The global contact center market is expected to grow at a CAGR of 6.5% during the forecast period, from 2021 to 2030. The market is driven by factors such as increasing customer expectations and the need for 24/7 customer service, which are leading to an increase in demand for contact centers. The increasing adoption of cloud-based contact center solutions is also driving the growth of this market.
The global contact center market has been segmented on the basis of type, application, and region. On the basis of type, it has been classified into 24 hours and online service; on the basis of application it has been classified into telecommunication, banking & financial services & insurance (BFSI), government & public sector, healthcare & life sciences retail & consumer goods; and on the basis of region it has been classified into North America Latin America Europe Asia Pacific Middle East Africa (MEA).
Some Of The Growth Factors Of This Market:
- The contact center market is expected to reach $14 billion by 2020.
- Contact centers are becoming more and more important for customer service, as customers are demanding better service and companies are looking for ways to improve their customer experience.
- Companies are investing in contact centers because they want to provide the best possible customer experience.
- Contact centers have become an integral part of the business process, as they help companies manage their customers' expectations.
Industry Growth Insights published a new data on “Contact Center Market”. The research report is titled “Contact Center Market research by Types (24 hours, online service, Contact Cente), By Applications (Telecommunication, Banking, Financial Services and Insurance (BFSI), Government and Public Sector, Healthcare and Life Sciences, Retail and Consumer Goods, Others), By Players/Companies Teleperformance, Convergys (Stream), Sykes Enterprises Inc., Transcom, Atento, Arvato, West Corporation, Acticall (Sitel), TeleTech Holdings Inc., Comdata Group, Serco, Concentrix, Contact Cente”.
Scope Of The Report
Report Attributes
Report Details
Report Title
Contact Center Market Research Report
By Type
24 hours, online service, Contact Cente
By Application
Telecommunication, Banking, Financial Services and Insurance (BFSI), Government and Public Sector, Healthcare and Life Sciences, Retail and Consumer Goods, Others
By Companies
Teleperformance, Convergys (Stream), Sykes Enterprises Inc., Transcom, Atento, Arvato, West Corporation, Acticall (Sitel), TeleTech Holdings Inc., Comdata Group, Serco, Concentrix, Contact Cente
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
230
Number of Tables & Figures
161
Customization Available
Yes, the report can be customized as per your need.
Global Contact Center Market Report Segments:
The global Contact Center market is segmented on the basis of:
Types
24 hours, online service, Contact Cente
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Telecommunication, Banking, Financial Services and Insurance (BFSI), Government and Public Sector, Healthcare and Life Sciences, Retail and Consumer Goods, Others
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Teleperformance
- Convergys (Stream)
- Sykes Enterprises Inc.
- Transcom
- Atento
- Arvato
- West Corporation
- Acticall (Sitel)
- TeleTech Holdings Inc.
- Comdata Group
- Serco
- Concentrix
- Contact Cente
Highlights of The Contact Center Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- 24 hours
- online service
- Contact Cente
- By Application:
- Telecommunication
- Banking, Financial Services and Insurance (BFSI)
- Government and Public Sector
- Healthcare and Life Sciences
- Retail and Consumer Goods
- Others
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Contact Center Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
- Market Entry Strategies
- Business Expansion Strategies
- Consumer Insights
- Understanding Competition Scenario
- Product & Brand Management
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- Identifying Appropriate Advertising Appeals
8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
A contact center is a group of people who are responsible for handling customer inquiries and complaints.
Some of the major companies in the contact center market are Teleperformance, Convergys (Stream), Sykes Enterprises Inc., Transcom, Atento, Arvato, West Corporation, Acticall (Sitel), TeleTech Holdings Inc., Comdata Group, Serco, Concentrix, Contact Cente.
The contact center market is expected to grow at a compound annual growth rate of 6.5%.
1. Executive Summary
2. Assumptions and Acronyms Used
3. Research Methodology
4. Contact Center Market Overview
4.1. Introduction
4.1.1. Market Taxonomy
4.1.2. Market Definition
4.2. Macro-Economic Factors
4.2.1. Industry Outlook
4.3. Contact Center Market Dynamics
4.3.1. Market Drivers
4.3.2. Market Restraints
4.3.3. Opportunity
4.3.4. Market Trends
4.4. Contact Center Market - Supply Chain
4.5. Global Contact Center Market Forecast
4.5.1. Contact Center Market Size (US$ Mn) and Y-o-Y Growth
4.5.2. Contact Center Market Size (000 Units) and Y-o-Y Growth
4.5.3. Contact Center Market Absolute $ Opportunity
5. Global Contact Center Market Analysis and Forecast by Type
5.1. Market Trends
5.2. Introduction
5.2.1. Basis Point Share (BPS) Analysis by Type
5.2.2. Y-o-Y Growth Projections by Type
5.3. Contact Center Market Size and Volume Forecast by Type
5.3.1. 24 hours
5.3.2. online service
5.3.3. Contact Cente
5.4. Absolute $ Opportunity Assessment by Type
5.5. Market Attractiveness/Growth Potential Analysis by Type
6. Global Contact Center Market Analysis and Forecast by Application
6.1. Market Trends
6.2. Introduction
6.2.1. Basis Point Share (BPS) Analysis by Application
6.2.2. Y-o-Y Growth Projections by Application
6.3. Contact Center Market Size and Volume Forecast by Application
6.3.1. Telecommunication
6.3.2. Banking, Financial Services and Insurance (BFSI)
6.3.3. Government and Public Sector
6.3.4. Healthcare and Life Sciences
6.3.5. Retail and Consumer Goods
6.3.6. Others
6.4. Absolute $ Opportunity Assessment by Application
6.5. Market Attractiveness/Growth Potential Analysis by Application
7. Global Contact Center Market Analysis and Forecast by Sales Channel
7.1. Market Trends
7.2. Introduction
7.2.1. Basis Point Share (BPS) Analysis by Sales Channel
7.2.2. Y-o-Y Growth Projections by Sales Channel
7.3. Contact Center Market Size and Volume Forecast by Sales Channel
7.3.1. Manufacturer/Distributor/Service Provider
7.3.2. Aftermarket
7.4. Absolute $ Opportunity Assessment by Sales Channel
7.5. Market Attractiveness/Growth Potential Analysis by Sales Channel
8. Global Contact Center Market Analysis and Forecast by Region
8.1. Market Trends
8.2. Introduction
8.2.1. Basis Point Share (BPS) Analysis by Region
8.2.2. Y-o-Y Growth Projections by Region
8.3. Contact Center Market Size and Volume Forecast by Region
8.3.1. North America
8.3.2. Latin America
8.3.3. Europe
8.3.4. Asia Pacific
8.3.5. Middle East and Africa (MEA)
8.4. Absolute $ Opportunity Assessment by Region
8.5. Market Attractiveness/Growth Potential Analysis by Region
8.6. Global Contact Center Demand Share Forecast, 2019-2026
9. North America Contact Center Market Analysis and Forecast
9.1. Introduction
9.1.1. Basis Point Share (BPS) Analysis by Country
9.1.2. Y-o-Y Growth Projections by Country
9.2. North America Contact Center Market Size and Volume Forecast by Country
9.2.1. U.S.
9.2.2. Canada
9.3. Absolute $ Opportunity Assessment by Country
9.4. North America Contact Center Market Size and Volume Forecast by Application
9.4.1. Telecommunication
9.4.2. Banking, Financial Services and Insurance (BFSI)
9.4.3. Government and Public Sector
9.4.4. Healthcare and Life Sciences
9.4.5. Retail and Consumer Goods
9.4.6. Others
9.5. Basis Point Share (BPS) Analysis by Application
9.6. Y-o-Y Growth Projections by Application
9.7. North America Contact Center Market Size and Volume Forecast by Type
9.7.1. 24 hours
9.7.2. online service
9.7.3. Contact Cente
9.8. Basis Point Share (BPS) Analysis by Type
9.9. Y-o-Y Growth Projections by Type
9.10. Market Attractiveness/Growth Potential Analysis
9.10.1. By Country
9.10.2. By Product Type
9.10.3. By Application
9.10.4. By Sales Channel
9.11. North America Contact Center Demand Share Forecast, 2019-2026
10. Latin America Contact Center Market Analysis and Forecast
10.1. Introduction
10.1.1. Basis Point Share (BPS) Analysis by Country
10.1.2. Y-o-Y Growth Projections by Country
10.1.3. Latin America Average Pricing Analysis
10.2. Latin America Contact Center Market Size and Volume Forecast by Country
10.2.1. Brazil
10.2.2. Mexico
10.2.3. Rest of Latin America
10.3. Absolute $ Opportunity Assessment by Country
10.4. Latin America Contact Center Market Size and Volume Forecast by Application
10.4.1. Telecommunication
10.4.2. Banking, Financial Services and Insurance (BFSI)
10.4.3. Government and Public Sector
10.4.4. Healthcare and Life Sciences
10.4.5. Retail and Consumer Goods
10.4.6. Others
10.5. Basis Point Share (BPS) Analysis by Application
10.6. Y-o-Y Growth Projections by Application
10.7. Latin America Contact Center Market Size and Volume Forecast by Type
10.7.1. 24 hours
10.7.2. online service
10.7.3. Contact Cente
10.8. Basis Point Share (BPS) Analysis by Type
10.9. Y-o-Y Growth Projections by Type
10.10. Market Attractiveness/Growth Potential Analysis
10.10.1. By Country
10.10.2. By Product Type
10.10.3. By Application
10.10.4. By Sales Channel
10.11. Latin America Contact Center Demand Share Forecast, 2019-2026
11. Europe Contact Center Market Analysis and Forecast
11.1. Introduction
11.1.1. Basis Point Share (BPS) Analysis by Country
11.1.2. Y-o-Y Growth Projections by Country
11.1.3. Europe Average Pricing Analysis
11.2. Europe Contact Center Market Size and Volume Forecast by Country
11.2.1. Germany
11.2.2. France
11.2.3. Italy
11.2.4. U.K.
11.2.5. Spain
11.2.6. Russia
11.2.7. Rest of Europe
11.3. Absolute $ Opportunity Assessment by Country
11.4. Europe Contact Center Market Size and Volume Forecast by Application
11.4.1. Telecommunication
11.4.2. Banking, Financial Services and Insurance (BFSI)
11.4.3. Government and Public Sector
11.4.4. Healthcare and Life Sciences
11.4.5. Retail and Consumer Goods
11.4.6. Others
11.5. Basis Point Share (BPS) Analysis by Application
11.6. Y-o-Y Growth Projections by Application
11.7. Europe Contact Center Market Size and Volume Forecast by Type
11.7.1. 24 hours
11.7.2. online service
11.7.3. Contact Cente
11.8. Basis Point Share (BPS) Analysis by Type
11.9. Y-o-Y Growth Projections by Type
11.10. Market Attractiveness/Growth Potential Analysis
11.10.1. By Country
11.10.2. By Product Type
11.10.3. By Application
11.10.4. By Sales Channel
11.11. Europe Contact Center Demand Share, 2019-2026
12. Asia Pacific Contact Center Market Analysis and Forecast
12.1. Introduction
12.1.1. Basis Point Share (BPS) Analysis by Country
12.1.2. Y-o-Y Growth Projections by Country
12.1.3. Asia Pacific Average Pricing Analysis
12.2. Asia Pacific Contact Center Market Size and Volume Forecast by Country
12.2.1. China
12.2.2. Japan
12.2.3. South Korea
12.2.4. India
12.2.5. Australia
12.2.6. Rest of Asia Pacific (APAC)
12.3. Absolute $ Opportunity Assessment by Country
12.4. Asia Pacific Contact Center Market Size and Volume Forecast by Application
12.4.1. Telecommunication
12.4.2. Banking, Financial Services and Insurance (BFSI)
12.4.3. Government and Public Sector
12.4.4. Healthcare and Life Sciences
12.4.5. Retail and Consumer Goods
12.4.6. Others
12.5. Basis Point Share (BPS) Analysis by Application
12.6. Y-o-Y Growth Projections by Application
12.7. Asia Pacific Contact Center Market Size and Volume Forecast by Type
12.7.1. 24 hours
12.7.2. online service
12.7.3. Contact Cente
12.8. Basis Point Share (BPS) Analysis by Type
12.9. Y-o-Y Growth Projections by Type
12.10. Market Attractiveness/Growth Potential Analysis
12.10.1. By Country
12.10.2. By Product Type
12.10.3. By Application
12.10.4. By Sales Channel
12.11. Asia Pacific Contact Center Demand Share, 2019-2026
13. Middle East & Africa Contact Center Market Analysis and Forecast
13.1. Introduction
13.1.1. Basis Point Share (BPS) Analysis by Country
13.1.2. Y-o-Y Growth Projections by Country
13.1.3. Asia Pacific Average Pricing Analysis
13.2. Middle East & Africa Contact Center Market Size and Volume Forecast by Country
13.2.1. Saudi Arabia
13.2.2. South Africa
13.2.3. UAE
13.2.4. Rest of Middle East & Africa (MEA)
13.3. Absolute $ Opportunity Assessment by Country
13.4. Middle East & Africa Contact Center Market Size and Volume Forecast by Application
13.4.1. Telecommunication
13.4.2. Banking, Financial Services and Insurance (BFSI)
13.4.3. Government and Public Sector
13.4.4. Healthcare and Life Sciences
13.4.5. Retail and Consumer Goods
13.4.6. Others
13.5. Basis Point Share (BPS) Analysis by Application
13.6. Y-o-Y Growth Projections by Application
13.7. Middle East & Africa Contact Center Market Size and Volume Forecast by Type
13.7.1. 24 hours
13.7.2. online service
13.7.3. Contact Cente
13.8. Basis Point Share (BPS) Analysis by Type
13.9. Y-o-Y Growth Projections by Type
13.10. Market Attractiveness/Growth Potential Analysis
13.10.1. By Country
13.10.2. By Product Type
13.10.3. By Application
13.10.4. By Sales Channel
13.11. Middle East & Africa Contact Center Demand Share, 2019-2026
14. Competition Landscape
14.1. Global Contact Center Market: Market Share Analysis
14.2. Contact Center Distributors and Customers
14.3. Contact Center Market: Competitive Dashboard
14.4. Company Profiles (Details Overview, Financials, Developments, Strategy)
14.4.1. Teleperformance
14.4.1.1. Overview
14.4.1.2. Financials
14.4.1.3. Developments
14.4.1.4. Strategic Outlook
14.4.2. Convergys (Stream)
14.4.2.1. Overview
14.4.2.2. Financials
14.4.2.3. Developments
14.4.2.4. Strategic Outlook
14.4.3. Sykes Enterprises Inc.
14.4.3.1. Overview
14.4.3.2. Financials
14.4.3.3. Developments
14.4.3.4. Strategic Outlook
14.4.4. Transcom
14.4.4.1. Overview
14.4.4.2. Financials
14.4.4.3. Developments
14.4.4.4. Strategic Outlook
14.4.5. Atento
14.4.5.1. Overview
14.4.5.2. Financials
14.4.5.3. Developments
14.4.5.4. Strategic Outlook
14.4.6. Arvato
14.4.6.1. Overview
14.4.6.2. Financials
14.4.6.3. Developments
14.4.6.4. Strategic Outlook
14.4.7. West Corporation
14.4.7.1. Overview
14.4.7.2. Financials
14.4.7.3. Developments
14.4.7.4. Strategic Outlook
14.4.8. Acticall (Sitel)
14.4.8.1. Overview
14.4.8.2. Financials
14.4.8.3. Developments
14.4.8.4. Strategic Outlook
14.4.9. TeleTech Holdings Inc.
14.4.9.1. Overview
14.4.9.2. Financials
14.4.9.3. Developments
14.4.9.4. Strategic Outlook
14.4.10. Comdata Group
14.4.10.1. Overview
14.4.10.2. Financials
14.4.10.3. Developments
14.4.10.4. Strategic Outlook
14.4.11. Serco
14.4.11.1. Overview
14.4.11.2. Financials
14.4.11.3. Developments
14.4.11.4. Strategic Outlook
14.4.12. Concentrix
14.4.12.1. Overview
14.4.12.2. Financials
14.4.12.3. Developments
14.4.12.4. Strategic Outlook
14.4.13. Contact Cente
14.4.13.1. Overview
14.4.13.2. Financials
14.4.13.3. Developments
14.4.13.4. Strategic Outlook
14.4.14. COMPANY 14
14.4.14.1. Overview
14.4.14.2. Financials
14.4.14.3. Developments
14.4.14.4. Strategic Outlook
14.4.15. COMPANY 15
14.4.15.1. Overview
14.4.15.2. Financials
14.4.15.3. Developments
14.4.15.4. Strategic Outlook
14.4.16. COMPANY 16
14.4.16.1. Overview
14.4.16.2. Financials
14.4.16.3. Developments
14.4.16.4. Strategic Outlook
14.4.17. COMPANY 17
14.4.17.1. Overview
14.4.17.2. Financials
14.4.17.3. Developments
14.4.17.4. Strategic Outlook
14.4.18. COMPANY 18
14.4.18.1. Overview
14.4.18.2. Financials
14.4.18.3. Developments
14.4.18.4. Strategic Outlook
14.4.19. COMPANY 19
14.4.19.1. Overview
14.4.19.2. Financials
14.4.19.3. Developments
14.4.19.4. Strategic Outlook
14.4.20. COMPANY 20
14.4.20.1. Overview
14.4.20.2. Financials
14.4.20.3. Developments
14.4.20.4. Strategic Outlook
