Market Analysis and Insights: Global Contact Center Market

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).

Due to the COVID-19 pandemic, the global Contact Center market size is estimated to be worth US$ 33680 million in 2022 and is forecast to a readjusted size of US$ 43570 million by 2029 with a CAGR of 3.7% during the forecast period 2023-2029. Fully considering the economic change by this health crisis, On-premise Type accounting for % of the Contact Center global market in 2022, is projected to value US$ million by 2029, growing at a revised % CAGR from 2023 to 2029. While Telecommunication segment is altered to an % CAGR throughout this forecast period.

The market for Contact Center is fragmented with players such as Teleperformance, Alorica, Convergys, Atento S.A, Sykes Enterprises, Arvato, Serco Group, Acticall (Sitel), Transcom, TeleTech, Concentrix (SYNNEX), HKT Teleservices and Comdata Group, etc.

Global Contact Center Scope and Market Size

The global Contact Center market is segmented by company, region (country), by Type and by Application. Players, stakeholders, and other participants in the global Contact Center market will be able to gain the upper hand as they use the report as a powerful resource. The segmental analysis focuses on sales, revenue and forecast by region (country), by Type and by Application for the period 2018-2029.


Segment by Type


On-premise Type

Cloud-based Type


Segment by Application


Telecommunication

Banking, Financial Services and Insurance (BFSI)

Government and Public Sector

Healthcare and Life Sciences

Retail and Consumer Goods

Others

By Region

United States

Europe

China

Japan

Southeast Asia

India

Other Regions


By Company


Teleperformance

Alorica

Convergys

Atento S.A

Sykes Enterprises

Arvato

Serco Group

Acticall (Sitel)

Transcom

TeleTech

Concentrix (SYNNEX)

HKT Teleservices

Comdata Group