North America Contact Center Market by Manufacturers, Countries, Type and Application, Forecast to 2023

April 2018 | 106 pages | ID: N1FC5CF5AD3EN
GlobalInfoResearch

Abstracts

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).

Scope of the Report:

This report focuses on the Contact Center in North America market, especially in United States, Canada and Mexico. This report categorizes the market based on manufacturers, countries, type and application.

Market Segment by Manufacturers, this report covers

• Teleperformance
• Convergys (Stream)
• Sykes Enterprises Inc.
• Transcom
• Atento
• Arvato
• West Corporation
• Acticall (Sitel)
• TeleTech Holdings Inc.
• Comdata Group
• Serco
• Concentrix
  
  Market Segment by Countries, covering

Market Segment by Type, covers

• Telecommunication
• Banking, Financial Services and Insurance (BFSI)
• Government and Public Sector
• Healthcare and Life Sciences
• Retail and Consumer Goods
• Others

Market Segment by Applications, can be divided into

• Telecommunication
• Banking, Financial Services and Insurance (BFSI)
• Government and Public Sector
• Healthcare and Life Sciences
• Retail and Consumer Goods
• Others

There are 15 Chapters to deeply display the North America Contact Center market.

Chapter 1, to describe Contact Center Introduction, product type and application, market overview, market analysis by countries, market opportunities, market risk, market driving force;

Chapter 2, to analyze the manufacturers of Contact Center, with profile, main business, news, sales, price, revenue and market share in 2016 and 2017;

Chapter 3, to display the competitive situation among the top manufacturers, with profile, main business, news, sales, price, revenue and market share in 2016 and 2017;

Chapter 4, to show the North America market by countries, covering United States, Canada and Mexico, with sales, revenue and market share of Contact Center, for each country, from 2013 to 2018;

Chapter 5 and 6, to show the market by type and application, with sales, price, revenue, market share and growth rate by type, application, from 2013 to 2018;

Chapter 7, 8 and 9, to analyze the segment market in United States, Canada and Mexico, by manufacturers, type and application, with sales, price, revenue and market share by manufacturers, types and applications;

Chapter 10, Contact Center market forecast, by countries, type and application, with sales, price and revenue, from 2018 to 2023;

Chapter 11, to analyze the manufacturing cost, key raw materials and manufacturing process etc.

Chapter 12, to analyze the industrial chain, sourcing strategy and downstream end users (buyers);

Chapter 13, to describe sales channel, distributors, traders, dealers etc.

Chapter 14 and 15, to describe Contact Center Research Findings and Conclusion, Appendix, methodology and data source

Contents

1 MARKET OVERVIEW

1.1 Contact Center Introduction
1.2 Market Analysis by Type
1.3 Market Analysis by Applications
  1.3.1 Telecommunication
  1.3.2 Banking, Financial Services and Insurance (BFSI)
  1.3.3 Government and Public Sector
  1.3.4 Healthcare and Life Sciences
  1.3.5 Retail and Consumer Goods
  1.3.6 Others
1.4 Market Analysis by Countries
  1.4.1 United States Status and Prospect (2013-2023)
  1.4.2 Mexico Status and Prospect (2013-2023)
  1.4.3 Canada Status and Prospect (2013-2023)
1.5 Market Dynamics
  1.5.1 Market Opportunities
  1.5.2 Market Risk
  1.5.3 Market Driving Force

2 MANUFACTURERS PROFILES

2.1 Teleperformance
  2.1.1 Business Overview
  2.1.2 Contact Center Type and Applications
    2.1.2.1 Type
    2.1.2.2 Type
  2.1.3 Teleperformance Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
2.2 Convergys (Stream)
  2.2.1 Business Overview
  2.2.2 Contact Center Type and Applications
    2.2.2.1 Type
    2.2.2.2 Type
  2.2.3 Convergys (Stream) Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
2.3 Sykes Enterprises Inc.
  2.3.1 Business Overview
  2.3.2 Contact Center Type and Applications
    2.3.2.1 Type
    2.3.2.2 Type
  2.3.3 Sykes Enterprises Inc. Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
2.4 Transcom
  2.4.1 Business Overview
  2.4.2 Contact Center Type and Applications
    2.4.2.1 Type
    2.4.2.2 Type
  2.4.3 Transcom Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
2.5 Atento
  2.5.1 Business Overview
  2.5.2 Contact Center Type and Applications
    2.5.2.1 Type
    2.5.2.2 Type
  2.5.3 Atento Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
2.6 Arvato
  2.6.1 Business Overview
  2.6.2 Contact Center Type and Applications
    2.6.2.1 Type
    2.6.2.2 Type
  2.6.3 Arvato Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
2.7 West Corporation
  2.7.1 Business Overview
  2.7.2 Contact Center Type and Applications
    2.7.2.1 Type
    2.7.2.2 Type
  2.7.3 West Corporation Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
2.8 Acticall (Sitel)
  2.8.1 Business Overview
  2.8.2 Contact Center Type and Applications
    2.8.2.1 Type
    2.8.2.2 Type
  2.8.3 Acticall (Sitel) Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
2.9 TeleTech Holdings Inc.
  2.9.1 Business Overview
  2.9.2 Contact Center Type and Applications
    2.9.2.1 Type
    2.9.2.2 Type
  2.9.3 TeleTech Holdings Inc. Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
2.10 Comdata Group
  2.10.1 Business Overview
  2.10.2 Contact Center Type and Applications
    2.10.2.1 Type
    2.10.2.2 Type
  2.10.3 Comdata Group Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
2.11 Serco
  2.11.1 Business Overview
  2.11.2 Contact Center Type and Applications
    2.11.2.1 Type
    2.11.2.2 Type
  2.11.3 Serco Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
2.12 Concentrix
  2.12.1 Business Overview
  2.12.2 Contact Center Type and Applications
    2.12.2.1 Type
    2.12.2.2 Type
  2.12.3 Concentrix Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)

3 NORTH AMERICA CONTACT CENTER MARKET COMPETITION, BY MANUFACTURER

3.1 North America Contact Center Sales and Market Share by Manufacturer (2016-2017)
  3.1.1 North America Contact Center Sales by Manufacturer (2016-2017)
  3.1.2 North America Contact Center Sales Market Share by Manufacturer (2016-2017)
3.2 North America Contact Center Revenue and Market Share by Manufacturer (2016-2017)
  3.2.1 North America Contact Center Revenue by Manufacturer (2016-2017)
  3.2.2 North America Contact Center Revenue Market Share by Manufacturer (2016-2017)
3.3 North America Contact Center Price by Manufacturers (2016-2017)
3.4 Market Concentration Rate
  3.4.1 Top 3 Contact Center Manufacturer Market Share (2016-2017)
  3.4.2 Top 5 Contact Center Manufacturer Market Share (2016-2017)
3.5 Market Competition Trend

4 NORTH AMERICA CONTACT CENTER MARKET ANALYSIS BY COUNTRIES

4.1 North America Contact Center Sales and Market Share by Countries (2013-2018)
  4.1.1 North America Contact Center Sales by Countries (2013-2018)
  4.1.2 North America Contact Center Sales Market Share by Countries (2013-2018)
4.2 North America Contact Center Revenue (Value) and Market Share by Countries (2013-2018)
  4.2.1 North America Contact Center Revenue by Countries (2013-2018)
  4.2.2 North America Contact Center Revenue Market Share by Countries (2013-2018)

5 NORTH AMERICA MARKET SEGMENTATION CONTACT CENTER BY TYPE

5.1 North America Contact Center Sales, Revenue and Market Share by Type (2013-2018)
  5.1.1 North America Contact Center Sales and Market Share by Type (2013-2018)
  5.1.2 North America Contact Center Revenue and Market Share by Type (2013-2018)
5.2 Type 1 Sales Growth Rate and Price

6 NORTH AMERICA MARKET SEGMENTATION CONTACT CENTER BY APPLICATION

6.1 North America Contact Center Sales Market Share by Application (2013-2018)
6.2 Telecommunication Sales Growth (2013-2018)
6.3 Banking, Financial Services and Insurance (BFSI) Sales Growth (2013-2018)
6.4 Government and Public Sector Sales Growth (2013-2018)
6.5 Healthcare and Life Sciences Sales Growth (2013-2018)
6.6 Retail and Consumer Goods Sales Growth (2013-2018)
6.7 Others Sales Growth (2013-2018)

7 UNITED STATES CONTACT CENTER SALES, REVENUE, BY TYPE, APPLICATION AND MANUFACTURERS

7.1 United States Contact Center Revenue, Sales and Growth Rate (2013-2018)
7.2 United States Contact Center Sales and Market Share by Type
  7.2.1 United States Contact Center Sales by Type (2013-2018)
  7.2.2 United States Contact Center Sales Market Share by Type (2013-2018)
7.3 United States Contact Center Sales and Market Share by Application (2013-2018)
  7.3.1 United States Contact Center Sales by Application (2013-2018)
  7.3.2 United States Contact Center Sales Market Share by Application (2013-2018)
7.4 United States Contact Center Sales, Revenue and Market Share by Manufacturer (2016-2017)
  7.4.1 United States Contact Center Sales and Market Share by Manufacturer (2016-2017)
  7.4.2 United States Contact Center Revenue and Market Share by Manufacturer (2016-2017)
7.5 United States Contact Center Export and Import (2013-2018)

8 CANADA CONTACT CENTER SALES, REVENUE, BY TYPE, APPLICATION AND MANUFACTURERS

8.1 Canada Contact Center Revenue, Sales and Growth Rate (2013-2018)
8.2 Canada Contact Center Sales and Market Share by Type (2013-2018)
  8.2.1 Canada Contact Center Sales by Type (2013-2018)
  8.2.2 Canada Contact Center Sales Market Share by Type (2013-2018)
8.3 Canada Contact Center Sales and Market Share by Application (2013-2018)
  8.3.1 Canada Contact Center Sales by Application (2013-2018)
  8.3.2 Canada Contact Center Sales Market Share by Application (2013-2018)
8.4 Canada Contact Center Sales, Revenue and Market Share by Manufacturer (2016-2017)
  8.4.1 Canada Contact Center Sales and Market Share by Manufacturer (2016-2017)
  8.4.2 Canada Contact Center Revenue and Market Share by Manufacturer (2016-2017)
8.5 Canada Contact Center Export and Import (2013-2018)

9 MEXICO CONTACT CENTER SALES, REVENUE, BY TYPE, APPLICATION AND MANUFACTURERS

9.1 Mexico Contact Center Revenue, Sales and Growth Rate (2013-2018)
9.2 Mexico Contact Center Sales and Market Share by Type (2013-2018)
  9.2.1 Mexico Contact Center Sales by Type (2013-2018)
  9.2.2 Mexico Contact Center Sales Market Share by Type (2013-2018)
9.3 Mexico Contact Center Sales and Market Share by Application (2013-2018)
  9.3.1 Mexico Contact Center Sales by Application (2013-2018)
  9.3.2 Mexico Contact Center Sales Market Share by Application (2013-2018)
9.4 Mexico Contact Center Sales, Revenue and Market Share by Manufacturer (2016-2017)
  9.4.1 Mexico Contact Center Sales and Market Share by Manufacturer (2016-2017)
  9.4.2 Mexico Contact Center Revenue and Market Share by Manufacturer (2016-2017)
9.5 Mexico Contact Center Export and Import (2013-2018)

10 CONTACT CENTER MARKET FORECAST (2018-2023)

10.1 North America Contact Center Sales, Revenue and Growth Rate (2018-2023)
10.2 Contact Center Market Forecast by Countries (2018-2023)
  10.2.1 North America Contact Center Sales Forecast by Countries (2018-2023)
  10.2.2 United States Contact Center Forecast (2018-2023)
  10.2.3 Canada Contact Center Forecast (2018-2023)
  10.2.4 Mexico Contact Center Forecast (2018-2023)
10.3 Contact Center Market Forecast by Type (2018-2023)
  10.3.1 North America Contact Center Sales Forecast by Type (2018-2023)
  10.3.2 North America Contact Center Market Share Forecast by Type (2018-2023)
10.4 Contact Center Market Forecast by Application (2018-2023)
  10.4.1 North America Contact Center Sales Forecast by Application (2018-2023)
  10.4.2 North America Contact Center Market Share Forecast by Application (2018-2023)

11 CONTACT CENTER MANUFACTURING COST ANALYSIS

11.1 Contact Center Key Raw Materials Analysis
  11.1.1 Key Raw Materials
  11.1.2 Price Trend of Key Raw Materials
  11.1.3 Key Suppliers of Raw Materials
  11.1.4 Market Concentration Rate of Raw Materials
11.2 Proportion of Manufacturing Cost Structure
  11.2.1 Raw Materials
  11.2.2 Labor Cost
  11.2.3 Manufacturing Expenses
11.3 Manufacturing Process Analysis of Contact Center

12 INDUSTRIAL CHAIN, SOURCING STRATEGY AND DOWNSTREAM BUYERS

12.1 Contact Center Industrial Chain Analysis
12.2 Upstream Raw Materials Sourcing
12.3 Raw Materials Sources of Contact Center Major Manufacturers in 2017
12.4 Downstream Buyers

13 SALES CHANNEL, DISTRIBUTORS, TRADERS AND DEALERS

13.1 Sales Channel
  13.1.1 Direct Marketing
  13.1.2 Indirect Marketing
  13.1.3 Marketing Channel Future Trend
13.2 Distributors, Traders and Dealers

14 RESEARCH FINDINGS AND CONCLUSION

15 APPENDIX

15.1 Methodology
15.2 Data Source

List Of Tables

LIST OF TABLES AND FIGURES

Figure Contact Center Picture
Table Product Specifications of Contact Center
Figure North America Sales Market Share of Contact Center by Types in 2017
Table Types of Contact Center
Figure North America Contact Center Sales Market Share by Applications in 2017
Table Applications of Contact Center
Figure Telecommunication Picture
Figure Banking, Financial Services and Insurance (BFSI) Picture
Figure Government and Public Sector Picture
Figure Healthcare and Life Sciences Picture
Figure Retail and Consumer Goods Picture
Figure Others Picture
Figure United States Contact Center Revenue (Million USD) and Growth Rate (2013-2023)
Figure Mexico Contact Center Revenue (Million USD) and Growth Rate (2013-2023)
Figure Canada Contact Center Revenue (Million USD) and Growth Rate (2013-2023)
Table Teleperformance Basic Information, Manufacturing Base and Competitors
Table Teleperformance Contact Center Type and Applications
Table Teleperformance Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table Convergys (Stream) Basic Information, Manufacturing Base and Competitors
Table Convergys (Stream) Contact Center Type and Applications
Table Convergys (Stream) Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table Sykes Enterprises Inc. Basic Information, Manufacturing Base and Competitors
Table Sykes Enterprises Inc. Contact Center Type and Applications
Table Sykes Enterprises Inc. Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table Transcom Basic Information, Manufacturing Base and Competitors
Table Transcom Contact Center Type and Applications
Table Transcom Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table Atento Basic Information, Manufacturing Base and Competitors
Table Atento Contact Center Type and Applications
Table Atento Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table Arvato Basic Information, Manufacturing Base and Competitors
Table Arvato Contact Center Type and Applications
Table Arvato Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table West Corporation Basic Information, Manufacturing Base and Competitors
Table West Corporation Contact Center Type and Applications
Table West Corporation Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table Acticall (Sitel) Basic Information, Manufacturing Base and Competitors
Table Acticall (Sitel) Contact Center Type and Applications
Table Acticall (Sitel) Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table TeleTech Holdings Inc. Basic Information, Manufacturing Base and Competitors
Table TeleTech Holdings Inc. Contact Center Type and Applications
Table TeleTech Holdings Inc. Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table Comdata Group Basic Information, Manufacturing Base and Competitors
Table Comdata Group Contact Center Type and Applications
Table Comdata Group Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table Serco Basic Information, Manufacturing Base and Competitors
Table Serco Contact Center Type and Applications
Table Serco Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table Concentrix Basic Information, Manufacturing Base and Competitors
Table Concentrix Contact Center Type and Applications
Table Concentrix Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017)
Table North America Contact Center Sales by Manufacturer (2016-2017)
Table North America Contact Center Sales Market Share by Manufacturer (2016-2017)
Figure North America Contact Center Sales Market Share by Manufacturer in 2016
Figure North America Contact Center Sales Market Share by Manufacturer in 2017
Table North America Contact Center Revenue by Manufacturer (2016-2017)
Table North America Contact Center Revenue Market Share by Manufacturer (2016-2017)
Figure North America Contact Center Revenue Market Share by Manufacturer in 2016
Figure North America Contact Center Revenue Market Share by Manufacturer in 2017
Table North America Contact Center Price by Manufacturers (2016-2017)
Figure Top 3 Contact Center Manufacturer Market Share in 2016
Figure Top 3 Contact Center Manufacturer Market Share in 2017
Figure Top 5 Contact Center Manufacturer Market Share in 2016
Figure Top 5 Contact Center Manufacturer Market Share in 2017
Table North America Contact Center Sales by Countries (2013-2018)
Figure North America Contact Center Sales and Growth Rate (2013-2018)
Table North America Contact Center Sales Market Share by Countries (2013-2018)
Figure North America 2013 Contact Center Sales Market Share by Countries
Figure North America 2017 Contact Center Sales Market Share by Countries
Table North America Contact Center Revenue by Countries (2013-2018)
Figure North America Contact Center Revenue and Growth Rate (2013-2018)
Table North America Contact Center Revenue Market Share by Countries (2013-2018)
Figure North America 2013 Contact Center Revenue Market Share by Countries
Figure North America 2017 Contact Center Revenue Market Share by Countries
Table North America Contact Center Sales by Type (2013-2018)
Table North America Contact Center Sales Share by Type (2013-2018)
Table North America Contact Center Revenue by Type (2013-2018)
Table North America Contact Center Revenue Share by Type (2013-2018)
Table North America Contact Center Sales by Application (2013-2018)
Table North America Contact Center Sales Share by Application (2013-2018)
Figure North America Telecommunication Sales Growth (2013-2018)
Figure North America Banking, Financial Services and Insurance (BFSI) Sales Growth (2013-2018)
Figure North America Government and Public Sector Sales Growth (2013-2018)
Figure North America Healthcare and Life Sciences Sales Growth (2013-2018)
Figure North America Retail and Consumer Goods Sales Growth (2013-2018)
Figure North America Others Sales Growth (2013-2018)
Figure United States Contact Center Revenue and Growth Rate (2013-2018)
Figure United States Contact Center Sales and Growth Rate (2013-2018)
Table United States Contact Center Sales by Type (2013-2018)
Table United States Contact Center Sales Market Share by Type (2013-2018)
Table United States Contact Center Sales by Application (2013-2018)
Table United States Contact Center Sales Market Share by Application (2013-2018)
Table United States Contact Center Sales by Manufacturer (2016-2017)
Figure United States Contact Center Sales Market Share by Manufacturer in 2016
Figure United States Contact Center Sales Market Share by Manufacturer in 2017
Table United States Contact Center Revenue by Manufacturer (2016-2017)
Figure United States Contact Center Revenue Market Share by Manufacturer in 2016
Figure United States Contact Center Revenue Market Share by Manufacturer in 2017
Table United States Contact Center Export and Import (2013-2018)
Figure Canada Contact Center Revenue and Growth Rate (2013-2018)
Figure Canada Contact Center Sales and Growth Rate (2013-2018)
Table Canada Contact Center Sales by Type (2013-2018)
Table Canada Contact Center Sales Market Share by Type (2013-2018)
Table Canada Contact Center Sales by Application (2013-2018)
Table Canada Contact Center Sales Market Share by Application (2013-2018)
Table Canada Contact Center Sales by Manufacturer (2016-2017)
Figure Canada Contact Center Sales Market Share by Manufacturer in 2016
Figure Canada Contact Center Sales Market Share by Manufacturer in 2017
Table Canada Contact Center Revenue by Manufacturer (2016-2017)
Figure Canada Contact Center Revenue Market Share by Manufacturer in 2016
Figure Canada Contact Center Revenue Market Share by Manufacturer in 2017
Table Canada Contact Center Export and Import (2013-2018)
Figure Mexico Contact Center Revenue and Growth Rate (2013-2018)
Figure Mexico Contact Center Sales and Growth Rate (2013-2018)
Table Mexico Contact Center Sales by Type (2013-2018)
Table Mexico Contact Center Sales Market Share by Type (2013-2018)
Table Mexico Contact Center Sales by Application (2013-2018)
Table Mexico Contact Center Sales Market Share by Application (2013-2018)
Table Mexico Contact Center Sales by Manufacturer (2016-2017)
Figure Mexico Contact Center Sales Market Share by Manufacturer in 2016
Figure Mexico Contact Center Sales Market Share by Manufacturer in 2017
Table Mexico Contact Center Revenue by Manufacturer (2016-2017)
Figure Mexico Contact Center Revenue Market Share by Manufacturer in 2016
Figure Mexico Contact Center Revenue Market Share by Manufacturer in 2017
Table Mexico Contact Center Export and Import (2013-2018)
Figure North America Contact Center Sales, Revenue and Growth Rate (2018-2023)
Table North America Contact Center Sales Forecast by Countries (2018-2023)
Table North America Contact Center Market Share Forecast by Countries (2018-2023)
Figure United States Contact Center Sales Forecast (2018-2023)
Figure Canada Contact Center Sales Forecast (2018-2023)
Figure Mexico Contact Center Sales Forecast (2018-2023)
Table North America Contact Center Sales Forecast by Type (2018-2023)
Table North America Contact Center Market Share Forecast by Type (2018-2023)
Table North America Contact Center Sales Forecast by Application (2018-2023)
Table North America Contact Center Market Share Forecast by Application (2018-2023)
Table Sales Base and Market Concentration Rate of Raw Material
Figure Price Trend of Key Raw Materials
Table Key Suppliers of Raw Materials
Figure Manufacturing Cost Structure of Contact Center
Figure Manufacturing Process Analysis of Contact Center
Figure Contact Center Industrial Chain Analysis
Table Raw Materials Sources of Contact Center Major Manufacturers in 2017
Table Major Buyers of Contact Center
Table Distributors/Traders/ Dealers List