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Call Centres Market Research Reports

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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Call Centers - Global Strategic Business Report

The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2015...

Published:  May 2016
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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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2016 Contact Center Workforce Optimization Market Share Report

The 2016 Contact Center Workforce Optimization Market Share Report. Our 13th annual edition, addresses revenue for fiscal 2015, and provides an in-depth and insightful analysis of the financial performance...

Published:  May 2016
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2016 Real-Time Contact Center Performance Management Market Report

True performance management solutions access a wide range of data from disparate internal and external systems to generate the key performance indicators (KPIs) that managers need to have a complete...

Published:  June 2016
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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
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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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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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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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2015-2016 Contact Center Workforce Management Product and Market Report

For more than three decades, workforce management (WFM) has been an indispensable tool for contact centers. WFM solutions have a long history and proven track record of delivering productivity improvements,...

Published:  March 2015
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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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Telephone Answering Service Lines Central America Report

TELEPHONE ANSWERING SERVICE LINES CENTRAL AMERICA REPORT The Telephone Answering Service Lines Central America Report gives Market Consumption / Products / Services for 31 countries by 6 to 10-Digit...

Published:  August 2016
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Telephone Answering Service Lines Eurasia Report

TELEPHONE ANSWERING SERVICE LINES EURASIA REPORT The Telephone Answering Service Lines Eurasia Report gives Market Consumption / Products / Services for 4 countries by 6 to 10-Digit NAICS Product...

Published:  August 2016
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Telephone Answering Service Lines Oceania Report

TELEPHONE ANSWERING SERVICE LINES OCEANIA REPORT The Telephone Answering Service Lines Oceania Report gives Market Consumption / Products / Services for 17 countries by 6 to 10-Digit NAICS Product...

Published:  August 2016
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Telephone Call Centers Central America Report

TELEPHONE CALL CENTERS CENTRAL AMERICA REPORT The Telephone Call Centers Central America Report gives Market Consumption / Products / Services for 31 countries by 6 to 10-Digit NAICS Product Codes...

Published:  August 2016
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Telephone Call Center Lines Central America Report

TELEPHONE CALL CENTER LINES CENTRAL AMERICA REPORT The Telephone Call Center Lines Central America Report gives Market Consumption / Products / Services for 31 countries by 6 to 10-Digit NAICS Product...

Published:  August 2016
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Telephone Call Centers Oceania Report

TELEPHONE CALL CENTERS OCEANIA REPORT The Telephone Call Centers Oceania Report gives Market Consumption / Products / Services for 17 countries by 6 to 10-Digit NAICS Product Codes by 3 Time series:...

Published:  August 2016
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Telephone Call Center Lines Oceania Report

TELEPHONE CALL CENTER LINES OCEANIA REPORT The Telephone Call Center Lines Oceania Report gives Market Consumption / Products / Services for 17 countries by 6 to 10-Digit NAICS Product Codes by 3...

Published:  August 2016
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Telephone Call Centers Eurasia Report

TELEPHONE CALL CENTERS EURASIA REPORT The Telephone Call Centers Eurasia Report gives Market Consumption / Products / Services for 4 countries by 6 to 10-Digit NAICS Product Codes by 3 Time series:...

Published:  August 2016
Price:  From

Telephone Call Center Lines Eurasia Report

TELEPHONE CALL CENTER LINES EURASIA REPORT The Telephone Call Center Lines Eurasia Report gives Market Consumption / Products / Services for 4 countries by 6 to 10-Digit NAICS Product Codes by 3...

Published:  August 2016
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