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North American Contact Center Outsourcing Market

Digital Transformation Drives Vendor Consolidation


RELEASE DATE
22-Dec-2015
REGION
North America
DELIVERABLE TYPE
Market Research

RESEARCH CODE
NF90-01-00-00-00
SKU
IT00769-NA-MR_02076
Yes
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North American Contact Center Outsourcing Market
Published on: 22-Dec-2015 | SKU: IT00769-NA-MR_02076

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Description

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.

Table of Contents

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 & Charts
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
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