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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
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| 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
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