November 24, 2015
If you're in the contact center business, better times are ahead. That's the gist of a new report that examined the industry's outlook for the next five years and projects a growth rate of nearly 10 percent across the board.
“Businesses around the world have become increasingly dependent on various technologies and the Internet to operate their businesses and drive revenue growth,” says the report from R&R Market Research. “This trend is expected to intensify, indicating that the role of IT has become vital and directly contributes to the organization’s strategic priorities.”
According to the “Global Contact Center Market 2015–2019” report, contact center outsourcing is expected to grow significantly, as a majority of organizations are relying on third parties that specialize in contact center services. New entrants are trying to differentiate themselves by providing new technology applications and service offerings.
Contact centers have undergone a significant evolution overall over the past decade. The report noted that many companies operate multiple contact centers to manage all their customer interactions, whether these are handled by an in-house team or outsourced to third-party providers.
“[The contact center] offers various services, such as support or help desk, customer service, and sales and marketing,” the report said. “They assist enterprises by providing a better customer experience, increased productivity, and valuable business intelligence that allows them to focus on their core competencies; they also help reduce time-to-market, provide access to new talent and expertise along with the latest technologies, and help build an organization with a cost-effective structure in the long run. It is responsible for managing priorities and reporting on all email, voice, web chat, text, and social media messages in the same way.”
The report's analysts forecast that the global contact center market will grow at a CAGR of 9.26 percent from 2014 to 2019, based on both current usage and future growth prospects.
The report was prepared based on an in-depth market analysis that drew on input from inContact, a leader in cloud contact centers, and other industry experts, and examined the Americas, the Eastern and Middle Eastern markets, and the Asia-Pacific region.