Global Contact Center Market 2015-2019

November 11, 2015
Segmentation of 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.

Market outlook of contact centers

Technavio’s market research analysts predict a CAGR of over 10% for the global contact center market until 2019. Presently, the market can be categorized into two main segments; on-premises and hosted/cloud. 

There is increased adoption of cloud/hosted contact centers among companies because their customers are increasingly demanding a fast and responsive service. Some cloud vendors support hybrid environments to allow their company clients to keep some applications and infrastructure on site and to have some on the cloud.

Due to an increase in the number of contracts, the demand for contact center outsourcing is expected to increase at rapid rate, especially in EMEA and APAC.      

Segmentation of the global contact center market:

Source: Technavio, 2015

How are contact centers beneficial to enterprises?

The global economy is becoming customer-centric, hence the delivery of fast, reliable, and efficient services has become important to retain the loyalty of existing customers and acquire new ones. Every business is focused on the quality of service they deliver as they see it as a way to gain a competitive advantage in the market.

Therefore, call center operators are procuring modern technologies to help deliver prompt and helpful services at lower costs. The inception of the cloud-based contact center service offerings have benefited organizations by the use of automated and immediate access to modern technology. The adoption of cloud technologies has significantly smoothened the operations of multichannel contact centers while lowering the capital expenditure. It is also helping companies focus on their core business and maximize their profits.

Market segmentation of the global contact center market by solutions

  • Inbound systems
  • IVR
  • QM
  • Analytics
  • WFM
  • Outbound systems

Geographical segmentation of the global contact center market

  • APAC
  • Americas
  • EMEA

In 2014, Americas held the majority share of the global contact center market. The US, Canada, and Latin America are the key regions for this market. The US holds held a major market share of about 50% in this period.

As per this market research report, Latin America’s share is predicted to grow further over the next four years. Especially, countries such as Brazil, Costa Rica, Guatemala, and Argentina will emerge as the key centers of this market. 

Leading vendors analyzed in this report

  • Alcatel-Lucent
  • Avaya
  • Cisco
  • Huawei

The other prominent vendors of this market include 3CLogic, 8x8, Aastra , Altitude Software, Aspect Software, Connect First, Convergys, CRMXchange, Enghouse Interactive, Five9, Fujitsu, Genesys, HP , IBM, Incontact, Interactive Intelligence, Mitel, NEC, Noble Systems, Oracle , Presence Technology, SAP, ShoreTel, Siemens, Syntellect, Teleopti, Toshiba , Unify, Verizon Communications, Vertical Networks, Vocalcom, and ZTE.

Key questions answered in the report

  • What are the key factors driving the global contact center market?
  • What are the key market trends impacting the growth of the global contact center market?
  • What are the various opportunities and threats faced by the vendors in the global contact center market?
  • Trending factors influencing the market shares for EMEA, APAC, and Americas?
  • Key outcome of the five forces analysis on the global contact center market?
  • Growth forecast of the global contact center market until 2019?

Technavio also offers customization on reports based on specific client requirement.

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