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Growth Seen Coming for Call Centers

By TMCnet Staff

If you’re in the contact center business, good times are coming. That’s the gist of a new report that looked at the industry for the next five years out, and projects a growth rate of nearly ten percent across the board.

“Business enterprises worldwide have become increasingly dependent on various technologies and the Internet to run their business and drive revenue growth,” says the report from R&R Market Research. “This trend is expected to intensify, which indicates that the role of IT has become vital and directly contributes to the organization's agenda.”

According to the “Global Contact Center Market 2015-2019” report, there is expected to be significant growth in contact center outsourcing 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 experienced an extensive evolution overall, over the last decade. Many enterprises have a number of contact centers to manage all their customer interactions, the report noted, whether it’s an in-house team or outsourced to third-party assistance.

“[The contact center] offers different services such as support or help desk, customer service, and sales and marketing,” the report said. “They aid enterprises by providing better customer experience, productivity, valuable business intelligence to concentrate on their core competencies, reduced time-to-market, access to fresh talent and experience along with the latest technologies, and help build an organization with an economical cost structure in the long run. It is responsible for managing priorities and reporting on all the email, voice, Web chat, text and social messaging in the same way.”

The report’s analysts forecast the global contact center market to grow at a CAGR of 9.26 percent over the period 2014-2019, looking at both current usage and future growth prospects.

The report was prepared based on an in-depth market analysis with inputs from cloud contact center leader inContact and other industry experts, looking at the Americas, the Eastern and Mideast markets, and the Asia Pacific region.