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Contact Center Market

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Contact Center Market By Type (Voice-based, Text-based, Social-based, and Media-based); By Deployment (Cloud-based, and On-Premises); and Application (Telecommunication, BFSI, Government and Public Sector, Healthcare and Life Science, Retail and Consumer Goods, and Others): Global Industry Outlook, Market Size, Business Intelligence, Consumer Preferences, Statistical Surveys, Comprehensive Analysis, Historical Developments, Current Trends, and Forecasts, 2020–2026

Industry Insights

This specialized and expertise oriented industry research report scrutinizes the technical and commercial business outlook of the contact center industry. The report analyzes and declares the historical and current trends analysis of the contact center industry and subsequently recommends the projected trends anticipated to be observed in the contact center market in the upcoming years.

The contact center market report analyzes and notifies the industry statistics at the global as well as regional and country levels in order to acquire a thorough perspective of the entire contact center market. The historical and past insights are provided for FY 2016 to FY 2019 whereas projected trends are delivered for FY 2020 to FY 2026. The quantitative and numerical data is represented in terms of both volumes (Units) and value (USD Million) from FY 2016 – 2026.

The quantitative data is further underlined and reinforced by comprehensive qualitative data which comprises various across-the-board market dynamics. The rationales which directly or indirectly impact the contact center industry are exemplified through parameters such as growth drivers, restraints, challenges, and opportunities among other impacting factors.

Throughout our research report, we have encompassed all the proven models and tools of industry analysis and extensively illustrated all the key business strategies and business models adopted in the contact center industry. The report provides an all-inclusive and detailed competitive landscape prevalent in the contact center market.

The report utilizes established industry analysis tools and models such as Porter’s Five Forces framework to analyze and recognize critical business strategies adopted by various stakeholders involved in the entire value chain of the contact center industry. the contact center market report additionally employs SWOT analysis and PESTLE analysis models for further in-depth analysis.

The report study further includes an in-depth analysis of industry players' market shares and provides an overview of leading players' market position in the contact center sector. Key strategic developments in the contact center market competitive landscape such as acquisitions & mergers, inaugurations of different products and services, partnerships & joint ventures, MoU agreements, VC & funding activities, R&D activities, and geographic expansion among other noteworthy activities by key players of the contact center market are appropriately highlighted in the report.

With the progressive technological advancements in this inter-connected world, the contact center has become an interaction hub for enterprises. The evolving needs of the customer and client requirements are changing the role of the contact center. It is no longer focused solely on revenue and service but also, exploits opportunities to improve customer interaction. Nowadays, enterprises adopt automation, analytics, and bots to increase efficiency and provide a better quality experience. Contact center aids in finding out the customer perceptions about the companies by capturing feedbacks and demands, which in turn enhances the business performances.

Growing usage of automated and cloud-based systems is driving the global contact center market growth. Additionally, there has been an intensified need for cloud-based services that fuel business growth in recent years. However, concerns’ regarding data security are expected to deter market growth. Furthermore, businesses have been forced to concentrate on the development of technical factors, which is one of the key attributes for market development.

The contact center market research report delivers an acute valuation and taxonomy of the contact center industry by practically splitting the market on the basis of different types, applications, and regions. Through the analysis of the historical and projected trends, all the segments and sub-segments were evaluated through the bottom-up approach, and different market sizes have been projected for FY 2020 to FY 2026. The regional segmentation of the contact center industry includes the complete classification of all the major continents including North America, Latin America, Europe, Asia Pacific, and Middle East & Africa. Further, country-wise data for the contact center industry is provided for the leading economies of the world.

The contact center market is segmented based on type, deployment, and application. On the basis of type segmentation, the market is classified into voice-based, text-based, social-based, and media-based. In terms of deployment, the market is divided into cloud-based, and on-premises. Based on application, the market has been fragmented into telecommunication, BFSI, government and public sector, healthcare and life science, retail, and consumer goods, among others.

Some of the essential players operating in the contact center market, but not restricted to include 8x8 Inc., ALE International, Cisco Systems, Inc., Enghouse Systems Ltd., Five9 Inc., Genesys, Mitel Networks Corp, NEC Corp., Teleperformance, Alorica, Atento S.A, Sykes Enterprises, Arvato, Serco Group, Acticall (Sitel), Transcom, TeleTech, Concentrix (SYNNEX), HKT Teleservices, Comdata Group, Aspect Software Inc, IBM, and SAP, amongst others.

logoThe taxonomy of the contact center industry by its scope and segmentation is as follows:

logoGlobal Contact Center Market: By Type Segmentation Analysis (Customizable)

  • Voice-based
  • Text-based
  • Social-based
  • Media-based

logoGlobal Contact Center Market: By Deployment Segmentation Analysis (Customizable)

  • Cloud-based
  • On-Premises

logoGlobal Contact Center Market: By Application Segmentation Analysis (Customizable)

  • Telecommunication
  • BFSI
  • Government and Public Sector
  • Healthcare and Life Science
  • Retail and Consumer Goods
  • Others

logoGlobal Contact Center Market: Regional Segmentation Analysis (Customizable)

  • North America
    • The U.S.
    • Canada
  • Europe
    • Germany
    • The UK
    • France
    • Spain
    • Italy
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Southeast Asia
    • Rest of Asia Pacific
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America
  • Middle East & Africa
    • GCC
    • South Africa
    • Rest of Middle East & Africa

Table of Content

  1. Chapter 1 Executive Summary
    1. 1.1. Introduction of Contact Center
    2. 1.2. Global Contact Center Market, 2019 & 2026 (USD Million)
    3. 1.3. Global Contact Center Market, 2016 – 2026 (USD Million)
    4. 1.4. Global Contact Center Market Absolute Revenue Opportunity, 2016 – 2026 (USD Million)
    5. 1.5. Global Contact Center Market Incremental Revenue Opportunity, 2020 – 2026 (USD Million)
  2. Chapter 2 Contact Center Market – Type Analysis
    1. 2.1. Global Contact Center Market – Type Overview
    2. 2.2. Global Contact Center Market Share, by Type, 2019 & 2026 (USD Million)
    3. 2.3. Voice-based
      1. 2.3.1. Global Voice-based Contact Center Market, 2016 – 2026 (USD Million)
    4. 2.4. Text-based
      1. 2.4.1. Global Text-based Contact Center Market, 2016 – 2026 (USD Million)
    5. 2.5. Social-based
      1. 2.5.1. Global Social-based Contact Center Market, 2016 – 2026 (USD Million)
    6. 2.6. Media-based
      1. 2.6.1. Global Media-based Contact Center Market, 2016 – 2026 (USD Million)
  3. Chapter 3 Contact Center Market – Deployment Analysis
    1. 3.1. Global Contact Center Market – Deployment Overview
    2. 3.2. Global Contact Center Market Share, by Deployment, 2019 & 2026 (USD Million)
    3. 3.3. Cloud-based
      1. 3.3.1. Global Cloud-based Contact Center Market, 2016 – 2026 (USD Million)
    4. 3.4. On-Premises
      1. 3.4.1. Global On-Premises Contact Center Market, 2016 – 2026 (USD Million)
  4. Chapter 4 Contact Center Market – Application Analysis
    1. 4.1. Global Contact Center Market – Application Overview
    2. 4.2. Global Contact Center Market Share, by Application, 2019 & 2026 (USD Million)
    3. 4.3. Telecommunication
      1. 4.3.1. Global Telecommunication Contact Center Market, 2016 – 2026 (USD Million)
    4. 4.4. BFSI
      1. 4.4.1. Global BFSI Contact Center Market, 2016 – 2026 (USD Million)
    5. 4.5. Government and Public Sector
      1. 4.5.1. Global Government and Public Sector Contact Center Market, 2016 – 2026 (USD Million)
    6. 4.6. Healthcare and Life Science
      1. 4.6.1. Global Healthcare and Life Science Contact Center Market, 2016 – 2026 (USD Million)
    7. 4.7. Retail and Consumer Goods
      1. 4.7.1. Global Retail and Consumer Goods Contact Center Market, 2016 – 2026 (USD Million)
    8. 4.8. Others
      1. 4.8.1. Global Others Contact Center Market, 2016 – 2026 (USD Million)
  5. Chapter 5 Contact Center Market – Regional Analysis
    1. 5.1. Global Contact Center Market Regional Overview
    2. 5.2. Global Contact Center Market Share, by Region, 2019 & 2026 (USD Million)
    3. 5.3. North America
      1. 5.3.1. North America Contact Center Market, 2016 – 2026 (USD Million)
        1. 5.3.1.1. North America Contact Center Market, by Country, 2016 - 2026 (USD Million)
      2. 5.3.2. North America Contact Center Market, by Type, 2016 – 2026
        1. 5.3.2.1. North America Contact Center Market, by Type, 2016 – 2026 (USD Million)
      3. 5.3.3. North America Contact Center Market, by Deployment, 2016 – 2026
        1. 5.3.3.1. North America Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      4. 5.3.4. North America Contact Center Market, by Application, 2016 – 2026
        1. 5.3.4.1. North America Contact Center Market, by Application, 2016 – 2026 (USD Million)
      5. 5.3.5. U.S.
        1. 5.3.5.1. U.S. Contact Center Market, 2016 – 2026 (USD Million)
      6. 5.3.6. Canada
        1. 5.3.6.1. Canada Contact Center Market, 2016 – 2026 (USD Million)
    4. 5.4. Europe
      1. 5.4.1. Europe Contact Center Market, 2016 – 2026 (USD Million)
        1. 5.4.1.1. Europe Contact Center Market, by Country, 2016 - 2026 (USD Million)
      2. 5.4.2. Europe Contact Center Market, by Type, 2016 – 2026
        1. 5.4.2.1. Europe Contact Center Market, by Type, 2016 – 2026 (USD Million)
      3. 5.4.3. Europe Contact Center Market, by Deployment, 2016 – 2026
        1. 5.4.3.1. Europe Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      4. 5.4.4. Europe Contact Center Market, by Application, 2016 – 2026
        1. 5.4.4.1. Europe Contact Center Market, by Application, 2016 – 2026 (USD Million)
      5. 5.4.5. Germany
        1. 5.4.5.1. Germany Contact Center Market, 2016 – 2026 (USD Million)
      6. 5.4.6. France
        1. 5.4.6.1. France Contact Center Market, 2016 – 2026 (USD Million)
      7. 5.4.7. U.K.
        1. 5.4.7.1. U.K. Contact Center Market, 2016 – 2026 (USD Million)
      8. 5.4.8. Italy
        1. 5.4.8.1. Italy Contact Center Market, 2016 – 2026 (USD Million)
      9. 5.4.9. Spain
        1. 5.4.9.1. Spain Contact Center Market, 2016 – 2026 (USD Million)
      10. 5.4.10. Rest of Europe
        1. 5.4.10.1. Rest of Europe Contact Center Market, 2016 – 2026 (USD Million)
    5. 5.5. Asia Pacific
      1. 5.5.1. Asia Pacific Contact Center Market, 2016 – 2026 (USD Million)
        1. 5.5.1.1. Asia Pacific Contact Center Market, by Country, 2016 - 2026 (USD Million)
      2. 5.5.2. Asia Pacific Contact Center Market, by Type, 2016 – 2026
        1. 5.5.2.1. Asia Pacific Contact Center Market, by Type, 2016 – 2026 (USD Million)
      3. 5.5.3. Asia Pacific Contact Center Market, by Deployment, 2016 – 2026
        1. 5.5.3.1. Asia Pacific Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      4. 5.5.4. Asia Pacific Contact Center Market, by Application, 2016 – 2026
        1. 5.5.4.1. Asia Pacific Contact Center Market, by Application, 2016 – 2026 (USD Million)
      5. 5.5.5. China
        1. 5.5.5.1. China Contact Center Market, 2016 – 2026 (USD Million)
      6. 5.5.6. Japan
        1. 5.5.6.1. Japan Contact Center Market, 2016 – 2026 (USD Million)
      7. 5.5.7. India
        1. 5.5.7.1. India Contact Center Market, 2016 – 2026 (USD Million)
      8. 5.5.8. South Korea
        1. 5.5.8.1. South Korea Contact Center Market, 2016 – 2026 (USD Million)
      9. 5.5.9. South-East Asia
        1. 5.5.9.1. South-East Asia Contact Center Market, 2016 – 2026 (USD Million)
      10. 5.5.10. Rest of Asia Pacific
        1. 5.5.10.1. Rest of Asia Pacific Contact Center Market, 2016 – 2026 (USD Million)
    6. 5.6. Latin America
      1. 5.6.1. Latin America Contact Center Market, 2016 – 2026 (USD Million)
        1. 5.6.1.1. Latin America Contact Center Market, by Country, 2016 - 2026 (USD Million)
      2. 5.6.2. Latin America Contact Center Market, by Type, 2016 – 2026
        1. 5.6.2.1. Latin America Contact Center Market, by Type, 2016 – 2026 (USD Million)
      3. 5.6.3. Latin America Contact Center Market, by Deployment, 2016 – 2026
        1. 5.6.3.1. Latin America Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      4. 5.6.4. Latin America Contact Center Market, by Application, 2016 – 2026
        1. 5.6.4.1. Latin America Contact Center Market, by Application, 2016 – 2026 (USD Million)
      5. 5.6.5. Brazil
        1. 5.6.5.1. Brazil Contact Center Market, 2016 – 2026 (USD Million)
      6. 5.6.6. Mexico
        1. 5.6.6.1. Mexico Contact Center Market, 2016 – 2026 (USD Million)
      7. 5.6.7. Rest of Latin America
        1. 5.6.7.1. Rest of Latin America Contact Center Market, 2016 – 2026 (USD Million)
    7. 5.7. The Middle-East and Africa
      1. 5.7.1. The Middle-East and Africa Contact Center Market, 2016 – 2026 (USD Million)
        1. 5.7.1.1. The Middle-East and Africa Contact Center Market, by Country, 2016 - 2026 (USD Million)
      2. 5.7.2. The Middle-East and Africa Contact Center Market, by Type, 2016 – 2026
        1. 5.7.2.1. The Middle-East and Africa Contact Center Market, by Type, 2016 – 2026 (USD Million)
      3. 5.7.3. The Middle-East and Africa Contact Center Market, by Deployment, 2016 – 2026
        1. 5.7.3.1. The Middle-East and Africa Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      4. 5.7.4. The Middle-East and Africa Contact Center Market, by Application, 2016 – 2026
        1. 5.7.4.1. The Middle-East and Africa Contact Center Market, by Application, 2016 – 2026 (USD Million)
      5. 5.7.5. GCC Countries
        1. 5.7.5.1. GCC Countries Contact Center Market, 2016 – 2026 (USD Million)
      6. 5.7.6. South Africa
        1. 5.7.6.1. South Africa Contact Center Market, 2016 – 2026 (USD Million)
      7. 5.7.7. Rest of Middle-East Africa
        1. 5.7.7.1. Rest of Middle-East Africa Contact Center Market, 2016 – 2026 (USD Million)
  6. Chapter 6 Contact Center Market – Competitive Landscape
    1. 6.1. Competitor Market Share – Revenue
    2. 6.2. Market Concentration Rate Analysis, Top 3 and Top 5 Players
    3. 6.3. Strategic Developments
      1. 6.3.1. Acquisitions and Mergers
      2. 6.3.2. New Products
      3. 6.3.3. Research & Development Activities
  7. Chapter 7 Company Profiles
    1. 7.1. 8x8 Inc.
      1. 7.1.1. Company Overview
      2. 7.1.2. Product/Service Portfolio
      3. 7.1.3. 8x8 Inc. Sales, Revenue, and Gross Margin
      4. 7.1.4. 8x8 Inc. Revenue and Growth Rate
      5. 7.1.5. 8x8 Inc. Market Share
      6. 7.1.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    2. 7.2. ALE International
      1. 7.2.1. Company Overview
      2. 7.2.2. Product/Service Portfolio
      3. 7.2.3. ALE International Sales, Revenue, and Gross Margin
      4. 7.2.4. ALE International Revenue and Growth Rate
      5. 7.2.5. ALE International Market Share
      6. 7.2.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    3. 7.3. Cisco Systems, Inc.
      1. 7.3.1. Company Overview
      2. 7.3.2. Product/Service Portfolio
      3. 7.3.3. Cisco Systems, Inc. Sales, Revenue, and Gross Margin
      4. 7.3.4. Cisco Systems, Inc. Revenue and Growth Rate
      5. 7.3.5. Cisco Systems, Inc. Market Share
      6. 7.3.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    4. 7.4. Enghouse Systems Ltd.
      1. 7.4.1. Company Overview
      2. 7.4.2. Product/Service Portfolio
      3. 7.4.3. Enghouse Systems Ltd. Sales, Revenue, and Gross Margin
      4. 7.4.4. Enghouse Systems Ltd. Revenue and Growth Rate
      5. 7.4.5. Enghouse Systems Ltd. Market Share
      6. 7.4.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    5. 7.5. Five9 Inc.
      1. 7.5.1. Company Overview
      2. 7.5.2. Product/Service Portfolio
      3. 7.5.3. Five9 Inc. Sales, Revenue, and Gross Margin
      4. 7.5.4. Five9 Inc. Revenue and Growth Rate
      5. 7.5.5. Five9 Inc. Market Share
      6. 7.5.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    6. 7.6. Genesys
      1. 7.6.1. Company Overview
      2. 7.6.2. Product/Service Portfolio
      3. 7.6.3. Genesys Sales, Revenue, and Gross Margin
      4. 7.6.4. Genesys Revenue and Growth Rate
      5. 7.6.5. Genesys Market Share
      6. 7.6.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    7. 7.7. Mitel Networks Corp
      1. 7.7.1. Company Overview
      2. 7.7.2. Product/Service Portfolio
      3. 7.7.3. Mitel Networks Corp Sales, Revenue, and Gross Margin
      4. 7.7.4. Mitel Networks Corp Revenue and Growth Rate
      5. 7.7.5. Mitel Networks Corp Market Share
      6. 7.7.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    8. 7.8. NEC Corp.
      1. 7.8.1. Company Overview
      2. 7.8.2. Product/Service Portfolio
      3. 7.8.3. NEC Corp. Sales, Revenue, and Gross Margin
      4. 7.8.4. NEC Corp. Revenue and Growth Rate
      5. 7.8.5. NEC Corp. Market Share
      6. 7.8.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    9. 7.9. Teleperformance
      1. 7.9.1. Company Overview
      2. 7.9.2. Product/Service Portfolio
      3. 7.9.3. Teleperformance Sales, Revenue, and Gross Margin
      4. 7.9.4. Teleperformance Revenue and Growth Rate
      5. 7.9.5. Teleperformance Market Share
      6. 7.9.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    10. 7.10. Alorica
      1. 7.10.1. Company Overview
      2. 7.10.2. Product/Service Portfolio
      3. 7.10.3. Alorica Sales, Revenue, and Gross Margin
      4. 7.10.4. Alorica Revenue and Growth Rate
      5. 7.10.5. Alorica Market Share
      6. 7.10.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    11. 7.11. Atento S.A
      1. 7.11.1. Company Overview
      2. 7.11.2. Product/Service Portfolio
      3. 7.11.3. Atento S.A Sales, Revenue, and Gross Margin
      4. 7.11.4. Atento S.A Revenue and Growth Rate
      5. 7.11.5. Atento S.A Market Share
      6. 7.11.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    12. 7.12. Sykes Enterprises
      1. 7.12.1. Company Overview
      2. 7.12.2. Product/Service Portfolio
      3. 7.12.3. Sykes Enterprises Sales, Revenue, and Gross Margin
      4. 7.12.4. Sykes Enterprises Revenue and Growth Rate
      5. 7.12.5. Sykes Enterprises Market Share
      6. 7.12.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    13. 7.13. Arvato
      1. 7.13.1. Company Overview
      2. 7.13.2. Product/Service Portfolio
      3. 7.13.3. Arvato Sales, Revenue, and Gross Margin
      4. 7.13.4. Arvato Revenue and Growth Rate
      5. 7.13.5. Arvato Market Share
      6. 7.13.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    14. 7.14. Serco Group
      1. 7.14.1. Company Overview
      2. 7.14.2. Product/Service Portfolio
      3. 7.14.3. Serco Group Sales, Revenue, and Gross Margin
      4. 7.14.4. Serco Group Revenue and Growth Rate
      5. 7.14.5. Serco Group Market Share
      6. 7.14.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    15. 7.15. Acticall (Sitel)
      1. 7.15.1. Company Overview
      2. 7.15.2. Product/Service Portfolio
      3. 7.15.3. Acticall (Sitel) Sales, Revenue, and Gross Margin
      4. 7.15.4. Acticall (Sitel) Revenue and Growth Rate
      5. 7.15.5. Acticall (Sitel) Market Share
      6. 7.15.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    16. 7.16. Transcom
      1. 7.16.1. Company Overview
      2. 7.16.2. Product/Service Portfolio
      3. 7.16.3. Transcom Sales, Revenue, and Gross Margin
      4. 7.16.4. Transcom Revenue and Growth Rate
      5. 7.16.5. Transcom Market Share
      6. 7.16.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    17. 7.17. TeleTech
      1. 7.17.1. Company Overview
      2. 7.17.2. Product/Service Portfolio
      3. 7.17.3. TeleTech Sales, Revenue, and Gross Margin
      4. 7.17.4. TeleTech Revenue and Growth Rate
      5. 7.17.5. TeleTech Market Share
      6. 7.17.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    18. 7.18. Concentrix (SYNNEX)
      1. 7.18.1. Company Overview
      2. 7.18.2. Product/Service Portfolio
      3. 7.18.3. Concentrix (SYNNEX) Sales, Revenue, and Gross Margin
      4. 7.18.4. Concentrix (SYNNEX) Revenue and Growth Rate
      5. 7.18.5. Concentrix (SYNNEX) Market Share
      6. 7.18.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    19. 7.19. HKT Teleservices
      1. 7.19.1. Company Overview
      2. 7.19.2. Product/Service Portfolio
      3. 7.19.3. HKT Teleservices Sales, Revenue, and Gross Margin
      4. 7.19.4. HKT Teleservices Revenue and Growth Rate
      5. 7.19.5. HKT Teleservices Market Share
      6. 7.19.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    20. 7.20. Comdata Group
      1. 7.20.1. Company Overview
      2. 7.20.2. Product/Service Portfolio
      3. 7.20.3. Comdata Group Sales, Revenue, and Gross Margin
      4. 7.20.4. Comdata Group Revenue and Growth Rate
      5. 7.20.5. Comdata Group Market Share
      6. 7.20.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    21. 7.21. Aspect Software Inc
      1. 7.21.1. Company Overview
      2. 7.21.2. Product/Service Portfolio
      3. 7.21.3. Aspect Software Inc Sales, Revenue, and Gross Margin
      4. 7.21.4. Aspect Software Inc Revenue and Growth Rate
      5. 7.21.5. Aspect Software Inc Market Share
      6. 7.21.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    22. 7.22. IBM
      1. 7.22.1. Company Overview
      2. 7.22.2. Product/Service Portfolio
      3. 7.22.3. IBM Sales, Revenue, and Gross Margin
      4. 7.22.4. IBM Revenue and Growth Rate
      5. 7.22.5. IBM Market Share
      6. 7.22.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    23. 7.23. SAP
      1. 7.23.1. Company Overview
      2. 7.23.2. Product/Service Portfolio
      3. 7.23.3. SAP Sales, Revenue, and Gross Margin
      4. 7.23.4. SAP Revenue and Growth Rate
      5. 7.23.5. SAP Market Share
      6. 7.23.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
  8. Chapter 8 Contact Center — Industry Analysis
    1. 8.1. Introduction and Taxonomy
    2. 8.2. Contact Center Market – Key Trends
      1. 8.2.1. Market Drivers
      2. 8.2.2. Market Restraints
      3. 8.2.3. Market Opportunities
    3. 8.3. Value Chain Analysis
    4. 8.4. Key Mandates and Regulations
    5. 8.5. Technology Roadmap and Timeline
    6. 8.6. Contact Center Market – Attractiveness Analysis
      1. 8.6.1. By Type
      2. 8.6.2. By Deployment
      3. 8.6.3. By Application
      4. 8.6.4. By Region
  9. Chapter 9 Industrial Chain, Sourcing Strategy, and Downstream Buyers
    1. 9.1. Contact Center Industrial Chain Analysis
    2. 9.2. Downstream Buyers
    3. 9.3. Distributors/Traders List
  10. Chapter 10 Marketing Strategy Analysis
    1. 10.1. Marketing Channel
    2. 10.2. Direct Marketing
    3. 10.3. Indirect Marketing
    4. 10.4. Marketing Channel Development Trends
    5. 10.5. Economic/Political Environmental Change
  11. Chapter 11 Report Conclusion & Key Insights
    1. 11.1. Key Insights from Primary Interviews & Surveys Respondents
    2. 11.2. Key Takeaways from Analysts, Consultants, and Industry Leaders
  12. Chapter 12 Research Approach & Methodology
    1. 12.1. Report Description
    2. 12.2. Research Scope
    3. 12.3. Research Methodology
      1. 12.3.1. Secondary Research
      2. 12.3.2. Primary Research
      3. 12.3.3. Statistical Models
        1. 12.3.3.1. Company Share Analysis Model
        2. 12.3.3.2. Revenue Based Modeling
      4. 12.3.4. Research Limitations

      List of Figures

      Fig.1 Product Picture of Contact Center
      Fig.2 Global Contact Center Market, 2016 – 2026 (USD Million)
      Fig.3 Global Contact Center Market Absolute Revenue Opportunity, 2016 – 2026 (USD Million)
      Fig.4 Global Contact Center Market Incremental Revenue Opportunity, 2020 – 2026 (USD Million)
      Fig.5 Global Contact Center Market Share, by Type, 2019 & 2026 (USD Million)
      Fig.6 Global Voice-based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.7 Global Text-based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.8 Global Social-based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.9 Global Media-based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.10 Global Contact Center Market Share, by Deployment, 2019 & 2026 (USD Million)
      Fig.11 Global Cloud-based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.12 Global On-Premises Contact Center Market, 2016 – 2026 (USD Million)
      Fig.13 Global Contact Center Market Share, by Application, 2019 & 2026 (USD Million)
      Fig.14 Global Telecommunication Contact Center Market, 2016 – 2026 (USD Million)
      Fig.15 Global BFSI Contact Center Market, 2016 – 2026 (USD Million)
      Fig.16 Global Government and Public Sector Contact Center Market, 2016 – 2026 (USD Million)
      Fig.17 Global Healthcare and Life Science Contact Center Market, 2016 – 2026 (USD Million)
      Fig.18 Global Retail and Consumer Goods Contact Center Market, 2016 – 2026 (USD Million)
      Fig.19 Global Others Contact Center Market, 2016 – 2026 (USD Million)
      Fig.20 Global Contact Center Market Share, by Region, 2019 & 2026 (USD Million)
      Fig.21 North America Contact Center Market, 2016 – 2026 (USD Million)
      Fig.22 U.S. Contact Center Market, 2016 – 2026 (USD Million)
      Fig.23 Canada Contact Center Market, 2016 – 2026 (USD Million)
      Fig.24 Europe Contact Center Market, 2016 – 2026 (USD Million)
      Fig.25 Germany Contact Center Market, 2016 – 2026 (USD Million)
      Fig.26 France Contact Center Market, 2016 – 2026 (USD Million)
      Fig.27 U.K. Contact Center Market, 2016 – 2026 (USD Million)
      Fig.28 Italy Contact Center Market, 2016 – 2026 (USD Million)
      Fig.29 Spain Contact Center Market, 2016 – 2026 (USD Million)
      Fig.30 Rest of Europe Contact Center Market, 2016 – 2026 (USD Million)
      Fig.31 Asia Pacific Contact Center Market, 2016 – 2026 (USD Million)
      Fig.32 China Contact Center Market, 2016 – 2026 (USD Million)
      Fig.33 Japan Contact Center Market, 2016 – 2026 (USD Million)
      Fig.34 India Contact Center Market, 2016 – 2026 (USD Million)
      Fig.35 South  Korea Contact Center Market, 2016 – 2026 (USD Million)
      Fig.36 South-East Asia Contact Center Market, 2016 – 2026 (USD Million)
      Fig.37 Rest of Asia Pacific Contact Center Market, 2016 – 2026 (USD Million)
      Fig.38 Latin America Contact Center Market, 2016 – 2026 (USD Million)
      Fig.39 Brazil Contact Center Market, 2016 – 2026 (USD Million)
      Fig.40 Mexico Contact Center Market, 2016 – 2026 (USD Million)
      Fig.41 Rest of Latin America Contact Center Market, 2016 – 2026 (USD Million)
      Fig.42 The Middle-East and Africa Contact Center Market, 2016 – 2026 (USD Million)
      Fig.43 GCC Countries Contact Center Market, 2016 – 2026 (USD Million)
      Fig.44 South Africa Contact Center Market, 2016 – 2026 (USD Million)
      Fig.45 Rest of Middle-East Africa Contact Center Market, 2016 – 2026 (USD Million)
      Fig.46 Competitor Market Share – Revenue
      Fig.47 8x8 Inc. Revenue and Growth Rate
      Fig.48 8x8 Inc. Market Share
      Fig.49 ALE International Revenue and Growth Rate
      Fig.50 ALE International Market Share
      Fig.51 Cisco Systems, Inc. Revenue and Growth Rate
      Fig.52 Cisco Systems, Inc. Market Share
      Fig.53 Enghouse Systems Ltd. Revenue and Growth Rate
      Fig.54 Enghouse Systems Ltd. Market Share
      Fig.55 Five9 Inc. Revenue and Growth Rate
      Fig.56 Five9 Inc. Market Share
      Fig.57 Genesys Revenue and Growth Rate
      Fig.58 Genesys Market Share
      Fig.59 Mitel Networks Corp Revenue and Growth Rate
      Fig.60 Mitel Networks Corp Market Share
      Fig.61 NEC Corp. Revenue and Growth Rate
      Fig.62 NEC Corp. Market Share
      Fig.63 Teleperformance Revenue and Growth Rate
      Fig.64 Teleperformance Market Share
      Fig.65 Alorica Revenue and Growth Rate
      Fig.66 Alorica Market Share
      Fig.67 Atento S.A Revenue and Growth Rate
      Fig.68 Atento S.A Market Share
      Fig.69 Sykes Enterprises Revenue and Growth Rate
      Fig.70 Sykes Enterprises Market Share
      Fig.71 Arvato Revenue and Growth Rate
      Fig.72 Arvato Market Share
      Fig.73 Serco Group Revenue and Growth Rate
      Fig.74 Serco Group Market Share
      Fig.75 Acticall (Sitel) Revenue and Growth Rate
      Fig.76 Acticall (Sitel) Market Share
      Fig.77 Transcom Revenue and Growth Rate
      Fig.78 Transcom Market Share
      Fig.79 TeleTech Revenue and Growth Rate
      Fig.80 TeleTech Market Share
      Fig.81 Concentrix (SYNNEX) Revenue and Growth Rate
      Fig.82 Concentrix (SYNNEX) Market Share
      Fig.83 HKT Teleservices Revenue and Growth Rate
      Fig.84 HKT Teleservices Market Share
      Fig.85 Comdata Group Revenue and Growth Rate
      Fig.86 Comdata Group Market Share
      Fig.87 Aspect Software Inc Revenue and Growth Rate
      Fig.88 Aspect Software Inc Market Share
      Fig.89 IBM Revenue and Growth Rate
      Fig.90 IBM Market Share
      Fig.91 SAP Revenue and Growth Rate
      Fig.92 SAP Market Share
      Fig.93 Market Dynamics
      Fig.94 Global Contact Center – Value Chain Analysis
      Fig.95 Key Mandates and Regulations
      Fig.96 Technology Roadmap and Timeline
      Fig.97 Market Attractiveness Analysis – By Type
      Fig.98 Market Attractiveness Analysis – By Deployment
      Fig.99 Market Attractiveness Analysis – By Application
      Fig.100 Market Attractiveness Analysis – By Region
      Fig.101 Contact Center Industrial Chain Analysis
      Fig.102 Market Channels
      Fig.103 Marketing Channel Development Trend
      Fig.104 Growth in World Gross Product, 2008-2018

      List of Tables

      Table 1 Global Contact Center Market, 2019 & 2026 (USD Million)
      Table 2 Global Contact Center Market, by Type, 2016 – 2026 (USD Million)
      Table 3 Global Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 4 Global Contact Center Market, by Application, 2016 – 2026 (USD Million)
      Table 5 Global Contact Center Market, by Region, 2016 – 2026 (USD Million)
      Table 6 North America Contact Center Market, by Country, 2016 – 2026 (USD Million)
      Table 7 North America Contact Center Market, by Type, 2016 – 2026 (USD Million)
      Table 8 North America Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 9 North America Contact Center Market, by Application, 2016 – 2026 (USD Million)
      Table 10 Europe Contact Center Market, by Country, 2016 – 2026 (USD Million)
      Table 11 Europe Contact Center Market, by Type, 2016 – 2026 (USD Million)
      Table 12 Europe Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 13 Europe Contact Center Market, by Application, 2016 – 2026 (USD Million)
      Table 14 Asia Pacific Contact Center Market, by Country, 2016 – 2026 (USD Million)
      Table 15 Asia Pacific Contact Center Market, by Type, 2016 – 2026 (USD Million)
      Table 16 Asia Pacific Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 17 Asia Pacific Contact Center Market, by Application, 2016 – 2026 (USD Million)
      Table 18 Latin America Contact Center Market, by Country, 2016 – 2026 (USD Million)
      Table 19 Latin America Contact Center Market, by Type, 2016 – 2026 (USD Million)
      Table 20 Latin America Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 21 Latin America Contact Center Market, by Application, 2016 – 2026 (USD Million)
      Table 22 The Middle-East and Africa Contact Center Market, by Country, 2016 – 2026 (USD Million)
      Table 23 The Middle-East and Africa Contact Center Market, by Type, 2016 – 2026 (USD Million)
      Table 24 The Middle-East and Africa Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 25 The Middle-East and Africa Contact Center Market, by Application, 2016 – 2026 (USD Million)
      Table 26 Global Contact Center Market - Company Revenue Analysis, 2016 – 2019 (USD Million)
      Table 27 Global Contact Center Market - Company Revenue Share Analysis, 2016 – 2019 (%)
      Table 28 Acquisitions and Mergers
      Table 29 Market Drivers – Impact Analysis
      Table 30 Market Restraints
      Table 31 Market Opportunities
      Table 32 Major Buyers of Contact Center
      Table 33 Distributors/Traders of Contact Center by Region

Key Insights from Primary Research        

  • As per our primary respondents, the global contact center market is set to grow annually at a rate of around 15.2%
  • It was established through primary research that the global contact center market was valued at around USD 20161.96 Million in 2019.
  • North America held the largest market share in 2019 and valued at USD 7,378.1 Million. It is due to is due to the presence of a huge number of contact center software vendors in United States, and Canada.
  • On basis of type segment, ‘voice-based’ dominated the global contact center market in 2019 and valued at around USD 9,652.6 Million. The segment is expected to grow at a CAGR of 14.9%. The ‘social based’ type is expected to grow at a fastest rate over the projected years.
  • Based on deployment, the global contact center market was led by cloud-based solutions in 2019 and valued at around at USD 9,990.0 Million. This segment is expected to register at a CAGR rate of 18.3%
  • Based on application, the ‘BFSI’ dominated the global contact center market in 2019 and valued at around at USD 6,859.0 Million.

Key Recommendations from Analysts

  • As per our analysts, the global contact center market is expected to grow significantly over the forecast period.
  • As per analysts, the rising health concerns and increase in aesthetic treatments and chronic illnesses is driving the growth of the market.
  • As per our analysts, the outbreak of COVID-19 pandemic led the demand for contact center.
  • The strategic and competitive advantage provided by the e-commerce is estimated to drive this market globally.
  • Our team of analysts has identified, that Asia Pacific is projected to be the fastest growing market in the coming years, owing to the number of favorable government initiatives to promote business process automation and adoption of cloud-based solutions.

Industry Major Market Players

  •  8x8 Inc.
  •  ALE International
  •  Cisco Systems Inc.
  •  Enghouse Systems Ltd.
  •  Five9 Inc.
  •  Genesys
  •  Mitel Networks Corp
  •  NEC Corp.
  •  Teleperformance
  •  Alorica
  •  Atento S.A
  •  Sykes Enterprises
  •  Arvato
  •  Serco Group
  •  Acticall (Sitel)
  •  Transcom
  •  TeleTech
  •  Concentrix (SYNNEX)
  •  HKT Teleservices
  •  Comdata Group
  •  Aspect Software Inc
  •  IBM
  •  SAP

Frequently Asked Questions

Strict enforcement of laws by government authorities mandating Contact Center Market.
According to Facts and Factors research report, the global Contact Center Market accrued earnings worth approximately XX (USD Billion) in 2020 and is predicted to gain revenue of about XX(USD Billion) by 2028, is set to record a CAGR of nearly XX% over the period from 2021 to 2028.
North America will contribute lucratively towards the global market value over the estimated timeline. The regional market surge is subject to large-scale presence of giant participants in countries such as the U.S. Apart from this, favorable compensation policies along with high acceptance of new Contact Center Market will drive regional market trends. With regional governments enforcing strict laws pertaining to drug abuse, the market for Contact Center Market in North America is set to witness exponential growth over years to come. Legalization of cannabis in countries such as Canada and U.S. through passing of acts in parliament is likely to enlarge scope of Contact Center Market in North America over coming decade.
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