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Contact centers act as a central point in an enterprise from where all customer contacts are managed. They play a prominent role within an enterprise's broad customer management strategies.
Scope of the Report:
This report studies the Contact Center Outsourcing market status and outlook of Global and major regions, from angles of players, countries, product types and end industries; this report analyzes the top players in global market, and splits the Contact Center Outsourcing market by product type and applications/end industries.
Currently, contact centers are adopting new technologies to perform multichannel operations. This results in better customer experience and enables customer expectations to be met with advanced level of interaction.
The global Contact Center Outsourcing market is valued at xx million USD in 2017 and is expected to reach xx million USD by the end of 2023, growing at a CAGR of xx% between 2017 and 2023.
The Asia-Pacific will occupy for more market share in following years, especially in China, also fast growing India and Southeast Asia regions.
North America, especially The United States, will still play an important role which cannot be ignored. Any changes from United States might affect the development trend of Contact Center Outsourcing.
Europe also play important roles in global market, with market size of xx million USD in 2017 and will be xx million USD in 2023, with a CAGR of xx%.
Market Segment by Companies, this report covers
IBM
HP
Sitel
Teleperformance
Xerox Corporation
CGS Inc
HGS
Datamark, Inc
Infinit Contact
Five9
VADS
Alorica
Invensis
Transcosmos
Market Segment by Regions, regional analysis covers
North America (United States, Canada and Mexico)
Europe (Germany, France, UK, Russia and Italy)
Asia-Pacific (China, Japan, Korea, India and Southeast Asia)
South America (Brazil, Argentina, Colombia)
Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa)
Market Segment by Type, covers
Email Support
Chat Support
Voice Over IP (VoIP)
Website Support
Others
Market Segment by Applications, can be divided into
BFSI
Retail
Government
IT & Telecommunication
Defense Aerospace & Intelligence
Manufacturing
Others
The base year for the study has been considered 2019, historic year 2014 and 2018, the forecast period considered is from 2020 to 2027. The regions analyzed for the market include North America, Europe, South America, Asia Pacific, and Middle East and Africa. These regions are further analyzed at the country-level. The study also includes attractiveness analysis of type, application and regions which are benchmarked based on their market size, growth rate and attractiveness in terms of present and future opportunity for understanding the future growth of the market.
Market is segmented on the basis:
The report offers in-depth analysis of driving factors, opportunities, restraints, and challenges for gaining the key insight of the market. The report emphasizes on all the key trends that play a vital role in the enlargement of the market from 2019 to 2026.
The report provides company profile of the key players operating in the market and a comparative analysis based on their business overviews industry offering, segment market share, regional presence, business strategies, innovations, mergers & acquisitions, recent developments, joint venture, collaborations, partnerships, SWOT analysis, and key financial information.
Table of Contents
1 Contact Center Outsourcing Market Overview
1.1 Product Overview and Scope of Contact Center Outsourcing
1.2 Classification of Contact Center Outsourcing by Types
1.2.1 Global Contact Center Outsourcing Revenue Comparison by Types (2017-2023)
1.2.2 Global Contact Center Outsourcing Revenue Market Share by Types in 2017
1.2.3 Email Support
1.2.4 Chat Support
1.2.5 Voice Over IP (VoIP)
1.2.6 Website Support
1.2.7 Others
1.3 Global Contact Center Outsourcing Market by Application
1.3.1 Global Contact Center Outsourcing Market Size and Market Share Comparison by Applications (2013-2023)
1.3.2 BFSI
1.3.3 Retail
1.3.4 Government
1.3.5 IT & Telecommunication
1.3.6 Defense Aerospace & Intelligence
1.3.7 Manufacturing
1.3.8 Others
1.4 Global Contact Center Outsourcing Market by Regions
1.4.1 Global Contact Center Outsourcing Market Size (Million USD) Comparison by Regions (2013-2023)
1.4.1 North America (USA, Canada and Mexico) Contact Center Outsourcing Status and Prospect (2013-2023)
1.4.2 Europe (Germany, France, UK, Russia and Italy) Contact Center Outsourcing Status and Prospect (2013-2023)
1.4.3 Asia-Pacific (China, Japan, Korea, India and Southeast Asia) Contact Center Outsourcing Status and Prospect (2013-2023)
1.4.4 South America (Brazil, Argentina, Colombia) Contact Center Outsourcing Status and Prospect (2013-2023)
1.4.5 Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa) Contact Center Outsourcing Status and Prospect (2013-2023)
1.5 Global Market Size of Contact Center Outsourcing (2013-2023)
2 Manufacturers Profiles
2.1 IBM
2.1.1 Business Overview
2.1.2 Contact Center Outsourcing Type and Applications
2.1.2.1 Product A
2.1.2.2 Product B
2.1.3 IBM Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.2 HP
2.2.1 Business Overview
2.2.2 Contact Center Outsourcing Type and Applications
2.2.2.1 Product A
2.2.2.2 Product B
2.2.3 HP Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.3 Sitel
2.3.1 Business Overview
2.3.2 Contact Center Outsourcing Type and Applications
2.3.2.1 Product A
2.3.2.2 Product B
2.3.3 Sitel Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.4 Teleperformance
2.4.1 Business Overview
2.4.2 Contact Center Outsourcing Type and Applications
2.4.2.1 Product A
2.4.2.2 Product B
2.4.3 Teleperformance Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.5 Xerox Corporation
2.5.1 Business Overview
2.5.2 Contact Center Outsourcing Type and Applications
2.5.2.1 Product A
2.5.2.2 Product B
2.5.3 Xerox Corporation Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.6 CGS Inc
2.6.1 Business Overview
2.6.2 Contact Center Outsourcing Type and Applications
2.6.2.1 Product A
2.6.2.2 Product B
2.6.3 CGS Inc Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.7 HGS
2.7.1 Business Overview
2.7.2 Contact Center Outsourcing Type and Applications
2.7.2.1 Product A
2.7.2.2 Product B
2.7.3 HGS Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.8 Datamark, Inc
2.8.1 Business Overview
2.8.2 Contact Center Outsourcing Type and Applications
2.8.2.1 Product A
2.8.2.2 Product B
2.8.3 Datamark, Inc Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.9 Infinit Contact
2.9.1 Business Overview
2.9.2 Contact Center Outsourcing Type and Applications
2.9.2.1 Product A
2.9.2.2 Product B
2.9.3 Infinit Contact Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.10 Five9
2.10.1 Business Overview
2.10.2 Contact Center Outsourcing Type and Applications
2.10.2.1 Product A
2.10.2.2 Product B
2.10.3 Five9 Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.11 VADS
2.11.1 Business Overview
2.11.2 Contact Center Outsourcing Type and Applications
2.11.2.1 Product A
2.11.2.2 Product B
2.11.3 VADS Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.12 Alorica
2.12.1 Business Overview
2.12.2 Contact Center Outsourcing Type and Applications
2.12.2.1 Product A
2.12.2.2 Product B
2.12.3 Alorica Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.13 Invensis
2.13.1 Business Overview
2.13.2 Contact Center Outsourcing Type and Applications
2.13.2.1 Product A
2.13.2.2 Product B
2.13.3 Invensis Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
2.14 Transcosmos
2.14.1 Business Overview
2.14.2 Contact Center Outsourcing Type and Applications
2.14.2.1 Product A
2.14.2.2 Product B
2.14.3 Transcosmos Contact Center Outsourcing Revenue, Gross Margin and Market Share (2016-2017)
3 Global Contact Center Outsourcing Market Competition, by Players
3.1 Global Contact Center Outsourcing Revenue and Share by Players (2013-2018)
3.2 Market Concentration Rate
3.2.1 Top 5 Contact Center Outsourcing Players Market Share
3.2.2 Top 10 Contact Center Outsourcing Players Market Share
3.3 Market Competition Trend
4 Global Contact Center Outsourcing Market Size by Regions
4.1 Global Contact Center Outsourcing Revenue and Market Share by Regions
4.2 North America Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
4.3 Europe Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
4.4 Asia-Pacific Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
4.5 South America Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
4.6 Middle East and Africa Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
5 North America Contact Center Outsourcing Revenue by Countries
5.1 North America Contact Center Outsourcing Revenue by Countries (2013-2018)
5.2 USA Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
5.3 Canada Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
5.4 Mexico Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
6 Europe Contact Center Outsourcing Revenue by Countries
6.1 Europe Contact Center Outsourcing Revenue by Countries (2013-2018)
6.2 Germany Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
6.3 UK Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
6.4 France Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
6.5 Russia Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
6.6 Italy Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
7 Asia-Pacific Contact Center Outsourcing Revenue by Countries
7.1 Asia-Pacific Contact Center Outsourcing Revenue by Countries (2013-2018)
7.2 China Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
7.3 Japan Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
7.4 Korea Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
7.5 India Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
7.6 Southeast Asia Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
8 South America Contact Center Outsourcing Revenue by Countries
8.1 South America Contact Center Outsourcing Revenue by Countries (2013-2018)
8.2 Brazil Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
8.3 Argentina Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
8.4 Colombia Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
9 Middle East and Africa Revenue Contact Center Outsourcing by Countries
9.1 Middle East and Africa Contact Center Outsourcing Revenue by Countries (2013-2018)
9.2 Saudi Arabia Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
9.3 UAE Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
9.4 Egypt Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
9.5 Nigeria Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
9.6 South Africa Contact Center Outsourcing Revenue and Growth Rate (2013-2018)
10 Global Contact Center Outsourcing Market Segment by Type
10.1 Global Contact Center Outsourcing Revenue and Market Share by Type (2013-2018)
10.2 Global Contact Center Outsourcing Market Forecast by Type (2018-2023)
10.3 Email Support Revenue Growth Rate (2013-2023)
10.4 Chat Support Revenue Growth Rate (2013-2023)
10.5 Voice Over IP (VoIP) Revenue Growth Rate (2013-2023)
10.6 Website Support Revenue Growth Rate (2013-2023)
10.7 Others Revenue Growth Rate (2013-2023)
11 Global Contact Center Outsourcing Market Segment by Application
11.1 Global Contact Center Outsourcing Revenue Market Share by Application (2013-2018)
11.2 Contact Center Outsourcing Market Forecast by Application (2018-2023)
11.3 BFSI Revenue Growth (2013-2018)
11.4 Retail Revenue Growth (2013-2018)
11.5 Government Revenue Growth (2013-2018)
11.6 IT & Telecommunication Revenue Growth (2013-2018)
11.7 Defense Aerospace & Intelligence Revenue Growth (2013-2018)
11.8 Manufacturing Revenue Growth (2013-2018)
11.9 Others Revenue Growth (2013-2018)
12 Global Contact Center Outsourcing Market Size Forecast (2018-2023)
12.1 Global Contact Center Outsourcing Market Size Forecast (2018-2023)
12.2 Global Contact Center Outsourcing Market Forecast by Regions (2018-2023)
12.3 North America Contact Center Outsourcing Revenue Market Forecast (2018-2023)
12.4 Europe Contact Center Outsourcing Revenue Market Forecast (2018-2023)
12.5 Asia-Pacific Contact Center Outsourcing Revenue Market Forecast (2018-2023)
12.6 South America Contact Center Outsourcing Revenue Market Forecast (2018-2023)
12.7 Middle East and Africa Contact Center Outsourcing Revenue Market Forecast (2018-2023)
13 Research Findings and Conclusion
14 Appendix
14.1 Methodology
14.2 Data Source
List of Tables and Figures
Figure Contact Center Outsourcing Picture
Table Product Specifications of Contact Center Outsourcing
Table Global Contact Center Outsourcing and Revenue (Million USD) Marke
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