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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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PRODUCT TITLE
2014 North America Hosted/Cloud Contact Center Buyers Guide 2014 North America Hosted/Cloud Contact Center Buyers Guide  - Product Thumbnail Image

2014 North America Hosted/Cloud Contact Center Buyers Guide

The landscape for choosing a hosted/cloud contact center solution has become complex because of the variety of offerings from traditional contact center vendors, pure-play software as a service (SaaS)...

December 2014
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Call Centres (Nordic) Call Centres (Nordic) - Product Thumbnail Image

Call Centres (Nordic)

Plimsoll Publishing’s CALL CENTRES (Nordic) Analysis provides a detailed overview of the CALL CENTRES (Nordic) market and delivers a comprehensive individual analysis on the top 100 companies, including...

December 2014
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Call Centres (France)

Plimsoll Publishing’s CALL CENTRES (France) Analysis provides a detailed overview of the CALL CENTRES (France) market and delivers a comprehensive individual analysis on the top 340 companies, including...

December 2014
FROM

Asia-Pacific Contact Center Applications Market, 2013

This study breaks down the contact center applications market across 13 countries in the Asia-Pacific region based on 8 application segments including Automatic Call Distributor (ACD), Computer Telephony...

October 2014
FROM
2014 - 2015 Contact Center Gamification Product and Market Report 2014 - 2015 Contact Center Gamification Product and Market Report - Product Thumbnail Image

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...

September 2014
FROM
2014 - 2015 Speech Analytics Product and Market Report- Publication 2014 - 2015 Speech Analytics Product and Market Report- Publication - Product Thumbnail Image

2014 - 2015 Speech Analytics Product and Market Report- Publication

The contact center speech analytics market, in its 11th year, delivered exceptional performance in 2013 This publisher has long praised these solutions for their ability to help organizations realize...

August 2014
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2014 - 2015 Outbound Solutions Product and Market Review 2014 - 2015 Outbound Solutions Product and Market Review - Product Thumbnail Image

2014 - 2015 Outbound Solutions Product and Market Review

It is the dawn of a new era for outbound solutions. Traditional dialers are being reinvented and reinvigorated as robust omni-channel customer engagement solutions. The leading outbound solutions are...

July 2014
FROM
Indonesia Call Center ( Call Centre ) and CRM Market Forecast: 2014 - 2018 Indonesia Call Center ( Call Centre ) and CRM Market Forecast: 2014 - 2018 - Product Thumbnail Image

Indonesia Call Center ( Call Centre ) and CRM Market Forecast: 2014 - 2018

The Indonesia Call Center market will continue its strong growth in 2015 as a robust economy with strong domestic consumption continues to drive this sector forward Analyts at APRG have just published...

July 2014
Call Centers - Global Strategic Business Report Call Centers - Global Strategic Business Report - Product Thumbnail Image

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,...

July 2014
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Call Centres in the UK Call Centres in the UK - Product Thumbnail Image

Call Centres in the UK

Call Centres in the UK Call centres provide in- and outbound telecommunication services to improve client relations, provide technical assistance, market goods or conduct opinion polls. This report...

June 2014
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2014 U.S. Industry total sold through Telemarketing services-Product & Services Report

The 2014 U.S. Industry total sold through Telemarketing services-Product & Services Report, published annually, contains timely and accurate industry statistics, forecasts and demographics. The report...

April 2014
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2014 U.S. Fundraising organization services (on a contract or fee basis for clients, individuals, or organizations) sold through Telemarketing services-Product & Services Report

The 2014 U.S. Fundraising organization services (on a contract or fee basis for clients, individuals, or organizations) sold through Telemarketing services-Product & Services Report, published annually,...

April 2014
FROM

2014 U.S. All other operating receipts sold through Telemarketing services-Product & Services Report

The 2014 U.S. All other operating receipts sold through Telemarketing services-Product & Services Report, published annually, contains timely and accurate industry statistics, forecasts and demographics....

April 2014
FROM

2014 U.S. Resale of merchandise sold through Telemarketing services-Product & Services Report

The 2014 U.S. Resale of merchandise sold through Telemarketing services-Product & Services Report, published annually, contains timely and accurate industry statistics, forecasts and demographics. The...

April 2014
FROM

2014 U.S. Telemarketing services sold through Telemarketing services-Product & Services Report

The 2014 U.S. Telemarketing services sold through Telemarketing services-Product & Services Report, published annually, contains timely and accurate industry statistics, forecasts and demographics....

April 2014
FROM

2014 U.S. Telephone answering and messaging services sold through Telemarketing services-Product & Services Report

The 2014 U.S. Telephone answering and messaging services sold through Telemarketing services-Product & Services Report, published annually, contains timely and accurate industry statistics, forecasts...

April 2014
FROM

2013 World Contact Center Workforce Management Systems Market

This is the fourth biannual report on the workforce management market and its 13th comprehensive analysis of workforce optimization solutions This 180+ page report provides in-depth insight about trends,...

March 2014
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Contact Center Outsourcing Services Market in Latin America

The Latin American contact center outsourcing services market experienced high growth during 2012 and 2013, mostly in domestic markets The Latin American market is highly concentrated compared with...

February 2014
FROM

Contact Center's Customer Experience in Brazil

The study covers the quality of Brazilian contact center customer service For example, PROCON state consumer protection bodies are executing national policies at municipal and state levels, while corporate...

February 2014
FROM
China's Contact Center (Call Centre) Market - 2014 to 2018 China's Contact Center (Call Centre) Market - 2014 to 2018 - Product Thumbnail Image

China's Contact Center (Call Centre) Market - 2014 to 2018

This new 2014 market research report provides an analysis of the Contact Center industry in the PRC As the sophistication and needs of Chinese consumers evolve, we are seeing strong growth rates in...

January 2014
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