Press release
Call Centre Market is Expected to Surpass US$ 55.5 Bn by 2029 - Report by FMI
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Key Takeaways of Call Centre Market Study
North America and Asia Pacific are key markets holding a significant share in the global call centre market. Increasing digitalization and growth in number of call centres are the factors driving the growth of the market in these regions.
The software/solutions segment is expected to hold a significant share in the global call centre market. Rising demand for solutions such as interactive voice response, intelligent call routing, and automatic call distributors are factors driving the growth of the software/solutions segment.
By deployment, the cloud-based segment is anticipated to retain its significant share in the global call centre market over the forecast period. Various call centre organizations are adopting cloud-based solutions to easily manage their daily operations and keep pace with the changing business landscape.
The retail and consumer goods vertical is expected to witness high growth, as retailers are moving towards omni-channel call centre solutions to offer a personal touch to customer interactions, while offering their support and services.
Call Centres Becoming More Predictive and Social
In recent times, innovative call centre marketing plans have transformed them into experience hubs, where they are not only dealing with emergencies and customer calls but also driving positive interactions and delivering leads to sales and marketing teams, customer feedback to product teams, and key insights for product development and innovation.
With advancements in predictive analytics, call centre organizations are keeping themselves one step ahead of their customers by anticipating their needs, and are helping enterprises in strengthening customer relationships.
Competitive Landscape
Call centre providers are focusing on providing services to mainly BFSI and consumer goods industries as customer experience is a crucial aspect of their business model. Call centre companies are also focusing on expanding their service coverage across multiple geographies to boost revenue potential.
3CLogic
Genesys
8×8 Inc.
Cisco Systems Inc.
Salesforce Inc.
IBM Corporation
SAP
Aspect Software Inc.
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Key Segments of Call Centre Industry Survey
Call Centre Market By Component :
Solutions/Software
Software
Consulting & Training
Integration & Deployment
Support & Maintenance
Call Centre Market By Deployment :
On-premise Call Centres
Cloud-based Call Centres
Hybrid Call Centres
Call Centre Market By Vertical :
Call Centres for BFSI
Call Centres for Retail & Consumer Goods
Call Centres for IT & Telecom
Call Centres for Media & Entertainment
Call Centres for Government
Call Centres for Healthcare
Call Centres for Travel & Hospitality
Others
Call Centre Market By Region :
North America Call Centre Market
Latin America Call Centre Market
Europe Call Centre Market
East Asia Call Centre Market
South Asia & Pacific Call Centre Market
Middle East & Africa (MEA) Call Centre Market
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More Valuable Insights on Call Centre Market
Future Market Insights offers an unbiased analysis of the global call centre market, providing historical data of 2014-2021 and forecast statistics for 2022-2029.
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Future Market Insights (ESOMAR certified market research organization and a member of Greater New York Chamber of Commerce) provides in-depth insights into governing factors elevating the demand in the market. It discloses opportunities that will favor the market growth in various segments on the basis of Source, Application, Sales Channel and End Use over the next 10-years.
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