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Call Centre Market

Market Insights on Call Centre covering sales outlook, demand forecast & up-to-date key trends

Call Centre Market By Component (Solutions/Software, Services), By Vertical (BFSI, Retail & Consumer Goods, IT & Telecom, Media & Entertainment, Government, Healthcare), By Deployment (On-premise, Cloud-based, Hybrid) & Region - Forecast to 2022 - 2029

Call Centre Market Outlook (2022-2029)

[380 Pages Report] The global call centre market accounts for revenue of US$ 27.1 Bn in 2022, and is projected to attain a market worth of US$ 55.5 Bn by the end of 2029. Demand for call centres is predicted to surge at a high CAGR of 10.8% from 2022 to 2029.

Call Centre Market Size (2022)

US$ 22.2 Bn

Predicted Net Worth (2029)

US$ 47.6 Bn

Projected Growth Rate (2022-2029)

10.8% CAGR

North America Marker Share

38%

Call centres account for 60% of the global customer service market. Lead gen call centres have substantially increased in demand and are expected to have a bright outlook over the coming years.

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How The Market Progressed Till June 2022?

Market statistics

Details

H1,2021 (A)

10.2%

H1, 2022 Projected (P)

10.6%

H1, 2022 Outlook (O)

11.0%

BPS Change: H1,2022 (O)-H1,2022(P)

(+) 39 ↑

BPS Change : H1,2022 (O)-H1,2021(A)

(+) 76 ↑

As per FMI analysis, H1,2022(O)-H1,2022(P) witnessed a growth of 39 BPS points. Companies do not intend to continue their transactional relation with their customers for long-durations. Informing them about upcoming offers, receiving feedback and even finding potential customers have expanded the scope of call centres.

H1,2022(O)-H1,2021(A) witnessed a growth of 76 BPS points. Increase in e-commerce vendors, growth in the number of start-up companies, outsourcing call services by several companies based in North America and Europe to Asian countries have acted as drivers for the call centre market.

Call centres also help companies conduct surveys, research and data collection. This helps companies obtain insights to improve their business. To help patients during COVID-19, help centres for the sole purpose of assisting COVID-19 patients were set up.

Demand Analysis of Call Centres (2014 to 2021) Vs Projected Market Statistics (2022 to 2029)

Contact centres have played a crucial role in customer support in the past few years as companies have increased their focus on providing quality customer support and establishing customer loyalty to keep businesses lucrative. Demand for call centres increased at a high CAGR of 8.9% from 2014 to 2021.

Inbound call centres have seen a substantial increase in demand as brands and businesses are focusing on providing top-notch customer support and are investing in these establishments to cultivate long-lasting customer relationships and strengthen business models.

Call Centre Market Download Report Brochure

Increasing Internet penetration, rising focus on customer support, affordable telecom plans, increasing use of customer relationship management (CRM) technology, rising focus on customer interaction, and customer feedback are some of the major factors influencing the call centre market potential.

The global call centre market is estimated to rise at an impressive CAGR of 10.8% from 2022 to 2029.

What Aspects Could Act in Favour of the Call Centre Industry?

“High Demand from Consumer Goods & BFSI Sectors for Call Centres”

Good customer experience is a key aspect that governs the BFSI and consumer goods industries. These two end-use industries are expected to have high a demand for inbound call centres as well as outbound call centres. Customer experience plays a key role in influencing customers from these industries to choose from multiple institutions and hence driving business revenue.

  • For instance, in February 2022, Qatari Banking firm Dukhan Bank announced the launch of its new personal finance campaign. This campaign is created for new as well as existing customers and can be availed by simply getting in touch with its call centre or other customer support portals.

Similarly, many other firms are leveraging their campaigns just by enabling direct customer interactions through inbound call centres and outbound call centres as well. Some firms are also enlisting services of lead gen call centres to generate leads and expand their business scope.

“Increasing Internet Penetration & Rising Use of Telecom Services to Provide Opportunities for Call Centre Companies”

Increasing digitization across the globe has led to a substantial increase in demand for Internet services from ISPs as well as telecom companies. This has encouraged many telecom companies to set up new call centres and provide services for their customers whenever they see fit or need assistance.

  • For instance, in February 2022, BT and EE telecom specialists have announced a recruitment drive for their new U.K.-based contact centre. This recruitment drive is estimated to hire 1,000 people by April 2022. This is part of an effort to provide better customer support for BT and EE customers.

How is the Call Centre Market Expected to Perform across Regions?

“North America to Dominate Global Contact Centre Demand”

This report analyses market metrics for regions such as North America, Latin America, Europe, East Asia, South Asia & Pacific, and the Middle East & Africa (MEA).

The North America call centre market is anticipated to account for a dominant market share over the forecast period and currently accounts for a market share of 38% in the global landscape. Highly lucrative BFSI industry is expected to propel the call centre market potential in this region.

Increasing business operations in the European region are expected to propel call centre demand in this region. In 2022, the call centre market in Europe accounts for a share of 19.8% in the global industry landscape.

East Asia and South Asia are anticipated to see the expansion of call centres at a high CAGR owing to increasing urbanization in these regions. Increasing Internet penetration and rising need for customer support are expected to fuel demand for call centres in these regions.

In 2022, the call centre market in East Asia and South Asia account for 15.7% and 12.4%, respectively, in the global marketplace.

Accounting for the least share of 6.4%, the MEA call centre market is expected to record a relatively low CAGR than other regions. As urbanization and Internet penetration increase in the region, demand for call centres is expected to pick pace.

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Country-wise Analysis

How Lucrative is the U.S. Call Centre Market?

“Presence of Key Call Centre Companies to Bolster Market Potential”

The U.S. is home to nearly 50% of all call centres in the world and the presence of key call centre providers makes it a highly rewarding market for almost all companies. Increasing use of CRM technologies by companies and high demand from BFSI and consumer goods industries are major factors that are expected to influence market potential in the U.S.

Lead gen call centres are estimated to see an increase in demand in the U.S. as focus on generating quality leads and boosting business development potential bolsters.

Should Call Centre Providers Invest in India Going Forward?

“Low Operational Costs & High Availability of Human Resources in India to Attract Call Centre Vendors”

India is a highly rewarding market for call centres as the nation provides extremely low operational costs and is home to one of the largest working populations in the world. Increasing millennial population, rising focus on customer support, increasing support from the government to increase foreign investments, etc., are factors governing market potential in India.

Call centre phone systems and call centre trackers are expected to see high demand in India over the coming years.

Category-wise Analysis

Which Call Centre Deployment Type is Expected to Be Popular?

“On-premise Call Centre Deployment to Have Dominant Outlook”

On-premise deployment is expected to be preferred in the global call centre market landscape. This type of deployment ensures the data security of clients at their premises and ensures data confidentiality along with better administrative potential. This is largely preferred by large organizations and now is also gaining popularity from SMEs.

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COVID-19 Crisis Impact Survey

In 2020, the world witnessed an outbreak of coronavirus infections which led to a pandemic situation that adversely affected the world economy and caused many markets to topple. However, demand for call centres did perform relatively okay in this period and the market maintained a steady growth rate.

In the post-pandemic era, demand for tracker call centres and call centre phone systems is expected to be high as the market advances at a high CAGR through 2029.

Competitive Landscape

Call centre providers are focusing on providing services to mainly BFSI and consumer goods industries as customer experience is a crucial aspect of their business model. Call centre companies are also focusing on expanding their service coverage across multiple geographies to boost revenue potential.

  • In December 2021, the Department of Agriculture and Animal Husbandry in Jharkhand, India, announced the launch of new contact centres for support services for farmers.

Report Scope

Attribute

Details

Forecast Period

2022-2029

Historical Data Available for

2014-2021

Market Analysis

US$ MN for Value

Key Regions Covered

  • North America
  • Latin America
  • Europe
  • East Asia
  • South Asia & Pacific
  • Middle East & Africa (MEA)

Key Countries Covered

  • United States
  • Canada
  • Brazil
  • Mexico
  • Germany
  • U.K.
  • France
  • Spain
  • Italy
  • China
  • Japan
  • South Korea
  • India
  • Indonesia
  • Malaysia
  • Singapore
  • Australia
  • New Zealand
  • Turkey
  • South Africa
  • and GCC Countries

Key Market Segments Covered

  • Component
  • Deployment
  • Vertical
  • Region

Key Companies Profiled

  • 3CLogic
  • Genesys
  • 8x8 Inc.
  • Cisco Systems Inc.
  • Salesforce Inc.
  • IBM Corporation
  • SAP
  • Aspect Software Inc.
  • Avaya Inc.
  • Five9 Inc.
  • Enghouse Interactive
  • Alcatel-Lucent Enterprise
  • AMEYO
  • NICE inContact
  • Bright Pattern Inc.

Pricing

Available upon Request

Key Segments of Call Centre Industry Survey

Call Centre Market By Component :

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

Call Centre Market By Deployment :

  • On-premise Call Centres
  • Cloud-based Call Centres
  • Hybrid Call Centres

Call Centre Market By Vertical :

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

Call Centre Market By Region :

  • North America Call Centre Market
  • Latin America Call Centre Market
  • Europe Call Centre Market
  • East Asia Call Centre Market
  • South Asia & Pacific Call Centre Market
  • Middle East & Africa (MEA) Call Centre Market

Frequently Asked Questions

In 2022, the global call centre market stands at a valuation of US$ 27.1 Bn.

Some of the major market players operating in the call centre industry are 3CLogic, Genesys, 8x8 Inc., Cisco Systems Inc., Salesforce Inc., IBM Corporation, SAP, and Aspect Software Inc.

The global call centre market is anticipated to evolve at a high CAGR of 10.8% from 2022 to 2029.

The global market is projected to reach US$ 55.5 Bn by 2029.

Increasing use of CRM technology and rising demand from BFSI and consumer goods sectors are major trends in the call centre space.

Table of Content

1. Executive Summary

    1.1. Global Market Outlook

    1.2. Demand Side Trends

    1.3. Supply Side Trends

    1.4. Analysis and Recommendations

2. Market Overview

    2.1. Market Coverage / Taxonomy

    2.2. Market Definition / Scope / Limitations

3. Key Market Trends

    3.1. Key Trends Impacting the Market

    3.2. Innovation / Development Trends

4. Global Call Centre Market Demand (in Value in US$ Mn) Analysis 2014-2021 and Forecast, 2022-2029

    4.1. Historical Market Value (US$ Mn) Analysis, 2014-2021

    4.2. Current and Future Market Value (US$ Mn) Projections, 2022-2029

        4.2.1. Y-o-Y Growth Trend Analysis

        4.2.2. Absolute $ Opportunity Analysis

5. Market Background

    5.1. Macro-Economic Factors

    5.2. Forecast Factors - Relevance & Impact

    5.3. Value Chain

    5.4. Market Dynamics

        5.4.1. Drivers

        5.4.2. Restraints

        5.4.3. Opportunities

6. Global Call Centre Market Analysis 2014-2021 and Forecast 2022-2029, by Component 

    6.1. Introduction / Key Findings

    6.2. Historical Market Size (US$ Mn) and Volume (‘000 Units) Analysis By Component, 2014 - 2021

    6.3. Current and Future Market Size (US$ Mn) and Volume (‘000 Units) Analysis and Forecast By Component, 2022 - 2029

        6.3.1. Solution/Software 

            6.3.1.1. Automatic Call Distributor 

            6.3.1.2. Interactive Voice Response 

            6.3.1.3. Intelligent Call Routing 

            6.3.1.4. Computer Telephony Integration (CTI) Software

            6.3.1.5. Reporting & Analytics 

            6.3.1.6. Intelligent Virtual Assistant

            6.3.1.7. Call Center Workforce Optimization 

        6.3.2. Services 

            6.3.2.1. Professional Services 

                6.3.2.1.1. Consulting & Training 

                6.3.2.1.2. Integration & Deployment 

                6.3.2.1.3. Support & Maintenance 

            6.3.2.2. Managed Services

    6.4. Market Attractiveness Analysis By Component

7. Global Call Centre Market Analysis 2014-2021 and Forecast 2022-2029, by Deployment

    7.1. Introduction / Key Findings

    7.2. Historical Market Size (US$ Mn) Analysis By Deployment, 2014 - 2021

    7.3. Current and Future Market Size (US$ Mn) Analysis and Forecast By Deployment, 2022 - 2029

        7.3.1. On-premises 

        7.3.2. Cloud-based 

        7.3.3. Hybrid

    7.4. Market Attractiveness Analysis By Deployment

8. Global Call Centre Market Analysis 2014-2021 and Forecast 2022-2029, by Vertical

    8.1. Introduction / Key Findings

    8.2. Historical Market Size (US$ Mn) Analysis By Vertical, 2014 - 2021

    8.3. Current and Future Market Size (US$ Mn) Analysis and Forecast By Vertical, 2022 - 2029

        8.3.1. BFSI 

        8.3.2. Retail & Consumer Goods 

        8.3.3. IT & Telecom 

        8.3.4. Media & Entertainment 

        8.3.5. Government 

        8.3.6. Healthcare 

        8.3.7. Travel & Hospitality 

        8.3.8. Others

    8.4. Market Attractiveness Analysis By Vertical

9. Global Call Centre Market Analysis 2014-2021 and Forecast 2022-2029, by Region

    9.1. Introduction / Key Findings

    9.2. Historical Market Size (US$ Mn) Analysis By Region, 2014 - 2021

    9.3. Current Market Size (US$ Mn) Analysis and Forecast By Region, 2022 - 2029

        9.3.1. North America

        9.3.2. Latin America

        9.3.3. Europe

        9.3.4. East Asia

        9.3.5. South Asia & Pacific

        9.3.6. Middle East & Africa

    9.4. Market Attractiveness Analysis By Region

10. North America Call Centre Market Analysis 2014-2021 and Forecast 2022-2029

    10.1. Introduction

    10.2. Historical Market Size (US$ Mn) Trend Analysis By Market Taxonomy, 2014 - 2021

    10.3. Market Size (US$ Mn) Forecast By Market Taxonomy, 2022 - 2029

        10.3.1. By Component

        10.3.2. By Deployment

        10.3.3. By Vertical

        10.3.4. By Application

        10.3.5. By Country

            10.3.5.1. U.S.

            10.3.5.2. Canada

    10.4. Market Attractiveness Analysis

        10.4.1. By Component

        10.4.2. By Deployment

        10.4.3. By Vertical

        10.4.4. By Application

        10.4.5. By Country

    10.5. Market Trends

    10.6. Key Market Participants - Intensity Mapping

11. Latin America Call Centre Market Analysis 2014-2021 and Forecast 2022-2029

    11.1. Introduction

    11.2. Historical Market Size (US$ Mn) Trend Analysis By Market Taxonomy, 2014 - 2021

    11.3. Market Size (US$ Mn) Forecast By Market Taxonomy, 2022 - 2029

        11.3.1. By Component

        11.3.2. By Deployment

        11.3.3. By Vertical

        11.3.4. By Country

            11.3.4.1. Brazil

            11.3.4.2. Mexico

            11.3.4.3. Rest of Latin America

    11.4. Market Attractiveness Analysis

        11.4.1. By Component

        11.4.2. By Deployment

        11.4.3. By Vertical

        11.4.4. By Country

    11.5. Market Trends

    11.6. Key Market Participants - Intensity Mapping

12. Europe Call Centre Market Analysis 2014-2021 and Forecast 2022-2029

    12.1. Introduction

    12.2. Historical Market Size (US$ Mn) Trend Analysis By Market Taxonomy, 2014 - 2021

    12.3. Market Size (US$ Mn) Forecast By Market Taxonomy, 2022 - 2029

        12.3.1. By Component

        12.3.2. By Deployment

        12.3.3. By Vertical

        12.3.4. By Country

            12.3.4.1. Germany

            12.3.4.2. Italy

            12.3.4.3. France

            12.3.4.4. U.K.

            12.3.4.5. Spain

            12.3.4.6. BENELUX

            12.3.4.7. Russia

            12.3.4.8. Rest of Europe

    12.4. Market Attractiveness Analysis

        12.4.1. By Component

        12.4.2. By Deployment

        12.4.3. By Vertical

        12.4.4. By Country

    12.5. Market Trends

    12.6. Key Market Participants - Intensity Mapping

13. South Asia & Pacific Call Centre Market Analysis 2014-2021 and Forecast 2022-2029

    13.1. Introduction

    13.2. Historical Market Size (US$ Mn) Trend Analysis By Market Taxonomy, 2014 - 2021

    13.3. Market Size (US$ Mn) Forecast By Market Taxonomy, 2022 - 2029

        13.3.1. By Component

        13.3.2. By Deployment

        13.3.3. By Vertical

        13.3.4. By Country

            13.3.4.1. India

            13.3.4.2. Thailand

            13.3.4.3. Indonesia

            13.3.4.4. Malaysia

            13.3.4.5. Australia & New Zealand

            13.3.4.6. Rest of South Asia & Pacific

    13.4. Market Attractiveness Analysis

        13.4.1. By Component

        13.4.2. By Deployment

        13.4.3. By Vertical

        13.4.4. By Country

    13.5. Market Trends

    13.6. Key Market Participants - Intensity Mapping

14. East Asia Call Centre Market Analysis 2014-2021 and Forecast 2022-2029

    14.1. Introduction

    14.2. Historical Market Size (US$ Mn) Trend Analysis By Market Taxonomy, 2014 - 2021

    14.3. Market Size (US$ Mn) Forecast By Market Taxonomy, 2022 - 2029

        14.3.1. By Component

        14.3.2. By Deployment

        14.3.3. By Vertical

        14.3.4. By Country

            14.3.4.1. China

            14.3.4.2. Japan 

            14.3.4.3. South Korea 

    14.4. Market Attractiveness Analysis

        14.4.1. By Component

        14.4.2. By Deployment

        14.4.3. By Vertical

        14.4.4. By Country

    14.5. Market Trends

    14.6. Key Market Participants - Intensity Mapping

15. Middle East and Africa Call Centre Market Analysis 2014-2021 and Forecast 2022-2029

    15.1. Introduction

    15.2. Historical Market Size (US$ Mn) Trend Analysis By Market Taxonomy, 2014 - 2021

    15.3. Market Size (US$ Mn) Forecast By Market Taxonomy, 2022 - 2029

        15.3.1. By Component

        15.3.2. By Deployment

        15.3.3. By Vertical

        15.3.4. By Country

            15.3.4.1. GCC Countries

            15.3.4.2. Turkey

            15.3.4.3. Northern Africa

            15.3.4.4. South Africa

            15.3.4.5. Rest of Middle East and Africa

    15.4. Market Attractiveness Analysis

        15.4.1. By Component

        15.4.2. By Deployment

        15.4.3. By Vertical

        15.4.4. By Country

    15.5. Market Trends

    15.6. Key Market Participants - Intensity Mapping

16. Key and Emerging Countries Analysis- Call Centre Market

    16.1. U.S. Call Centre Market Analysis

        16.1.1. By Component

        16.1.2. By Deployment

        16.1.3. By Vertical

    16.2. Canada Call Centre Market Analysis

        16.2.1. By Component

        16.2.2. By Deployment

        16.2.3. By Vertical

    16.3. Mexico Call Centre Market Analysis

        16.3.1. By Component

        16.3.2. By Deployment

        16.3.3. By Vertical

    16.4. Brazil Call Centre Market Analysis

        16.4.1. By Component

        16.4.2. By Deployment

        16.4.3. By Vertical

    16.5. Germany Call Centre Market Analysis

        16.5.1. By Component

        16.5.2. By Deployment

        16.5.3. By Vertical

    16.6. Italy Call Centre Market Analysis

        16.6.1. By Component

        16.6.2. By Deployment

        16.6.3. By Vertical

    16.7. France Call Centre Market Analysis

        16.7.1. By Component

        16.7.2. By Deployment

        16.7.3. By Vertical

    16.8. U.K. Call Centre Market Analysis

        16.8.1. By Component

        16.8.2. By Deployment

        16.8.3. By Vertical

    16.9. Spain Call Centre Market Analysis

        16.9.1. By Component

        16.9.2. By Deployment

        16.9.3. By Vertical

    16.10. BENELUX Call Centre Market Analysis

        16.10.1. By Component

        16.10.2. By Deployment

        16.10.3. By Vertical

    16.11. Russia Call Centre Market Analysis

        16.11.1. By Component

        16.11.2. By Deployment

        16.11.3. By Vertical

    16.12. China Call Centre Market Analysis

        16.12.1. By Component

        16.12.2. By Deployment

        16.12.3. By Vertical

    16.13. Japan Call Centre Market Analysis

        16.13.1. By Component

        16.13.2. By Deployment

        16.13.3. By Vertical

    16.14. South Korea Call Centre Market Analysis

        16.14.1. By Component

        16.14.2. By Deployment

        16.14.3. By Vertical

    16.15. India Call Centre Market Analysis

        16.15.1. By Component

        16.15.2. By Deployment

        16.15.3. By Vertical

    16.16. ASEAN Call Centre Market Analysis

        16.16.1. By Component

        16.16.2. By Deployment

        16.16.3. By Vertical

    16.17. Australia and New Zealand Call Centre Market Analysis

        16.17.1. By Component

        16.17.2. By Deployment

        16.17.3. By Vertical

    16.18. GCC Countries Call Centre Market Analysis

        16.18.1. By Component

        16.18.2. By Deployment

        16.18.3. By Vertical

    16.19. Turkey Call Centre Market Analysis

        16.19.1. By Component

        16.19.2. By Deployment

        16.19.3. By Vertical

    16.20. South Africa Call Centre Market Analysis

        16.20.1. By Component

        16.20.2. By Deployment

        16.20.3. By Vertical

17. Market Structure Analysis

    17.1. Market Analysis by Tier of Companies 

    17.2. Market Concentration

    17.3. Market Share Analysis of Top Players

    17.4. Market Presence Analysis

        17.4.1. Regional footprint by Players

        17.4.2. Product footprint by Players

        17.4.3. Channel footprint by Players

18. Competition Analysis

    18.1. Competition Dashboard

    18.2. Pricing Analysis by Competition

    18.3. Competition Benchmarking

    18.4. Competition Deep Dive 

        18.4.1. 3CLogic

            18.4.1.1. Business Overview

            18.4.1.2. Product Portfolio

            18.4.1.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.1.4. Sales Footprint

            18.4.1.5. Strategy Overview

                18.4.1.5.1. Marketing Strategy

                18.4.1.5.2. Product Strategy

                18.4.1.5.3. Channel Strategy

        18.4.2. Genesys

            18.4.2.1. Business Overview

            18.4.2.2. Product Portfolio

            18.4.2.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.2.4. Sales Footprint

            18.4.2.5. Strategy Overview

                18.4.2.5.1. Marketing Strategy

                18.4.2.5.2. Product Strategy

                18.4.2.5.3. Channel Strategy

        18.4.3. 8x8, Inc.

            18.4.3.1. Business Overview

            18.4.3.2. Product Portfolio

            18.4.3.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.3.4. Sales Footprint

            18.4.3.5. Strategy Overview

                18.4.3.5.1. Marketing Strategy

                18.4.3.5.2. Product Strategy

                18.4.3.5.3. Channel Strategy

        18.4.4. Cisco Systems, Inc.

            18.4.4.1. Business Overview

            18.4.4.2. Product Portfolio

            18.4.4.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.4.4. Sales Footprint

            18.4.4.5. Strategy Overview

                18.4.4.5.1. Marketing Strategy

                18.4.4.5.2. Product Strategy

                18.4.4.5.3. Channel Strategy

        18.4.5. Salesforce.com, Inc.

            18.4.5.1. Business Overview

            18.4.5.2. Product Portfolio

            18.4.5.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.5.4. Sales Footprint

            18.4.5.5. Strategy Overview

                18.4.5.5.1. Marketing Strategy

                18.4.5.5.2. Product Strategy

                18.4.5.5.3. Channel Strategy

        18.4.6. IBM Corporation

            18.4.6.1. Business Overview

            18.4.6.2. Product Portfolio

            18.4.6.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.6.4. Sales Footprint

            18.4.6.5. Strategy Overview

                18.4.6.5.1. Marketing Strategy

                18.4.6.5.2. Product Strategy

                18.4.6.5.3. Channel Strategy

        18.4.7. SAP

            18.4.7.1. Business Overview

            18.4.7.2. Product Portfolio

            18.4.7.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.7.4. Sales Footprint

            18.4.7.5. Strategy Overview

                18.4.7.5.1. Marketing Strategy

                18.4.7.5.2. Product Strategy

                18.4.7.5.3. Channel Strategy

        18.4.8. Aspect Software, Inc.

            18.4.8.1. Business Overview

            18.4.8.2. Product Portfolio

            18.4.8.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.8.4. Sales Footprint

            18.4.8.5. Strategy Overview

                18.4.8.5.1. Marketing Strategy

                18.4.8.5.2. Product Strategy

                18.4.8.5.3. Channel Strategy

        18.4.9. Avaya Inc.

            18.4.9.1. Business Overview

            18.4.9.2. Product Portfolio

            18.4.9.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.9.4. Sales Footprint

            18.4.9.5. Strategy Overview

                18.4.9.5.1. Marketing Strategy

                18.4.9.5.2. Product Strategy

                18.4.9.5.3. Channel Strategy

        18.4.10. Five9 Inc.

            18.4.10.1. Business Overview

            18.4.10.2. Product Portfolio

            18.4.10.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.10.4. Sales Footprint

            18.4.10.5. Strategy Overview

                18.4.10.5.1. Marketing Strategy

                18.4.10.5.2. Product Strategy

                18.4.10.5.3. Channel Strategy

        18.4.11. Enghouse Interactive.

            18.4.11.1. Business Overview

            18.4.11.2. Product Portfolio

            18.4.11.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.11.4. Sales Footprint

            18.4.11.5. Strategy Overview

                18.4.11.5.1. Marketing Strategy

                18.4.11.5.2. Product Strategy

                18.4.11.5.3. Channel Strategy

        18.4.12. Alcatel-Lucent Enterprise

            18.4.12.1. Business Overview

            18.4.12.2. Product Portfolio

            18.4.12.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.12.4. Sales Footprint

            18.4.12.5. Strategy Overview

                18.4.12.5.1. Marketing Strategy

                18.4.12.5.2. Product Strategy

                18.4.12.5.3. Channel Strategy

        18.4.13. AMEYO 

            18.4.13.1. Business Overview

            18.4.13.2. Product Portfolio

            18.4.13.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.13.4. Sales Footprint

            18.4.13.5. Strategy Overview

                18.4.13.5.1. Marketing Strategy

                18.4.13.5.2. Product Strategy

                18.4.13.5.3. Channel Strategy

        18.4.14. NICE inContact

            18.4.14.1. Business Overview

            18.4.14.2. Product Portfolio

            18.4.14.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.14.4. Sales Footprint

            18.4.14.5. Strategy Overview

                18.4.14.5.1. Marketing Strategy

                18.4.14.5.2. Product Strategy

                18.4.14.5.3. Channel Strategy

        18.4.15. Bright Pattern, Inc.

            18.4.15.1. Business Overview

            18.4.15.2. Product Portfolio

            18.4.15.3. Profitability by Market Segments (Product/Channel/Region)

            18.4.15.4. Sales Footprint

            18.4.15.5. Strategy Overview

                18.4.15.5.1. Marketing Strategy

                18.4.15.5.2. Product Strategy

                18.4.15.5.3. Channel Strategy

19. Assumptions and Acronyms Used

20. Research Methodology

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List of Tables

Table 01: Global Call Centre Market Size (US$ Mn) Forecast by Component, 2014 - 2029

Table 02: Global Call Centre Market Size (US$ Mn) Forecast by Deployment, 2014 - 2029

Table 03: Global Call Centre Market Size (US$ Mn) Forecast by Vertical, 2014 - 2029

Table 04: Global Call Centre Market Size (US$ Mn) Forecast by Region, 2014 - 2029

Table 05: North America Call Centre Market Size (US$ Mn) Forecast by Country, 2014 - 2029

Table 06: North America Call Centre Market Size (US$ Mn) Forecast by Component, 2014 - 2029 

Table 07: North America Call Centre Market Size (US$ Mn) Forecast by Deployment, 2014 - 2029

Table 08: North America Call Centre Market Size (US$ Mn) Forecast by Vertical, 2014 - 2029

Table 09: Latin America Call Centre Market Size (US$ Mn) Forecast by Country, 2014 - 2029

Table 10: Latin America Call Centre Market Size (US$ Mn) Forecast by Component, 2014 - 2029 

Table 11: Latin America Call Centre Market Size (US$ Mn) Forecast by Deployment, 2014 - 2029

Table 12: Latin America Call Centre Market Size (US$ Mn) Forecast by Vertical, 2014 - 2029

Table 13: Europe Call Centre Market Size (US$ Mn) Forecast by Country, 2014 - 2029

Table 14: Europe Call Centre Market Size (US$ Mn) Forecast by Component, 2014 - 2029

Table 15: Europe Call Centre Market Size (US$ Mn) Forecast by Deployment, 2014 - 2029

Table 16: Europe Call Centre Market Size (US$ Mn) Forecast by Vertical, 2014 - 2029

Table 17: East Asia Call Centre Market Size (US$ Mn) Forecast by Country, 2014 - 2029

Table 18: East Asia Call Centre Market Size (US$ Mn) Forecast by Component, 2014 - 2029 

Table 19: East Asia Call Centre Market Size (US$ Mn) Forecast by Deployment, 2014 - 2029

Table 20: East Asia Call Centre Market Size (US$ Mn) Forecast by Vertical, 2014 - 2029

Table 21: South Asia & Pacific Call Centre Market Size (US$ Mn) Forecast by Country, 2014 - 2029

Table 22: South Asia & Pacific Call Centre Market Size (US$ Mn) Forecast by Component, 2014 - 2029 

Table 23: South Asia & Pacific Call Centre Market Size (US$ Mn) Forecast by Deployment, 2014 - 2029

Table 24: South Asia & Pacific Call Centre Market Size (US$ Mn) Forecast by Vertical, 2014 - 2029

Table 25: Middle East & Africa Call Centre Market Size (US$ Mn) Forecast by Country, 2014 - 2029

Table 26: Middle East & Africa Call Centre Market Size (US$ Mn) Forecast by Component, 2014 - 2029 

Table 27: Middle East & Africa Call Centre Market Size (US$ Mn) Forecast by Deployment, 2014 - 2029

Table 28: Middle East & Africa Call Centre Market Size (US$ Mn) Forecast by Vertical, 2014 - 2029

Sudip Saha
Principal Consultant
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List of Charts

Figure 01: Global Call Centre Market Absolute $ Opportunity Analysis, 2022 - 2029

Figure 02: Global Call Centre Market Size and Y-o-Y Growth Rate From 2022 - 2029

Figure 03: Global Call Centre Market Value (US$ Mn), 2014-2021

Figure 04: Global Call Centre Market Value (US$ Mn), 2022 - 2029

Figure 05: Global Call Centre Market: BPS Analysis by Component - 2022 & 2029

Figure 06: Global Call Centre Market: Y-o-Y Growth Comparison by Component, 2022 - 2029

Figure 07: Global Call Centre Market: Market Attractiveness by Component 

Figure 08: Global Call Centre Market: BPS Analysis by Deployment - 2022 & 2029

Figure 09: Global Call Centre Market: Y-o-Y Growth Comparison by Deployment, 2022 - 2029

Figure 10: Global Call Centre Market: Market Attractiveness by Deployment

Figure 11: Global Call Centre Market: BPS Analysis by Vertical - 2022 & 2029

Figure 12: Global Call Centre Market: Y-o-Y Growth Comparison by Vertical, 2022 - 2029

Figure 13: Global Call Centre Market: Market Attractiveness by Vertical 

Figure 14: Global Call Centre Market: BPS Analysis by Region - 2022 & 2029

Figure 15: Global Call Centre Market: Y-o-Y Growth Comparison by Region, 2022 - 2029

Figure 16: Global Call Centre Market: Market Attractiveness by Region

Figure 17: North America Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 - 2029

Figure 18: Latin America Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 - 2029

Figure 19: Europe Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 - 2029

Figure 20: East Asia Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 - 2029

Figure 21: South Asia & Pacific Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 - 2029

Figure 22: Middle East and Africa Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 - 2029

Figure 23: North America Call Centre Market Value (US$ Mn), 2014-2021

Figure 24: North America Call Centre Market Value (US$ Mn), 2022 - 2029

Figure 25: North America Call Centre Market: BPS Analysis by Country - 2022 & 2029

Figure 26: North America Call Centre Market: Y-o-Y Growth Comparison by Country, 2022 - 2029

Figure 27: North America Call Centre Market: Market Attractiveness by Country

Figure 28: U.S. Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 - 2029

Figure 29: Canada Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 - 2029

Figure 30: North America Call Centre Market: BPS Analysis by Component  - 2022 & 2029

Figure 31: North America Call Centre Market: Y-o-Y Growth Comparison by Component, 2022 - 2029

Figure 32: North America Call Centre Market: Market Attractiveness by Component 

Figure 33: North America Call Centre Market: BPS Analysis by Deployment- 2022 & 2029

Figure 34: North America Call Centre Market: Y-o-Y Growth Comparison by Deployment, 2022 - 2029

Figure 35: North America Call Centre Market: Market Attractiveness by Deployment

Figure 36: North America Call Centre Market: BPS Analysis by Vertical - 2022 & 2029

Figure 37: North America Call Centre Market: Y-o-Y Growth Comparison by Vertical, 2022 - 2029

Figure 38: North America Call Centre Market: Market Attractiveness by Vertical 

Figure 39: Latin America Call Centre Market Value (US$ Mn), 2014-2021

Figure 40: Latin America Call Centre Market Value (US$ Mn), 2022 - 2029

Figure 41: Latin America Call Centre Market: BPS Analysis by Country - 2022 & 2029

Figure 42: Latin America Call Centre Market: Y-o-Y Growth Comparison by Country, 2022 - 2029

Figure 43: Latin America Call Centre Market: Market Attractiveness by Country

Figure 44: Brazil Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 - 2029

Figure 45: Mexico Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 - 2029

Figure 46: Rest of Latin America Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 - 2029

Figure 47: Latin America Call Centre Market: BPS Analysis by Component - 2022 & 2029

Figure 48: Latin America Call Centre Market: Y-o-Y Growth Comparison by Component, 2022 - 2029

Figure 49: Latin America Call Centre Market: Market Attractiveness by Component 

Figure 50: Latin America Call Centre Market: BPS Analysis by Deployment- 2022 & 2029

Figure 51: Latin America Call Centre Market: Y-o-Y Growth Comparison by Deployment, 2022 - 2029

Figure 52: Latin America Call Centre Market: Market Attractiveness by Deployment

Figure 53: Latin America Call Centre Market: BPS Analysis by Vertical - 2022 & 2029

Figure 54: Latin America Call Centre Market: Y-o-Y Growth Comparison by Vertical, 2022 - 2029

Figure 55: Latin America Call Centre Market: Market Attractiveness by Vertical 

Figure 56: Europe Call Centre Market Value (US$ Mn), 2014-2021

Figure 57: Europe Call Centre Market Value (US$ Mn), 2022 - 2029

Figure 58: Europe Call Centre Market: BPS Analysis by Country – 2022 & 2029

Figure 59: Europe Call Centre Market: Y-o-Y Growth Comparison by Country, 2022 - 2029

Figure 60: Europe Call Centre Market: Market Attractiveness by Country

Figure 61: Germany Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 62: U.K. Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 63: France Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 64: BENELUX Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 65: NORDIC Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 66: Spain Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 67: Italy Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 68: Russia Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 69: Rest of Europe Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 70: Europe Call Centre Market: BPS Analysis by Component – 2022 & 2029

Figure 71: Europe Call Centre Market: Y-o-Y Growth Comparison by Component, 2022 - 2029

Figure 72: Europe Call Centre Market: Market Attractiveness by Component 

Figure 73: Europe Call Centre Market: BPS Analysis by Deployment– 2022 & 2029

Figure 74: Europe Call Centre Market: Y-o-Y Growth Comparison by Deployment, 2022 - 2029

Figure 75: Europe Call Centre Market: Market Attractiveness by Deployment

Figure 76: Europe Call Centre Market: BPS Analysis by Vertical – 2022 & 2029

Figure 77: Europe Call Centre Market: Y-o-Y Growth Comparison by Vertical, 2022 - 2029

Figure 78: Europe Call Centre Market: Market Attractiveness by Vertical 

Figure 79: East Asia Call Centre Market Value (US$ Mn), 2014-2021

Figure 80: East Asia Call Centre Market Value (US$ Mn), 2022 - 2029

Figure 81: East Asia Call Centre Market: BPS Analysis by Country – 2022 & 2029

Figure 82: East Asia Call Centre Market: Y-o-Y Growth Comparison by Country, 2022 - 2029

Figure 83: East Asia Call Centre Market: Market Attractiveness by Country

Figure 84: China Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 85: Japan Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 86: South Korea Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 87: East Asia Call Centre Market: BPS Analysis by Component – 2022 & 2029

Figure 88: East Asia Call Centre Market: Y-o-Y Growth Comparison by Component, 2022 - 2029

Figure 89: East Asia Call Centre Market: Market Attractiveness by Component 

Figure 90: East Asia Call Centre Market: BPS Analysis by Deployment– 2022 & 2029

Figure 91: East Asia Call Centre Market: Y-o-Y Growth Comparison by Deployment, 2022 - 2029

Figure 92: East Asia Call Centre Market: Market Attractiveness by Deployment

Figure 93: East Asia Call Centre Market: BPS Analysis by Vertical – 2022 & 2029

Figure 94: East Asia Call Centre Market: Y-o-Y Growth Comparison by Vertical, 2022 - 2029

Figure 95: East Asia Call Centre Market: Market Attractiveness by Vertical 

Figure 96: South Asia & Pacific Call Centre Market Value (US$ Mn), 2014-2021

Figure 97: South Asia & Pacific Call Centre Market Value (US$ Mn), 2022 - 2029

Figure 98: South Asia & Pacific Call Centre Market: BPS Analysis by Country – 2022 & 2029

Figure 99: South Asia & Pacific Call Centre Market: Y-o-Y Growth Comparison by Country, 2022 - 2029

Figure 100: South Asia & Pacific Call Centre Market: Market Attractiveness by Country

Figure 101: India Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 102: Malaysia Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 103: Indonesia Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 104: Australia & New Zealand Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 105: Rest of South Asia & Pacific Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 106: South Asia & Pacific Call Centre Market: BPS Analysis by Component – 2022 & 2029

Figure 107: South Asia & Pacific Call Centre Market: Y-o-Y Growth Comparison by Component, 2022 - 2029

Figure 108: South Asia & Pacific Call Centre Market: Market Attractiveness by Component 

Figure 109: South Asia & Pacific Call Centre Market: BPS Analysis by Deployment– 2022 & 2029

Figure 110: South Asia & Pacific Call Centre Market: Y-o-Y Growth Comparison by Deployment, 2022 - 2029

Figure 111: South Asia & Pacific Call Centre Market: Market Attractiveness by Deployment

Figure 112: South Asia & Pacific Call Centre Market: BPS Analysis by Vertical – 2022 & 2029

Figure 113: South Asia & Pacific Call Centre Market: Y-o-Y Growth Comparison by Vertical, 2022 - 2029

Figure 114: South Asia & Pacific Call Centre Market: Market Attractiveness by Vertical  

Figure 115: Middle East & Africa Call Centre Market Value (US$ Mn), 2014-2021

Figure 116: Middle East & Africa Call Centre Market Value (US$ Mn), 2022 - 2029

Figure 117: Middle East & Africa Call Centre Market: BPS Analysis by Country – 2022 & 2029

Figure 118: Middle East & Africa Call Centre Market: Y-o-Y Growth Comparison by Country, 2022 - 2029

Figure 119: Middle East & Africa Call Centre Market: Market Attractiveness by Country

Figure 120: GCC Countries Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 121: North Africa Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 122: South Africa Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 123: Turkey Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 124: Rest of MEA Call Centre Market Absolute $ Opportunity (US$ Mn), 2014 – 2029

Figure 125: Middle East & Africa Call Centre Market: BPS Analysis by Component - 2022 & 2029

Figure 126: Middle East & Africa Call Centre Market: Y-o-Y Growth Comparison by Component, 2022 - 2029

Figure 127: Middle East & Africa Call Centre Market: Market Attractiveness by Component 

Figure 128: Middle East & Africa Call Centre Market: BPS Analysis by Deployment- 2022 & 2029

Figure 129: Middle East & Africa Call Centre Market: Y-o-Y Growth Comparison by Deployment, 2022 - 2029

Figure 130: Middle East & Africa Call Centre Market: Market Attractiveness by Deployment

Figure 131: Middle East & Africa Call Centre Market: BPS Analysis by Vertical - 2022 & 2029

Figure 132: Middle East & Africa Call Centre Market: Y-o-Y Growth Comparison by Vertical, 2022 - 2029

Figure 133: Middle East & Africa Call Centre Market: Market Attractiveness by Vertical

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