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Global Contact Center Industry Outlook 2021: Overview, Opportunities, Key Companies and Forecast to 2027

Publication Month: Sep 2021 | No. of Pages: 106 Published By: GRD Survey
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Executive Summary

According to GRD Survey data, the global Contact Center market was valued at million US$ in 2020 and is expected to reach million US$ by the end of 2027, growing at a CAGR of % in the forecast period 2021 and 2027.

This report studies the Contact Center market dynamics from angles such as new entries, mergers and acquisitions, fundings, exit and major technology breakthroughs. Market performance is evaluated through market size (Million USD) by players, regions, product types and end industries. This report also studies the global market competition landscape, market drivers and trends, opportunities and challenges, risks and entry barriers, sales channels, distributors and Porter's Five Forces Analysis.

Geographically, this report is segmented into several key regions, with revenue, market share and growth Rate of Contact Center in these regions, from 2016 to 2027, covering
North America (United States, Canada and Mexico)
Europe (Germany, France, UK, Italy, Spain and Russia, etc.)
Asia-Pacific (China, Japan, Korea, Southeast Asia, India, Australia)
South America (Brazil, Argentina, Colombia, etc.)
Middle East and Africa (Turkey, Saudi Arabia, South Africa, etc.)

Market Snapshot, By Product Type
24 hours
online service

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

Market Snapshot, By Region:
North America
United States
Canada
Mexico
Europe
Germany
France
UK
Italy
Russia
Spain
Asia Pacific
China
Japan
Korea
Southeast Asia
India
Australia
Central & South America
Brazil
Argentina
Colombia
Middle East & Africa
Iran
South Africa
Israel
Turkey
Saudi Arabia

Main Market Players Analyzed in this report, including:
West Corporation
Transcom
TeleTech Holdings Inc.
Teleperformance
Sykes Enterprises Inc.
Serco
Convergys (Stream)
Concentrix
Comdata Group
Atento
Arvato
Acticall (Sitel)

The study objectives of this report are:
To study and analyze the global Contact Center market size (Million USD) by company, key regions/countries, products and application, history data from 2016 to 2020, and forecast to 2027.
To understand industry structure of Contact Center market by identifying its various subsegments.
To share detailed information about the key factors influencing the growth of the market (growth potential, opportunities, drivers, industry-specific challenges and risks).
To identify the key global Contact Center manufacturers and regional typical players, to define, describe and analyze their sales volume, value, market share, market competition landscape, SWOT analysis and development plans in next few years.
To analyze the Contact Center market with respect to individual growth trends, future prospects, and their contribution to the total market.
To project the value and volume 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.

In this study, the years considered to estimate the market size of Contact Center are as follows:
History Year: 2016-2020
Base Year: 2020
Estimated Year: 2021
Forecast Year 2021 to 2027

This report includes the estimation of market size from top-down approach by analyzing major submarkets and their major driving factors, and verified from bottom-up approaches. Key players in the market have been identified through secondary research, and their market shares have been determined through primary and secondary research. All percentage shares, splits, and breakdowns have been determined using secondary sources and verified from primary sources.

For the data information by region, company, type and application, 2020 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.

Key Stakeholders Considered in the study:
Raw material vendors
Distributors/traders/wholesalers/suppliers
Regulatory authorities, including government agencies and NGO
Commercial research & development (R&D) institutions
Importers and exporters
Government organizations, research organizations, and consulting firms
Trade/Industrial associations
End-use industries

Table of Contents

1 Market Definition & Scope
1.1 Definition & Scope
1.2 Contact Center Product Specifications
1.3 Main Events (Entry, M&A, Exit, Technology and Capital Activity)
1.4 Global Contact Center Market Performance and Outlook

2 Market Development Performance under COVID-19
2.1 Influencing Factors of Industry Development in the Next Five Years
2.1.1 Drivers
2.1.2 Restraints
2.1.3 Opportunities
2.2 Porter's Five Forces Analysis
2.3 Comparison of Alternatives and Contact Center

3 3 Industrial Lift Cycle and Main Buyers Analysis
3.1 Industry Life Cycle Analysis
3.2 Key Buying Industries/Consumers
3.2.1 Major Buyers in Application One
3.2.2 Major Buyers in Application Two
3.2.1 Major Buyers in Application Three

4 Market Segment: by Type
4.1 Contact Center Type Introduction
4.1.1 24 hours
4.1.2 online service
4.2 Global Contact Center Revenue by Type 2016-2021

5 Market Segment: by Application
5.1 Contact Center Type Introduction
5.1.1 Telecommunication
5.1.2 Banking, Financial Services and Insurance (BFSI)
5.1.3 Government and Public Sector
5.1.3 Healthcare and Life Sciences
5.1.4 Retail and Consumer Goods
5.1.5 Others
5.2 Global Contact Center Revenue by Application 2016-2021

6 Marke Segment: by Region
6.1 Global Contact Center Market by Region
6.2 North America Contact Center Market 2016-2021
6.3 Europe Contact Center Market 2016-2021
6.4 Asia Pacific Contact Center Market 2016-2021
6.5 South America Contact Center Market 2016-2021
6.6 Middle East and Africa Contact Center Market 2016-2021

7 North America
7.1 North America Contact Center Market by Country 2016-2021
7.2 United States
7.3 Canada
7.4 Mexico

8 Europe
8.1 Europe Contact Center Market by Country 2016-2021
8.2 Germany
8.3 France
8.4 UK
8.5 Italy
8.6 Russia
8.7 Spain

9 Asia Pacific
9.1 Asia Pacific Contact Center Market by Country 2016-2021
9.2 China
9.3 Japan
9.4 Korea
9.5 Southeast Asia
9.6 India
9.7 Australia

10 South America
10.1 South America Contact Center Market by Country 2016-2021
10.2 Brazil
10.3 Argentina
10.4 Colombia

11 Middle East and Africa
11.1 Middle East and Africa Contact Center Market by Country 2016-2021
11.2 Turkey
11.3 Saudi Arabia
11.4 South Africa

12 Key Participants Company Information
3.1 West Corporation
3.1.1 West Corporation Company Information
3.1.2 West Corporation Contact Center Product Portfolio, Specification and Application
3.1.3 West Corporation Contact Center Revenue and Gross Margin (2019-2021)
3.1.4 West Corporation Key Development
3.2 Transcom
3.2.1 Transcom Company Information
3.2.2 Transcom Contact Center Product Portfolio, Specification and Application
3.2.3 Transcom Contact Center Revenue and Gross Margin (2019-2021)
3.2.4 Transcom Key Development
3.3 TeleTech Holdings Inc.
3.3.1 TeleTech Holdings Inc. Company Information
3.3.2 TeleTech Holdings Inc. Contact Center Product Portfolio, Specification and Application
3.3.3 TeleTech Holdings Inc. Contact Center Revenue and Gross Margin (2019-2021)
3.3.4 TeleTech Holdings Inc. Key Development
3.4 Teleperformance
3.4.1 Teleperformance Company Information
3.4.2 Teleperformance Contact Center Product Portfolio, Specification and Application
3.4.3 Teleperformance Contact Center Revenue and Gross Margin (2019-2021)
3.4.4 Teleperformance Key Development
3.5 Sykes Enterprises Inc.
3.5.1 Sykes Enterprises Inc. Company Information
3.5.2 Sykes Enterprises Inc. Contact Center Product Portfolio, Specification and Application
3.5.3 Sykes Enterprises Inc. Contact Center Revenue and Gross Margin (2019-2021)
3.5.4 Sykes Enterprises Inc. Key Development
3.6 Serco
3.6.1 Serco Company Information
3.6.2 Serco Contact Center Product Portfolio, Specification and Application
3.6.3 Serco Contact Center Revenue and Gross Margin (2019-2021)
3.6.4 Serco Key Development
3.7 Convergys (Stream)
3.7.1 Convergys (Stream) Company Information
3.7.2 Convergys (Stream) Contact Center Product Portfolio, Specification and Application
3.7.3 Convergys (Stream) Contact Center Revenue and Gross Margin (2019-2021)
3.7.4 Serco Key Development
3.9 Comdata Group
3.9.1 Comdata Group Company Information
3.9.2 Comdata Group Contact Center Product Portfolio, Specification and Application
3.9.3 Comdata Group Contact Center Revenue and Gross Margin (2019-2021)
3.9.4 Comdata Group Key Development
3.8 Concentrix
3.8.1 Concentrix Company Information
3.8.2 Concentrix Contact Center Product Portfolio, Specification and Application
3.8.3 Concentrix Contact Center Revenue and Gross Margin (2019-2021)
3.8.4 Concentrix Key Development
3.11 Arvato
3.11.1 Arvato Company Information
3.11.2 Arvato Contact Center Product Portfolio, Specification and Application
3.11.3 Arvato Contact Center Revenue and Gross Margin (2019-2021)
3.11.4 Arvato Key Development
3.12 Acticall (Sitel)
3.12.1 Acticall (Sitel) Company Information
3.12.2 Acticall (Sitel) Contact Center Product Portfolio, Specification and Application
3.12.3 Acticall (Sitel) Contact Center Revenue and Gross Margin (2019-2021)
3.12.4 Acticall (Sitel) Key Development

13 Global Contact Center Market Forecast by Region by Type and by Application
13.1 Global Contact Center Revenue Forecast 2022-2027
13.2 Global Contact Center Forecast by Regions
13.3 Global Contact Center Forecast by Type
13.4 Global Contact Center Forecast by Application

14 Analyst Views and Conclusions
15 Methodology and Data Source
15.1 Methodology
15.2 Research Data Source
15.2.1 Secondary Data
15.2.2 Primary Data
15.2.3 Market Size Estimation
15.3 Legal Disclaimer


List of Tables

Table 1: Global Contact Center Production Specifications
Table 2: Drivers in Contact Center Market
Table 3: Restraints Contact Center Market
Table 4: Opportunity in Contact Center Market
Table 5: Comparion of Alternative and Contact Center
Table 6: Contact Center Raw Materials Key Suppliers List
Table 7: Contact Center Distributors List
Table 8: Contact Center Major Buyers in Application One
Table 9: Contact Center Major Buyers in Application Two
Table 10: Contact Center Major Buyers in Application Three
Table 11: Global Contact Center Revenue (Million USD) by Type 2016-2021
Table 12: Global Contact Center Revenue Market Share by Type 2016-2021
Table 18: Global Contact Center Revenue (Million USD) by Application 2016-2021
Table 19: Global Contact Center Revenue Market Share by Application 2016-2021
Table 20: Global Contact Center Revenue (Million USD) by Region 2016-2021
Table 21: Global Contact Center Revenue Market Share by Region 2016-2021
Table 22: North America Contact Center Revenue (Million USD) by Country 2016-2021
Table 23: North America Contact Center Revenue Market Share by Country 2016-2021)
Table 24: Europe Contact Center Revenue (Million USD) by Country 2016-2021
Table 25: Europe Contact Center Revenue Market Share by Country 2016-2021)
Table 26: Asia Pacific Contact Center Revenue (Million USD) by Country 2016-2021
Table 27: Asia Pacific Contact Center Revenue Market Share by Country 2016-2021)
Table 28: South America Contact Center Revenue (Million USD) by Country 2016-2021
Table 29: South America Contact Center Revenue Market Share by Country 2016-2021)
Table 30: Middle East and Africa Contact Center Revenue (Million USD) by Country 2016-2021
Table 31: Middle East and Africa Contact Center Revenue Market Share by Country 2016-2021)
Table 32 West Corporation Company Information
Table 33 West Corporation Contact Center Product Portfolio, Specification and Application
Table 34 West Corporation Contact Center Revenue and Gross Margin (2019-2021)
Table 35 Transcom Company Information
Table 36 Transcom Contact Center Product Portfolio, Specification and Application
Table 37 Transcom Contact Center Revenue and Gross Margin (2019-2021)
Table 38 TeleTech Holdings Inc. Company Information
Table 39 TeleTech Holdings Inc. Contact Center Product Portfolio, Specification and Application
Table 40 TeleTech Holdings Inc. Contact Center Revenue and Gross Margin (2019-2021)
Table 41 Teleperformance Company Information
Table 42 Teleperformance Contact Center Product Portfolio, Specification and Application
Table 43 Teleperformance Contact Center Revenue and Gross Margin (2019-2021)
Table 44 Sykes Enterprises Inc. Company Information
Table 45 Sykes Enterprises Inc. Contact Center Product Portfolio, Specification and Application
Table 46 Sykes Enterprises Inc. Contact Center Revenue and Gross Margin (2019-2021)
Table 47 Serco Company Information
Table 48 Serco Contact Center Product Portfolio, Specification and Application
Table 49 Serco Contact Center Revenue and Gross Margin (2019-2021)
Table 50 Convergys (Stream) Company Information
Table 51 Convergys (Stream) Contact Center Product Portfolio, Specification and Application
Table 52 Convergys (Stream) Contact Center Revenue and Gross Margin (2019-2021)
Table 53 Concentrix Company Information
Table 54 Concentrix Contact Center Product Portfolio, Specification and Application
Table 55 Concentrix Contact Center Revenue and Gross Margin (2019-2021)
Table 56 Comdata Group Company Information
Table 57 Comdata Group Contact Center Product Portfolio, Specification and Application
Table 58 Comdata Group Contact Center Revenue and Gross Margin (2019-2021)
Table 59: Global Contact Center Revenue (Million USD) Forecast by Region (2022-2027)
Table 60: Global Contact Center Revenue Market Share Forecast by Region (2022-2027)
Table 61: Global Contact Center Revenue (Million USD) Forecast by Type (2022-2027)
Table 62: Global Contact Center Revenue Market Share Forecast by Type (2022-2027)
Table 63: Global Contact Center Revenue (Million USD) Forecast by Application (2022-2027)
Table 64: Global Contact Center Revenue Market Share Forecast by Application (2022-2027)

Tables and Figures

List of Figures

Figure 1: Contact Center Picture
Figure 2: Global Contact Center Market Size (Million USD) and Growth Rate (2016-2027)
Figure 3: Porter's Five Forces Analysis
Figure 4: Contact Center Industry Life Cycle
Figure 5: Product Picture of 24 hours
Figure 6: Product Picture of online service
Figure 9: Global Contact Center Revenue Market Share by Type, 2020


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