Global Contact Center Outsourcing Market Status and Outlook to 2025

Global Contact Center Outsourcing Market Size, Status and Forecast 2025

ID : 6630009 |
Published : Apr-2018 |
Region : Global |
Pages : 104 |
Publisher : QY Research

Global Contact Center Outsourcing Market Overview:

Outsourcing is a process by which an organization selects an effective external service provider to manage and operate its customer relationship management unit. The outsourcing of customer relationship activities has become a promising solution to meet the growing demand for quality and the associated operational costs. The CRM industry is revolutionizing with the incorporation of new offers of services, such as modern communication and social networking platforms. In addition, customer relationship management activities, which provide flexibility to customers and workers, result in increased revenue opportunities. In recent years, the tendency to outsource the management of customer relationships has grown significantly among large organizations and is expected to attract a large number of medium organizations in the coming years. In some cases of outsourcing, the entire IT and management system is subcontracted, while in other cases, only the key application services such as CRM, billing system and business risk management (ERM) are outsourced.

Global Contact Center Outsourcing Market Drivers and Restraints:

The high cost of internal customer support is the main factor in the outsourcing of CRM activities. The need for CRM services was previously related to the sale of services and technical products; However, the increased cost of customer support and management leads to greater adoption of CRM outsourcing. In addition, the provision of "follow the sun" services can be done through the outsourcing of CRM activities. This provides the company's customers with timely and high-quality services. The outsourcing of customer relationship management results in a lower rate of employee turnover, allowing companies to focus on the development of their core offerings. However, the increase in training costs associated with the outsourcing of customer relationship management and the cultural differences between customers and agents that affect the quality of CRM services are the factors that impede the growth of the global contact center outsourcing market. The integration of broadcasting into social media, video chat and mobile applications should be the next important phase of CRM development.

Global Contact Center Outsourcing Market Segmentation:

Market segment by Type, the product can be split into:

Email support

Chat support

Voice over IP (VoIP)

Website support

Market segment by Application, Contact Center Outsourcing can be split into:

BFSI

Retail

Government

IT & Telecommunication

Defense Aerospace & Intelligence

Telecommunications & IT

Manufacturing

Market segment by Regions/Countries, this report covers:

United States

Japan

China

India

Southeast Asia

Key Players in Global Contact Center Outsourcing Market are:

Xerox Corporation

IBM Global Services

Datamark, Inc.

Infinit Contact

Five9

Runway

Invensis

Infinit-O

Sitel Worldwide Corporation

Table of Contents

Global Contact Center Outsourcing Market Size, Status and Forecast 2025

1 Industry Overview of Contact Center Outsourcing

1.1 Contact Center Outsourcing Market Overview

1.1.1 Contact Center Outsourcing Product Scope

1.1.2 Market Status and Outlook

1.2 Global Contact Center Outsourcing Market Size and Analysis by Regions (2013-2018)

1.2.1 United States

1.2.2 EU

1.2.3 Japan

1.2.4 China

1.2.5 India

1.2.6 Southeast Asia

1.3 Contact Center Outsourcing Market by Type

1.3.1 Email support

1.3.2 Chat support

1.3.3 Voice over IP (VoIP)

1.3.4 Website support

1.4 Contact Center Outsourcing Market by End Users/Application

1.4.1 BFSI

1.4.2 Retail

1.4.3 Government

1.4.4 IT & Telecommunication

1.4.5 Defense Aerospace & Intelligence

1.4.6 Telecommunications & IT

1.4.7 Manufacturing

2 Global Contact Center Outsourcing Competition Analysis by Players

2.1 Contact Center Outsourcing Market Size (Value) by Players (2013-2018)

2.2 Competitive Status and Trend

2.2.1 Market Concentration Rate

2.2.2 Product/Service Differences

2.2.3 New Entrants

2.2.4 The Technology Trends in Future

3 Company (Top Players) Profiles

3.1 Xerox Corporation

3.1.1 Company Profile

3.1.2 Main Business/Business Overview

3.1.3 Products, Services and Solutions

3.1.4 Contact Center Outsourcing Revenue (Million USD) (2013-2018)

3.1.5 Recent Developments

3.2 IBM Global Services

3.2.1 Company Profile

3.2.2 Main Business/Business Overview

3.2.3 Products, Services and Solutions

3.2.4 Contact Center Outsourcing Revenue (Million USD) (2013-2018)

3.2.5 Recent Developments

3.3 CGS

3.3.1 Company Profile

3.3.2 Main Business/Business Overview

3.3.3 Products, Services and Solutions

3.3.4 Contact Center Outsourcing Revenue (Million USD) (2013-2018)

3.3.5 Recent Developments

3.4 Datamark, Inc.

3.4.1 Company Profile

3.4.2 Main Business/Business Overview

3.4.3 Products, Services and Solutions

3.4.4 Contact Center Outsourcing Revenue (Million USD) (2013-2018)

3.4.5 Recent Developments

3.5 Infinit Contact

3.5.1 Company Profile

3.5.2 Main Business/Business Overview

3.5.3 Products, Services and Solutions

3.5.4 Contact Center Outsourcing Revenue (Million USD) (2013-2018)

3.5.5 Recent Developments

3.6 Five9

3.6.1 Company Profile

3.6.2 Main Business/Business Overview

3.6.3 Products, Services and Solutions

3.6.4 Contact Center Outsourcing Revenue (Million USD) (2013-2018)

3.6.5 Recent Developments

3.7 Runway

3.7.1 Company Profile

3.7.2 Main Business/Business Overview

3.7.3 Products, Services and Solutions

3.7.4 Contact Center Outsourcing Revenue (Million USD) (2013-2018)

3.7.5 Recent Developments

3.8 Invensis

3.8.1 Company Profile

3.8.2 Main Business/Business Overview

3.8.3 Products, Services and Solutions

3.8.4 Contact Center Outsourcing Revenue (Million USD) (2013-2018)

3.8.5 Recent Developments

3.9 Infinit-O

3.9.1 Company Profile

3.9.2 Main Business/Business Overview

3.9.3 Products, Services and Solutions

3.9.4 Contact Center Outsourcing Revenue (Million USD) (2013-2018)

3.9.5 Recent Developments

3.10 PSI

3.10.1 Company Profile

3.10.2 Main Business/Business Overview

3.10.3 Products, Services and Solutions

3.10.4 Contact Center Outsourcing Revenue (Million USD) (2013-2018)

3.10.5 Recent Developments

3.11 Sitel Worldwide Corporation

4 Global Contact Center Outsourcing Market Size by Type and Application (2013-2018)

4.1 Global Contact Center Outsourcing Market Size by Type (2013-2018)

4.2 Global Contact Center Outsourcing Market Size by Application (2013-2018)

4.3 Potential Application of Contact Center Outsourcing in Future

4.4 Top Consumer/End Users of Contact Center Outsourcing

5 United States Contact Center Outsourcing Development Status and Outlook

5.1 United States Contact Center Outsourcing Market Size (2013-2018)

5.2 United States Contact Center Outsourcing Market Size and Market Share by Players (2013-2018)

5.3 United States Contact Center Outsourcing Market Size by Application (2013-2018)

6 EU Contact Center Outsourcing Development Status and Outlook

6.1 EU Contact Center Outsourcing Market Size (2013-2018)

6.2 EU Contact Center Outsourcing Market Size and Market Share by Players (2013-2018)

6.3 EU Contact Center Outsourcing Market Size by Application (2013-2018)

7 Japan Contact Center Outsourcing Development Status and Outlook

7.1 Japan Contact Center Outsourcing Market Size (2013-2018)

7.2 Japan Contact Center Outsourcing Market Size and Market Share by Players (2013-2018)

7.3 Japan Contact Center Outsourcing Market Size by Application (2013-2018)

8 China Contact Center Outsourcing Development Status and Outlook

8.1 China Contact Center Outsourcing Market Size (2013-2018)

8.2 China Contact Center Outsourcing Market Size and Market Share by Players (2013-2018)

8.3 China Contact Center Outsourcing Market Size by Application (2013-2018)

9 India Contact Center Outsourcing Development Status and Outlook

9.1 India Contact Center Outsourcing Market Size (2013-2018)

9.2 India Contact Center Outsourcing Market Size and Market Share by Players (2013-2018)

9.3 India Contact Center Outsourcing Market Size by Application (2013-2018)

10 Southeast Asia Contact Center Outsourcing Development Status and Outlook

10.1 Southeast Asia Contact Center Outsourcing Market Size (2013-2018)

10.2 Southeast Asia Contact Center Outsourcing Market Size and Market Share by Players (2013-2018)

10.3 Southeast Asia Contact Center Outsourcing Market Size by Application (2013-2018)

11 Market Forecast by Regions, Type and Application (2018-2025)

11.1 Global Contact Center Outsourcing Market Size (Value) by Regions (2018-2025)

11.1.1 United States Contact Center Outsourcing Revenue and Growth Rate (2018-2025)

11.1.2 EU Contact Center Outsourcing Revenue and Growth Rate (2018-2025)

11.1.3 Japan Contact Center Outsourcing Revenue and Growth Rate (2018-2025)

11.1.4 China Contact Center Outsourcing Revenue and Growth Rate (2018-2025)

11.1.5 India Contact Center Outsourcing Revenue and Growth Rate (2018-2025)

11.1.6 Southeast Asia Contact Center Outsourcing Revenue and Growth Rate (2018-2025)

11.2 Global Contact Center Outsourcing Market Size (Value) by Type (2018-2025)

11.3 Global Contact Center Outsourcing Market Size by Application (2018-2025)

12 Contact Center Outsourcing Market Dynamics

12.1 Contact Center Outsourcing Market Opportunities

12.2 Contact Center Outsourcing Challenge and Risk

12.2.1 Competition from Opponents

12.2.2 Downside Risks of Economy

12.3 Contact Center Outsourcing Market Constraints and Threat

12.3.1 Threat from Substitute

12.3.2 Government Policy

12.3.3 Technology Risks

12.4 Contact Center Outsourcing Market Driving Force

12.4.1 Growing Demand from Emerging Markets

12.4.2 Potential Application

13 Market Effect Factors Analysis

13.1 Technology Progress/Risk

13.1.1 Substitutes

13.1.2 Technology Progress in Related Industry

13.2 Consumer Needs Trend/Customer Preference

13.3 External Environmental Change

13.3.1 Economic Fluctuations

13.3.2 Other Risk Factors

14 Research Finding/Conclusion

15 Appendix

Methodology

Analyst Introduction

Data Source

List of Tables and Figures

Figure Global Contact Center Outsourcing Market Size (Million USD) Status and Outlook (2013-2018)

Table Global Contact Center Outsourcing Revenue (Million USD) Comparison by Regions (2013-2018)

Figure Global Contact Center Outsourcing Market Share by Regions (2013-2018)

Figure United States Contact Center Outsourcing Market Size (Million USD) and Growth Rate by Regions (2013-2018)

Figure EU Contact Center Outsourcing Market Size (Million USD) and Growth Rate by Regions (2013-2018)

Figure Japan Contact Center Outsourcing Market Size (Million USD) and Growth Rate by Regions (2013-2018)

Figure China Contact Center Outsourcing Market Size (Million USD) and Growth Rate by Regions (2013-2018)

Figure India Contact Center Outsourcing Market Size (Million USD) and Growth Rate by Regions (2013-2018)

Figure Southeast Asia Contact Center Outsourcing Market Size (Million USD) and Growth Rate by Regions (2013-2018)

Table Global Contact Center Outsourcing Revenue (Million USD) and Growth Rate (%) Comparison by Product (2013-2018)

Figure Global Contact Center Outsourcing Revenue Market Share by Type in 2017

Figure Email support Market Size (Million USD) and Growth Rate (2013-2018)

Figure Chat support Market Size (Million USD) and Growth Rate (2013-2018)

Figure Voice over IP (VoIP) Market Size (Million USD) and Growth Rate (2013-2018)

Figure Website support Market Size (Million USD) and Growth Rate (2013-2018)

Figure Global Contact Center Outsourcing Market Share by Application in 2017

Figure Contact Center Outsourcing Market Size (Million USD) and Growth Rate in BFSI (2013-2018)

Figure Contact Center Outsourcing Market Size (Million USD) and Growth Rate in Retail (2013-2018)

Figure Contact Center Outsourcing Market Size (Million USD) and Growth Rate in Government (2013-2018)

Figure Contact Center Outsourcing Market Size (Million USD) and Growth Rate in IT & Telecommunication (2013-2018)

Figure Contact Center Outsourcing Market Size (Million USD) and Growth Rate in Defense Aerospace & Intelligence (2013-2018)

Figure Contact Center Outsourcing Market Size (Million USD) and Growth Rate in Telecommunications & IT (2013-2018)

Figure Contact Center Outsourcing Market Size (Million USD) and Growth Rate in Manufacturing (2013-2018)

Table Contact Center Outsourcing Market Size (Million USD) by Players (2013-2018)

Figure Contact Center Outsourcing Market Size Share by Players in 2013

Figure Contact Center Outsourcing Market Size Share by Players in 2017

Table Xerox Corporation Basic Information List

Table Contact Center Outsourcing Business Revenue (Million USD) of Xerox Corporation (2013-2018)

Figure Xerox Corporation Contact Center Outsourcing Business Revenue Market Share (2013-2018)

Table IBM Global Services Basic Information List

Table Contact Center Outsourcing Business Revenue (Million USD) of IBM Global Services (2013-2018)

Figure IBM Global Services Contact Center Outsourcing Business Revenue Market Share (2013-2018)

Table CGS Basic Information List

Table Contact Center Outsourcing Business Revenue (Million USD) of CGS (2013-2018)

Figure CGS Contact Center Outsourcing Business Revenue Market Share (2013-2018)

Table Datamark, Inc. Basic Information List

Table Contact Center Outsourcing Business Revenue (Million USD) of Datamark, Inc. (2013-2018)

Figure Datamark, Inc. Contact Center Outsourcing Business Revenue Market Share (2013-2018)

Table Infinit Contact Basic Information List

Table Contact Center Outsourcing Business Revenue (Million USD) of Infinit Contact (2013-2018)

Figure Infinit Contact Contact Center Outsourcing Business Revenue Market Share (2013-2018)

Table Five9 Basic Information List

Table Contact Center Outsourcing Business Revenue (Million USD) of Five9 (2013-2018)

Figure Five9 Contact Center Outsourcing Business Revenue Market Share (2013-2018)

Table Runway Basic Information List

Table Contact Center Outsourcing Business Revenue (Million USD) of Runway (2013-2018)

Figure Runway Contact Center Outsourcing Business Revenue Market Share (2013-2018)

Table Invensis Basic Information List

Table Contact Center Outsourcing Business Revenue (Million USD) of Invensis (2013-2018)

Figure Invensis Contact Center Outsourcing Business Revenue Market Share (2013-2018)

Table Infinit-O Basic Information List

Table Contact Center Outsourcing Business Revenue (Million USD) of Infinit-O (2013-2018)

Figure Infinit-O Contact Center Outsourcing Business Revenue Market Share (2013-2018)

Table PSI Basic Information List

Table Contact Center Outsourcing Business Revenue (Million USD) of PSI (2013-2018)

Figure PSI Contact Center Outsourcing Business Revenue Market Share (2013-2018)

Table Sitel Worldwide Corporation Basic Informa2018-2025)

Figure EU Contact Center Outsourcing Revenue (Million USD) and Growth Rate (2018-2025)

Figure Japan Contact Center Outsourcing Revenue (Million USD) and Growth Rate (2018-2025)

Figure China Contact Center Outsourcing Revenue (Million USD) and Growth Rate (2018-2025)

Figure India Contact Center Outsourcing Revenue (Million USD) and Growth Rate (2018-2025)

Figure Southeast Asia Contact Center Outsourcing Revenue (Million USD) and Growth Rate (2018-2025)

Table Global Contact Center Outsourcing Market Size (Million USD) by Type (2018-2025)

Figure Global Contact Center Outsourcing Market Size Share by Type in 2018

Figure Global Contact Center Outsourcing Market Size Share by Type in 2025

Table Global Contact Center Outsourcing Market Size (Million USD) by Application (2018-2025)

Figure Global Contact Center Outsourcing Market Size (Million USD) by Application in 2018

Figure Global Contact Center Outsourcing Market Size (Million USD) by Application in 2025

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Global Contact Center Outsourcing Market Size, Status and Forecast 2025

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