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A contact center -- also referred to as a customer interaction center or e-contact center -- is a central point from which all customer contacts are managed. The contact center typically includes one or more call centers, but may include other types of customer contact, as well. A contact center is generally part of an enterprise"s overall customer relationship management (CRM) strategy.Based on the Contact Center market development status, competitive landscape and development model in different regions of the world, this report is dedicated to providing niche markets, potential risks and comprehensive competitive strategy analysis in different fields. From the competitive advantages of different types of products and services, the development opportunities and consumption characteristics and structure analysis of the downstream application fields are all analyzed in detail. To Boost Growth during the epidemic era, this report analyzes in detail for the potential risks and opportunities which can be focused on.
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In Chapter 2.4 of the report, we share our perspectives for the impact of COVID-19 from the long and short term.
In chapter 3.4, we provide the influence of the crisis on the industry chain, especially for marketing channels.
In chapters 8-13, we update the timely industry economic revitalization plan of the country-wise government.
Key players in the global Contact Center market covered in Chapter 5:
GuateCal
UST Global
Atento
Nearshore Call Center
Upcom
Allied Global
Alorica
Aegis
Convergys
Island Outsourcers
Elephant Group
Qualfon
Teleperformance
In Chapter 6, on the basis of types, the Contact Center market from 2015 to 2025 is primarily split into:
Automatic Call Distribution (ACD)
Call Recording
Computer Telephony Integration (CTI)
Customer Collaboration
Dialer
Interactive Voice Responses (IVR)
Reporting & Analytics
Workforce Optimization
Others
In Chapter 7, on the basis of applications, the Contact Center market from 2015 to 2025 covers:
Banking, Financial Services, and Insurance (BFSI)
Consumer Goods & Retail
Government
Healthcare
IT & Telecom
Traveling & Hospitality
Others
Geographically, the detailed analysis of consumption, revenue, market share and growth rate, historic and forecast (2015-2025) of the following regions are covered in Chapter 8-13:
North America (Covered in Chapter 9)
United States
Canada
Mexico
Europe (Covered in Chapter 10)
Germany
UK
France
Italy
Spain
Russia
Others
Asia-Pacific (Covered in Chapter 11)
China
Japan
South Korea
Australia
India
South America (Covered in Chapter 12)
Brazil
Argentina
Columbia
Middle East and Africa (Covered in Chapter 13)
UAE
Egypt
South Africa
Years considered for this report:
Historical Years: 2015-2019
Base Year: 2019
Estimated Year: 2020
Forecast Period: 2020-2025
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Market Study Table of Contents
Table of Content
1 Market Overview
1.1 Product Definition and Market Characteristics
1.2 Global Contact Center Market Size
1.3 Market Segmentation
1.4 Global Macroeconomic Analysis
1.5 SWOT Analysis
2. Market Dynamics
2.1 Market Drivers
2.2 Market Constraints and Challenges
2.3 Emerging Market Trends
2.4 Impact of COVID-19
2.4.1 Short-term Impact
2.4.2 Long-term Impact
3 Associated Industry Assessment
3.1 Supply Chain Analysis
3.2 Industry Active Participants
3.2.1 Suppliers of Raw Materials
3.2.2 Key Distributors/Retailers
3.3 Alternative Analysis
3.4 The Impact of Covid-19 From the Perspective of Industry Chain
4 Market Competitive Landscape
4.1 Industry Leading Players
4.2 Industry News
4.2.1 Key Product Launch News
4.2.2 M&A and Expansion Plans
5 Analysis of Leading Companies
5.1 GuateCal
5.1.1 GuateCal Company Profile
5.1.2 GuateCal Business Overview
5.1.3 GuateCal Contact Center Sales, Revenue, Average Selling Price and Gross Margin (2015-2020)
5.1.4 GuateCal Contact Center Products Introduction
5.2 UST Global
5.2.1 UST Global Company Profile
5.2.2 UST Global Business Overview
5.2.3 UST Global Contact Center Sales, Revenue, Average Selling Price and Gross Margin (2015-2020)
5.2.4 UST Global Contact Center Products Introduction
5.3 Atento
5.3.1 Atento Company Profile
5.3.2 Atento Business Overview
5.3.3 Atento Contact Center Sales, Revenue, Average Selling Price and Gross Margin (2015-2020)
5.3.4 Atento Contact Center Products Introduction
5.4 Nearshore Call Center
5.4.1 Nearshore Call Center Company Profile
5.4.2 Nearshore Call Center Business Overview
5.4.3 Nearshore Call Center Contact Center Sales, Revenue, Average Selling Price and Gross Margin (2015-2020)
5.4.4 Nearshore Call Center Contact Center Products Introduction
5.5 Upcom
5.5.1 Upcom Company Profile
5.5.2 Upcom Business Overview
5.5.3 Upcom Contact Center Sales, Revenue, Average Selling Price and Gross Margin (2015-2020)
5.5.4 Upcom Contact Center Products Introduction
5.6 Allied Global
5.6.1 Allied Global Company Profile
5.6.2 Allied Global Business Overview
5.6.3 Allied Global Contact Center Sales, Revenue, Average Selling Price and Gross Margin (2015-2020)
5.6.4 Allied Global Contact Center Products Introduction
5.7 Alorica
5.7.1 Alorica Company Profile
5.7.2 Alorica Business Overview
5.7.3 Alorica Contact Center Sales, Revenue, Average Selling Price and Gross Margin (2015-2020)
5.7.4 Alorica Contact Center Products Introduction
5.8 Aegis
5.8.1 Aegis Company Profile
5.8.2 Aegis Business Overview
5.8.3 Aegis Contact Center Sales, Revenue, Average Selling Price and Gross Margin (2015-2020)
5.8.4 Aegis Contact Center Products Introduction
5.9 Convergys
5.9.1 Convergys Company Profile
5.9.2 Convergys Business Overview
5.9.3 Convergys Contact Center Sales, Revenue, Average Selling Price and Gross Margin (2015-2020)
5.9.4 Convergys Contact Center Products Introduction.......continued
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