Global Contact Center Market 2018 - Industry Research Report

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Global Contact Center Market 2018 - Industry Research Report

 Published Date : Oct-2018   |    Format :PDF |    Number of Pages : 95   |    Publisher : Extense Research

This report focuses on the global Contact Center status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Contact Center development in United States, Europe and China.

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.
In 2017, the global Contact Center market size was xx million US$ and it is expected to reach xx million US$ by the end of 2025, with a CAGR of xx% during 2018-2025.

The key players covered in this study
    Teleperformance
    Convergys (Stream)
    Sykes Enterprises Inc.
    Transcom
    Atento
    Arvato
    West Corporation
    Acticall (Sitel)
    TeleTech Holdings Inc.
    Comdata Group
    Serco
    Concentrix

Market segment by Type, the product can be split into
    24 hours
    online severice

Market segment by Application, split into
    Telecommunication
    Banking, Financial Services and Insurance (BFSI)
    Government and Public Sector
    Healthcare and Life Sciences
    Retail and Consumer Goods
    Others

Market segment by Regions/Countries, this report covers
    United States
    Europe
    China
    Japan
    Southeast Asia
    India
    Central & South America

The study objectives of this report are:
    To analyze global Contact Center status, future forecast, growth opportunity, key market and key players.
    To present the Contact Center development in United States, Europe and China.
    To strategically profile the key players and comprehensively analyze their development plan and strategies.
    To define, describe and forecast the market by product type, market and key regions.

In this study, the years considered to estimate the market size of Contact Center are as follows:
    History Year: 2013-2017
    Base Year: 2017
    Estimated Year: 2018
    Forecast Year 2018 to 2025
For the data information by region, company, type and application, 2017 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.

1 Report Overview
    1.1 Study Scope
    1.2 Key Market Segments
    1.3 Players Covered
    1.4 Market Analysis by Type
        1.4.1 Global Contact Center Market Size Growth Rate by Type (2013-2025)
        1.4.2 24 hours
        1.4.3 online severice
    1.5 Market by Application
        1.5.1 Global Contact Center Market Share by Application (2013-2025)
        1.5.2 Telecommunication
        1.5.3 Banking, Financial Services and Insurance (BFSI)
        1.5.4 Government and Public Sector
        1.5.5 Healthcare and Life Sciences
        1.5.6 Retail and Consumer Goods
        1.5.7 Others
    1.6 Study Objectives
    1.7 Years Considered

2 Global Growth Trends
    2.1 Contact Center Market Size
    2.2 Contact Center Growth Trends by Regions
        2.2.1 Contact Center Market Size by Regions (2013-2025)
        2.2.2 Contact Center Market Share by Regions (2013-2018)
    2.3 Industry Trends
        2.3.1 Market Top Trends
        2.3.2 Market Drivers
        2.3.3 Market Opportunities

3 Market Share by Key Players
    3.1 Contact Center Market Size by Manufacturers
        3.1.1 Global Contact Center Revenue by Manufacturers (2013-2018)
        3.1.2 Global Contact Center Revenue Market Share by Manufacturers (2013-2018)
        3.1.3 Global Contact Center Market Concentration Ratio (CR5 and HHI)
    3.2 Contact Center Key Players Head office and Area Served
    3.3 Key Players Contact Center Product/Solution/Service
    3.4 Date of Enter into Contact Center Market
    3.5 Mergers & Acquisitions, Expansion Plans

4 Breakdown Data by Type and Application
    4.1 Global Contact Center Market Size by Type (2013-2018)
    4.2 Global Contact Center Market Size by Application (2013-2018)

5 United States
    5.1 United States Contact Center Market Size (2013-2018)
    5.2 Contact Center Key Players in United States
    5.3 United States Contact Center Market Size by Type
    5.4 United States Contact Center Market Size by Application

6 Europe
    6.1 Europe Contact Center Market Size (2013-2018)
    6.2 Contact Center Key Players in Europe
    6.3 Europe Contact Center Market Size by Type
    6.4 Europe Contact Center Market Size by Application

7 China
    7.1 China Contact Center Market Size (2013-2018)
    7.2 Contact Center Key Players in China
    7.3 China Contact Center Market Size by Type
    7.4 China Contact Center Market Size by Application

8 Japan
    8.1 Japan Contact Center Market Size (2013-2018)
    8.2 Contact Center Key Players in Japan
    8.3 Japan Contact Center Market Size by Type
    8.4 Japan Contact Center Market Size by Application

9 Southeast Asia
    9.1 Southeast Asia Contact Center Market Size (2013-2018)
    9.2 Contact Center Key Players in Southeast Asia
    9.3 Southeast Asia Contact Center Market Size by Type
    9.4 Southeast Asia Contact Center Market Size by Application

10 India
    10.1 India Contact Center Market Size (2013-2018)
    10.2 Contact Center Key Players in India
    10.3 India Contact Center Market Size by Type
    10.4 India Contact Center Market Size by Application

11 Central & South America
    11.1 Central & South America Contact Center Market Size (2013-2018)
    11.2 Contact Center Key Players in Central & South America
    11.3 Central & South America Contact Center Market Size by Type
    11.4 Central & South America Contact Center Market Size by Application

12 International Players Profiles
    12.1 Teleperformance
        12.1.1 Teleperformance Company Details
        12.1.2 Company Description and Business Overview
        12.1.3 Contact Center Introduction
        12.1.4 Teleperformance Revenue in Contact Center Business (2013-2018)
        12.1.5 Teleperformance Recent Development
    12.2 Convergys (Stream)
        12.2.1 Convergys (Stream) Company Details
        12.2.2 Company Description and Business Overview
        12.2.3 Contact Center Introduction
        12.2.4 Convergys (Stream) Revenue in Contact Center Business (2013-2018)
        12.2.5 Convergys (Stream) Recent Development
    12.3 Sykes Enterprises Inc.
        12.3.1 Sykes Enterprises Inc. Company Details
        12.3.2 Company Description and Business Overview
        12.3.3 Contact Center Introduction
        12.3.4 Sykes Enterprises Inc. Revenue in Contact Center Business (2013-2018)
        12.3.5 Sykes Enterprises Inc. Recent Development
    12.4 Transcom
        12.4.1 Transcom Company Details
        12.4.2 Company Description and Business Overview
        12.4.3 Contact Center Introduction
        12.4.4 Transcom Revenue in Contact Center Business (2013-2018)
        12.4.5 Transcom Recent Development
    12.5 Atento
        12.5.1 Atento Company Details
        12.5.2 Company Description and Business Overview
        12.5.3 Contact Center Introduction
        12.5.4 Atento Revenue in Contact Center Business (2013-2018)
        12.5.5 Atento Recent Development
    12.6 Arvato
        12.6.1 Arvato Company Details
        12.6.2 Company Description and Business Overview
        12.6.3 Contact Center Introduction
        12.6.4 Arvato Revenue in Contact Center Business (2013-2018)
        12.6.5 Arvato Recent Development
    12.7 West Corporation
        12.7.1 West Corporation Company Details
        12.7.2 Company Description and Business Overview
        12.7.3 Contact Center Introduction
        12.7.4 West Corporation Revenue in Contact Center Business (2013-2018)
        12.7.5 West Corporation Recent Development
    12.8 Acticall (Sitel)
        12.8.1 Acticall (Sitel) Company Details
        12.8.2 Company Description and Business Overview
        12.8.3 Contact Center Introduction
        12.8.4 Acticall (Sitel) Revenue in Contact Center Business (2013-2018)
        12.8.5 Acticall (Sitel) Recent Development
    12.9 TeleTech Holdings Inc.
        12.9.1 TeleTech Holdings Inc. Company Details
        12.9.2 Company Description and Business Overview
        12.9.3 Contact Center Introduction
        12.9.4 TeleTech Holdings Inc. Revenue in Contact Center Business (2013-2018)
        12.9.5 TeleTech Holdings Inc. Recent Development
    12.10 Comdata Group
        12.10.1 Comdata Group Company Details
        12.10.2 Company Description and Business Overview
        12.10.3 Contact Center Introduction
        12.10.4 Comdata Group Revenue in Contact Center Business (2013-2018)
        12.10.5 Comdata Group Recent Development
    12.11 Serco
    12.12 Concentrix

13 Market Forecast 2018-2025
    13.1 Market Size Forecast by Regions
    13.2 United States
    13.3 Europe
    13.4 China
    13.5 Japan
    13.6 Southeast Asia
    13.7 India
    13.8 Central & South America
    13.9 Market Size Forecast by Product (2018-2025)
    13.10 Market Size Forecast by Application (2018-2025)

14 Analyst's Viewpoints/Conclusions

15 Appendix
    15.1 Research Methodology
        15.1.1 Methodology/Research Approach
            15.1.1.1 Research Programs/Design
            15.1.1.2 Market Size Estimation
            12.1.1.3 Market Breakdown and Data Triangulation
        15.1.2 Data Source
            15.1.2.1 Secondary Sources
            15.1.2.2 Primary Sources
    15.2 Disclaimer
    15.3 Author Details



List of Tables and Figures

    Table Contact Center Key Market Segments
    Table Key Players Contact Center Covered
    Table Global Contact Center Market Size Growth Rate by Type 2013-2025 (Million US$)
    Figure Global Contact Center Market Size Market Share by Type 2013-2025
    Figure 24 hours Figures
    Table Key Players of 24 hours
    Figure online severice Figures
    Table Key Players of online severice
    Table Global Contact Center Market Size Growth by Application 2013-2025 (Million US$)
    Figure Telecommunication Case Studies
    Figure Banking, Financial Services and Insurance (BFSI) Case Studies
    Figure Government and Public Sector Case Studies
    Figure Healthcare and Life Sciences Case Studies
    Figure Retail and Consumer Goods Case Studies
    Figure Others Case Studies
    Figure Contact Center Report Years Considered
    Table Global Contact Center Market Size 2013-2025 (Million US$)
    Figure Global Contact Center Market Size and Growth Rate 2013-2025 (Million US$)
    Table Global Contact Center Market Size by Regions 2013-2025 (Million US$)
    Table Global Contact Center Market Size by Regions 2013-2018 (Million US$)
    Table Global Contact Center Market Share by Regions 2013-2018
    Figure Global Contact Center Market Share by Regions 2013-2018
    Figure Global Contact Center Market Share by Regions 2018
    Table Market Top Trends
    Table Global Contact Center Revenue by Manufacturers (2013-2018) (Million US$)
    Table Global Contact Center Market Share by Manufacturers (2013-2018)
    Figure Global Contact Center Market Share by Manufacturers in 2018
    Table Global Contact Center Manufacturers Market Concentration Ratio (CR5 and HHI)
    Table Key Players Head office and Area Served
    Table Key Players Contact Center Product/Solution/Service
    Table Date of Enter into Contact Center Market
    Table Mergers & Acquisitions, Expansion Plans
    Table Global Contact Center Market Size by Type (2013-2018) (Million US$)
    Table Global Contact Center Market Size Share by Type (2013-2018)
    Figure Global Contact Center Market Size Market Share by Type (2013-2018)
    Table Global Contact Center Market Size by Application (2013-2018) (Million US$)
    Table Global Contact Center Market Size Share by Application (2013-2018)
    Figure Global Contact Center Market Size Market Share by Application (2013-2018)
    Figure Global Contact Center Revenue Market Share by Application in 2017
    Figure United States Contact Center Market Size 2013-2018 (Million US$)
    Table United States Key Players Contact Center Revenue (2017-2018) (Million US$)
    Table United States Key Players Contact Center Market Share (2017-2018)
    Table United States Contact Center Market Size by Type (2013-2018) (Million US$)
    Table United States Contact Center Market Share by Type (2013-2018)
    Table United States Contact Center Market Size by Application (2013-2018) (Million US$)
    Table United States Contact Center Market Share by Application (2013-2018)
    Figure Europe Contact Center Market Size 2013-2018 (Million US$)
    Table Europe Key Players Contact Center Revenue (2017-2018) (Million US$)
    Table Europe Key Players Contact Center Market Share (2017-2018)
    Table Europe Contact Center Market Size by Type (2013-2018) (Million US$)
    Table Europe Contact Center Market Share by Type (2013-2018)
    Table Europe Contact Center Market Size by Application (2013-2018) (Million US$)
    Table Europe Contact Center Market Share by Application (2013-2018)
    Figure China Contact Center Market Size 2013-2018 (Million US$)
    Table China Key Players Contact Center Revenue (2017-2018) (Million US$)
    Table China Key Players Contact Center Market Share (2017-2018)
    Table China Contact Center Market Size by Type (2013-2018) (Million US$)
    Table China Contact Center Market Share by Type (2013-2018)
    Table China Contact Center Market Size by Application (2013-2018) (Million US$)
    Table China Contact Center Market Share by Application (2013-2018)
    Figure Japan Contact Center Market Size 2013-2018 (Million US$)
    Table Japan Key Players Contact Center Revenue (2017-2018) (Million US$)
    Table Japan Key Players Contact Center Market Share (2017-2018)
    Table Japan Contact Center Market Size by Type (2013-2018) (Million US$)
    Table Japan Contact Center Market Share by Type (2013-2018)
    Table Japan Contact Center Market Size by Application (2013-2018) (Million US$)
    Table Japan Contact Center Market Share by Application (2013-2018)
    Figure Southeast Asia Contact Center Market Size 2013-2018 (Million US$)
    Table Southeast Asia Key Players Contact Center Revenue (2017-2018) (Million US$)
    Table Southeast Asia Key Players Contact Center Market Share (2017-2018)
    Table Southeast Asia Contact Center Market Size by Type (2013-2018) (Million US$)
    Table Southeast Asia Contact Center Market Share by Type (2013-2018)
    Table Southeast Asia Contact Center Market Size by Application (2013-2018) (Million US$)
    Table Southeast Asia Contact Center Market Share by Application (2013-2018)
    Figure India Contact Center Market Size 2013-2018 (Million US$)
    Table India Key Players Contact Center Revenue (2017-2018) (Million US$)
    Table India Key Players Contact Center Market Share (2017-2018)
    Table India Contact Center Market Size by Type (2013-2018) (Million US$)
    Table India Contact Center Market Share by Type (2013-2018)
    Table India Contact Center Market Size by Application (2013-2018) (Million US$)
    Table India Contact Center Market Share by Application (2013-2018)
    Figure Central & South America Contact Center Market Size 2013-2018 (Million US$)
    Table Central & South America Key Players Contact Center Revenue (2017-2018) (Million US$)
    Table Central & South America Key Players Contact Center Market Share (2017-2018)
    Table Central & South America Contact Center Market Size by Type (2013-2018) (Million US$)
    Table Central & South America Contact Center Market Share by Type (2013-2018)
    Table Central & South America Contact Center Market Size by Application (2013-2018) (Million US$)
    Table Central & South America Contact Center Market Share by Application (2013-2018)
    Table Teleperformance Company Details
    Table Teleperformance Revenue in Contact Center Business (2013-2018) (Million US$)
    Figure Teleperformance Revenue Growth Rate in Contact Center Business (2013-2018)
    Table Teleperformance Recent Development
    Table Convergys (Stream) Company Details
    Table Convergys (Stream) Revenue in Contact Center Business (2013-2018)(Million US$)
    Figure Convergys (Stream) Revenue Growth Rate in Contact Center Business (2013-2018)
    Table Convergys (Stream) Recent Development
    Table Sykes Enterprises Inc. Company Details
    Table Sykes Enterprises Inc. Revenue in Contact Center Business (2013-2018)(Million US$)
    Figure Sykes Enterprises Inc. Revenue Growth Rate in Contact Center Business (2013-2018)
    Table Sykes Enterprises Inc. Recent Development
    Table Transcom Company Details
    Table Transcom Revenue in Contact Center Business (2013-2018)(Million US$)
    Figure Transcom Revenue Growth Rate in Contact Center Business (2013-2018)
    Table Transcom Recent Development
    Table Atento Company Details
    Table Atento Revenue in Contact Center Business (2013-2018)(Million US$)
    Figure Atento Revenue Growth Rate in Contact Center Business (2013-2018)
    Table Atento Recent Development
    Table Arvato Company Details
    Table Arvato Revenue in Contact Center Business (2013-2018)(Million US$)
    Figure Arvato Revenue Growth Rate in Contact Center Business (2013-2018)
    Table Arvato Recent Development
    Table West Corporation Company Details
    Table West Corporation Revenue in Contact Center Business (2013-2018)(Million US$)
    Figure West Corporation Revenue Growth Rate in Contact Center Business (2013-2018)
    Table West Corporation Recent Development
    Table Acticall (Sitel) Company Details
    Table Acticall (Sitel) Revenue in Contact Center Business (2013-2018)(Million US$)
    Figure Acticall (Sitel) Revenue Growth Rate in Contact Center Business (2013-2018)
    Table Acticall (Sitel) Recent Development
    Table TeleTech Holdings Inc. Company Details
    Table TeleTech Holdings Inc. Revenue in Contact Center Business (2013-2018)(Million US$)
    Figure TeleTech Holdings Inc. Revenue Growth Rate in Contact Center Business (2013-2018)
    Table TeleTech Holdings Inc. Recent Development
    Table Comdata Group Company Details
    Table Comdata Group Revenue in Contact Center Business (2013-2018)(Million US$)
    Figure Comdata Group Revenue Growth Rate in Contact Center Business (2013-2018)
    Table Comdata Group Recent Development
    Table Serco Company Details
    Table Concentrix Company Details
    Table Global Contact Center Market Size by Regions (Million US$) 2018-2025
    Figure Global Contact Center Market Size Share by Regions (2018-2025)
    Figure Global Contact Center Market Size Share by Regions in 2025
    Figure United States Contact Center Market Size Forecast (2018-2025)(Million USD)
    Figure Europe Contact Center Market Size Forecast (2018-2025)(Million USD)
    Figure China Contact Center Market Size Forecast (2018-2025)(Million USD)
    Figure Japan Contact Center Market Size Forecast (2018-2025)(Million USD)
    Figure Southeast Asia Contact Center Market Size Forecast (2018-2025)(Million USD)
    Figure India Contact Center Market Size Forecast (2018-2025)(Million USD)
    Figure Central & South America Contact Center Market Size Forecast (2018-2025)(Million USD)
    Table Global Contact Center Market Size by Product (2018-2025) (Million US$)
    Figure Global Contact Center Market Size by Product (2018-2025)
    Figure Global Contact Center Market Size by Product in 2025
    Table Global Contact Center Market Size by Application (2018-2025) (Million US$)
    Figure Global Contact Center Market Size by Application (2018-2025)
    Figure Global Contact Center Market Size by Application in 2025
    Table Research Programs/Design for This Report
    Figure Bottom-up and Top-down Approaches for This Report
    Figure Data Triangulation
    Table Key Data Information from Secondary Sources
    Table Key Data Information from Primary Sources

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