コンタクトセンターの世界市場 2020年：企業別、地域別、種類・用途別

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レポート概要

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Market Overview
The Contact Center market report provides a detailed analysis of global market size, regional and country-level market size, segmentation market growth, market share, competitive Landscape, sales analysis, impact of domestic and global market players, value chain optimization, trade regulations, recent developments, opportunities analysis, strategic market growth analysis, product launches, area marketplace expanding, and technological innovations.

The most likely (base case) scenario is that the global Contact Center sales will be xx in 2020 from Contact Center million in 2019, with a change xx% between 2019 and 2020. In addition, based on the latest study, it is to predict that the Covid-19 will be under control in key countries like the United States, Western Europe, East Asia, by the end of Q2 (June), and will resume normal production in Q3 and Q4, the global Contact Center market size is expected to grow at xx% or more annually for the next five years.

This report also researches and evaluates the impact of Covid-19 outbreak on the Contact Center industry, involving potential opportunity and challenges, drivers and risks. We present the impact assessment of Covid-19 effects on Contact Center and market growth forecast based on different scenario (optimistic, pessimistic, very optimistic, most likely etc.).

Market segmentation
Contact Center market is split by Type and by Application. For the period 2015-2025, the growth among segments provide accurate calculations and forecasts for sales by Type and by Application in terms of volume and value. This analysis can help you expand your business by targeting qualified niche markets.

By Type, Contact Center market has been segmented into:
24 hours
online service

By Application, Contact Center has been segmented into:
Telecommunication
Banking, Financial Services and Insurance (BFSI)
Government and Public Sector
Healthcare and Life Sciences
Retail and Consumer Goods
Others

Regions and Countries Level Analysis
Regional analysis is another highly comprehensive part of the research and analysis study of the global Contact Center market presented in the report. This section sheds light on the sales growth of different regional and country-level Contact Center markets. For the historical and forecast period 2015 to 2025, it provides detailed and accurate country-wise volume analysis and region-wise market size analysis of the global Contact Center market.

The report offers in-depth assessment of the growth and other aspects of the Contact Center market in important countries (regions), including:
North America (United States, Canada and Mexico)
Europe (Germany, France, UK, Russia and Italy)
Asia-Pacific (China, Japan, Korea, India, Southeast Asia and Australia)
South America (Brazil, Argentina, Colombia)
Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa)

Competitive Landscape and Contact Center Market Share Analysis
Contact Center competitive landscape provides details by vendors, including company overview, company total revenue (financials), market potential, global presence, Contact Center sales and revenue generated, market share, price, production sites and facilities, SWOT analysis, product launch. For the period 2015-2020, this study provides the Contact Center sales, revenue and market share for each player covered in this report.

The major players covered in Contact Center are:
Teleperformance
Acticall (Sitel)
Transcom
Convergys (Stream)
West Corporation
Sykes Enterprises Inc.
Comdata Group
Arvato
Atento
TeleTech Holdings Inc.
Serco
Concentrix

レポート目次

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1 Contact Center Market Overview
1.1 Product Overview and Scope of Contact Center
1.2 Classification of Contact Center by Type
1.2.1 Global Contact Center Revenue by Type: 2015 VS 2019 VS 2025
1.2.2 Global Contact Center Revenue Market Share by Type in 2019
1.2.3 24 hours
1.2.4 online service
1.3 Global Contact Center Market by Application
1.3.1 Overview: Global Contact Center Revenue by Application: 2015 VS 2019 VS 2025
1.3.2 Telecommunication
1.3.3 Banking, Financial Services and Insurance (BFSI)
1.3.4 Government and Public Sector
1.3.5 Healthcare and Life Sciences
1.3.6 Retail and Consumer Goods
1.3.7 Others
1.4 Global Contact Center Market by Regions
1.4.1 Global Contact Center Market Size by Regions: 2015 VS 2019 VS 2025
1.4.2 Global Market Size of Contact Center (2015-2025)
1.4.3 North America (USA, Canada and Mexico) Contact Center Status and Prospect (2015-2025)
1.4.4 Europe (Germany, France, UK, Russia and Italy) Contact Center Status and Prospect (2015-2025)
1.4.5 Asia-Pacific (China, Japan, Korea, India and Southeast Asia) Contact Center Status and Prospect (2015-2025)
1.4.6 South America (Brazil, Argentina, Colombia) Contact Center Status and Prospect (2015-2025)
1.4.7 Middle East & Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa) Contact Center Status and Prospect (2015-2025)
1.5 COVID-19 Outbreak: Contact Center Industry Impact
1.5.1 COVID-19 Potential Implications for the Contact Center
1.5.1.1 Scenario One: Very Optimistic: COVID-19 has No Influence on Contact Center
1.5.1.2 Scenario Two: Optimistic: COVID-19 Will Be Under Control by the End of April
1.5.1.3 Scenario Three: Gloomy: COVID-19 Will Be Under Control Between Q3 and Q4
1.5.1.4 Scenario Four: Most Likely: COVID-19 Will Be Under Control by the End of Q2
1.5.2 Opportunity Analysis in Covid-19 Crisis
1.5.3 Market Risk and Restraints
1.5.4 Market Driving Force
2 Company Profiles
2.1 Teleperformance
2.1.1 Teleperformance Details
2.1.2 Teleperformance Major Business and Total Revenue (Financial Highlights) Analysis
2.1.3 Teleperformance SWOT Analysis
2.1.4 Teleperformance Product and Services
2.1.5 Teleperformance Contact Center Revenue, Gross Margin and Market Share (2018-2019)
2.2 Acticall (Sitel)
2.2.1 Acticall (Sitel) Details
2.2.2 Acticall (Sitel) Major Business and Total Revenue (Financial Highlights) Analysis
2.2.3 Acticall (Sitel) SWOT Analysis
2.2.4 Acticall (Sitel) Product and Services
2.2.5 Acticall (Sitel) Contact Center Revenue, Gross Margin and Market Share (2018-2019)
2.3 Transcom
2.3.1 Transcom Details
2.3.2 Transcom Major Business and Total Revenue (Financial Highlights) Analysis
2.3.3 Transcom SWOT Analysis
2.3.4 Transcom Product and Services
2.3.5 Transcom Contact Center Revenue, Gross Margin and Market Share (2018-2019)
2.4 Convergys (Stream)
2.4.1 Convergys (Stream) Details
2.4.2 Convergys (Stream) Major Business and Total Revenue (Financial Highlights) Analysis
2.4.3 Convergys (Stream) SWOT Analysis
2.4.4 Convergys (Stream) Product and Services
2.4.5 Convergys (Stream) Contact Center Revenue, Gross Margin and Market Share (2018-2019)
2.5 West Corporation
2.5.1 West Corporation Details
2.5.2 West Corporation Major Business and Total Revenue (Financial Highlights) Analysis
2.5.3 West Corporation SWOT Analysis
2.5.4 West Corporation Product and Services
2.5.5 West Corporation Contact Center Revenue, Gross Margin and Market Share (2018-2019)
2.6 Sykes Enterprises Inc.
2.6.1 Sykes Enterprises Inc. Details
2.6.2 Sykes Enterprises Inc. Major Business and Total Revenue (Financial Highlights) Analysis
2.6.3 Sykes Enterprises Inc. SWOT Analysis
2.6.4 Sykes Enterprises Inc. Product and Services
2.6.5 Sykes Enterprises Inc. Contact Center Revenue, Gross Margin and Market Share (2018-2019)
2.7 Comdata Group
2.7.1 Comdata Group Details
2.7.2 Comdata Group Major Business and Total Revenue (Financial Highlights) Analysis
2.7.3 Comdata Group SWOT Analysis
2.7.4 Comdata Group Product and Services
2.7.5 Comdata Group Contact Center Revenue, Gross Margin and Market Share (2018-2019)
2.8 Arvato
2.8.1 Arvato Details
2.8.2 Arvato Major Business and Total Revenue (Financial Highlights) Analysis
2.8.3 Arvato SWOT Analysis
2.8.4 Arvato Product and Services
2.8.5 Arvato Contact Center Revenue, Gross Margin and Market Share (2018-2019)
2.9 Atento
2.9.1 Atento Details
2.9.2 Atento Major Business and Total Revenue (Financial Highlights) Analysis
2.9.3 Atento SWOT Analysis
2.9.4 Atento Product and Services
2.9.5 Atento Contact Center Revenue, Gross Margin and Market Share (2018-2019)
2.10 TeleTech Holdings Inc.
2.10.1 TeleTech Holdings Inc. Details
2.10.2 TeleTech Holdings Inc. Major Business and Total Revenue (Financial Highlights) Analysis
2.10.3 TeleTech Holdings Inc. SWOT Analysis
2.10.4 TeleTech Holdings Inc. Product and Services
2.10.5 TeleTech Holdings Inc. Contact Center Revenue, Gross Margin and Market Share (2018-2019)
2.11 Serco
2.11.1 Serco Details
2.11.2 Serco Major Business and Total Revenue (Financial Highlights) Analysis
2.11.3 Serco SWOT Analysis
2.11.4 Serco Product and Services
2.11.5 Serco Contact Center Revenue, Gross Margin and Market Share (2018-2019)
2.12 Concentrix
2.12.1 Concentrix Details
2.12.2 Concentrix Major Business and Total Revenue (Financial Highlights) Analysis
2.12.3 Concentrix SWOT Analysis
2.12.4 Concentrix Product and Services
2.12.5 Concentrix Contact Center Revenue, Gross Margin and Market Share (2018-2019)
3 Market Competition, by Players
3.1 Global Contact Center Revenue and Share by Players (2015-2020)
3.2 Market Concentration Rate
3.2.1 Top 5 Contact Center Players Market Share
3.2.2 Top 10 Contact Center Players Market Share
3.3 Market Competition Trend
4 Market Size by Regions
4.1 Global Contact Center Revenue and Market Share by Regions
4.2 North America Contact Center Revenue and Growth Rate (2015-2020)
4.3 Europe Contact Center Revenue and Growth Rate (2015-2020)
4.4 Asia-Pacific Contact Center Revenue and Growth Rate (2015-2020)
4.5 South America Contact Center Revenue and Growth Rate (2015-2020)
4.6 Middle East & Africa Contact Center Revenue and Growth Rate (2015-2020)
5 North America Contact Center Revenue by Countries
5.1 North America Contact Center Revenue by Countries (2015-2020)
5.2 USA Contact Center Revenue and Growth Rate (2015-2020)
5.3 Canada Contact Center Revenue and Growth Rate (2015-2020)
5.4 Mexico Contact Center Revenue and Growth Rate (2015-2020)
6 Europe Contact Center Revenue by Countries
6.1 Europe Contact Center Revenue by Countries (2015-2020)
6.2 Germany Contact Center Revenue and Growth Rate (2015-2020)
6.3 UK Contact Center Revenue and Growth Rate (2015-2020)
6.4 France Contact Center Revenue and Growth Rate (2015-2020)
6.5 Russia Contact Center Revenue and Growth Rate (2015-2020)
6.6 Italy Contact Center Revenue and Growth Rate (2015-2020)
7 Asia-Pacific Contact Center Revenue by Countries
7.1 Asia-Pacific Contact Center Revenue by Countries (2015-2020)
7.2 China Contact Center Revenue and Growth Rate (2015-2020)
7.3 Japan Contact Center Revenue and Growth Rate (2015-2020)
7.4 Korea Contact Center Revenue and Growth Rate (2015-2020)
7.5 India Contact Center Revenue and Growth Rate (2015-2020)
7.6 Southeast Asia Contact Center Revenue and Growth Rate (2015-2020)
8 South America Contact Center Revenue by Countries
8.1 South America Contact Center Revenue by Countries (2015-2020)
8.2 Brazil Contact Center Revenue and Growth Rate (2015-2020)
8.3 Argentina Contact Center Revenue and Growth Rate (2015-2020)
9 Middle East & Africa Revenue Contact Center by Countries
9.1 Middle East & Africa Contact Center Revenue by Countries (2015-2020)
9.2 Saudi Arabia Contact Center Revenue and Growth Rate (2015-2020)
9.3 UAE Contact Center Revenue and Growth Rate (2015-2020)
9.4 Egypt Contact Center Revenue and Growth Rate (2015-2020)
9.5 South Africa Contact Center Revenue and Growth Rate (2015-2020)
10 Market Size Segment by Type
10.1 Global Contact Center Revenue and Market Share by Type (2015-2020)
10.2 Global Contact Center Market Forecast by Type (2019-2024)
10.3 24 hours Revenue Growth Rate (2015-2025)
10.4 online service Revenue Growth Rate (2015-2025)
11 Global Contact Center Market Segment by Application
11.1 Global Contact Center Revenue Market Share by Application (2015-2020)
11.2 Contact Center Market Forecast by Application (2019-2024)
11.3 Telecommunication Revenue Growth (2015-2020)
11.4 Banking, Financial Services and Insurance (BFSI) Revenue Growth (2015-2020)
11.5 Government and Public Sector Revenue Growth (2015-2020)
11.6 Healthcare and Life Sciences Revenue Growth (2015-2020)
11.7 Retail and Consumer Goods Revenue Growth (2015-2020)
11.8 Others Revenue Growth (2015-2020)
12 Global Contact Center Market Size Forecast (2021-2025)
12.1 Global Contact Center Market Size Forecast (2021-2025)
12.2 Global Contact Center Market Forecast by Regions (2021-2025)
12.3 North America Contact Center Revenue Market Forecast (2021-2025)
12.4 Europe Contact Center Revenue Market Forecast (2021-2025)
12.5 Asia-Pacific Contact Center Revenue Market Forecast (2021-2025)
12.6 South America Contact Center Revenue Market Forecast (2021-2025)
12.7 Middle East & Africa Contact Center Revenue Market Forecast (2021-2025)
13 Research Findings and Conclusion
14 Appendix
14.1 Methodology
14.2 Data Source
14.3 Disclaimer
14.4 About US

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