Call Centre Market

2019 Analysis and Review of Call Centre Market by Deployment - On-premise, Cloud-based, and Hybrid for 2019-2029

  • 2020-03-12
  • REP-GB-11134
  • 28 Tables
  • 133 Figures
  • 380 pages
  • Format: PDF/PPT/Excel

  • US$5,000
  • US$7,500
  • US$10,000

Call Centre Market Set for Double-digit Growth Over 2019-2029

Technology intervention is reimagining the way businesses and productivity tools are deployed and used, and call centre software is no exception. Call centre is a bullish industry, particularly when businesses are comprehending the importance of better customer-specific models to improve customer relationships, and thus, improve their bottom lines. Global revenue of the call centre market will surge more than thrice over 2019-2029, following a double-digit growth curve. FMI underlines that, the market will continue to see positive trends, as organizations increasingly invest in artificial intelligence (AI), automation, and chatbots to streamline call centre operations.

Frequently Asked Questions about Call Centre Market

How is the call centre market expected to shape up over the next decade?

The call centre industry has been undergoing significant technological, economic, and social changes. Over the last few years, consumers have become more empowered and knowledgeable than ever before, and therefore, expectations for better customer service, technical support, and sales knowledge continue to soar. With the digital transformation of call centres and adoption of new technologies such as Artificial Intelligence (AI), IoT (Internet of Things), and Knowledge Management (KM), the call centre industry expected to boom in the coming years.

How are Cloud-based Call Centre Solutions Impacting Market Growth?

The cloud model has seen exceptional growth and demand in the call centre market over the past few years. As call centre organizations are focusing on growing beyond their traditional technologies, they are opting for hosted and cloud solutions to save costs, and at the same time, modernize and future-proof their call centre technology.

What are the current challenges for the growth of the call centre market?

Budgetary constraints and high costs involved in adopting and effectively using new call centre technologies are the key challenge for the growth of the call centre market. Furthermore, difficulty in integration of legacy software systems and ever-changing customer expectations are some other major challenges for the growth of the call centre market.

Which vertical will offer the most lucrative growth opportunities for market players?

The retail and consumer goods vertical is expected to create potential growth opportunities for the call centre market. Retail and consumer goods companies are continuously moving towards enhancing their brand presence to provide better customer support to clients.  

Which region is expected to lead the global call centre market?

North America is anticipated to remain at the forefront, offering high growth opportunities for players in the call centre market. However, Asia Pacific and Latin America are expected to create potential growth opportunities for the call centre market, owing to the low telecom rates, rising penetration of the Internet, and a large pool of educated, bilingual agents in various countries of these regions.

BFSI and Retail & Consumer Goods Sectors to Sustain Revenue Pool

Good communication strategy is paramount in financial institutions in order to determine efficiency and profitability. As the banking, financial services and insurance (BFSI) sector flourishes, customer experience continues to remain the key value proposition that influences customers to choose between various financial institutions. In 2027, the deployment of call centres in the BFSI industry will click US$ 10 Bn. Furthermore, the retail & consumer goods industry is accelerating its shift toward omnichannel call centre solutions to deliver a personal touch to customer interactions, while offering support and services.

APAC Emerging as Fastest-growing Call Centre Industry

Being a hub for digitalization, North America would carve out a significant chunk of overall market value. The U.S. houses over 60% of call centres, globally, propelling market players to channelize their resources towards this developed region. Affordable telecom rates and surging Internet penetration is driving the call centre markets in Asia Pacific (APAC) and Latin America. Further, the former is emerging as the global capital for outsourced call centre services. By 2029, the markets in North America and APAC will register a combined revenue worth more than US$ 38 Bn.

Market Players Must Capitalize on CRM and Omnichannel Strategies

Customer relationship management (CRM) technology helps businesses manage customer interactions and data throughout the customer lifecycle. As such, it is ideally suitable for enhancing the efficiency of call centre organizations, and encourages companies to outperform in every client interaction. Integration of CRM application software with call centre solutions would aid organizations in establishing a framework that will allow to leverage technologies in optimizing call centre processes. Investments in omnichannel applications are also likely to help call centre solution providers in bridging the gap between various customer touch points, and in delivering a 360-degree customer view to their agents. Players placing their bets on these technologies will be better positioned to significantly increase profits, and serve customers with improved products and services.

High demand for solutions/ software

Services to gain momentum

Cloud-based model stays sought-after

On-premise model to lose traction

Surging usage in BFSI industry

Adoption in retail & consumer goods industry to ascend

How Growth will Unfold

Numerous organizations are turning to cloud solutions to cut costs and future-proof their call centre infrastructure. Evolving customer expectations are influencing call centre organizations to respond quickly without compromising on their service quality. As such, call centre organizations are embracing telecom cloud platforms to transform the way businesses manage supply chains, share files, communicate within teams, manage marketing, and submit payrolls. Market players must drive their focus towards cloud-based call centre solutions to help organizations manage daily operations and keep pace with the changing business landscape.

Cloud-based Call Centre Solutions Take the Lead

* This data is only a representation. Actual data may vary and will be available in report.

Click Here To Know How The Growth Will Unfold

Custom Market Research Services

FMI offers custom market research services that help clients to get information on their business scenario required where syndicated solutions are not enough.


Call Centre Market Analysis 2019-2029

A recent market study published by FMI on the call centre market includes global industry analysis of 2014-2018 and opportunity assessment for 2019-2029, and delivers a comprehensive assessment of the most important market dynamics. After conducting thorough research on the historic as well as current growth parameters of the call centre market, the growth prospects of the market are obtained with maximum precision.

Call Centre Market Taxonomy

The global call centre market is segmented in detail to cover every aspect of the market and present a complete market intelligence approach to the reader.


  • Solutions/Software
    • Automatic Call Distributor
    • Interactive Voice Response
    • Intelligent Call Routing
    • Computer Telephony Integration
    • Reporting & Analytics
    • Intelligent Virtual Assistant
    • Call Center Workforce Optimization
  • Services
    • Professional Services
      • Consulting & Training
      • Integration & Deployment
      • Support & Maintenance
    • Managed Services


  • BFSI
  • Retail & Consumer Goods
  • IT & Telecom
  • Media & Entertainment
  • Government
  • Healthcare
  • Travel & Hospitality
  • Others


  • On-premise
  • Cloud-based
  • Hybrid


  • North America
  • Latin America
  • Europe
  • East Asia
  • South Asia
  • Middle East & Africa

What's Included

The report initiates with the executive summary of the call centre market, which includes a summary of the key findings and statistics of the market. It also includes the demand and supply-side trends pertaining to the call centre market.

Readers can find the definition and a detailed taxonomy of the call centre market in this chapter, which will help them understand the basic information about the call centre market. Along with this, comprehensive information pertaining to call centre and their properties are provided in this section. This section also highlights the inclusions and exclusions, which help the reader understand the scope of the call centre market report.

The call centre market report provides the key market trends that are expected to significantly impact the market growth during the forecast period. Detailed industry trends are also provided in this section.

This section includes the factors that have emerged as key successful factors and the strategies adopted by key market participants.

This section explains the global market value analysis and forecasts for the call centre market for the forecast period of 2019-2029. This chapter includes a detailed analysis of the historical call centre market, along with an opportunity analysis of the future. Readers can also find the absolute $ opportunity for the current year (2019), and an incremental $ opportunity for the forecast period (2019-2029). Along with this, the pricing analysis of the call centre market at the regional level has been provided in this section. This section also elaborates the global market volume analysis and forecast for the call centre market between the forecast periods of 2019-2029.

This chapter explains the key macro-economic factors that are expected to influence the growth of the call centre market over the forecast period. Along with the macroeconomic factors, this section also highlights the value chain, supply chain, forecast factors, Porter’s five forces analysis, and value chain analysis of the call centre market. Moreover, in-depth information about the market dynamics and their impact analysis on the market have been provided in the successive section.

Based on the Component, the call centre market is segmented into software/solutions, and services. In this chapter, readers can find information about the key trends and developments in the call centre market and market attractiveness analysis based on the component.

Based on the verticals, the call centre market is segmented into BFSI, IT & telecom, retail & consumer goods, media & entertainment, government, healthcare, travel & hospitality, and others. In this chapter, readers can find information about the developments and key trends in the call centre market.

This chapter provides details about the call centre market based on the deployment, and has been classified into service cloud, commerce cloud, app cloud, marketing cloud, sales cloud, and analytics. In this chapter, readers can understand the market attractive analysis based on the deployment.

This chapter explains how the call centre market will grow across various geographic regions such as North America, Latin America, Europe, East Asia, South Asia, and Middle East & Africa.

This chapter includes a detailed analysis of the growth of the North America call centre market, along with a country-wise assessment that includes the U.S. and Canada. Readers can also find the regional trends, and market growth based on the segments and countries in North America.

This chapter provides the growth scenario of the call centre market in Latin American countries such as Brazil, Mexico, and the Rest of Latin America. Along with this, assessment of the market across target segments has been provided.

Important growth prospects of the call centre market based on its end users in several countries, such as Germany, the UK, France, Spain, Italy, Russia, NORDIC, BENELUX, and the Rest of Europe, are included in this chapter.

This chapter provides the growth scenario of the call centre market in East Asia countries such as China, Japan, and South Korea.

This chapter highlights the growth of the call centre market in APEJ by focusing on India, ASEAN, Australia & New Zealand, and the rest of South Asia. This section also help readers understand the key factors that are responsible for the growth of the call centre market in South Asia.

This chapter provides information about how the call centre market will grow in major countries in the MEA region, such as GCC Countries, South Africa, North Africa, Turkey, and the Rest of MEA, during the forecast period of 2019-2029.

In this chapter, readers can find detailed information about the tier analysis and market concentration of key players in the call centre market, along with their market presence analysis by region and product portfolio.

In this chapter, readers can find a comprehensive list of all the prominent stakeholders in the call centre market, along with detailed information about each company, which includes the company overview, revenue shares, strategic overview, and recent company developments. Some of the market players featured in the report are IBM Corporation, SAP SE, Genesys, Cisco Systems, Inc., Aspect Software, Five9 Inc., AMEYO, NICE inContact, 8x8, Inc., and Avaya Inc.

This chapter includes a list of acronyms and assumptions that provides a base to the information and statistics included in the call centre market report.

This chapter help readers understand the research methodology followed to obtain various conclusions as well as important qualitative and quantitative information about the call centre market.

How the research was conducted?

Primary Research

  • C - Level Executives
  • Marketing Directors
  • Sales Heads
  • Sales Executives
  • Salesforce Certified Professionals 
  • Salesforce Service Providers
  • IT service providers 
  • Industry Experts
  • End Users
  • Current Market Dynamics and Challenges
  • Market Characteristics
  • Market Performance and Growth Quadrants
  • Competition Structure and Market Structure
  • Strategic Growth Initiatives
  • Near term and long term market growth prospects
  • Market Segment Splits and Authenticity
  • Opinions on market projections and validity of assumptions

Secondary Research

  • Salesforce and Service Providers Alliance Documents and Reports 
  • Annual Reports and Investor Presentations
  • Research Papers
  • Company Press Release 
  • Government Websites and Publications

Primary Interview Splits

Primary Interview Splits call centre market designation

Primary Interview Splits call centre market stakeholder

To Learn More About our Comprehensive Perspective on Call Centre Market,

Get in touch

Harish Tiwari

Global Head - Business Development

Akshay Godge

Client Partner - Global Business Development

COVID -19 : Impact Analysis

Request the coronavirus impact analysis across industries and markets

Request Covid -19 Impact

Our Clients


See how our work makes an impact.

At FMI, we design strategies that are adaptive, impactful, and implementable.

Request Sample Ask An Analyst Request Methodology