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

September 2018 | 132 pages | ID: 225936D23D6EN
LP Information

Abstracts

The report requires updating with new data and is sent in 48 hours after order is placed.

In this report, LP Information 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, LPI(LP Information) 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, LP Information 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.

Contents

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

List Of Tables

LIST OF TABLES AND FIGURES

Table Product Specifications of Contact Center
Figure Contact Center Report Years Considered
Figure Market Research Methodology
Figure Global Contact Center Market Size Growth Rate 2013-2023 ($ Millions)
Table Contact Center Market Size CAGR by Region 2013-2023 ($ Millions)
Table Major Players of 24 hours
Table Major Players of online severice
Table Market Size by Type (2013-2018) ($ Millions)
Table Global Contact Center Market Size Market Share by Type (2013-2018)
Figure Global Contact Center Market Size Market Share by Type (2013-2018)
Figure Global 24 hours Market Size Growth Rate
Figure Global online severice Market Size Growth Rate
Figure Contact Center Consumed in Telecommunication
Figure Global Contact Center Market: Telecommunication (2013-2018) ($ Millions)
Figure Global Telecommunication YoY Growth ($ Millions)
Figure Contact Center Consumed in Banking, Financial Services and Insurance (BFSI)
Figure Global Contact Center Market: Banking, Financial Services and Insurance (BFSI) (2013-2018) ($ Millions)
Figure Global Banking, Financial Services and Insurance (BFSI) YoY Growth ($ Millions)
Figure Contact Center Consumed in Government and Public Sector
Figure Global Contact Center Market: Government and Public Sector (2013-2018) ($ Millions)
Figure Global Government and Public Sector YoY Growth ($ Millions)
Figure Contact Center Consumed in Healthcare and Life Sciences
Figure Global Contact Center Market: Healthcare and Life Sciences (2013-2018) ($ Millions)
Figure Global Healthcare and Life Sciences YoY Growth ($ Millions)
Figure Contact Center Consumed in Retail and Consumer Goods
Figure Global Contact Center Market: Retail and Consumer Goods (2013-2018) ($ Millions)
Figure Global Retail and Consumer Goods YoY Growth ($ Millions)
Table Global Contact Center Market Size by Application (2013-2018) ($ Millions)
Table Global Contact Center Market Size Market Share by Application (2013-2018)
Figure Global Contact Center Market Size Market Share by Application (2013-2018)
Figure Global Contact Center Market Size in Telecommunication Growth Rate
Figure Global Contact Center Market Size in Banking, Financial Services and Insurance (BFSI) Growth Rate
Figure Global Contact Center Market Size in Government and Public Sector Growth Rate
Figure Global Contact Center Market Size in Healthcare and Life Sciences Growth Rate
Figure Global Contact Center Market Size in Retail and Consumer Goods Growth Rate
Figure Global Contact Center Market Size in Others Growth Rate
Table Global Contact Center Revenue by Players (2016-2018) ($ Millions)
Table Global Contact Center Revenue Market Share by Players (2016-2018)
Figure Global Contact Center Revenue Market Share by Players in 2017
Table Global Contact Center Key Players Head office and Products Offered
Table Contact Center Concentration Ratio (CR3, CR5 and CR10) (2016-2018)
Table Global Contact Center Market Size by Regions 2013-2018 ($ Millions)
Table Global Contact Center Market Size Market Share by Regions 2013-2018
Figure Global Contact Center Market Size Market Share by Regions 2013-2018
Figure Americas Contact Center Market Size 2013-2018 ($ Millions)
Figure APAC Contact Center Market Size 2013-2018 ($ Millions)
Figure Europe Contact Center Market Size 2013-2018 ($ Millions)
Figure Middle East & Africa Contact Center Market Size 2013-2018 ($ Millions)
Table Americas Contact Center Market Size by Countries (2013-2018) ($ Millions)
Table Americas Contact Center Market Size Market Share by Countries (2013-2018)
Figure Americas Contact Center Market Size Market Share by Countries in 2017
Table Americas Contact Center Market Size by Type (2013-2018) ($ Millions)
Table Americas Contact Center Market Size Market Share by Type (2013-2018)
Figure Americas Contact Center Market Size Market Share by Type in 2017
Table Americas Contact Center Market Size by Application (2013-2018) ($ Millions)
Table Americas Contact Center Market Size Market Share by Application (2013-2018)
Figure Americas Contact Center Market Size Market Share by Application in 2017
Figure United States Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Canada Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Mexico Contact Center Market Size Growth 2013-2018 ($ Millions)
Table APAC Contact Center Market Size by Countries (2013-2018) ($ Millions)
Table APAC Contact Center Market Size Market Share by Countries (2013-2018)
Figure APAC Contact Center Market Size Market Share by Countries in 2017
Table APAC Contact Center Market Size by Type (2013-2018) ($ Millions)
Table APAC Contact Center Market Size Market Share by Type (2013-2018)
Figure APAC Contact Center Market Size Market Share by Type in 2017
Table APAC Contact Center Market Size by Application (2013-2018) ($ Millions)
Table APAC Contact Center Market Size Market Share by Application (2013-2018)
Figure APAC Contact Center Market Size Market Share by Application in 2017
Figure China Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Japan Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Korea Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Southeast Asia Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure India Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Australia Contact Center Market Size Growth 2013-2018 ($ Millions)
Table Europe Contact Center Market Size by Countries (2013-2018) ($ Millions)
Table Europe Contact Center Market Size Market Share by Countries (2013-2018)
Figure Europe Contact Center Market Size Market Share by Countries in 2017
Table Europe Contact Center Market Size by Type (2013-2018) ($ Millions)
Table Europe Contact Center Market Size Market Share by Type (2013-2018)
Figure Europe Contact Center Market Size Market Share by Type in 2017
Table Europe Contact Center Market Size by Application (2013-2018) ($ Millions)
Table Europe Contact Center Market Size Market Share by Application (2013-2018)
Figure Europe Contact Center Market Size Market Share by Application in 2017
Figure Germany Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure France Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure UK Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Italy Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Russia Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Spain Contact Center Market Size Growth 2013-2018 ($ Millions)
Table Middle East & Africa Contact Center Market Size by Countries (2013-2018) ($ Millions)
Table Middle East & Africa Contact Center Market Size Market Share by Countries (2013-2018)
Figure Middle East & Africa Contact Center Market Size Market Share by Countries in 2017
Table Middle East & Africa Contact Center Market Size by Type (2013-2018) ($ Millions)
Table Middle East & Africa Contact Center Market Size Market Share by Type (2013-2018)
Figure Middle East & Africa Contact Center Market Size Market Share by Type in 2017
Table Middle East & Africa Contact Center Market Size by Application (2013-2018) ($ Millions)
Table Middle East & Africa Contact Center Market Size Market Share by Application (2013-2018)
Figure Middle East & Africa Contact Center Market Size Market Share by Application in 2017
Figure Egypt Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure South Africa Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Israel Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Turkey Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure GCC Countries Contact Center Market Size Growth 2013-2018 ($ Millions)
Figure Global Contact Center arket Size Forecast (2018-2023) ($ Millions)
Table Global Contact Center Market Size Forecast by Regions (2018-2023) ($ Millions)
Table Global Contact Center Market Size Market Share Forecast by Regions
Figure Americas Contact Center Market Size 2018-2023 ($ Millions)
Figure APAC Contact Center Market Size 2018-2023 ($ Millions)
Figure Europe Contact Center Market Size 2018-2023 ($ Millions)
Figure Middle East & Africa Contact Center Market Size 2018-2023 ($ Millions)
Figure United States Contact Center Market Size 2018-2023 ($ Millions)
Figure Canada Contact Center Market Size 2018-2023 ($ Millions)
Figure Mexico Contact Center Market Size 2018-2023 ($ Millions)
Figure Brazil Contact Center Market Size 2018-2023 ($ Millions)
Figure China Contact Center Market Size 2018-2023 ($ Millions)
Figure Japan Contact Center Market Size 2018-2023 ($ Millions)
Figure Korea Contact Center Market Size 2018-2023 ($ Millions)
Figure Southeast Asia Contact Center Market Size 2018-2023 ($ Millions)
Figure India Contact Center Market Size 2018-2023 ($ Millions)
Figure Australia Contact Center Market Size 2018-2023 ($ Millions)
Figure Germany Contact Center Market Size 2018-2023 ($ Millions)
Figure France Contact Center Market Size 2018-2023 ($ Millions)
Figure UK Contact Center Market Size 2018-2023 ($ Millions)
Figure Italy Contact Center Market Size 2018-2023 ($ Millions)
Figure Russia Contact Center Market Size 2018-2023 ($ Millions)
Figure Spain Contact Center Market Size 2018-2023 ($ Millions)
Figure Egypt Contact Center Market Size 2018-2023 ($ Millions)
Figure South Africa Contact Center Market Size 2018-2023 ($ Millions)
Figure Israel Contact Center Market Size 2018-2023 ($ Millions)
Figure Turkey Contact Center Market Size 2018-2023 ($ Millions)
Figure GCC Countries Contact Center Market Size 2018-2023 ($ Millions)
Table Global Contact Center Market Size Forecast by Type (2018-2023) ($ Millions)
Table Global Contact Center Market Size Market Share Forecast by Type (2018-2023)
Table Global Contact Center Market Size Forecast by Application (2018-2023) ($ Millions)
Table Global Contact Center Market Size Market Share Forecast by Application (2018-2023)
Table Teleperformance Basic Information, Head Office, Major Market Areas and Its Competitors
Table Teleperformance Contact Center Revenue and Gross Margin (2016-2018)
Figure Teleperformance Contact Center Market Share (2016-2018)
Table Convergys (Stream) Basic Information, Head Office, Major Market Areas and Its Competitors
Table Convergys (Stream) Contact Center Revenue and Gross Margin (2016-2018)
Figure Convergys (Stream) Contact Center Market Share (2016-2018)
Table Sykes Enterprises Inc. Basic Information, Head Office, Major Market Areas and Its Competitors
Table Sykes Enterprises Inc. Contact Center Revenue and Gross Margin (2016-2018)
Figure Sykes Enterprises Inc. Contact Center Market Share (2016-2018)
Table Transcom Basic Information, Head Office, Major Market Areas and Its Competitors
Table Transcom Contact Center Revenue and Gross Margin (2016-2018)
Figure Transcom Contact Center Market Share (2016-2018)
Table Atento Basic Information, Head Office, Major Market Areas and Its Competitors
Table Atento Contact Center Revenue and Gross Margin (2016-2018)
Figure Atento Contact Center Market Share (2016-2018)
Table Arvato Basic Information, Head Office, Major Market Areas and Its Competitors
Table Arvato Contact Center Revenue and Gross Margin (2016-2018)
Figure Arvato Contact Center Market Share (2016-2018)
Table West Corporation Basic Information, Head Office, Major Market Areas and Its Competitors
Table West Corporation Contact Center Revenue and Gross Margin (2016-2018)
Figure West Corporation Contact Center Market Share (2016-2018)
Table Acticall (Sitel) Basic Information, Head Office, Major Market Areas and Its Competitors
Table Acticall (Sitel) Contact Center Revenue and Gross Margin (2016-2018)
Figure Acticall (Sitel) Contact Center Market Share (2016-2018)
Table TeleTech Holdings Inc. Basic Information, Head Office, Major Market Areas and Its Competitors
Table TeleTech Holdings Inc. Contact Center Revenue and Gross Margin (2016-2018)
Figure TeleTech Holdings Inc. Contact Center Market Share (2016-2018)
Table Comdata Group Basic Information, Head Office, Major Market Areas and Its Competitors
Table Comdata Group Contact Center Revenue and Gross Margin (2016-2018)
Figure Comdata Group Contact Center Market Share (2016-2018)
Table Serco Basic Information, Head Office, Major Market Areas and Its Competitors
Table Concentrix Basic Information, Head Office, Major Market Areas and Its Competitors