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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 was valued at US$ 33680 million in 2023 and is anticipated to reach US$ 43570 million by 2030, witnessing a CAGR of 3.7% during the forecast period 2024-2030.
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.
This report aims to provide a comprehensive presentation of the global market for Contact Center, with both quantitative and qualitative analysis, to help readers develop business/growth strategies, assess the market competitive situation, analyze their position in the current marketplace, and make informed business decisions regarding Contact Center.
Report Scope
The Contact Center market size, estimations, and forecasts are provided in terms of revenue ($ millions), considering 2023 as the base year, with history and forecast data for the period from 2019 to 2030. This report segments the global Contact Center market comprehensively. Regional market sizes, concerning products by Type, by Application, and by players, are also provided.
For a more in-depth understanding of the market, the report provides profiles of the competitive landscape, key competitors, and their respective market ranks. The report also discusses technological trends and new product developments.
The report will help the Contact Center companies, new entrants, and industry chain related companies in this market with information on the revenues, sales volume, and average price for the overall market and the sub-segments across the different segments, by company, by Type, by Application, and by regions.
Market Segmentation
By Company
- Teleperformance
- Alorica
- Convergys
- Atento S.A
- Sykes Enterprises
- Arvato
- Serco Group
- Acticall (Sitel)
- Transcom
- TeleTech
- Concentrix (SYNNEX)
- HKT Teleservices
- Comdata Group
Segment by Type
- On-premise Type
- Cloud-based Type
Segment by Application
- Telecommunication
- Banking, Financial Services and Insurance (BFSI)
- Government and Public Sector
- Healthcare and Life Sciences
- Retail and Consumer Goods
- Others
By Region
- North America (United States, Canada)
- Europe (Germany, France, U.K., Italy, Russia)
- Asia-Pacific (China, Japan, South Korea, India, Australia, China Taiwan, Indonesia, Thailand, Malaysia)
- Latin America (Mexico, Brazil, Argentina)
- Middle East & Africa (Turkey, Saudi Arabia, UAE)
Chapter Outline
Chapter 1: Introduces the report scope of the report, executive summary of different market segments (by Type, by Application, etc), including the market size of each market segment, future development potential, and so on. 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 2: Introduces executive summary of global market size, regional market size, 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 3: Detailed analysis of Contact Center companies’ competitive landscape, revenue market share, latest development plan, merger, and acquisition information, etc.
Chapter 4: 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 5: 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 6, 7, 8, 9, 10: North America, Europe, Asia Pacific, Latin America, Middle East and Africa segment by country. It provides a quantitative analysis of the market size and development potential of each region and its main countries and introduces the market development, future development prospects, market space, and capacity of each country in the world.
Chapter 11: Provides profiles of key players, introducing the basic situation of the main companies in the market in detail, including product sales, revenue, price, gross margin, product introduction, recent development, etc.
Chapter 12: The main points and conclusions of the report.
Index
1 Report Overview
1.1 Study Scope
1.2 Market Analysis by Type
1.2.1 Global Contact Center Market Size Growth Rate by Type: 2019 VS 2023 VS 2030
1.2.2 On-premise Type
1.2.3 Cloud-based Type
1.3 Market by Application
1.3.1 Global Contact Center Market Growth by Application: 2019 VS 2023 VS 2030
1.3.2 Telecommunication
1.3.3 Banking, Financial Services and Insurance (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 Study Objectives
1.5 Years Considered
1.6 Years Considered
2 Global Growth Trends
2.1 Global Contact Center Market Perspective (2019-2030)
2.2 Contact Center Growth Trends by Region
2.2.1 Global Contact Center Market Size by Region: 2019 VS 2023 VS 2030
2.2.2 Contact Center Historic Market Size by Region (2019-2024)
2.2.3 Contact Center Forecasted Market Size by Region (2025-2030)
2.3 Contact Center Market Dynamics
2.3.1 Contact Center Industry Trends
2.3.2 Contact Center Market Drivers
2.3.3 Contact Center Market Challenges
2.3.4 Contact Center Market Restraints
3 Competition Landscape by Key Players
3.1 Global Top Contact Center Players by Revenue
3.1.1 Global Top Contact Center Players by Revenue (2019-2024)
3.1.2 Global Contact Center Revenue Market Share by Players (2019-2024)
3.2 Global Contact Center Market Share by Company Type (Tier 1, Tier 2, and Tier 3)
3.3 Players Covered: Ranking by Contact Center Revenue
3.4 Global Contact Center Market Concentration Ratio
3.4.1 Global Contact Center Market Concentration Ratio (CR5 and HHI)
3.4.2 Global Top 10 and Top 5 Companies by Contact Center Revenue in 2023
3.5 Contact Center Key Players Head office and Area Served
3.6 Key Players Contact Center Product Solution and Service
3.7 Date of Enter into Contact Center Market
3.8 Mergers & Acquisitions, Expansion Plans
4 Contact Center Breakdown Data by Type
4.1 Global Contact Center Historic Market Size by Type (2019-2024)
4.2 Global Contact Center Forecasted Market Size by Type (2025-2030)
5 Contact Center Breakdown Data by Application
5.1 Global Contact Center Historic Market Size by Application (2019-2024)
5.2 Global Contact Center Forecasted Market Size by Application (2025-2030)
6 North America
6.1 North America Contact Center Market Size (2019-2030)
6.2 North America Contact Center Market Growth Rate by Country: 2019 VS 2023 VS 2030
6.3 North America Contact Center Market Size by Country (2019-2024)
6.4 North America Contact Center Market Size by Country (2025-2030)
6.5 United States
6.6 Canada
7 Europe
7.1 Europe Contact Center Market Size (2019-2030)
7.2 Europe Contact Center Market Growth Rate by Country: 2019 VS 2023 VS 2030
7.3 Europe Contact Center Market Size by Country (2019-2024)
7.4 Europe Contact Center Market Size by Country (2025-2030)
7.5 Germany
7.6 France
7.7 U.K.
7.8 Italy
7.9 Russia
7.10 Nordic Countries
8 Asia-Pacific
8.1 Asia-Pacific Contact Center Market Size (2019-2030)
8.2 Asia-Pacific Contact Center Market Growth Rate by Region: 2019 VS 2023 VS 2030
8.3 Asia-Pacific Contact Center Market Size by Region (2019-2024)
8.4 Asia-Pacific Contact Center Market Size by Region (2025-2030)
8.5 China
8.6 Japan
8.7 South Korea
8.8 Southeast Asia
8.9 India
8.10 Australia
9 Latin America
9.1 Latin America Contact Center Market Size (2019-2030)
9.2 Latin America Contact Center Market Growth Rate by Country: 2019 VS 2023 VS 2030
9.3 Latin America Contact Center Market Size by Country (2019-2024)
9.4 Latin America Contact Center Market Size by Country (2025-2030)
9.5 Mexico
9.6 Brazil
10 Middle East & Africa
10.1 Middle East & Africa Contact Center Market Size (2019-2030)
10.2 Middle East & Africa Contact Center Market Growth Rate by Country: 2019 VS 2023 VS 2030
10.3 Middle East & Africa Contact Center Market Size by Country (2019-2024)
10.4 Middle East & Africa Contact Center Market Size by Country (2025-2030)
10.5 Turkey
10.6 Saudi Arabia
10.7 UAE
11 Key Players Profiles
11.1 Teleperformance
11.1.1 Teleperformance Company Detail
11.1.2 Teleperformance Business Overview
11.1.3 Teleperformance Contact Center Introduction
11.1.4 Teleperformance Revenue in Contact Center Business (2019-2024)
11.1.5 Teleperformance Recent Development
11.2 Alorica
11.2.1 Alorica Company Detail
11.2.2 Alorica Business Overview
11.2.3 Alorica Contact Center Introduction
11.2.4 Alorica Revenue in Contact Center Business (2019-2024)
11.2.5 Alorica Recent Development
11.3 Convergys
11.3.1 Convergys Company Detail
11.3.2 Convergys Business Overview
11.3.3 Convergys Contact Center Introduction
11.3.4 Convergys Revenue in Contact Center Business (2019-2024)
11.3.5 Convergys Recent Development
11.4 Atento S.A
11.4.1 Atento S.A Company Detail
11.4.2 Atento S.A Business Overview
11.4.3 Atento S.A Contact Center Introduction
11.4.4 Atento S.A Revenue in Contact Center Business (2019-2024)
11.4.5 Atento S.A Recent Development
11.5 Sykes Enterprises
11.5.1 Sykes Enterprises Company Detail
11.5.2 Sykes Enterprises Business Overview
11.5.3 Sykes Enterprises Contact Center Introduction
11.5.4 Sykes Enterprises Revenue in Contact Center Business (2019-2024)
11.5.5 Sykes Enterprises Recent Development
11.6 Arvato
11.6.1 Arvato Company Detail
11.6.2 Arvato Business Overview
11.6.3 Arvato Contact Center Introduction
11.6.4 Arvato Revenue in Contact Center Business (2019-2024)
11.6.5 Arvato Recent Development
11.7 Serco Group
11.7.1 Serco Group Company Detail
11.7.2 Serco Group Business Overview
11.7.3 Serco Group Contact Center Introduction
11.7.4 Serco Group Revenue in Contact Center Business (2019-2024)
11.7.5 Serco Group Recent Development
11.8 Acticall (Sitel)
11.8.1 Acticall (Sitel) Company Detail
11.8.2 Acticall (Sitel) Business Overview
11.8.3 Acticall (Sitel) Contact Center Introduction
11.8.4 Acticall (Sitel) Revenue in Contact Center Business (2019-2024)
11.8.5 Acticall (Sitel) Recent Development
11.9 Transcom
11.9.1 Transcom Company Detail
11.9.2 Transcom Business Overview
11.9.3 Transcom Contact Center Introduction
11.9.4 Transcom Revenue in Contact Center Business (2019-2024)
11.9.5 Transcom Recent Development
11.10 TeleTech
11.10.1 TeleTech Company Detail
11.10.2 TeleTech Business Overview
11.10.3 TeleTech Contact Center Introduction
11.10.4 TeleTech Revenue in Contact Center Business (2019-2024)
11.10.5 TeleTech Recent Development
11.11 Concentrix (SYNNEX)
11.11.1 Concentrix (SYNNEX) Company Detail
11.11.2 Concentrix (SYNNEX) Business Overview
11.11.3 Concentrix (SYNNEX) Contact Center Introduction
11.11.4 Concentrix (SYNNEX) Revenue in Contact Center Business (2019-2024)
11.11.5 Concentrix (SYNNEX) Recent Development
11.12 HKT Teleservices
11.12.1 HKT Teleservices Company Detail
11.12.2 HKT Teleservices Business Overview
11.12.3 HKT Teleservices Contact Center Introduction
11.12.4 HKT Teleservices Revenue in Contact Center Business (2019-2024)
11.12.5 HKT Teleservices Recent Development
11.13 Comdata Group
11.13.1 Comdata Group Company Detail
11.13.2 Comdata Group Business Overview
11.13.3 Comdata Group Contact Center Introduction
11.13.4 Comdata Group Revenue in Contact Center Business (2019-2024)
11.13.5 Comdata Group Recent Development
12 Analyst's Viewpoints/Conclusions
13 Appendix
13.1 Research Methodology
13.1.1 Methodology/Research Approach
13.1.2 Data Source
13.2 Disclaimer
13.3 Author Details
Published By : QY Research
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