2018-2023 Global Contact Center Market Report (Status and Outlook)
Published On: September 2018
 
Report ID:313387
 
 
Pages: 132




In this report, Fior Markets studies the present scenario (with the base year being 2017) and the growth prospects of global Contact Center market for 2018-2023.

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 creation of the multi-media contact center reflects the confluence of exciting changes in technology and new developments in customer service thinking. The massive rise and appeal of the Internet have given birth to many new ways for customers to contact the companies they deal with. E-mail, text chat and a host of newer technologies give us more chances to engage in a dialogue with any company we choose in a matter of seconds.

Despite the presence of competition problems, due to the EMEA 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 for Contact Center 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.

Over the next five years, Fior Markets projects that Contact Center will register a xx% CAGR in terms of revenue, reach US$ xx million by 2023, from US$ xx million in 2017.

This report presents a comprehensive overview, market shares and growth opportunities of Contact Center market by product type, application, key companies and key regions.

To calculate the market size, Fior Markets considers value generated from the sales of the following segments:

Segmentation by product type:

24 hours

online severice

Segmentation by application:

Telecommunication

Banking, Financial Services and Insurance (BFSI)

Government and Public Sector

Healthcare and Life Sciences

Retail and Consumer Goods

Others

We can also provide the customized separate regional or country-level reports, for the following regions:

Americas

United States

Canada

Mexico

Brazil

APAC

China

Japan

Korea

Southeast Asia

India

Australia

Europe

Germany

France

UK

Italy

Russia

Spain

Middle East & Africa

Egypt

South Africa

Israel

Turkey

GCC Countries

The report also presents the market competition landscape and a corresponding detailed analysis of the major players in the market. The key players covered in this report:

Teleperformance

Convergys (Stream)

Sykes Enterprises Inc.

Transcom

Atento

Arvato

West Corporation

Acticall (Sitel)

TeleTech Holdings Inc.

Comdata Group

Serco

Concentrix

In addition, this report discusses the key drivers influencing market growth, opportunities, the challenges and the risks faced by key players and the market as a whole. It also analyzes key emerging trends and their impact on present and future development.

Research objectives

To study and analyze the global Contact Center market size by key regions/countries, product type and application, history data from 2013 to 2017, and forecast to 2023.

To understand the structure of Contact Center market by identifying its various subsegments.

Focuses on the key global Contact Center players, to define, describe and analyze the value, market share, market competition landscape, SWOT analysis and development plans in next few years.

To analyze the Contact Center with respect to individual growth trends, future prospects, and their contribution to the total market.

To share detailed information about the key factors influencing the growth of the market (growth potential, opportunities, drivers, industry-specific challenges and risks).

To project the size of Contact Center submarkets, with respect to key regions (along with their respective key countries).

To analyze competitive developments such as expansions, agreements, new product launches and acquisitions in the market.

To strategically profile the key players and comprehensively analyze their growth strategies.

Table of Contents

2018-2023 Global Contact Center Market Report (Status and Outlook)

1 Scope of the Report

1.1 Market Introduction

1.2 Research Objectives

1.3 Years Considered

1.4 Market Research Methodology

1.5 Economic Indicators

1.6 Currency Considered

2 Executive Summary

2.1 World Market Overview

2.1.1 Global Contact Center Market Size 2013-2023

2.1.2 Contact Center Market Size CAGR by Region

2.2 Contact Center Segment by Type

2.2.1 24 hours

2.2.2 online severice

2.3 Contact Center Market Size by Type

2.3.1 Global Contact Center Market Size Market Share by Type (2013-2018)

2.3.2 Global Contact Center Market Size Growth Rate by Type (2013-2018)

2.4 Contact Center Segment by Application

2.4.1 Telecommunication

2.4.2 Banking, Financial Services and Insurance (BFSI)

2.4.3 Government and Public Sector

2.4.4 Healthcare and Life Sciences

2.4.5 Retail and Consumer Goods

2.4.6 Others

2.5 Contact Center Market Size by Application

2.5.1 Global Contact Center Market Size Market Share by Application (2013-2018)

2.5.2 Global Contact Center Market Size Growth Rate by Application (2013-2018)

3 Global Contact Center by Players

3.1 Global Contact Center Market Size Market Share by Players

3.1.1 Global Contact Center Market Size by Players (2016-2018)

3.1.2 Global Contact Center Market Size Market Share by Players (2016-2018)

3.2 Global Contact Center Key Players Head office and Products Offered

3.3 Market Concentration Rate Analysis

3.3.1 Competition Landscape Analysis

3.3.2 Concentration Ratio (CR3, CR5 and CR10) (2016-2018)

3.4 New Products and Potential Entrants

3.5 Mergers & Acquisitions, Expansion

4 Contact Center by Regions

4.1 Contact Center Market Size by Regions

4.2 Americas Contact Center Market Size Growth

4.3 APAC Contact Center Market Size Growth

4.4 Europe Contact Center Market Size Growth

4.5 Middle East & Africa Contact Center Market Size Growth

5 Americas

5.1 Americas Contact Center Market Size by Countries

5.2 Americas Contact Center Market Size by Type

5.3 Americas Contact Center Market Size by Application

5.4 United States

5.5 Canada

5.6 Mexico

5.7 Key Economic Indicators of Few Americas Countries

6 APAC

6.1 APAC Contact Center Market Size by Countries

6.2 APAC Contact Center Market Size by Type

6.3 APAC Contact Center Market Size by Application

6.4 China

6.5 Japan

6.6 Korea

6.7 Southeast Asia

6.8 India

6.9 Australia

6.10 Key Economic Indicators of Few APAC Countries

7 Europe

7.1 Europe Contact Center by Countries

7.2 Europe Contact Center Market Size by Type

7.3 Europe Contact Center Market Size by Application

7.4 Germany

7.5 France

7.6 UK

7.7 Italy

7.8 Russia

7.9 Spain

7.10 Key Economic Indicators of Few Europe Countries

8 Middle East & Africa

8.1 Middle East & Africa Contact Center by Countries

8.2 Middle East & Africa Contact Center Market Size by Type

8.3 Middle East & Africa Contact Center Market Size by Application

8.4 Egypt

8.5 South Africa

8.6 Israel

8.7 Turkey

8.8 GCC Countries

9 Market Drivers, Challenges and Trends

9.1 Market Drivers and Impact

9.1.1 Growing Demand from Key Regions

9.1.2 Growing Demand from Key Applications and Potential Industries

9.2 Market Challenges and Impact

9.3 Market Trends

10 Global Contact Center Market Forecast

10.1 Global Contact Center Market Size Forecast (2018-2023)

10.2 Global Contact Center Forecast by Regions

10.2.1 Global Contact Center Forecast by Regions (2018-2023)

10.2.2 Americas Market Forecast

10.2.3 APAC Market Forecast

10.2.4 Europe Market Forecast

10.2.5 Middle East & Africa Market Forecast

10.3 Americas Forecast by Countries

10.3.1 United States Market Forecast

10.3.2 Canada Market Forecast

10.3.3 Mexico Market Forecast

10.3.4 Brazil Market Forecast

10.4 APAC Forecast by Countries

10.4.1 China Market Forecast

10.4.2 Japan Market Forecast

10.4.3 Korea Market Forecast

10.4.4 Southeast Asia Market Forecast

10.4.5 India Market Forecast

10.4.6 Australia Market Forecast

10.5 Europe Forecast by Countries

10.5.1 Germany Market Forecast

10.5.2 France Market Forecast

10.5.3 UK Market Forecast

10.5.4 Italy Market Forecast

10.5.5 Russia Market Forecast

10.5.6 Spain Market Forecast

10.6 Middle East & Africa Forecast by Countries

10.6.1 Egypt Market Forecast

10.6.2 South Africa Market Forecast

10.6.3 Israel Market Forecast

10.6.4 Turkey Market Forecast

10.6.5 GCC Countries Market Forecast

10.7 Global Contact Center Forecast by Type

10.8 Global Contact Center Forecast by Application

11 Key Players Analysis

11.1 Teleperformance

11.1.1 Company Details

11.1.2 Contact Center Product Offered

11.1.3 Teleperformance Contact Center Revenue, Gross Margin and Market Share (2016-2018)

11.1.4 Main Business Overview

11.1.5 Teleperformance News

11.2 Convergys (Stream)

11.2.1 Company Details

11.2.2 Contact Center Product Offered

11.2.3 Convergys (Stream) Contact Center Revenue, Gross Margin and Market Share (2016-2018)

11.2.4 Main Business Overview

11.2.5 Convergys (Stream) News

11.3 Sykes Enterprises Inc.

11.3.1 Company Details

11.3.2 Contact Center Product Offered

11.3.3 Sykes Enterprises Inc. Contact Center Revenue, Gross Margin and Market Share (2016-2018)

11.3.4 Main Business Overview

11.3.5 Sykes Enterprises Inc. News

11.4 Transcom

11.4.1 Company Details

11.4.2 Contact Center Product Offered

11.4.3 Transcom Contact Center Revenue, Gross Margin and Market Share (2016-2018)

11.4.4 Main Business Overview

11.4.5 Transcom News

11.5 Atento

11.5.1 Company Details

11.5.2 Contact Center Product Offered

11.5.3 Atento Contact Center Revenue, Gross Margin and Market Share (2016-2018)

11.5.4 Main Business Overview

11.5.5 Atento News

11.6 Arvato

11.6.1 Company Details

11.6.2 Contact Center Product Offered

11.6.3 Arvato Contact Center Revenue, Gross Margin and Market Share (2016-2018)

11.6.4 Main Business Overview

11.6.5 Arvato News

11.7 West Corporation

11.7.1 Company Details

11.7.2 Contact Center Product Offered

11.7.3 West Corporation Contact Center Revenue, Gross Margin and Market Share (2016-2018)

11.7.4 Main Business Overview

11.7.5 West Corporation News

11.8 Acticall (Sitel)

11.8.1 Company Details

11.8.2 Contact Center Product Offered

11.8.3 Acticall (Sitel) Contact Center Revenue, Gross Margin and Market Share (2016-2018)

11.8.4 Main Business Overview

11.8.5 Acticall (Sitel) News

11.9 TeleTech Holdings Inc.

11.9.1 Company Details

11.9.2 Contact Center Product Offered

11.9.3 TeleTech Holdings Inc. Contact Center Revenue, Gross Margin and Market Share (2016-2018)

11.9.4 Main Business Overview

11.9.5 TeleTech Holdings Inc. News

11.10 Comdata Group

11.10.1 Company Details

11.10.2 Contact Center Product Offered

11.10.3 Comdata Group Contact Center Revenue, Gross Margin and Market Share (2016-2018)

11.10.4 Main Business Overview

11.10.5 Comdata Group News

11.11 Serco

11.12 Concentrix

12 Research Findings and Conclusion




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