USD
GBP 
CNY 
EUR 
INR 
JPY 
MYR 
ZAR 
KRW 
THB 
Digital Transformation Drives Vendor Consolidation
22-Dec-2015
North America
Market Research
NF90-01-00-00-00
IT00769-NA-MR_02076
This market analysis study provides market sizing and forecasts for the North American contact center outsourcing market. The North American market revenue represents outsourced revenues associated with customer interactions that originated in North America, regardless of fulfillment model. This includes onshore, nearshore, offshore, home-agent, automated, and technology-based solutions. This market analysis research is provided in excel format. The study provides breakdown and forecasts by fulfillment platform, industry vertical, service function, and fulfillment region. The study also provides market shares for the leading outsourcers in the market.
Drivers
- Business uncertainties and pressure to reduce costs drive demand for outsourced services
- Superior multichannel capabilities of outsourcers, over enterprise in-house capabilities
- Breadth and depth of technology solutions offered by outsourcers for customer interaction management
- Deeper vertical-specific capabilities and solutions offered by outsourcers
- Potential for growth in healthcare, technology, and telecom sectors
- Demand for blended delivery models (onshore, offshore, nearshore, home-agent, automated solutions)
- Pricing gains and new revenue streams for providers from value-add services and solutions
Restraints
- Rapidly changing customer interaction landscape extends sales cycles for outsourced providers
- Dampened economic growth reduces customer interaction volumes in many industries
- Client demand for automated/self-service solutions reduces traditional call volume
- In-sourcing of outsourced operations due to security or quality or other concerns
- Shrinking market opportunities for providers that mainly compete on low cost or labor arbitrage
- Willingness of smaller providers to invest in higher-value solutions and capabilities
- Political uncertainties weigh in on enterprise decisions to outsource
Convergys
Teleperformance
Sykes Enterprises
TeleTech
West Corp.
Expert Global Solutions
Others
List of Figures
- 1. Contact Center Outsourcing Market: Market Drivers and Restraints, North America, 2014–2019
- 2. Contact Center Outsourcing Market: Revenue Forecast by Service Platform, North America, 2013–2019
- 3. Contact Center Outsourcing Market: Revenue Forecast by Industry Vertical, North America, 2013–2019
- 4. Contact Center Outsourcing Market: Revenue Forecast by Service Function, North America, 2013–2019
- 5. Contact Center Outsourcing Market: Revenue Forecast by Fulfillment Region, North America, 2013–2019
- 6. Contact Center Outsourcing Market: Market Share by Revenue, North America, 2014
Speak directly with our analytics experts for tailored recommendations.
Recent related Brand and Demand research
19 May 2016 | Global | Market Research
Analysis of the Global Commercial Satellite Broadband Market
The commercial satellite broadband market is growing at a strong pace, with an anticipated compound annual growth rate (CAGR) of 6.8% from 2015 to 2022. With the continued adoption of Ka-band technology throughout the industry, satellite broadband can now meet or exceed many landline networks in per...
13 May 2016 | Asia Pacific | Market Research
Country Profile – Russia
A country profile is an instant guide to the political, economic, demographic, industrial, and business environment of a market. The report provides a range of quantitative and qualitative information on a variety of national aspects, including geography, economy, education, demography, labour, poli...
12 May 2016 | Global | Market Research
Distributed Energy Resource Management System (DERMS) Market—Profile of Key Companies
Growing number of distributed resources including solar and EV charging stations is expected to present significant economic and technical challenges. Over the next 5 years, distributed energy resource management system (DERMS) is expected to be one of the preferred solutions for managing these dist...
12 May 2016 | Europe | Market Research
European Food Waste Management Services Market
Food waste is a massive issue that has grave environmental and economic repercussions. Approximately 90 million tonnes of food waste is generated annually in Europe, which could increase by 35% if no actions are taken. The European commission and the United Nations have targets to cut the amount of ...
11 May 2016 | Global | Market Research
Oil and Gas CAPEX—Impact on Process Equipment Market, 2016
As a result of Saudi Arabia's decision to keep producing oil to retain its share in the global oil and gas market, the price of oil dropped below $30 for the first time in a decade, seriously impacting the CAPEX. The aim of this private market insight is to analyze the demand-supply gap in the crude...
Purchase includes:
- Report download
- Growth Dialog™ with our experts
Growth Dialog™
A tailored session with you where we identify the:- Strategic Imperatives
- Growth Opportunities
- Best Practices
- Companies to Action
Impacting your company's future growth potential.
| Deliverable Type | Market Research |
|---|---|
| No Index | No |
| Podcast | No |
| Table of Contents | | Market Definitions~ | Contact Center Outsourcing Market: Market Drivers and Restraints, North America, 2014–2019~ || Drivers~ ||| Business uncertainties and pressure to reduce costs drive demand for outsourced services ~ ||| Superior multichannel capabilities of outsourcers, over enterprise in-house capabilities~ ||| Breadth and depth of technology solutions offered by outsourcers for customer interaction management~ ||| Deeper vertical-specific capabilities and solutions offered by outsourcers~ ||| Potential for growth in healthcare, technology, and telecom sectors~ ||| Demand for blended delivery models (onshore, offshore, nearshore, home-agent, automated solutions)~ ||| Pricing gains and new revenue streams for providers from value-add services and solutions~ || Restraints~ ||| Rapidly changing customer interaction landscape extends sales cycles for outsourced providers~ ||| Dampened economic growth reduces customer interaction volumes in many industries~ ||| Client demand for automated/self-service solutions reduces traditional call volume~ ||| In-sourcing of outsourced operations due to security or quality or other concerns~ ||| Shrinking market opportunities for providers that mainly compete on low cost or labor arbitrage~ ||| Willingness of smaller providers to invest in higher-value solutions and capabilities~ ||| Political uncertainties weigh in on enterprise decisions to outsource~ | Contact Center Outsourcing Market: Revenue Forecast by Service Platform, North America, 2013–2019~ | Contact Center Outsourcing Market: Revenue Forecast by Industry Vertical, North America, 2013–2019~ | Contact Center Outsourcing Market: Revenue Forecast by Service Function, North America, 2013–2019~ | Contact Center Outsourcing Market: Revenue Forecast by Fulfillment Region, North America, 2013–2019~ | Contact Center Outsourcing Market: Market Share by Revenue, North America, 2014~ || Convergys~ || Teleperformance~ || Sykes Enterprises~ || TeleTech~ || West Corp.~ || Expert Global Solutions~ || Others~ | Key Takeaways~ |
| List of Charts and Figures | 1. Contact Center Outsourcing Market: Market Drivers and Restraints, North America, 2014–2019~ 2. Contact Center Outsourcing Market: Revenue Forecast by Service Platform, North America, 2013–2019~ 3. Contact Center Outsourcing Market: Revenue Forecast by Industry Vertical, North America, 2013–2019~ 4. Contact Center Outsourcing Market: Revenue Forecast by Service Function, North America, 2013–2019~ 5. Contact Center Outsourcing Market: Revenue Forecast by Fulfillment Region, North America, 2013–2019~ 6. Contact Center Outsourcing Market: Market Share by Revenue, North America, 2014~ |
| Author | Michael DeSalles |
| Industries | Information Technology |
| WIP Number | NF90-01-00-00-00 |
| Is Prebook | No |
North American Contact Center Outsourcing Market
$6,000.00
Special Price $4,500.00 save 25 %