Global Contact Center market Size by Type, End User and Application: Global Opportunity Analysis
and Industry Forecast, 2020-2025. The base year considered for the study is 2020, and the forecast
has been provided for the period from 2020 to 2025.
A contact center (also referred to as a customer interaction center or e-contact center) is a central
point in an enterprise from which all customer contacts are managed. The contact center typically
includes one or more online call centers but may include other types of customer contact as well,
including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of
information from customers during in-store purchasing. A contact center is generally part of an
enterprises overall customer relationship management (CRM).
The market is driven by various end-user industries, such as Telecommunication, BFSI, Government
and Public Sector, Healthcare and Life Sciences, Retail and Consumer Goods, etc. As the
downstream consumption usually follows with developed and rapid economic growth areas, such
as BRICS, the developed areas’ company prefers investing to underdevelopment regions these
Just as modern technology has transformed communication in our personal lives, current digital
innovations are completely restructuring the traditional contact center business model—
significantly changing the way consumers and businesses communicate. Technology has shifted and
heightened consumer expectations in terms of convenience and variety of communication modes.
While improved continuity and disaster recovery are large contributing factors for contact centers’
purpose in turning to the cloud, innovations in cloud technology are also enabling contact centers
to create new engagement touchpoints for consumers. Not to mention, cloud-based contact centers
offer an increased degree of scalability and integration capabilities, which are unmatched by
traditional on-premise contact center models.
The market is grow