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Global Contact Center Market Projected to Reach USD 54,287.53 Million by 2026

16-Sep-2020 | Facts and Factors

Findings from Facts and Factors report “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” states that the global contact center market in 2019 was approximately USD 20161.96 Million. The market is expected to grow at a CAGR of 15.2% and is anticipated to reach around USD 54,287.53 Million by 2026.

The contact center is a centralized agency managed by a company to measure the performance of customer service representatives. It is used for handling communications with clients via different platforms, such as email, mobile, fax and lives chat online. These channels of communication allow interaction between different business divisions, creating value for customers and organizations.

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The rise in usage of contact center systems among various end-user verticals is significantly influencing the demand for contact center solutions in recent years. Moreover, the surge in the adoption of cloud computing contact center solutions among organizations is rapidly accelerating the demand for contact center solutions owing to increased flexibility and low maintenance costs. However, data privacy issues are expected to curb the growth of the global contact center market over the projected years. Furthermore, leveraging emerging technologies such as AI, analytics, and RPA by the vendors of the contact center market is anticipated to offer ample opportunity to the market players operating in the market during the forecast timeline.

Browse the full “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" report at https://www.fnfresearch.com/contact-center-market-by-type-voice-based-text-1316

On the basis of the type, the contact center market has been categorized into voice-based, text-based, social-based, and media-based. The voice-based type segment holds the largest market share among the others. On the basis of the deployment model, the market has been segmented into on-premise and cloud. The cloud-based solutions have accounted for the highest market share owing to its various advantages such as increased flexibility, streamlined integration, plenty of space for development. Based on application, the contact center market has been bifurcated into telecommunication, BFSI, government and public sectors, healthcare & life sciences, and retail & consumer goods, among others. BFSI is has accounted for the largest market share in 2019, and expected to grow at a faster rate over the forecast period.

North America region has accounted for the largest revenue share for the global contact center market in the year 2019. It is due to the presence of a huge number of contact center software vendors in the United States, and Canada. Moreover, the rise in the omnichannel approach for sales, paired with expanding the e-commerce industry in this region is driving the demand for contact centers. Asia Pacific region is expected to be the fastest-growing market in the next few years owing to the increasing number of favorable government initiatives for supporting the automation of business processes and adoption of cloud-based systems.

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, TeleTech, NEC Corp., Teleperformance, Acticall (Sitel), Alorica, Atento S.A, Sykes Enterprises, HKT Teleservices, Arvato, Serco Group, Transcom, Concentrix (SYNNEX), Comdata Group, Aspect Software Inc, IBM, and SAP, amongst others.

This report segments the global contact center market as follows:

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

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

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

  • Cloud-based
  • On-Premises

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

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

Global Contact Center Market: Regional Segmentation Analysis (Customizable)

  • North America
    • The U.S.
    • Canada
  • Europe
    • France
    • The UK
    • Spain
    • Germany
    • 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

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