The market research report segments the global contact center market by inbound systems, IVR, QM, analytics, WFM, and outbound systems. This research report presents the market size and year-on-year growth forecast for global contact centers until 2019. Market shares for APAC, Americas, and EMEA are also provided in the report. The leading vendors analyzed by this market include Alcatel-Lucent, Avaya, Cisco, and Huawei.
Technavio’s market research analysts estimate the global contact center market to grow at a CAGR of around 10% between 2015 and 2019. Increased size of customer databases in various industries such as manufacturing, telecommunication, BFSI, and retail, is expected to propel the growth of the global contact center market during the forecast period. The Americas dominates the global market for contact centers, accounting for around 60% of the overall market revenue. The US, Canada, and Latin America are the key regions in this market.
The new market research report from Technavio provides a breakdown and analysis of the contact center segments by technology.
“Of late, the market is witnessing considerable rise in the cloud-based contact centers, owing to greater demand for remote services among business processes. Cloud-based contact centers enable better management of contact center applications such as call routing and queuing, chat quality monitoring, data integration and recording, workforce optimization, and real-time decision making. Moreover, it works on a pay-as-you-use business model which helps organizations in delivery services at reduced expenses,” says Navin Rajendra, Lead Analyst, ICT, Technavio Research.
The inbound systems segment leads the contact center market in terms of solutions, occupying around 58% of the total market share. The inbound contact center is the most flexible, scalable, and comprehensive contact center, enabling easy communications with customers through emails, telephone calls, chat, and even social media. These inbound systems are preferred due to their proper resource utilization, optimal customer experience, and easy automatic call distribution routing for different lines of business.
The leading vendors in the global contact center market include Alcatel-Lucent, Avaya, Cisco, and Huawei. Intense competition prevails in this market owing to the cost pressures among the vendors. In recent years, the market has witnessed rapid transformation due to the proliferation of mobile devices, speech analytics, social media, and multichannel customer service options.
A more detailed analysis is available in the Technavio report, Global Contact Center Market 2015-2019.
We can customize reports by other regions and specific segments upon request.
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- Global Contact Center Market 2014-2018
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