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2020-2025 Global Contact Center Market Report - Production and Consumption Professional Analysis (Impact of COVID-19)

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Published on 03/04/2021| Code: MAR41115D| Category: Utilities| Total Pages: 106

A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise’s overall customer relationship management (CRM).

This report elaborates the market size, market characteristics, and market growth of the Contact Center industry, and breaks down according to the type, application, and consumption area of Contact Center. The report also conducted a PESTEL analysis of the industry to study the main influencing factors and entry barriers of the industry.

In Chapter 3.4 of the report, the impact of the COVID-19 outbreak on the industry was fully assessed. Fully risk assessment and industry recommendations were made for Contact Center in a special period. This chapter also compares the markets of Pre COVID-19 and Post COVID-19.

In addition, chapters 8-12 consider the impact of COVID-19 on the regional economy.

Key players in the global Contact Center market covered in Chapter 13:

Teleperformance
UST Global
Genesys
Cisco Systems
Allied Global
HKT Teleservices
Elephant Group
Concentrix (SYNNEX)
Grupo Konecta
Alorica
GuateCal
Aspect
Island Outsourcers
Aegis
Serco Group
Arvato
Atento S.A
Comdata Group
Qualfon
Transcom
Upcom
Sykes Enterprises
TeleTech
Nearshore Call Center
Convergys
Acticall (Sitel)

In Chapter 6, on the basis of types, the Contact Center market from 2015 to 2025 is primarily split into:

Voice-based
Text-based
Social Media-based

In Chapter 7, on the basis of applications, the Contact Center market from 2015 to 2025 covers:

Telecommunication
BFSI
Government and Public Sector
Healthcare and Life Sciences
Retail and Consumer Goods
Others

Geographically, the detailed analysis of production, trade of the following countries is covered in Chapter 4.2, 5:

United States

Europe

China

Japan

India

Geographically, the detailed analysis of consumption, revenue, market share and growth rate of the following regions are covered in Chapter 8, 9, 10, 11, 12:

North America (Covered in Chapter 8)

United States

Canada

Mexico

Europe (Covered in Chapter 9)

Germany

UK

France

Italy

Spain

Others

Asia-Pacific (Covered in Chapter 10)

China

Japan

India

South Korea

Southeast Asia

Others

Middle East and Africa (Covered in Chapter 11)

Saudi Arabia

UAE

South Africa

Others

South America (Covered in Chapter 12)

Brazil

Others

Years considered for this report:

Historical Years: 2015-2019

Base Year: 2019

Estimated Year: 2020

Forecast Period: 2020-2025

Table of Content

1 Contact Center Market - Research Scope

1.1 Study Goals

1.2 Market Definition and Scope

1.3 Key Market Segments

1.4 Study and Forecasting Years

2 Contact Center Market - Research Methodology

2.1 Methodology

2.2 Research Data Source

2.2.1 Secondary Data

2.2.2 Primary Data

2.2.3 Market Size Estimation

2.2.4 Legal Disclaimer

3 Contact Center Market Forces

3.1 Global Contact Center Market Size

3.2 Top Impacting Factors (PESTEL Analysis)

3.2.1 Political Factors

3.2.2 Economic Factors

3.2.3 Social Factors

3.2.4 Technological Factors

3.2.5 Environmental Factors

3.2.6 Legal Factors

3.3 Industry Trend Analysis

3.4 Industry Trends Under COVID-19

3.4.1 Risk Assessment on COVID-19

3.4.2 Assessment of the Overall Impact of COVID-19 on the Industry

3.4.3 Pre COVID-19 and Post COVID-19 Market Scenario

3.5 Industry Risk Assessment

4 Contact Center Market - By Geography

4.1 Global Contact Center Market Value and Market Share by Regions

4.1.1 Global Contact Center Value ($) by Region (2015-2020)

4.1.2 Global Contact Center Value Market Share by Regions (2015-2020)

4.2 Global Contact Center Market Production and Market Share by Major Countries

4.2.1 Global Contact Center Production by Major Countries (2015-2020)

4.2.2 Global Contact Center Production Market Share by Major Countries (2015-2020)

4.3 Global Contact Center Market Consumption and Market Share by Regions

4.3.1 Global Contact Center Consumption by Regions (2015-2020)

4.3.2 Global Contact Center Consumption Market Share by Regions (2015-2020)

5 Contact Center Market - By Trade Statistics

5.1 Global Contact Center Export and Import

5.2 United States Contact Center Export and Import (2015-2020)

5.3 Europe Contact Center Export and Import (2015-2020)

5.4 China Contact Center Export and Import (2015-2020)

5.5 Japan Contact Center Export and Import (2015-2020)

5.6 India Contact Center Export and Import (2015-2020)

5.7 ...

6 Contact Center Market - By Type

6.1 Global Contact Center Production and Market Share by Types (2015-2020)

6.1.1 Global Contact Center Production by Types (2015-2020)

6.1.2 Global Contact Center Production Market Share by Types (2015-2020)

6.2 Global Contact Center Value and Market Share by Types (2015-2020)

6.2.1 Global Contact Center Value by Types (2015-2020)

6.2.2 Global Contact Center Value Market Share by Types (2015-2020)

6.3 Global Contact Center Production, Price and Growth Rate of Voice-based (2015-2020)
6.4 Global Contact Center Production, Price and Growth Rate of Text-based (2015-2020)
6.5 Global Contact Center Production, Price and Growth Rate of Social Media-based (2015-2020)

7 Contact Center Market - By Application

7.1 Global Contact Center Consumption and Market Share by Applications (2015-2020)

7.1.1 Global Contact Center Consumption by Applications (2015-2020)

7.1.2 Global Contact Center Consumption Market Share by Applications (2015-2020)

7.2 Global Contact Center Consumption and Growth Rate of Telecommunication (2015-2020)
7.3 Global Contact Center Consumption and Growth Rate of BFSI (2015-2020)
7.4 Global Contact Center Consumption and Growth Rate of Government and Public Sector (2015-2020)
7.5 Global Contact Center Consumption and Growth Rate of Healthcare and Life Sciences (2015-2020)
7.6 Global Contact Center Consumption and Growth Rate of Retail and Consumer Goods (2015-2020)
7.7 Global Contact Center Consumption and Growth Rate of Others (2015-2020)

8 North America Contact Center Market

8.1 North America Contact Center Market Size

8.2 United States Contact Center Market Size

8.3 Canada Contact Center Market Size

8.4 Mexico Contact Center Market Size

8.5 The Influence of COVID-19 on North America Market

9 Europe Contact Center Market Analysis

9.1 Europe Contact Center Market Size

9.2 Germany Contact Center Market Size

9.3 United Kingdom Contact Center Market Size

9.4 France Contact Center Market Size

9.5 Italy Contact Center Market Size

9.6 Spain Contact Center Market Size

9.7 The Influence of COVID-19 on Europe Market

10 Asia-Pacific Contact Center Market Analysis

10.1 Asia-Pacific Contact Center Market Size

10.2 China Contact Center Market Size

10.3 Japan Contact Center Market Size

10.4 South Korea Contact Center Market Size

10.5 Southeast Asia Contact Center Market Size

10.6 India Contact Center Market Size

10.7 The Influence of COVID-19 on Asia Pacific Market

11 Middle East and Africa Contact Center Market Analysis

11.1 Middle East and Africa Contact Center Market Size

11.2 Saudi Arabia Contact Center Market Size

11.3 UAE Contact Center Market Size

11.4 South Africa Contact Center Market Size

11.5 The Influence of COVID-19 on Middle East and Africa Market

12 South America Contact Center Market Analysis

12.1 South America Contact Center Market Size

12.2 Brazil Contact Center Market Size

12.3 The Influence of COVID-19 on South America Market

13 Company Profiles

13.1 Teleperformance
13.1.1 Teleperformance Basic Information
13.1.2 Teleperformance Product Profiles, Application and Specification
13.1.3 Teleperformance Contact Center Market Performance (2015-2020)
13.2 UST Global
13.2.1 UST Global Basic Information
13.2.2 UST Global Product Profiles, Application and Specification
13.2.3 UST Global Contact Center Market Performance (2015-2020)
13.3 Genesys
13.3.1 Genesys Basic Information
13.3.2 Genesys Product Profiles, Application and Specification
13.3.3 Genesys Contact Center Market Performance (2015-2020)
13.4 Cisco Systems
13.4.1 Cisco Systems Basic Information
13.4.2 Cisco Systems Product Profiles, Application and Specification
13.4.3 Cisco Systems Contact Center Market Performance (2015-2020)
13.5 Allied Global
13.5.1 Allied Global Basic Information
13.5.2 Allied Global Product Profiles, Application and Specification
13.5.3 Allied Global Contact Center Market Performance (2015-2020)
13.6 HKT Teleservices
13.6.1 HKT Teleservices Basic Information
13.6.2 HKT Teleservices Product Profiles, Application and Specification
13.6.3 HKT Teleservices Contact Center Market Performance (2015-2020)
13.7 Elephant Group
13.7.1 Elephant Group Basic Information
13.7.2 Elephant Group Product Profiles, Application and Specification
13.7.3 Elephant Group Contact Center Market Performance (2015-2020)
13.8 Concentrix (SYNNEX)
13.8.1 Concentrix (SYNNEX) Basic Information
13.8.2 Concentrix (SYNNEX) Product Profiles, Application and Specification
13.8.3 Concentrix (SYNNEX) Contact Center Market Performance (2015-2020)
13.9 Grupo Konecta
13.9.1 Grupo Konecta Basic Information
13.9.2 Grupo Konecta Product Profiles, Application and Specification
13.9.3 Grupo Konecta Contact Center Market Performance (2015-2020)
13.10 Alorica
13.10.1 Alorica Basic Information
13.10.2 Alorica Product Profiles, Application and Specification
13.10.3 Alorica Contact Center Market Performance (2015-2020)
13.11 GuateCal
13.11.1 GuateCal Basic Information
13.11.2 GuateCal Product Profiles, Application and Specification
13.11.3 GuateCal Contact Center Market Performance (2015-2020)
13.12 Aspect
13.12.1 Aspect Basic Information
13.12.2 Aspect Product Profiles, Application and Specification
13.12.3 Aspect Contact Center Market Performance (2015-2020)
13.13 Island Outsourcers
13.13.1 Island Outsourcers Basic Information
13.13.2 Island Outsourcers Product Profiles, Application and Specification
13.13.3 Island Outsourcers Contact Center Market Performance (2015-2020)
13.14 Aegis
13.14.1 Aegis Basic Information
13.14.2 Aegis Product Profiles, Application and Specification
13.14.3 Aegis Contact Center Market Performance (2015-2020)
13.15 Serco Group
13.15.1 Serco Group Basic Information
13.15.2 Serco Group Product Profiles, Application and Specification
13.15.3 Serco Group Contact Center Market Performance (2015-2020)
13.16 Arvato
13.16.1 Arvato Basic Information
13.16.2 Arvato Product Profiles, Application and Specification
13.16.3 Arvato Contact Center Market Performance (2015-2020)
13.17 Atento S.A
13.17.1 Atento S.A Basic Information
13.17.2 Atento S.A Product Profiles, Application and Specification
13.17.3 Atento S.A Contact Center Market Performance (2015-2020)
13.18 Comdata Group
13.18.1 Comdata Group Basic Information
13.18.2 Comdata Group Product Profiles, Application and Specification
13.18.3 Comdata Group Contact Center Market Performance (2015-2020)
13.19 Qualfon
13.19.1 Qualfon Basic Information
13.19.2 Qualfon Product Profiles, Application and Specification
13.19.3 Qualfon Contact Center Market Performance (2015-2020)
13.20 Transcom
13.20.1 Transcom Basic Information
13.20.2 Transcom Product Profiles, Application and Specification
13.20.3 Transcom Contact Center Market Performance (2015-2020)
13.21 Upcom
13.21.1 Upcom Basic Information
13.21.2 Upcom Product Profiles, Application and Specification
13.21.3 Upcom Contact Center Market Performance (2015-2020)
13.22 Sykes Enterprises
13.22.1 Sykes Enterprises Basic Information
13.22.2 Sykes Enterprises Product Profiles, Application and Specification
13.22.3 Sykes Enterprises Contact Center Market Performance (2015-2020)
13.23 TeleTech
13.23.1 TeleTech Basic Information
13.23.2 TeleTech Product Profiles, Application and Specification
13.23.3 TeleTech Contact Center Market Performance (2015-2020)
13.24 Nearshore Call Center
13.24.1 Nearshore Call Center Basic Information
13.24.2 Nearshore Call Center Product Profiles, Application and Specification
13.24.3 Nearshore Call Center Contact Center Market Performance (2015-2020)
13.25 Convergys
13.25.1 Convergys Basic Information
13.25.2 Convergys Product Profiles, Application and Specification
13.25.3 Convergys Contact Center Market Performance (2015-2020)
13.26 Acticall (Sitel)
13.26.1 Acticall (Sitel) Basic Information
13.26.2 Acticall (Sitel) Product Profiles, Application and Specification
13.26.3 Acticall (Sitel) Contact Center Market Performance (2015-2020)

14 Market Forecast - By Regions

14.1 North America Contact Center Market Forecast (2020-2025)

14.2 Europe Contact Center Market Forecast (2020-2025)

14.3 Asia-Pacific Contact Center Market Forecast (2020-2025)

14.4 Middle East and Africa Contact Center Market Forecast (2020-2025)

14.5 South America Contact Center Market Forecast (2020-2025)

15 Market Forecast - By Type and Applications

15.1 Global Contact Center Market Forecast by Types (2020-2025)

15.1.1 Global Contact Center Market Forecast Production and Market Share by Types (2020-2025)

15.1.2 Global Contact Center Market Forecast Value and Market Share by Types (2020-2025)

15.2 Global Contact Center Market Forecast by Applications (2020-2025)

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