Contact Center Transformation Market Size, Share, Trends, Growth, Production, Consumption, Revenue, Company Analysis and Forecast 2021-2028

Published Date : Dec 2020 | No. of Pages : 250 Pages | Category : ICT

The global Contact Center Transformation market size is expected to be worth around US$ 35.18 billion by 2028, according to a new report by Vision Research Reports.

The global Contact Center Transformation market size was valued at US$ 12.63 billion in 2020 and is anticipated to grow at a CAGR of 14.3% during forecast period 2021 to 2028.

Growth Factors

The contact center transformation solutions are allowing agents to efficiently up-sell and cross-sell products in addition to effectively handling a service call. Businesses are widely deploying intelligent call-routing technology as this technology is helping them in prioritizing calls based on the customer profile and agent skills.

Increasing trend of monitoring business brand on social media channels is expected to fuel the adoption of contact center transformation solutions by businesses. Also, businesses are integrating their operations to support customers over social media channels. This social media channel support offered by businesses is helping customers in their buying decisions.

There is an increasing need to drill out actionable insights from information collected by contact centers. Contact center transformation solutions are helping businesses in propelling sales by offering actionable insights for better customer experience. In addition, these solutions also help businesses in forecasting call volumes and scheduling call-handling skilled agents.

Report Highlights

The workforce engagement segment dominated the market and accounted for more than 20.01% share of the global revenue in 2019. The workforce engagement segment is expected to continue its dominance over the forecast period owing to the increasing need for optimizing workplace efficiency on both enterprise and employee levels. Contact centers are integrating workforce engagement solutions to cut operational costs and schedule the right agents at the right times to improve sales and overall company efficiency. Numerous businesses implement these solutions to handle staffing, forecasting, and staff monitoring needs of the businesses.

The integration and deployment segment led the market and accounted for more than a 34% share of the global revenue in 2019. The integration and deployment segment dominated the contact center transformation market, owing to the increasing shift among businesses towards transforming from their legacy systems into cloud-based systems. Numerous businesses are significantly investing in cloud application integration of their contact center operations. Also, integration and deployment service providers ensure easy call integration with the helpdesk, CRM, analytics, and auto-dialer solutions for their clients.

The on-premise segment held the largest revenue share of over 61% in 2019 and is expected to expand at a CAGR of over 10% from 2020 to 2027. Businesses are opting for an on-premise mode of deployment since all hardware and software required to operate and maintain a contact center is located at the business infrastructure or property. However, many on-premise systems are running on outdated infrastructure and technology. This infrastructure can’t keep up with the disruptive changes in consumer behavior. As a result, businesses are shifting their operations to the cloud-based platform.

The large enterprise segment led the market with a revenue share of over 54% in 2019 and is expected to expand at a CAGR of over 11.0% from 2020 to 2027. The large enterprise segment dominated the market, owing to the increased adoption of contact center transformation solutions for support, feedback, service, and marketing functions. Several providers are focusing on designing highly scalable and cluster-based customer engagement solutions for large enterprises. These solutions can scale easily over 1,000 agents with the multi-channel facility of chat, voice, SMS, social media interface, and email for an improved customer engagement experience.

The BFSI segment dominated the market and accounted for more than 25.01% share of the global revenue in 2019. The BFSI segment is expected to dominate the market over the forecast period owing to the increased adoption of contact center transformation solutions to offer first call resolutions for customer service requests. These solutions offer the BFSI industry with cost-effective and robust support for outbound and inbound communication with customers through; live chat support, SMS, voice support, email management, and IVR, among others. Moreover, these solutions help BFSI institutions in streamlining data collections, improving digital sales, and offering superior customer experience.

North American dominated the market for contact center transformation and accounted for over 30.01% share of global revenue in 2019. In the North America region, businesses have rapidly adopted and invested in emerging technologies, such as cloud platforms, big data, and analytics. In addition, there has been a growing demand among businesses to increase their overall business productivity by optimizing outbound and inbound operations in the region. Moreover, the presence of a large number of contact centers in the region is further expected to create growth opportunities for the regional market.

Key Players

  • Aculab

  • AGC Networks Ltd.

  • AT&T Inc.

  • Cisco Systems, Inc.

  • Five9, Inc.

  • Genesys

  • Metaswitch Networks

  • Mitel Networks Corp.

  • RingCentral, Inc.

  • SAP SE

  • Talkdesk, Inc.

Market Segmentation

  • Solution Outlook 

    • Omnichannel Routing

    • Real Time Reporting & Analytics

    • Social Media Analytics

    • Visual Networks Analytics

    • Voice Biometrics

    • Workforce Engagement

    • Others

  • Service Outlook

    • Integration & Deployment

    • Support & Maintenance

    • Training & Consulting

    • Managed Services

  • Deployment Outlook

    • Hosted

    • On-premise

  • Enterprise Size Outlook 

    • Large Enterprises

    • Small & Medium Enterprises

  • End-use Outlook 

    • BFSI

    • Consumer Goods & Retail

    • Government

    • Healthcare

    • IT & Telecom

    • Travel & Hospitality

    • Others

  • Regional Outlook

    • North America

      • The U.S.

      • Canada

    • Europe

      • Germany

      • Spain

      • The U.K.

    • Asia Pacific

      • China

      • India

      • Japan

    • Latin America

      • Brazil

    • Middle East & Africa

The Contact Center Transformation market research report covers definition, classification, product classification, product application, development trend, product technology, competitive landscape, industrial chain structure, industry overview, national policy and planning analysis of the industry, the latest dynamic analysis, etc., and also includes major. The study includes drivers and restraints of the global market. It covers the impact of these drivers and restraints on the demand during the forecast period. The report also highlights opportunities in the market at the global level.

The report provides size (in terms of volume and value) of Contact Center Transformation market for the base year 2020 and the forecast between 2021 and 2028. Market numbers have been estimated based on form and application. Market size and forecast for each application segment have been provided for the global and regional market.

This report focuses on the global Contact Center Transformation market status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Contact Center Transformation market development in United States, Europe and China.

It is pertinent to consider that in a volatile global economy, we haven’t just conducted Contact Center Transformation market forecasts in terms of CAGR, but also studied the market based on key parameters, including Year-on-Year (Y-o-Y) growth, to comprehend the certainty of the market and to find and present the lucrative opportunities in market.

In terms of production side, this report researches the Contact Center Transformation capacity, production, value, ex-factory price, growth rate, market share for major manufacturers, regions (or countries) and type.

In terms of consumption side, this report focuses on the consumption of Contact Center Transformation by regions (countries) and application.

Buyers of the report will have access to verified market figures, including global market size in terms of revenue and volume. As part of production analysis, the authors of the report have provided reliable estimations and calculations for global revenue and volume by Type segment of the global Contact Center Transformation market. These figures have been provided in terms of both revenue and volume for the period 2017 to 2028. Additionally, the report provides accurate figures for production by region in terms of revenue as well as volume for the same period. The report also includes production capacity statistics for the same period.

With regard to production bases and technologies, the research in this report covers the production time, base distribution, technical parameters, research and development trends, technology sources, and sources of raw materials of major Contact Center Transformation market companies.

Regarding the analysis of the industry chain, the research of this report covers the raw materials and equipment of Contact Center Transformation market upstream, downstream customers, marketing channels, industry development trends and investment strategy recommendations. The more specific analysis also includes the main application areas of market and consumption, major regions and Consumption, major Chinese producers, distributors, raw material suppliers, equipment providers and their contact information, industry chain relationship analysis.

The research in this report also includes product parameters, production process, cost structure, and data information classified by region, technology and application. Finally, the paper model new project SWOT analysis and investment feasibility study of the case model.

Overall, this is an in-depth research report specifically for the Contact Center Transformation industry. The research center uses an objective and fair way to conduct an in-depth analysis of the development trend of the industry, providing support and evidence for customer competition analysis, development planning, and investment decision-making. In the course of operation, the project has received support and assistance from technicians and marketing personnel in various links of the industry chain.

The Contact Center Transformation market competitive landscape provides details by competitor. Details included are company overview, company financials, revenue generated, market potential, investment in research and development, new market initiatives, global presence, production sites and facilities, production capacities, company strengths and weaknesses, product launch, product width and breadth, application dominance. The above data points provided are only related to the companies’ focus related to Contact Center Transformation market.

Prominent players in the market are predicted to face tough competition from the new entrants. However, some of the key players are targeting to acquire the startup companies in order to maintain their dominance in the global market. For a detailed analysis of key companies, their strengths, weaknesses, threats, and opportunities are measured in the report by using industry-standard tools such as the SWOT analysis. Regional coverage of key companies is covered in the report to measure their dominance. Key manufacturers of Contact Center Transformation market are focusing on introducing new products to meet the needs of the patrons. The feasibility of new products is also measured by using industry-standard tools.

Key companies are increasing their investments in research and development activities for the discovery of new products. There has also been a rise in the government funding for the introduction of new Contact Center Transformation market. These factors have benefited the growth of the global market for Contact Center Transformation. Going forward, key companies are predicted to benefit from the new product launches and the adoption of technological advancements. Technical advancements have benefited many industries and the global industry is not an exception.

New product launches and the expansion of already existing business are predicted to benefit the key players in maintaining their dominance in the global market for Contact Center Transformation. The global market is segmented on the basis of region, application, en-users and product type. Based on region, the market is divided into North America, Europe, Asia-Pacific, Latin America and Middle East and Africa (MEA).

In this study, the years considered to estimate the market size of Contact Center Transformation are as follows:

  • Historic Year: 2017-2020
  • Base Year: 2020
  • Forecast Year 2021 to 2028

Reasons to Purchase this Report:

- Market segmentation analysis including qualitative and quantitative research incorporating the impact of economic and policy aspects
- Regional and country level analysis integrating the demand and supply forces that are influencing the growth of the market.
- Market value USD Million and volume Units Million data for each segment and sub-segment
- Competitive landscape involving the market share of major players, along with the new projects and strategies adopted by players in the past five years
- Comprehensive company profiles covering the product offerings, key financial information, recent developments, SWOT analysis, and strategies employed by the major market players

Research Methodology:

In-depth interviews and discussions were conducted with several key market participants and opinion leaders to compile the research report.

This research study involved the extensive usage of both primary and secondary data sources. The research process involved the study of various factors affecting the industry, including the government policy, market environment, competitive landscape, historical data, present trends in the market, technological innovation, upcoming technologies and the technical progress in related industry, and market risks, opportunities, market barriers and challenges. The following illustrative figure shows the market research methodology applied in this report.

Market Size Estimation

Top-down and bottom-up approaches are used to estimate and validate the global market size for company, regional division, product type and application (end users).

The market estimations in this report are based on the selling price (excluding any discounts provided by the manufacturer, distributor, wholesaler or traders). Market share analysis, assigned to each of the segments and regions are achieved through product utilization rate and average selling price.

Major manufacturers & their revenues, percentage splits, market shares, growth rates and breakdowns of the product markets are determined through secondary sources and verified through the primary sources.

All possible factors that influence the markets included in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data. The market size for top-level markets and sub-segments is normalized, and the effect of inflation, economic downturns, and regulatory & policy changes or others factors are accounted for in the market forecast. This data is combined and added with detailed inputs and analysis from Vision Research Reports and presented in this report.

Market Breakdown and Data Triangulation

After complete market engineering with calculations for market statistics; market size estimations; market forecasting; market breakdown; and data triangulation. Extensive primary research was conducted to gather information and verify and validate the critical numbers arrived at. In the complete market engineering process, both top-down and bottom-up approaches were extensively used, along with several data triangulation methods, to perform market estimation and market forecasting for the overall market segments and sub-segments listed in this report.

Secondary Sources

Secondary Sources occupies approximately 25% of data sources, such as press releases, annual reports, Non-Profit organizations, industry associations, governmental agencies and customs data, and so on. This research study includes secondary sources; directories; databases such as Bloomberg Business, Wind Info, Hoovers, Factiva (Dow Jones & Company), TRADING ECONOMICS, and avention; Investing News Network; statista; Federal Reserve Economic Data; annual reports; investor presentations; and SEC filings of companies.

Primary Sources

 In the primary research process, various sources from both the supply and demand sides were interviewed to obtain qualitative and quantitative information for this report. The primary sources from the supply side include product manufacturers (and their competitors), opinion leaders, industry experts, research institutions, distributors, dealer and traders, as well as the raw materials suppliers and producers, etc.

The primary sources from the demand side include industry experts such as business leaders, marketing and sales directors, technology and innovation directors, supply chain executive, end users (product buyers), and related key executives from various key companies and organizations operating in the global market.

The study objectives of this report are:

  • To analyze and study the global market capacity, production, value, consumption, status (2017-2020) and forecast (2021-2028);
  • Focuses on the key manufacturers, to study the capacity, production, value, market share and development plans in future.
  • Comprehensive company profiles covering the product offerings, key financial information, recent developments, SWOT analysis, and strategies employed by the major market players
  • To define, describe and forecast the market by type, application and region.
  • To analyze the global and key regions market potential and advantage, opportunity and challenge, restraints and risks.
  • To identify significant trends and factors driving or inhibiting the market growth.
  • To analyze the opportunities in the market for stakeholders by identifying the high growth segments.
  • To strategically analyze each submarket with respect to individual growth trend and their contribution to the market
  • To analyze competitive developments such as expansions, agreements, new product launches, and acquisitions in the market
  • To strategically profile the key players and comprehensively analyze their growth strategies.

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