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Call Centres

The contact centre industry is relatively young but it grew rapidly over the past couple of decades. With China’s booming call centres market and lots of companies worldwide that need to upgrade their technology and customer service solutions, business opportunities are on the line: the global call centre service revenues are expected to reach US$189.3 Billion by 2015.

Whether a call centre is the core of your business or the first line of contact with your current and future customers, we have the reports and market research that you need to enhance your success. The publications listed under Research and Markets’ Call Centre category cater for both vendors and service providers and companies that have a contact centre (either in-house or outsourced), with a wealth of information about the most recent technologies, the trends, opportunities and challenges of the market and the top players that are leading the way.

Topics covered include but are not limited to: inbound contact routing, including automated call distribution (ACD) and computer telephony integration (CTI); interactive voice response (IVR) and voice portals; outbound dialers; quality monitoring; contact center analytics (including speech analytics); queuing solutions; workforce software management. Show Less
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Audio Communication Monitoring Market by Solution & Service (Reporting & Analytics, Call Recording Software & Quality Analysis, Audio Loudness, Metering & Monitoring Solution, Professional Service, Support & Maintenance) - Global Forecast to 2020

Audio communication monitoring spots and analyzes spoken words which bring structure to interactions and reveal the information provided by agents to clients and customers. This technology is used to...

Published:  October 2015
Price:  From

Cloud Based Contact Center Market by Solution, & by Application, by Vertical, by Region - Global Forecast to 2020

The report defines cloud-based contact center as a deployment model that allows businesses and organizations to host their contact centers in the third-party’s data center. The provider owns the call...

Published:  November 2015
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Global Contact Center Market 2015-2019

About contact center Business enterprises worldwide have become increasingly dependent on various technologies and the Internet to run their business and drive revenue growth. This trend is expected...

Published:  November 2015
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2015-2016 Cloud-Based Contact Center Infrastructure Market Report

The past 12 months have been outstanding for the cloud-based contact center infrastructure market, the best in the history of this sector. The total number of seats jumped 49.9% between August 2014...

Published:  October 2015
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2015 Contact Center Workforce Optimization Market Share Report

An established and trusted resource for the past 12 years, the annual Contact Center Workforce Optimization Market Share Report is essential for vendors and investors who want to understand the financial...

Published:  June 2015
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2015 - 2016 Outbound Solutions Product and Market Report

This is the third edition of the Outbound Solutions Product and Market Report. The Report covers leading and contending vendors, their products and services, underlying technology, pricing, benefits,...

Published:  May 2015
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Analysis of the Hosted and Cloud Contact Center Market in Latin America

This market analysis research provides market sizing, forecasts and trends for hosted and cloud contact center services. This includes public cloud services as well as dedicated hosted solutions. The...

Published:  March 2016
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Global Contact Center and Office Headset Market

This study provides an in-depth analysis of the global contact center and office headset market. This analysis has identified market drivers, restraints, demand patterns, competitive trends, and growth...

Published:  September 2015
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Analysis of the South African Contact Centre Market

To be successfully employed in a contact centre in South Africa, an individual is expected to have a good command of the English language as well as advanced numeracy, technology, and customer service...

Published:  July 2015
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Call Centers - Global Strategic Business Report

This report analyzes the worldwide markets for Call Centers in US$ Million by the following Types: In-House, and Outsourced. The report provides separate comprehensive analytics for the US, Canada,...

Published:  July 2014
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Outsourced Customer Care Services Market Analysis and Segment Forecasts to 2020

The global market for outsourced customer care services is expected to reach USD 84.73 billion by 2020. Transition towards host based or cloud based services is expected to benefit small and medium...

Published:  February 2014
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Contact Center Outsourcing Market in the APAC Region 2015-2019

About Contact Center Outsourcing Contact centers act as a central point in an enterprise from where all customer contacts are managed. They play a prominent role within an enterprise's broad customer...

Published:  February 2015
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2014 - 2015 Contact Center Gamification Product and Market Report

The concept and practice of using challenges and reward levels to engage people has been around for years. Many customer-facing organizations like airlines, retailers and credit card companies use reward...

Published:  September 2014
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2014 - 2015 Contact Center Performance Management Market Report

Contact center performance management (CCPM) is finally coming into its own Big data, employee engagement, and the increasing importance of capturing and analyzing the customer journey are causing end...

Published:  May 2014
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Call Centres (Global) - Industry Report

The Call Centres (Global) Analysis provides a detailed overview of the Call Centres (Global) market and delivers a comprehensive individual analysis on the top 500 companies, including UBASE INC., SITEL...

Published:  April 2016
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Call Centres (Nordic) - Industry Report

The Call Centres (Nordic) Analysis provides a detailed overview of the UK Call Centres (Nordic) market and delivers a comprehensive individual analysis on the top 100 companies, including GOEXCELLENT...

Published:  April 2016
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Telephone Call Centers Canada and USA Report

TELEPHONE CALL CENTERS CANADA & USA REPORT The Telephone Call Centers Canada and USA Report gives Market Consumption / Products / Services for Canada and the USA by 6 to 10-Digit NAICS Product Codes...

Published:  April 2016
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Telephone Call Center Lines Canada and USA Report

TELEPHONE CALL CENTER LINES CANADA & USA REPORT The Telephone Call Center Lines Canada and USA Report gives Market Consumption / Products / Services for Canada and the USA by 6 to 10-Digit NAICS...

Published:  April 2016
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Telephone Answering Service Lines Canada and USA Report

TELEPHONE ANSWERING SERVICE LINES CANADA & USA REPORT The Telephone Answering Service Lines Canada and USA Report gives Market Consumption / Products / Services for Canada and the USA by 6 to 10-Digit...

Published:  April 2016
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Telephone Call Centers Africa Report

TELEPHONE CALL CENTERS AFRICA REPORT The Telephone Call Centers Africa Report gives Market Consumption / Products / Services for 54 countries by 6 to 10-Digit NAICS Product Codes by 3 Time series:...

Published:  April 2016
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