Considering the economic change due to COVID-19 and Russia-Ukraine War Influence, the global Contact Center market is projected to reach US$ 43570 million by 2028 from an estimated US$ 35030 million in 2022, at a CAGR of 3.7% during 2023 and 2028. Due to the growing need to satisfy changing client demands in an economical manner and enhance customer experience, the contact center market is growing.
The rise in the use of cloud-based contact centers is another important factor that will favorably influence the development of the global contact center market in the near future.
The growth of multichannel communication, an increase in consumer social media use, and technological advancements in artificial intelligence and analytics are all driving factors in the contact center market.
Enhancing staff and customer experiences (CX) while also driving efficiency and cost savings are key contact center industry trends (EX). Traditional labor models for contact centers won't be enough to achieve this. Place more emphasis on customer experience (CX) and technical developments like cloud computing, intelligent automation, and remote workforces.
A massive effort was needed to support vital requirements in every industry when the pandemic hit. Due to the prioritizing of labor resources for critical circumstances, self-service became essential to assist in lowering call levels. Improved knowledge bases, automated chatbots, intelligent IVRs, and online FAQs have all become essential call-deflection strategies. These distraction strategies allowed agents to concentrate on crucial activities that called for increased attention, care, and empathy. This factor gave the contact center market even more of a boost.
The demand for personalized and effective client interactions is one of the main drivers of the market's growth. The increasing acceptance of Omnichannel contact centers, which boost channel availability, is another factor driving the use of Cloud-Based Contact Center solutions. Business continuity is another of the primary forces behind cloud-based contact centers. On-premises contact centers can be severely impacted by hardware failures and natural disasters, which can cause downtime, busy signals, and protracted wait times for customers.
Businesses now have the opportunity to convert from work-from-office to work-from-home business models thanks to the COVID-19 outbreak. One of the most important things that any company would need to take care of after this pandemic is having a permanent model for contact centers that allows for work-from-home agents. A distributed work-from-home operational paradigm can be scaled using Contact Center as a Service (CCaaS) methods. By enabling direct call routing to regular mobile phones or smartphone apps, integrations enabled by cloud telephony can give a consistent support platform. This is then anticipated to fuel the contact center market.
The biggest contact center market share belonged to cloud-based services. The causes are related to the positive attributes offered by cloud-based contact centers, such as the availability of several client contact points and the accessibility of crucial information at all times from anywhere in the world.
During the projected period, the banking, financial services, and insurance (BFSI) market is expected to grow at a sizable CAGR. Contact center software benefits the BFSI sector in a number of ways, including customer data mining, customer queries through various channels, and client engagement on websites for banking and financial services.
The most profitable region is anticipated to be North America. This is a result of the early adoption of cutting-edge technology like cloud computing and big data. Additionally, as a result of initiatives to streamline incoming and outgoing operations in order to increase overall productivity, there is a boom in the demand for Contact Sensor technology throughout the region. These factors are projected to drive the market in North America.
| Report Metric | Details |
| Report Name | Contact Center Market |
| The market size in 2022 | USD 35030 Million |
| The revenue forecast in 2028 | USD 43570 Million |
| Growth Rate | Compound Annual Growth Rate (CAGR) of 3.7% from 2022 to 2028 |
| Market size available for years | 2022-2028 |
| Forecast units | Value (USD) |
| Segments covered | Type, Application and Region |
| Report coverage | Revenue & volume forecast, company share, competitive landscape, growth factors, and trends |
| Geographic regions covered | North America, Europe, Asia Pacific, Latin America, Middle East & Africa |
Ans. The global Contact Center market is projected to reach US$ 43570 million by 2028 from an estimated US$ 35030 million in 2022, at a CAGR of 3.7% during 2023 and 2028.
Ans. The global Contact Center market is expected to grow at a compound annual growth rate of 3.7% from 2022 to 2028.
Ans. 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.
Ans. North America is expected to be the most lucrative region.
List of Tables
Table 1. Global Contact Center Market Size Growth Rate by Type (US$ Million): 2017 VS 2021 VS 2028
Table 2. Major Companies of On-premise Type
Table 3. Major Companies of Cloud-based Type
Table 4. Global Contact Center Market Size Growth by Application (US$ Million): 2017 VS 2021 VS 2028
Table 5. Global Contact Center Market Size by Region (US$ Million): 2022 VS 2028
Table 6. Global Contact Center Revenue by Region (2017-2022) & (US$ Million)
Table 7. Global Contact Center Revenue Forecast by Region (2023-2028) & (US$ Million)
Table 8. Contact Center Revenue by Company (2017-2022) & (US$ Million)
Table 9. Contact Center Revenue Share by Company (2017-2022)
Table 10. Ranking of Global Top Contact Center Players by Revenue (US$ Million) in 2021
Table 11. Global Contact Center Companies Market Concentration Ratio (CR5 and HHI) & (2017-2022)
Table 12. Global Contact Center by Company Type (Tier 1, Tier 2 and Tier 3) & (based on the Revenue in Contact Center as of 2021)
Table 13. Global Contact Center Companies Headquarters
Table 14. Global Contact Center Companies Product & Service
Table 15. Date of International Companies Enter into Contact Center Market
Table 16. Global Contact Center Mergers & Acquisitions, Expansion Plans
Table 17. Teleperformance Corporation Information
Table 18. Teleperformance Description and Business Overview
Table 19. Teleperformance Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 20. Teleperformance Contact Center Product
Table 21. Teleperformance Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 22. Teleperformance Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 23. Teleperformance Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 24. Teleperformance Recent Development
Table 25. Alorica Corporation Information
Table 26. Alorica Description and Business Overview
Table 27. Alorica Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 28. Alorica Contact Center Product
Table 29. Alorica Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 30. Alorica Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 31. Alorica Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 32. Alorica Recent Development
Table 33. Convergys Corporation Information
Table 34. Convergys Description and Business Overview
Table 35. Convergys Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 36. Convergys Contact Center Product
Table 37. Convergys Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 38. Convergys Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 39. Convergys Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 40. Convergys Recent Development
Table 41. Atento S.A Corporation Information
Table 42. Atento S.A Description and Business Overview
Table 43. Atento S.A Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 44. Atento S.A Contact Center Product
Table 45. Atento S.A Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 46. Atento S.A Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 47. Atento S.A Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 48. Atento S.A Recent Development
Table 49. Sykes Enterprises Corporation Information
Table 50. Sykes Enterprises Description and Business Overview
Table 51. Sykes Enterprises Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 52. Sykes Enterprises Contact Center Product
Table 53. Sykes Enterprises Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 54. Sykes Enterprises Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 55. Sykes Enterprises Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 56. Sykes Enterprises Recent Development
Table 57. Arvato Corporation Information
Table 58. Arvato Description and Business Overview
Table 59. Arvato Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 60. Arvato Contact Center Product
Table 61. Arvato Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 62. Arvato Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 63. Arvato Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 64. Serco Group Corporation Information
Table 65. Serco Group Description and Business Overview
Table 66. Serco Group Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 67. Serco Group Contact Center Product
Table 68. Serco Group Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 69. Serco Group Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 70. Serco Group Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 71. Acticall (Sitel) Corporation Information
Table 72. Acticall (Sitel) Description and Business Overview
Table 73. Acticall (Sitel) Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 74. Acticall (Sitel) Contact Center Product
Table 75. Acticall (Sitel) Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 76. Acticall (Sitel) Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 77. Acticall (Sitel) Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 78. Transcom Corporation Information
Table 79. Transcom Description and Business Overview
Table 80. Transcom Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 81. Transcom Contact Center Product
Table 82. Transcom Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 83. Transcom Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 84. Transcom Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 85. TeleTech Corporation Information
Table 86. TeleTech Description and Business Overview
Table 87. TeleTech Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 88. TeleTech Contact Center Product
Table 89. TeleTech Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 90. TeleTech Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 91. TeleTech Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 92. Concentrix (SYNNEX) Corporation Information
Table 93. Concentrix (SYNNEX) Description and Business Overview
Table 94. Concentrix (SYNNEX) Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 95. Concentrix (SYNNEX) Contact Center Product
Table 96. Concentrix (SYNNEX) Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 97. Concentrix (SYNNEX) Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 98. Concentrix (SYNNEX) Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 99. HKT Teleservices Corporation Information
Table 100. HKT Teleservices Description and Business Overview
Table 101. HKT Teleservices Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 102. HKT Teleservices Contact Center Product
Table 103. HKT Teleservices Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 104. HKT Teleservices Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 105. HKT Teleservices Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 106. Comdata Group Corporation Information
Table 107. Comdata Group Description and Business Overview
Table 108. Comdata Group Contact Center Revenue (US$ Million) and Gross Margin (2017-2022)
Table 109. Comdata Group Contact Center Product
Table 110. Comdata Group Contact Center Revenue Proportion of Contact Center by Product in 2021
Table 111. Comdata Group Contact Center Revenue Proportion of Contact Center by Application in 2021
Table 112. Comdata Group Contact Center Revenue Proportion of Contact Center by Geographic Area in 2021
Table 113. Global Contact Center Revenue by Type (2017-2022) & (US$ Million)
Table 114. Global Contact Center Revenue by Application (2017-2022) & (US$ Million)
Table 115. Global Contact Center Revenue Forecast by Application (2023-2028) & (US$ Million)
Table 116. North America Contact Center Revenue by Country (2017-2022) & (US$ Million)
Table 117. North America Contact Center Revenue by Country (2023-2028) & (US$ Million)
Table 118. North America Contact Center Revenue by Type (2017-2022) & (US$ Million)
Table 119. North America Contact Center Revenue by Application (2017-2022) & (US$ Million)
Table 120. Asia-Pacific Contact Center Revenue by Region (2017-2028) & (US$ Million)
Table 121. Asia-Pacific Contact Center Revenue by Region (2023-2028) & (US$ Million)
Table 122. Asia-Pacific Contact Center Revenue by Type (2017-2022) & (US$ Million)
Table 123. Asia-Pacific Contact Center Revenue by Application (2017-2022) & (US$ Million)
Table 124. Europe Contact Center Revenue by Country (2017-2022) & (US$ Million)
Table 125. Europe Contact Center Revenue by Country (2023-2028) & (US$ Million)
Table 126. Europe Contact Center Revenue by Type (2017-2022) & (US$ Million)
Table 127. Europe Contact Center Revenue by Application (2017-2022) & (US$ Million)
Table 128. Latin America Contact Center Revenue by Country (2017-2022) & (US$ Million)
Table 129. Latin America Contact Center Revenue by Country (2023-2028) & (US$ Million)
Table 130. Latin America Contact Center Revenue by Type (2017-2022) & (US$ Million)
Table 131. Latin America Contact Center Revenue by Application (2017-2022) & (US$ Million)
Table 132. Middle East and Africa Contact Center Revenue by Country (2017-2022) & (US$ Million)
Table 133. Middle East and Africa Contact Center Revenue by Country (2023-2028) & (US$ Million)
Table 134. Middle East and Africa Contact Center Revenue by Type (2017-2022) & (US$ Million)
Table 135. Middle East and Africa Contact Center Revenue by Application (2017-2022) & (US$ Million)
Table 136. Contact Center Key Raw Materials, Industry Status and Trend
Table 137. Contact Center Key Raw Materials and Upstream Suppliers
Table 138. Contact Center Clients Status and Trend
Table 139. Contact Center Typical Clients
Table 140. Contact Center Distributors
Table 141. Contact Center Market Trends
Table 142. Contact Center Market Drivers
Table 143. Contact Center Market Challenges
Table 144. Contact Center Market Restraints
Table 145. Research Programs/Design for This Report
Table 146. Key Data Information from Secondary Sources
Table 147. Key Data Information from Primary Sources
List of Figures
Figure 1. Contact Center Product Picture
Figure 2. Global Contact Center Revenue Market Share by Type in 2021 & 2028
Figure 3. On-premise Type Product Picture
Figure 4. Cloud-based Type Product Picture
Figure 5. Global Contact Center Revenue Market Share by Application in 2021 & 2028
Figure 6. Telecommunication
Figure 7. Banking, Financial Services and Insurance (BFSI)
Figure 8. Government and Public Sector
Figure 9. Healthcare and Life Sciences
Figure 10. Retail and Consumer Goods
Figure 11. Others
Figure 12. Contact Center Report Years Considered
Figure 13. Global Contact Center Revenue, (US$ Million), 2017 VS 2021 VS 2028
Figure 14. Global Contact Center Market Size 2017-2028 (US$ Million)
Figure 15. Global Contact Center Market Size Market Share by Region: 2022 Versus 2028
Figure 16. Global Contact Center Revenue Market Share by Region (2017-2028)
Figure 17. Contact Center Market Share by Company Type (Tier 1, Tier 2 and Tier 3): 2017 VS 2021
Figure 18. Global Contact Center Revenue Market Share Forecast by Type (2017-2028)
Figure 19. Global Contact Center Revenue Market Share Forecast by Application (2017-2028)
Figure 20. North America Contact Center Revenue 2017-2028 (US$ Million)
Figure 21. North America Contact Center Revenue Market Share by Type (2017-2022)
Figure 22. North America Contact Center Revenue Market Share by Application (2017-2022)
Figure 23. Asia-Pacific Contact Center Revenue 2017-2028 (US$ Million)
Figure 24. Asia-Pacific Contact Center Revenue Market Share by Region (2017-2028)
Figure 25. Asia-Pacific Contact Center Revenue Market Share by Type (2017-2022)
Figure 26. Asia-Pacific Contact Center Revenue Market Share by Application (2017-2022)
Figure 27. Europe Contact Center Revenue Growth Rate 2017-2028 (US$ Million)
Figure 28. Europe Contact Center Revenue Market Share by Country (2017-2028)
Figure 29. Europe Contact Center Revenue Market Share by Type (2017-2022)
Figure 30. Europe Contact Center Revenue Market Share by Application (2017-2022)
Figure 31. Latin America Contact Center Revenue Growth Rate 2017-2028 (US$ Million)
Figure 32. Latin America Contact Center Revenue Market Share by Country (2017-2022)
Figure 33. Latin America Contact Center Revenue Market Share by Type (2017-2022)
Figure 34. Latin America Contact Center Revenue Market Share by Application (2017-2022)
Figure 35. Middle East and Africa Contact Center Revenue Growth Rate 2017-2028 (US$ Million)
Figure 36. Middle East and Africa Contact Center Revenue Market Share by Country (2017-2028)
Figure 37. Middle East and Africa Contact Center Revenue Market Share by Type (2017-2022)
Figure 38. Middle East and Africa Contact Center Revenue Market Share by Application (2017-2022)
Figure 39. Contact Center Supply Chain (Upstream and Downstream Market)
Figure 40. Global Production Market Share of Contact Center Raw Materials by Region in 2021
Figure 41. Contact Center Distribution Channels
Figure 42. Global Contact Center Percentage 2017-2028: Indirect Sales VS Direct Sales
Figure 43. Global Contact Center Percentage 2017-2028: Online Sales VS Offline Sales
Figure 44. Bottom-up and Top-down Approaches for This Report
Figure 45. Data Triangulation
Figure 46. Key Executives Interviewed
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