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Cloud-Based Services Fueling Growth In The Outsourced Customer Care Services Market Driver: A Major Catalyst in the Evolution of the Outsourced Customer Care Services Market in 2025
Outsourced Customer Care Services Market
The outsourced customer care services market has experienced strong growth in recent years. It will grow from $73.54 billion in 2024 to $77.32 billion in 2025, at a CAGR of 5.1%. The growth is due to the demand for mobility services, the shift from enriched to transformational services, demand for higher-value services, increased adoption of outsourced customer care services, and economic growth.
The outsourced customer care services market is forecasted to grow steadily, reaching $93.19 billion by 2029 at a CAGR of 4.8%. Growth is driven by the rising demand for instant messaging customer service, tax-free zones, increasing consumer expectations, wireless device demand, and higher disposable incomes. Major trends include digital transformation, omnichannel support, task automation, AI and chatbots, new technologies, and product innovation.
What Are the Key Drivers Behind the Growth of the Outsourced Customer Care Services Market?
The rise of cloud-based services is anticipated to drive the growth of the outsourced customer care services market. Cloud-based services provide computing resources, applications, and data storage over the internet, offering scalability, flexibility, and remote accessibility. These services play a critical role in outsourced customer care by enabling efficient, innovative, and cost-effective customer support solutions. For example, in March 2024, AAG IT Services, a UK-based IT services provider, reported that revenue from public cloud services grew from $343 billion in 2021 to over $415 billion in 2022. By 2023, this revenue is projected to reach $526 billion. As a result, the increasing adoption of cloud-based services is driving the growth of the outsourced customer care services market.
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Who Are the Major Industry Players Fueling Outsourced Customer Care Services Market Expansion?
Major companies operating in the outsourced customer care services market are accenture* plc, Tata Consultancy Services Limited, Capgemini SE, NTT DATA Corporation, Cognizant, Infosys Limited, iQor, HCL Technologies Limited, Wipro Limited, Teleperformance SE, Tech Mahindra, Arvato, Serco Group plc, Genpact, Capita, Alorica, EXL Service, Hinduja Global Solutions Ltd., Atento, Sitel Group, Sykes Enterprises Inc., Transcom WorldWide AB, Sutherland Global Services, TeleTech, VXI Global Solutions LLC, Intelenet Global Services, Stream Global Services
Which Key Developments Are Influencing the Outsourced Customer Care Services Market?
Key companies in the outsourced customer care services market are developing innovative solutions like Rimini ONE, an outsourcing service program aimed at strengthening their market presence. Rimini ONE is a comprehensive outsourcing solution that offers integrated services for managing enterprise applications, databases, and technology software. For example, in March 2023, Rimini Street, Inc., a US-based provider of enterprise software support and services, introduced Rimini ONE to provide a fully unified outsourcing solution for managing enterprise applications and software. This initiative helps organizations streamline operations while maximizing the value of their existing software without requiring vendor-driven upgrades or migrations.
How Is the Segmentation of the Outsourced Customer Care Services Market Defined?
The outsourced customer care services market covered in this report is segmented -
1) By Type: CRM Technology Hosting, Fulfillment Or Logistics, Customer Interaction
2) By Application: Pharma And Healthcare, Food And Beverages, Chemical And Material, Construction, Logistics, Other Applications
3) By End-User: Small And Medium Enterprises (SMEs), Large Enterprises
Subsegments:
1) By CRM Technology Hosting: Cloud-Based CRM Hosting, On-Premise CRM Hosting
2) By Fulfillment Or Logistics: Order Processing And Tracking, Inventory Management, Shipping And Delivery Services
3) By Customer Interaction: Voice-Based Support, Email And Chat Support, Social Media Support, Self-Service And Automated Support
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What Is the Leading Region in the Outsourced Customer Care Services Market?
North America was the largest region in the outsourced customer care services market in 2024. The regions covered in the outsourced customer care services market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East and Africa.
What Is Covered In The Outsourced Customer Care Services Global Market Report?
- Market Size Analysis: Analyze the Outsourced Customer Care Services Market size by key regions, countries, product types, and applications.
- Market Segmentation Analysis: Identify various subsegments within the Outsourced Customer Care Services Market for effective categorization.
- Key Player Focus: Focus on key players to define their market value, share, and competitive landscape.
- Growth Trends Analysis: Examine individual growth trends and prospects in the Market.
- Market Contribution: Evaluate contributions of different segments to the overall Outsourced Customer Care Services Market growth.
- Growth Drivers: Detail key factors influencing market growth, including opportunities and drivers.
- Industry Challenges: Analyze challenges and risks affecting the Outsourced Customer Care Services Market.
- Competitive Developments: Analyze competitive developments, such as expansions, agreements, and new product launches in the market.
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