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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
Price:  From EURUSDGBP

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
Price:  From EURUSDGBP

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 EURUSDGBP

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
Price:  From EURUSDGBP

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
Price:  From EURUSDGBP

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
Price:  From EURUSDGBP

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
Price:  From EURUSDGBP

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
Price:  From EURUSDGBP

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
Price:  From EURUSDGBP

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
Price:  From EURUSDGBP

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
Price:  From EURUSDGBP

World Consumption Report on Telephone Call Centers

The World Consumption Report on Telephone Call Centers. Consumption/Products/Services by country. 6/10-Digit NAICS Product Codes. 3 Time series: 1997 to Current year and Forecasts Current year to 2020...

Published:  September 2016
Price:  From EURUSDGBP

World Consumption Report on Telephone Call Center Lines

The World Consumption Report on Telephone Call Center Lines. Consumption/Products/Services by country. 6/10-Digit NAICS Product Codes. 3 Time series: 1997 to Current year and Forecasts Current year...

Published:  September 2016
Price:  From EURUSDGBP

World Consumption Report on Telephone Answering Service Lines

The World Consumption Report on Telephone Answering Service Lines. Consumption/Products/Services by country. 6/10-Digit NAICS Product Codes. 3 Time series: 1997 to Current year and Forecasts Current...

Published:  September 2016
Price:  From EURUSDGBP

World Distribution Report on Telephone Call Centers

The World Distribution Report on Telephone Call Centers. Distribution/Marketing/Sales by Country by City. Distribution Functions, Structures, Costs & Margins. 6/10-Digit NAICS Product Codes. 3 Time...

Published:  September 2016
Price:  From EURUSDGBP

World Distribution Report on Telephone Call Center Lines

The World Distribution Report on Telephone Call Center Lines. Distribution/Marketing/Sales by Country by City. Distribution Functions, Structures, Costs & Margins. 6/10-Digit NAICS Product Codes. 3...

Published:  September 2016
Price:  From EURUSDGBP

World Distribution Report on Telephone Answering Service Lines

The World Distribution Report on Telephone Answering Service Lines. Distribution/Marketing/Sales by Country by City. Distribution Functions, Structures, Costs & Margins. 6/10-Digit NAICS Product Codes....

Published:  September 2016
Price:  From EURUSDGBP

Telephone Answering Service Lines Africa Report

TELEPHONE ANSWERING SERVICE LINES AFRICA REPORT The Telephone Answering Service Lines Africa Report gives Market Consumption / Products / Services for 54 countries by 6 to 10-Digit NAICS Product...

Published:  September 2016
Price:  From EURUSDGBP

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:  September 2016
Price:  From EURUSDGBP

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:  September 2016
Price:  From EURUSDGBP
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