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DATE
JUL 2020
TABLES
54
PAGES
219
EDITION
18
PRICE
USD $5600
It Pays to Understand the Dynamics of Competition in Your Business Ecosystem.
Who Are Your Competitors in the Call Centers Market?
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| I. INTRODUCTION, METHODOLOGY & REPORT SCOPE |
| II. EXECUTIVE SUMMARY |
| 1. MARKET OVERVIEW |
| Call Centers: A Quick Primer |
| Recent Market Activity |
| Call Centers Tap Technology to Improve Operational Efficiency & Service Quality |
| Addressing the Evolving Customer Experience |
| Digital Transformation - Playing an Important Role |
| Outlook |
| Developing Markets Drive Growth |
| Outsourced Call Center Services Market |
| Despite Outsourcing Wave, In-House Call Centers Continue to Remain Dominant |
| Offshore Call Centers: The Key Growth Vertical for Developing World |
| A Brief Sketch of Major Offshore Destinations for Call Centers |
| Onshore Call Centers - Still in the Reckoning |
| Wave of Re-Shoring & Nearshoring Strategies |
| Right Shoring Gains Traction in Call Center Operations |
| Mass Market Call Centers Outnumber B2B Call Centers |
| Multiple Outsourced Call Centers: Order of the Day |
| Competition |
| Leading Players |
| Startups Spur Innovation in Call Center Industry |
| Spurt in Mobile Telephony: The Key Driver of Industry Transformation Seen Over the Last Two Decades |
| Global Competitor Market Shares |
| Call Centers Competitor Market Share Scenario Worldwide (in %): 2018 & 2029 |
| Impact of Covid-19 and a Looming Global Recession |
| 2. FOCUS ON SELECT PLAYERS |
| [24]7 Inc. (USA) |
| Alliance Data Systems, Inc. (USA) |
| Alorica, Inc. (USA) |
| Atento (Luxembourg) |
| ATOS S.A. (France) |
| BT Communications (Ireland) Limited (Ireland) |
| Capita Customer Management Limited (UK) |
| Concentrix (USA) |
| Convergys Corp. (USA) |
| Entel Call Center (Chile) |
| EXL Service Holdings, Inc. (USA) |
| Genpact Limited (Bermuda) |
| HCL BPO Services NI Ltd (Ireland) |
| IBEX Global (USA) |
| IBM Global Process Services Pvt. Ltd (India) |
| Plusoft Informatica Ltda (Brazil) |
| Sitel (USA) |
| Sykes Enterprises, Inc. (USA) |
| Tata Consultancy Services Limited (India) |
| Teleperformance SE (France) |
| TTEC Holdings, Inc. (USA) |
| West Corporation (USA) |
| Wipro Ltd (India) |
| 3. MARKET TRENDS & DRIVERS |
| Cloud Communications Continue to Reshape Call Centers market |
| OmniChannel Strategy Offers Holistic Support |
| Unified Communications Simplify Customer Engagement |
| Artificial Intelligence Enhances Call Center Productivity |
| Industry Displays Increasing Reliance on IVR |
| Integration of Social Media with Call Center Operations Opens New Possibilities |
| Opportunity Indicators |
| Sustained Increase in Importance of Self-Service |
| Focus Grows on Improved Contact Center Analytics |
| Integrating CRM with Big Data Analytics Brings in Significant Benefits |
| Companies Target Multi-Skilled Employees |
| Increase in Remote Contact Center Agents |
| Building Meaningful Collaboration among Agents and the Way they Work |
| Multi-Language Contact Centers - A Key Trend |
| From Cost Centers to Profit Centers - Call Centers Go Beyond Service & Support Functions to Adopt Sales & Marketing Capabilities |
| Virtual Agents Model Emerges as a New Profitable Approach |
| Hosted or Virtual Call Centers on the Rise |
| Improving 'Customer Experience' Turns into Core Area for Call Centers |
| KPIs and Metrics Take Center Stage |
| Call Centers Embrace IP for Better Efficiency |
| CRM: A Shot in the Arm for Call Centers |
| Call Center Applications Diversify to Include Mobile Apps |
| Video Emerges as a New Channel for Call Centers |
| Voice/Speech Based Technologies Empower Call Center Training & Operations |
| Workforce Management Solutions to the Fore |
| Evolving Database Technologies and Management Strategies Guide Call Centers to Reach New Avenues |
| Customer Support & Sales Force Automation Dominate Software Applications |
| Multi-Site Call Routing Solutions: Popular with Large Global Firms |
| Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems |
| Key Issues |
| Growing Digital Engagement Drags Down Voice Based Customer Interactions |
| Simplifying Complexities in Call Center Processes: A Key Area of Focus |
| Call Centers & the Regulatory Environment |
| 4. GLOBAL MARKET PERSPECTIVE |
| Call Centers Global Market Estimates and Forecasts in US$ Million by Region/Country: 2018-2025 |
| Call Centers Global Retrospective Market Scenario in US$ Million by Region/Country: 2009-2017 |
| Call Centers Market Share Shift across Key Geographies Worldwide: 2009 VS 2019 VS 2025 |
| In-House (Type) World Market by Region/Country in US$ Million: 2018 to 2025 |
| In-House (Type) Historic Market Analysis by Region/Country in US$ Million: 2009 to 2017 |
| In-House (Type) Market Share Breakdown of Worldwide Sales by Region/Country: 2009 VS 2019 VS 2025 |
| Outsourced (Type) Potential Growth Markets Worldwide in US$ Million: 2018 to 2025 |
| Outsourced (Type) Historic Market Perspective by Region/Country in US$ Million: 2009 to 2017 |
| Outsourced (Type) Market Sales Breakdown by Region/Country in Percentage: 2009 VS 2019 VS 2025 |
| III. MARKET ANALYSIS |
| GEOGRAPHIC MARKET ANALYSIS |
| United States |
| Market Facts & Figures |
| US Call Centers Market Share (in %) by Company: 2018 & 2025 |
| United States Call Centers Market Estimates and Projections in US$ Million by Type: 2018 to 2025 |
| Call Centers Market in the United States by Type: A Historic Review in US$ Million for 2009-2017 |
| United States Call Centers Market Share Breakdown by Type: 2009 VS 2019 VS 2025 |
| Canada |
| Canadian Call Centers Market Estimates and Forecasts in US$ Million by Type: 2018 to 2025 |
| Canadian Call Centers Historic Market Review by Type in US$ Million: 2009-2017 |
| Call Centers Market in Canada: Percentage Share Breakdown of Sales by Type for 2009, 2019, and 2025 |
| Japan |
| Japanese Market for Call Centers: Annual Sales Estimates and Projections in US$ Million by Type for the Period 2018-2025 |
| Call Centers Market in Japan: Historic Sales Analysis in US$ Million by Type for the Period 2009-2017 |
| Japanese Call Centers Market Share Analysis by Type: 2009 VS 2019 VS 2025 |
| China |
| Chinese Call Centers Market Growth Prospects in US$ Million by Type for the Period 2018-2025 |
| Call Centers Historic Market Analysis in China in US$ Million by Type: 2009-2017 |
| Chinese Call Centers Market by Type: Percentage Breakdown of Sales for 2009, 2019, and 2025 |
| Europe |
| Market Facts & Figures |
| European Call Centers Market: Competitor Market Share Scenario (in %) for 2018 & 2025 |
| European Call Centers Market Demand Scenario in US$ Million by Region/Country: 2018-2025 |
| Call Centers Market in Europe: A Historic Market Perspective in US$ Million by Region/Country for the Period 2009-2017 |
| European Call Centers Market Share Shift by Region/Country: 2009 VS 2019 VS 2025 |
| European Call Centers Market Estimates and Forecasts in US$ Million by Type: 2018-2025 |
| Call Centers Market in Europe in US$ Million by Type: A Historic Review for the Period 2009-2017 |
| European Call Centers Market Share Breakdown by Type: 2009 VS 2019 VS 2025 |
| France |
| Call Centers Market in France by Type: Estimates and Projections in US$ Million for the Period 2018-2025 |
| French Call Centers Historic Market Scenario in US$ Million by Type: 2009-2017 |
| French Call Centers Market Share Analysis by Type: 2009 VS 2019 VS 2025 |
| Germany |
| Call Centers Market in Germany: Recent Past, Current and Future Analysis in US$ Million by Type for the Period 2018-2025 |
| German Call Centers Historic Market Analysis in US$ Million by Type: 2009-2017 |
| German Call Centers Market Share Breakdown by Type: 2009 VS 2019 VS 2025 |
| Italy |
| Italian Call Centers Market Growth Prospects in US$ Million by Type for the Period 2018-2025 |
| Call Centers Historic Market Analysis in Italy in US$ Million by Type: 2009-2017 |
| Italian Call Centers Market by Type: Percentage Breakdown of Sales for 2009, 2019, and 2025 |
| United Kingdom |
| United Kingdom Market for Call Centers: Annual Sales Estimates and Projections in US$ Million by Type for the Period 2018-2025 |
| Call Centers Market in the United Kingdom: Historic Sales Analysis in US$ Million by Type for the Period 2009-2017 |
| United Kingdom Call Centers Market Share Analysis by Type: 2009 VS 2019 VS 2025 |
| Rest of Europe |
| Rest of Europe Call Centers Market Estimates and Forecasts in US$ Million by Type: 2018-2025 |
| Call Centers Market in Rest of Europe in US$ Million by Type: A Historic Review for the Period 2009-2017 |
| Rest of Europe Call Centers Market Share Breakdown by Type: 2009 VS 2019 VS 2025 |
| Asia-Pacific |
| Call Centers Market in Asia-Pacific by Type: Estimates and Projections in US$ Million for the Period 2018-2025 |
| Asia-Pacific Call Centers Historic Market Scenario in US$ Million by Type: 2009-2017 |
| Asia-Pacific Call Centers Market Share Analysis by Type: 2009 VS 2019 VS 2025 |
| Rest of World |
| Rest of World Call Centers Market Estimates and Forecasts in US$ Million by Type: 2018 to 2025 |
| Rest of World Call Centers Historic Market Review by Type in US$ Million: 2009-2017 |
| Call Centers Market in Rest of World: Percentage Share Breakdown of Sales by Type for 2009, 2019, and 2025 |
| IV. COMPETITION |
| Total Companies Profiled : 135 Click here to request a full table of contents and more details on this project. |
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