Dublin, May 18, 2018 (GLOBE NEWSWIRE) -- The "Call Centers - Global Strategic Business Report" report has been added to ResearchAndMarkets.com's offering. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2016 through 2024. Also, a five-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. This report analyzes the worldwide markets for Call Centers in US$ Million by the following Types: In-House, and Outsourced. The report profiles 135 companies including many key and niche players such as:
- [24]7 Inc. (USA)
- Alliance Data Systems, Inc. (USA)
- Alorica, Inc. (USA)
- Atento (Luxembourg)
- ATOS S.A. (France)
- BT Communications (Ireland) Limited (Ireland)
- Capita Customer Management Limited (UK)
- Concentrix (USA)
- Convergys Corp. (USA)
- Entel Call Center (Chile)
- EXL Service Holdings, Inc. (USA)
- Genpact Limited (Bermuda)
- HCL BPO Services NI Ltd (Ireland)
- IBEX Global (USA)
- IBM Global Process Services Pvt. Ltd (India)
- Plusoft Informatica Ltda (Brazil)
- Sitel (USA)
- Sykes Enterprises, Inc. (USA)
- Tata Consultancy Services Limited (India)
- Teleperformance SE (France)
- TTEC Holdings, Inc. (USA)
- West Corporation (USA)
- Wipro Ltd (India)
Key Topics Covered:
1. INDUSTRY OVERVIEW Call Centers: A Quick Primer Call Centers Tap Technology to Improve Operational Efficiency & Service Quality Addressing the Evolving Customer Experience Digital Transformation Playing an Important Role Outlook Developing Markets Drive Growth Outsourced Call Center Services Market Despite Outsourcing Wave, In-House Call Centers Continue to Remain Dominant Offshore Call Centers: The Key Growth Vertical for Developing World A Brief Sketch of Major Offshore Destinations for Call Centers Philippines India China Malaysia Czech Republic Singapore Brazil Poland Egypt Mexico Onshore Call Centers Still in the Reckoning Wave of Re-Shoring & Nearshoring Strategies Right Shoring Gains Traction in Call Center Operations Mass Market Call Centers Outnumber B2B Call Centers Multiple Outsourced Call Centers: Order of the Day Competition Leading Players Startups Spur Innovation in Call Center Industry AirCall EpiAnalytics EvaluAgent Pypestream TalkDesk TechSee TouchCommerce Sentient Machines Upcall Spurt in Mobile Telephony: The Key Driver of Industry Transformation Seen Over the Last Two Decades 2. NOTEWORTHY MARKET TRENDS, GROWTH DRIVERS & ISSUES Cloud Communications Continue to Reshape Call Centers market OmniChannel Strategy Offers Holistic Support Unified Communications Simplify Customer Engagement Artificial Intelligence Enhances Call Center Productivity Industry Displays Increasing Reliance on IVR Integration of Social Media with Call Center Operations Opens New Possibilities Opportunity Indicators Sustained Increase in Importance of Self-Service Focus Grows on Improved Contact Center Analytics Integrating CRM with Big Data Analytics Brings in Significant Benefits Companies Target Multi-Skilled Employees Increase in Remote Contact Center Agents Building Meaningful Collaboration among Agents and the Way they Work Multi-Language Contact Centers A Key Trend From Cost Centers to Profit Centers Call Centers Go Beyond Service & Support Functions to Adopt Sales & Marketing Capabilities Virtual Agents Model Emerges as a New Profitable Approach Hosted or Virtual Call Centers on the Rise Virtual Call Centers Promise New Opportunities Improving Customer Experience' Turns into Core Area for Call Centers Customer Experience Management: Leveraging Call Center Data with Decision Making CEM as a Value Proposition KPIs and Metrics Take Center Stage Operational Efficiency Measures for a Call Center Ranked in Order of Influence Employee Satisfaction Measures for a Call Center Ranked in Order of Influence Gamification Grows in Popularity Call Recording and Monitoring: A Proven Channel for Quality Improvement Size of Call Center Remains the Key Criterion for Call Recording Technologies Average Call Length Continues to be a Key Quantification Metric Call Abandonment Rates Bring In More Operational Transparency Measurement of Agent Activity: A Critical Need Increasingly Robust Consumer Satisfaction Measurements Call Answering Speed: Key to Measuring Efficiency First-Call Resolution: Key to Call Center's Success Use of Virtual and Augmented Reality in Training Microlearning Gains Attention Social Learning An Evolving Concept Call Centers Embrace IP for Better Efficiency VoIP: Fast Replacing Circuit-Switched Architectures CRM: A Shot in the Arm for Call Centers CRM Technologies Herald Evolution of Multimedia Call Centers CRM Comes to Aid in Multilingual Interactions From CRM to eRM: Multichannel Centers on the Rise Call Center Applications Diversify to Include Mobile Apps Video Emerges as a New Channel for Call Centers Voice/Speech Based Technologies Empower Call Center Training & Operations Voice-Driven CRM Enlarge Scope for Customer Interactions Workforce Management Solutions to the Fore Evolving Database Technologies and Management Strategies Guide Call Centers to Reach New Avenues Customer Support & Sales Force Automation Dominate Software Applications Multi-Site Call Routing Solutions: Popular with Large Global Firms Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems Key Issues Growing Digital Engagement Drags Down Voice Based Customer Interactions Simplifying Complexities in Call Center Processes: A Key Area of Focus Call Centers & the Regulatory Environment General Data Protection Regulation Net Neutrality Security and Privacy 3. A PEEK INTO VERTICAL END-USE INDUSTRIES Introduction End-Use Sectors for Call Centers: An Overview Banking & Finance Banks Increasingly Perceive Call Center as a Sales & Service Point Technology-Driven Banks Offering Service Enhancements at Contact Centers Intelligent Call Routing Campaign Management Software Integration of Call Centers and Bank Branches Customer Differentiation Improved Methodologies for Effective Cross Selling Distribution & Retail Insurance Insurance Companies Lead in Call Center Technology Absorption Insurers Make Call Center a Mainstay to Improve Customer Services Healthcare Hospitality Manufacturing Public Sector Telecommunications 4. CONCEPTUAL OVERVIEW Functional Definition Call Center Activities Inbound Call Reception and Routing Automated Inbound Call Routing Outbound Telemarketing Call Call Handling Time Complaints Handling Customer Information Services / Help Desks Debt Chasing Field Service Support Classification on the Basis of Ownership In-House Call Centers Outsourced Call Centers/Sub-Contractors Sub-Contractors Vs. In-House Call Centers Sub-Contractors Vs. In-House Call Centers: A Comparative Study Classification on the Basis of Markets Served Business-to-Business (B2B) Call Centers Mass Market Call Centers Universal Centers Business-to-Business (B2B) Vs. Mass Market Call Centers B2B Call Centers Vs. Mass Market Call Centers: A Comparative Study Classification on the basis of Operations Inbound Call Centers Outbound Centers Nature of Services Offered Consulting Outsourcing Training Call Center Technologies-By Area of Application Voice Telephone Switches (ACDs) and Voice Networks Telephone Switches/Automated Call Distributors (ACDs) Voice Networks Voice Response Systems (IVR/VRU) Voice Response Unit (VRU) Speech Recognition Technologies Voice Over Internet Protocol (VoIP) Customer Relationship Management CRM Tools Enterprise CRM Mid-Market CRM Customer Data Integration Enterprise Analytics, Business Intelligence and Data Warehousing Computer Telephony Integration (CTI) Web Integration (Text chat and Web Calls) Web Chat Web Call-back Fully Integrated Unified Messaging System Multimedia Technologies Systems ACD Systems Automatic Call Distributor (ACD) Outbound System Interactive Voice Response (IVR) Systems Voice Messaging Systems Software Cloud Center as a Service (CCaaS) Workforce Management Software Workforce Automation Software Sales Force Automation Software For Sales Executives For Sales Manager Customer Interaction Software CTI Enabling Software Call Monitoring Software 5. CALL CENTER CONSOLIDATION WHETHER, WHY AND HOW Widely Dispersed Call Centers: A Key Rationale Motivators for Call Center Consolidation Costs of Scale 6. PERTINENT REGULATORY ISSUES Call Centers A Highly Regulated Industry Legal and Regulatory Framework Predictive Dialing The Preface to the Showdown Privacy Legislations Federal Laws prohibits Sale of Consumer Health Data Cell Phone Legislations Zap Outbound Calls? 7. RECENT INDUSTRY ACTIVITY PRA Group Sets up New Call Center ACT Enters into Agreement with Tethr to Offer Communications Intelligence Platform Avaya to Acquire Spoken Communications Intelisys Forms Alliance with Talkdesk Capita Extends Digital Customer Contact Partnership with M&S's Amazon to Acquire Stake in Call Center Innovest Global Acquires Call Center Resources Twilio Introduces Flex Contact Center Solution Talkdesk Unveils Enterprise Contact Center Platform RingCentral Introduces New Integrated Collaborative Contact Center Solution Dialpad to Launch Call Center Solution built on Google Cloud Platform ZaiLab Introduces World's First Cloud-Based Call Center Teleperformance Expands Operations into Kosovo Convergys Opens Customer Service Center in Mauritius Teleperformance Expands Operations into Peru Vonage Expands Call-Center Partnership with inContact Charter Communications Shuts Down Spectrum Call Center Convergys to Open a New Location in Virginia Marken Introduces Call Center for Patients enrolled in Clinical Trials 8x8 Adds New Capabilities to Virtual Contact Center Solution Amazon Web Services Introduces Cloud-Based Amazon Connect Service Masergy Introduces Cloud Contact Center Dizzion Forms Partnership with Bright Pattern Genesys Acquires Interactive Intelligence KKR to Acquire Calabrio Genpact Opens New Operations in Kuala Lumpur Scandic Enters into Agreement with Transcom for Call Center Services Tesco Enters into Strategic Partnership with Capita Anyone Home Opens New Customer Contact Center Empereon-Constar Opens New Call Center of Excellence Alorica Acquires Expert Global Solutions TCN Inc. Introduces New Trade-Up Program for Call Centers WorkFlex Launches On-Demand Contact Center Technology for Optimizing Omni-Channel Workforce Scheduling IBEX Global Starts New Facility in Nicaragua 3CLogic's Call Center Software Deployed at a Global BPO Fusion to Acquire TFB Ameyo Introduces a New Integrated Video Call Center Technology BASF Introduces Call Center Service in Indonesia Acquire BPO Establishes a New Delivery Center in the Dominican Republic REDi Launches Call Center Service for Financial Institutions Ameyo Introduces New Cloud Contact Center Software Sprint to Wind Up Call Center in Rio Rancho Wilmac Enters into a Reseller Agreement for VPI's Contact Center BI, Recording & Workforce Optimization Solutions 8. FOCUS ON SELECT GLOBAL PLAYERS 9. GLOBAL MARKET PERSPECTIVE Total Companies Profiled: 135 (including Divisions/Subsidiaries 146)
- The United States (66)
- Canada (3)
- Japan (3)
- Europe (26)
- France (5)
- Germany (1)
- The United Kingdom (8)
- Spain (1)
- Rest of Europe (11)
- Asia-Pacific (Excluding Japan) (37)
- Middle East (3)
- Latin America (7)
- Africa (1)
For more information about this report visit https://www.researchandmarkets.com/research/8..._call?w=12
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