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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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