North American Outsourced Contact Center Services Market

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This report provides detailed revenue forecasts including market breakouts as follows: inbound vs outbound; by application (customer service, telemarketing; order-taking; helpdesk); by contact media (voice, email, text-chat, etc), by live interaction vs automated devices, and by vertical market (financial, telecom, travel and hospitality, retail, insurance, healthcare etc). A competitive analysis is provided by Tier 1, Tier 2 and Tier 3 competitors. Market shares are provided for the top 15 companies in the market.

Table of Contents

North American Outsourced Contact Center Services Market, Impact of Economic Downturn & Trend Towards Off-ShoringSummary of Major FindingsState of the IndustryChallenges Facing Market VendorsKey Market TrendsMarket AnalysisMarket DriversMarket RestraintsRevenue ForecastsPercent of Revenues by Inbound versus Outbound ServicesPercent of Revenues by ApplicationPercent of Revenues by Inbound CS/Helpdesk Vs. Outbound CS/MaintenancePercent of Revenues by Inbound Order Taking Vs. Outbound TelemarketingPercent of Activities by Type of Contact MediumPercent of Revenues by Live Interaction versus Automated SystemsPercent of Revenues by Vertical MarketPricing AnalysisCompetitive AnalysisGrowth StrategiesFrost & Sullivan Market Engineering Award




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