Projected Resurgence in the Global Economy & Rise in Business Activity to Drive the Call Centers Market, According to New Report by Global Industry Analysts, Inc.

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GIA announces the release of a comprehensive global report on Call Centers markets. Spending on Call Centers worldwide is projected to reach US$370 billion by 2020, driven by the revival of the global economy, rise in business activity, and strong focus on cost reduction through outsourcing.

Call Centers: A Global Strategic Business Report

Follow us on LinkedIn – As a direct interface for customers, call centers are vital for businesses. Call centers have a staggering impact on the way modern enterprises communicate with their customers and represent a crucial element in successful delivery of high-quality service. Modern day call centers are focused on delivering unrivalled customer experience, retain customers, increase customer value, and create competitive advantages for businesses. Cost-containment is no longer the only driving force for the development of call centers. The need to maintain customer loyalty, enhance customer value and offer greater investment return, represent equally compelling factors. Developments in Internet technologies, over the years, have influenced efficient call center functioning and management. The modern web-enabled call center is ergonomically designed with high-end capabilities including simultaneous interactive voice, data services and data access over the Internet.

Media-based call center solutions are growing in popularity. Analytical tools, such as speech analytics, predictive analytics, real-time analytics, surveying, quality monitoring, Web analytics, customer value analytics and performance management, are critical in enabling call centers address ever-changing sales and service needs of businesses and their customers. Advanced technologies such as Automatic Speech Recognition (ASR), Call Routing, Automatic Call Distribution (ACD), Voice Response Systems (IVR/VRU), VoIP, Computer Telephony Integration (CTI) and sophisticated CRM tools are among the host of next-gen protocols for modern call centers.

The advent of mobile phones has changed the global call center landscape. The ubiquity of smartphones has rendered a profound impact on the operation of call centers. Customer service in the smartphone era is evolving with call centers rapidly integrating smartphone friendly features into their contact center systems. Most call centers, for instance, have replaced call wait and hold time with intelligent call back options, and integrated visual IVR interface in place of the traditional audio IVR. These smartphone friendly customer care tools help reduce call handling time, costs and provide engaging and efficient customer service. With global penetration of mobile phones pegged at about 80% and smartphones at about 50%, the scenario offers huge opportunity for call centers to further expand their operations and leverage new opportunities in the market.

Cloud is emerging into an influential platform for modern call centers. The cloud-based infrastructure represents the fastest growing vertical within the call center landscape as is evident from the fact that the cloud-based call center seats accounted for more than 20% of the industry capacity as of 2013. The fast diminishing functional gap between cloud and premise-based solutions is making cloud a viable alternative as well as a more logical approach for call centers, globally. Cloud is particularly beneficial for small businesses with limited financial resources to fund the costs associated with the purchase, deployment and management of on-premise solutions. A 1,000-seat cloud operation enables over 30% savings as compared to an on-premise facility, over a 5-year period. Cloud also allows companies to trial new applications more economically and in very less time compared to traditional call centers.

As stated by the new market research report on Call Centers, the United States represents the largest market worldwide. Asia-Pacific ranks as the fastest growing market with a CAGR of 14.2% over the analysis period. Growth in the region is led by increased outsourcing of call center operations to India, and the Philippines. Steady economic growth, booming enterprise market, increase in the number of new commercial establishments, particularly in the retail, manufacturing and industrial sectors are factors driving growth in the region. In addition to India, growth in the call centers market in the region is also forecast to stem from countries such as Australia, Malaysia, Singapore and Thailand.

Major players in the global market include [24]7 Inc., Alliance Data Systems Inc., ATOS S.A., BT Communications (Ireland) Limited, Capita Customer Management Limited, Convergys Corp., Datamatics Global Services Limited, Entel Call Center, EXL Service Holdings Inc., Genpact, HCL BPO Services NI Ltd., IBEX Global, IBM Global Process Services Pvt. Ltd., Plusoft Informatica Ltda, Sitel, Sykes Enterprises Inc., Tata Consultancy Services Limited, Teleperformance SA, West Corporation and Wipro Ltd.

The research report titled “Call Centers: A Global Strategic Business Report” announced by Global Industry Analysts Inc., provides a comprehensive review of market trends, issues, drivers, mergers, acquisitions and other strategic industry activities of major companies worldwide. The report provides market estimates and projections for all major geographic markets such as the US, Canada, Japan, Europe (France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe), Asia-Pacific (Australia, China, India, Philippines, Singapore and Rest of Asia-Pacific), Latin America (Brazil, Mexico and Rest of Latin America) and Rest of World. The global Call Centers market is analyzed by segments, such as, In-House Call Centers and Outsourced Call Centers.

For more details about this comprehensive market research report, please visit –

About Global Industry Analysts, Inc.
Global Industry Analysts, Inc., (GIA) is a leading publisher of off-the-shelf market research. Founded in 1987, the company currently employs over 800 people worldwide. Annually, GIA publishes 1500+ full-scale research reports and analyzes 40,000+ market and technology trends while monitoring more than 126,000 Companies worldwide. Serving over 9500 clients in 27 countries, GIA is recognized today, as one of the world's largest and reputed market research firms.

Global Industry Analysts, Inc.
Telephone: 408-528-9966
Fax: 408-528-9977
Email: press(at)StrategyR(dot)com
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