About Contact Center
Contact centers have experienced an irretrievable evolution over the last decade. The faculty at a contact center is used to manage clients or customers. They also get in touch with customers via email, telephones, web chat, and social media. Consequently, over the past two decades, many business enterprises have established several contact centers to manage customer interactions. It could be an in-house team or outsourced to a third-party assistance. Such centers offer different services - such as support or help desk, customer service, and sales and marketing contact centers.
Technavio’s analysts forecast the global contact center market to grow at a CAGR of 10.64% during the period 2016-2020.
Covered in this report
The report covers the present scenario and the growth prospects of the global contact center market for 2016-2020. To calculate the market size, the report considers the revenue generated from the sales of contact center solutions and services.
The market is divided into the following segments based on geography:
• Americas
• APAC
• EMEA
Technavio's report, Global Contact Center Market 2016-2020, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.
Key vendors
• Avaya
• Cisco Systems
• Genesys
• Huawei Technologies
Other prominent vendors
• 3CLogic
• 8x8
• Aastra
• Altitude Software
• Aspect Software
• Connect First
• Convergys
• CRMXchange
• Five9
• Fujitsu
• HP
• IBM
• inContact
• Interactive Intelligence
• Mitel Networks
• NICE
• Noble Systems
• Oracle
• Presence Technology
• SAP
• ShoreTel
• Syntel
• Teleopti
• Unify
• Verint Systems
• Verizon Communications
• Vocalcom
Market driver
• Need to automate contact center operations
• For a full, detailed list, view our report
Market challenge
• System integration issues
• For a full, detailed list, view our report
Market trend
• Emergence of RPA
• For a full, detailed list, view our report
Key questions answered in this report
• What will the market size be in 2020 and what will the growth rate be?
• What are the key market trends?
• What is driving this market?
• What are the challenges to market growth?
• Who are the key vendors in this market space?
• What are the market opportunities and threats faced by the key vendors?
• What are the strengths and weaknesses of the key vendors?
You can request one free hour of our analyst’s time when you purchase this market report. Details are provided within the report.
PART 01: Executive summary
• Highlights
PART 02: Scope of the report
• Market overview
• Countries covered
• Top-vendor offerings
PART 03: Market research methodology
• Research methodology
• Economic indicators
PART 04: Introduction
• Key market highlights
PART 05: Market landscape
• Market overview
• Technology evolution in contact center
• Market size and forecast
• Five forces analysis
PART 06: Market segmentation by technology
• Global contact center market by technology
• Global inbound systems contact center market
• Global IVR contact center market
• Global analytics contact center market
• Global QM contact center market
• Global WFM contact center market
• Global outbound systems contact center market
PART 07: Market segmentation by IT deployment model
• Global contact center market by IT deployment model
• Global on-premises contact center market
• Global hosted contact center market
PART 08: Geographical segmentation
• Global contact center market by geography
• Americas
• EMEA
• APAC
PART 09: Market drivers
• Need to automate contact center operations
• Exponential increase in data generated by contact centers
• Digital transformation of contact centers
• Increased demand for CRM
PART 10: Impact of drivers
PART 11: Market challenges
• System integration issues
• Data privacy and security risks
• High attrition rate and shrinking IT budget
• Lack of domain expertise
PART 12: Impact of drivers and challenges
PART 13: Market trends
• Emergence of RPA
• Increased adoption of speech analytics
• Incorporation of voice biometrics
• Rise of CCaaS
• Evolution of UC in customer service
PART 14: Vendor landscape
• Competitive landscape
• Other prominent vendors
PART 15: Key vendor profile
• Avaya
• Cisco Systems
• Genesys
• Huawei Technologies
PART 16: Appendix
• List of abbreviations
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List of Exhibits
Exhibit 01: Global contact center market segmentation overview
Exhibit 02: Countries covered for market analysis
Exhibit 03: Product offerings
Exhibit 04: Details of contact center phases
Exhibit 05: Technology evolution in contact center
Exhibit 06: Global contact center market 2015-2020 ($ billions)
Exhibit 07: Five forces analysis
Exhibit 08: Global contact center market by technology 2015
Exhibit 09: Global inbound systems contact center market 2015-2020 ($ billions)
Exhibit 10: Global IVR contact center market 2015-2020 ($ billions)
Exhibit 11: Global analytics contact center market 2015-2020 ($ billions)
Exhibit 12: Global QM contact center market 2015-2020 ($ billions)
Exhibit 13: Global WFM contact center market 2015-2020 ($ billions)
Exhibit 14: Global Outbound systems contact center market 2015-2020 ($ billions)
Exhibit 15: Global contact center market by IT deployment model
Exhibit 16: Global on-premises contact center market 2015-2020 ($ billions)
Exhibit 17: Global Hosted contact center market 2015-2020 ($ billions)
Exhibit 18: Global contact center market by geography 2015
Exhibit 19: Contact center market in Americas 2015-2020 ($ billions)
Exhibit 20: Contact center market in EMEA 2015-2020 ($ billions)
Exhibit 21: Contact center market in APAC 2015-2020 ($ billions)
Exhibit 22: Impact of drivers
Exhibit 23: Impact of drivers and challenges
Exhibit 24: Other prominent vendors
Exhibit 25: Recent developments
Exhibit 26: Cisco: Recent developments
Exhibit 27: Genesys: Recent developments
Exhibit 28: Recent developments
