Global Contact Center Market Research Report 2023-Competitive Analysis, Status and Outlook by Type, Downstream Industry, and Geography, Forecast to 2029

Global Contact Center Market Research Report 2023-Competitive Analysis, Status and Outlook by Type, Downstream Industry, and Geography, Forecast to 2029

Contact Center is a centralized office used for receiving or transmitting a large volume of requests by telephone.

Market Overview:

The latest research study on the global Contact Center market finds that the global Contact Center market reached a value of USD 89861.33 million in 2022. It’s expected that the market will achieve USD 147581.42 million by 2028, exhibiting a CAGR of 8.62% during the forecast period.

Drivers

After a period of development, the call center has become a link between companies and customers, playing an important role in enhancing customer loyalty and managing customer relationships. At the same time, with the rapid development of Internet technology and the rapid rise of cloud computing, artificial intelligence, etc., the call center industry has more room for imagination and its value will be further reflected.

In developing market, many businesses emerged to the market, updating their technology and keep on product innovation, which increased the penetration of more productive and cost-effective, high performance product and services.

In developed market, they have more international companies, good channels, highly market maturity, fierce competition, a highly competent management team, technology and finance advantages, keep on innovation, prominent market participants invest heavily in R&D, with introduction of new technologies to their products, all of which make a growing market demand for Contact Center.

Region Overview:

North America had the highest growth rate of all regions.

Company Overview:

Teleperformance is one of the major players operating in the Contact Center market, holding a share of 2.16% in 2018.

Teleperformance SE provides outsourced omni-channel customer experience management services worldwide. It operates through the English-speaking & APAC; Ibero-LATAM; and Continental Europe & MEA segments. The company offers contact center solutions, including customer care, technical support, and sales solutions; and social media solutions, such as social media mapping, social interaction management, moderation, content creation, and actionable insight solutions, as well as e-performance solution that facilitates organizations to engage, interact, and connect their brand with customers in various social media channels.

Convergys Corporation provides customer management services to communications and media, technology, financial services, retail, healthcare, government, travel and hospitality, and other vertical markets worldwide. The company offers solutions across the customer lifecycle, including sales, customer service, technical support, customer retention, and collection, as well as security, compliance, and fraud solutions; and solutions in contact center technology comprising omni-channel interaction, cross-channel integration framework, real-time decisioning engine, robotic process automation, intelligent notification, campaign management, personalized care, personalized selling, agent productivity, and retention solutions. Convergys to Acquire Stream for $820 Million.

Segmentation Overview:

Among different product types, Voice-based segment is anticipated to contribute the largest market share in 2027.

Application Overview:

By application, the Telecommunication segment occupied the biggest share from 2017 to 2022.

Key Companies in the global Contact Center market covered in Chapter 3:

Concentrix
West Corporation
Alorica
TeleTech Holdings Inc.
Genesys
Atento
Avaya Inc.
Conduent
Sitel Group
Convergys (Stream)
Teleperformance
Sykes Enterprises Inc.
Arvato
Transcom

In Chapter 4 and Chapter 14.2, on the basis of types, the Contact Center market from 2018 to 2029 is primarily split into:

Voice-based
Text-based
Social media-based
Others

In Chapter 5 and Chapter 14.3, on the basis of Downstream Industry, the Contact Center market from 2018 to 2029 covers:

Telecommunication
Travel
Tech and consumer
BFSI
Others

Geographically, the detailed analysis of consumption, revenue, market share and growth rate, historic and forecast (2018-2029) of the following regions are covered in Chapter 8 to Chapter 14:

North America (United States, Canada)
Europe (Germany, UK, France, Italy, Spain, Russia, Netherlands, Turkey, Switzerland, Sweden)
Asia Pacific (China, Japan, South Korea, Australia, India, Indonesia, Philippines, Malaysia)
Latin America (Brazil, Mexico, Argentina)
Middle East & Africa (Saudi Arabia, UAE, Egypt, South Africa)