Profile
5.4.2 Atento S.A Main Business
5.4.3 Atento S.A Contact Center Products, Services and Solutions
5.4.4 Atento S.A Contact Center Revenue (US$ Million) & (2018-2023)
5.4.5 Atento S.A Recent Developments
5.5 Sykes Enterprises
5.5.1 Sykes Enterprises Profile
5.5.2 Sykes Enterprises Main Business
5.5.3 Sykes Enterprises Contact Center Products, Services and Solutions
5.5.4 Sykes Enterprises Contact Center Revenue (US$ Million) & (2018-2023)
5.5.5 Sykes Enterprises Recent Developments
5.6 Arvato
5.6.1 Arvato Profile
5.6.2 Arvato Main Business
5.6.3 Arvato Contact Center Products, Services and Solutions
5.6.4 Arvato Contact Center Revenue (US$ Million) & (2018-2023)
5.6.5 Arvato Recent Developments
5.7 Serco Group
5.7.1 Serco Group Profile
5.7.2 Serco Group Main Business
5.7.3 Serco Group Contact Center Products, Services and Solutions
5.7.4 Serco Group Contact Center Revenue (US$ Million) & (2018-2023)
5.7.5 Serco Group Recent Developments
5.8 Acticall (Sitel)
5.8.1 Acticall (Sitel) Profile
5.8.2 Acticall (Sitel) Main Business
5.8.3 Acticall (Sitel) Contact Center Products, Services and Solutions
5.8.4 Acticall (Sitel) Contact Center Revenue (US$ Million) & (2018-2023)
5.8.5 Acticall (Sitel) Recent Developments
5.9 Transcom
5.9.1 Transcom Profile
5.9.2 Transcom Main Business
5.9.3 Transcom Contact Center Products, Services and Solutions
5.9.4 Transcom Contact Center Revenue (US$ Million) & (2018-2023)
5.9.5 Transcom Recent Developments
5.10 TeleTech
5.10.1 TeleTech Profile
5.10.2 TeleTech Main Business
5.10.3 TeleTech Contact Center Products, Services and Solutions
5.10.4 TeleTech Contact Center Revenue (US$ Million) & (2018-2023)
5.10.5 TeleTech Recent Developments
5.11 Concentrix (SYNNEX)
5.11.1 Concentrix (SYNNEX) Profile
5.11.2 Concentrix (SYNNEX) Main Business
5.11.3 Concentrix (SYNNEX) Contact Center Products, Services and Solutions
5.11.4 Concentrix (SYNNEX) Contact Center Revenue (US$ Million) & (2018-2023)
5.11.5 Concentrix (SYNNEX) Recent Developments
5.12 HKT Teleservices
5.12.1 HKT Teleservices Profile
5.12.2 HKT Teleservices Main Business
5.12.3 HKT Teleservices Contact Center Products, Services and Solutions
5.12.4 HKT Teleservices Contact Center Revenue (US$ Million) & (2018-2023)
5.12.5 HKT Teleservices Recent Developments
5.13 Comdata Group
5.13.1 Comdata Group Profile
5.13.2 Comdata Group Main Business
5.13.3 Comdata Group Contact Center Products, Services and Solutions
5.13.4 Comdata Group Contact Center Revenue (US$ Million) & (2018-2023)
5.13.5 Comdata Group Recent Developments
6 North America
6.1 North America Contact Center Market Size by Country (2018-2029)
6.2 U.S.
6.3 Canada
7 Europe
7.1 Europe Contact Center Market Size by Country (2018-2029)
7.2 Germany
7.3 France
7.4 U.K.
7.5 Italy
7.6 Russia
7.7 Nordic Countries
7.8 Rest of Europe
8 Asia-Pacific
8.1 Asia-Pacific Contact Center Market Size by Region (2018-2029)
8.2 China
8.3 Japan
8.4 South Korea
8.5 Southeast Asia
8.6 India
8.7 Australia
8.8 Rest of Asia-Pacific
9 Latin America
9.1 Latin America Contact Center Market Size by Country (2018-2029)
9.2 Mexico
9.3 Brazil
9.4 Rest of Latin America
10 Middle East & Africa
10.1 Middle East & Africa Contact Center Market Size by Country (2018-2029)
10.2 Turkey
10.3 Saudi Arabia
10.4 UAE
10.5 Rest of Middle East & Africa
11 Contact Center Market Dynamics
11.1 Contact Center Industry Trends
11.2 Contact Center Market Drivers
11.3 Contact Center Market Challenges
11.4 Contact Center Market Restraints
12 Research Finding /Conclusion
13 Methodology and Data Source
13.1 Methodology/Research Approach
13.1.1 Research Programs/Design
13.1.2 Market Size Estimation
13.1.3 Market Breakdown and Data Triangulation
13.2 Data Source
13.2.1 Secondary Sources
13.2.2 Primary Sources
13.3 Disclaimer
13.4 Author List
Published By : QY Research
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