May 20, 2020   SOURCE: PR NewsWire

Global Call Centers Industry Assessment 2020-2025 - Cloud Communications Continue to Reshape the Sector

DUBLIN, May 20, 2020 /PRNewswire/ -- The "Call Centers - Global Market Trajectory & Analytics" report has been added to ResearchAndMarkets.com's offering.

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The Call Centers market worldwide is projected to grow by US$180.3 Billion, driven by a compounded growth of 6.6%.

In-House, one of the segments analyzed and sized in this study, displays the potential to grow at over 6.6%. The shifting dynamics supporting this growth makes it critical for businesses in this space to keep abreast of the changing pulse of the market. Poised to reach over US$381.3 Billion by the year 2025, In-House will bring in healthy gains adding significant momentum to global growth.

Representing the developed world, the United States will maintain a 7.6% growth momentum. Within Europe, which continues to remain an important element in the world economy, Germany will add over US$8.4 Billion to the region's size and clout in the next 5 to 6 years. Over US$8.4 Billion worth of projected demand in the region will come from Rest of Europe markets.

In Japan, In-House will reach a market size of US$28.2 Billion by the close of the analysis period. As the world's second largest economy and the new game changer in global markets, China exhibits the potential to grow at 6.4% over the next couple of years and add approximately US$31.3 Billion in terms of addressable opportunity for the picking by aspiring businesses and their astute leaders.

Presented in visually rich graphics are these and many more need-to-know quantitative data important in ensuring quality of strategy decisions, be it entry into new markets or allocation of resources within a portfolio. Several macroeconomic factors and internal market forces will shape growth and development of demand patterns in emerging countries in Asia-Pacific.

All research viewpoints presented are based on validated engagements from influencers in the market, whose opinions supersede all other research methodologies.

Key Topics Covered

I. INTRODUCTION, METHODOLOGY & REPORT SCOPE

II. EXECUTIVE SUMMARY

1. MARKET OVERVIEW

    --  Impact of COVID-19 and a Looming Global Recession
    --  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

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

III. MARKET ANALYSIS

IV. COMPETITION (Total Companies Profiled: 135)

For more information about this report visit https://www.researchandmarkets.com/r/mr781g

Research and Markets also offers Custom Research services providing focused, comprehensive and tailored research.


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