Business enterprises worldwide have become increasingly dependent on various technologies (including Internet technologies) to run their business and drive revenue growth. This trend is expected to intensify further. This means that the role of IT has become vital and directly contributes to an organization’s agenda. 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 inhouse 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.

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