North America Contact Center Market by Manufacturers, Countries, Type and Application, Forecast to 2022

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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 enterprise's overall customer relationship management (CRM). Scope of the Report: This report focuses on the Contact Center in North America market, especially in United States, Canada and Mexico. This report categorizes the market based on manufacturers, countries, type and application. Market Segment by Manufacturers, this report covers Teleperformance Convergys (Stream) Sykes Enterprises Inc. Transcom Atento Arvato West Corporation Acticall (Sitel) TeleTech Holdings Inc. Comdata Group Serco Concentrix Market Segment by Countries, covering United States Canada Mexico Market Segment by Type, covers Type 1 Type 2 Market Segment by Applications, can be divided into Telecommunication Banking, Financial Services and Insurance (BFSI) Government and Public Sector Healthcare and Life Sciences Retail and Consumer Goods Others There are 15 Chapters to deeply display the North America Contact Center market. Chapter 1, to describe Contact Center Introduction, product type and application, market overview, market analysis by countries, market opportunities, market risk, market driving force; Chapter 2, to analyze the manufacturers of Contact Center, with profile, main business, news, sales, price, revenue and market share in 2016 and 2017; Chapter 3, to display the competitive situation among the top manufacturers, with profile, main business, news, sales, price, revenue and market share in 2016 and 2017; Chapter 4, to show the North America market by countries, covering United States, Canada and Mexico, with sales, revenue and market share of Contact Center, for each country, from 2012 to 2017; Chapter 5 and 6, to show the market by type and application, with sales, price, revenue, market share and growth rate by type, application, from 2012 to 2017; Chapter 7, 8 and 9, to analyze the segment market in United States, Canada and Mexico, by manufacturers, type and application, with sales, price, revenue and market share by manufacturers, types and applications; Chapter 10, Contact Center market forecast, by countries, type and application, with sales, price and revenue, from 2017 to 2022; Chapter 11, to analyze the manufacturing cost, key raw materials and manufacturing process etc. Chapter 12, to analyze the industrial chain, sourcing strategy and downstream end users (buyers); Chapter 13, to describe sales channel, distributors, traders, dealers etc. Chapter 14 and 15, to describe Contact Center Research Findings and Conclusion, Appendix, methodology and data source

 

Table of Contents 1 Market Overview 1.1 Contact Center Introduction 1.2 Market Analysis by Type 1.2.1 Type 1 1.2.2 Type 2 1.3 Market Analysis by Applications 1.3.1 Telecommunication 1.3.2 Banking, Financial Services and Insurance (BFSI) 1.3.3 Government and Public Sector 1.3.4 Healthcare and Life Sciences 1.3.5 Retail and Consumer Goods 1.3.6 Others 1.4 Market Analysis by Countries 1.4.1 United States Status and Prospect (2012-2022) 1.4.2 Mexico Status and Prospect (2012-2022) 1.4.3 Canada Status and Prospect (2012-2022) 1.5 Market Dynamics 1.5.1 Market Opportunities 1.5.2 Market Risk 1.5.3 Market Driving Force 2 Manufacturers Profiles 2.1 Teleperformance 2.1.1 Profile 2.1.2 Contact Center Type and Applications 2.1.2.1 Type 1 2.1.2.2 Type 2 2.1.3 Teleperformance Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.1.4 Business Overview 2.1.5 Teleperformance News 2.2 Convergys (Stream) 2.2.1 Profile 2.2.2 Contact Center Type and Applications 2.2.2.1 Type 1 2.2.2.2 Type 2 2.2.3 Convergys (Stream) Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.2.4 Business Overview 2.2.5 Convergys (Stream) News 2.3 Sykes Enterprises Inc. 2.3.1 Profile 2.3.2 Contact Center Type and Applications 2.3.2.1 Type 1 2.3.2.2 Type 2 2.3.3 Sykes Enterprises Inc. Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.3.4 Business Overview 2.3.5 Sykes Enterprises Inc. News 2.4 Transcom 2.4.1 Profile 2.4.2 Contact Center Type and Applications 2.4.2.1 Type 1 2.4.2.2 Type 2 2.4.3 Transcom Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.4.4 Business Overview 2.4.5 Transcom News 2.5 Atento 2.5.1 Profile 2.5.2 Contact Center Type and Applications 2.5.2.1 Type 1 2.5.2.2 Type 2 2.5.3 Atento Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.5.4 Business Overview 2.5.5 Atento News 2.6 Arvato 2.6.1 Profile 2.6.2 Contact Center Type and Applications 2.6.2.1 Type 1 2.6.2.2 Type 2 2.6.3 Arvato Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.6.4 Business Overview 2.6.5 Arvato News 2.7 West Corporation 2.7.1 Profile 2.7.2 Contact Center Type and Applications 2.7.2.1 Type 1 2.7.2.2 Type 2 2.7.3 West Corporation Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.7.4 Business Overview 2.7.5 West Corporation News 2.8 Acticall (Sitel) 2.8.1 Profile 2.8.2 Contact Center Type and Applications 2.8.2.1 Type 1 2.8.2.2 Type 2 2.8.3 Acticall (Sitel) Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.8.4 Business Overview 2.8.5 Acticall (Sitel) News 2.9 TeleTech Holdings Inc. 2.9.1 Profile 2.9.2 Contact Center Type and Applications 2.9.2.1 Type 1 2.9.2.2 Type 2 2.9.3 TeleTech Holdings Inc. Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.9.4 Business Overview 2.9.5 TeleTech Holdings Inc. News 2.10 Comdata Group 2.10.1 Profile 2.10.2 Contact Center Type and Applications 2.10.2.1 Type 1 2.10.2.2 Type 2 2.10.3 Comdata Group Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.10.4 Business Overview 2.10.5 Comdata Group News 2.11 Serco 2.11.1 Profile 2.11.2 Contact Center Type and Applications 2.11.2.1 Type 1 2.11.2.2 Type 2 2.11.3 Serco Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.11.4 Business Overview 2.11.5 Serco News 2.12 Concentrix 2.12.1 Profile 2.12.2 Contact Center Type and Applications 2.12.2.1 Type 1 2.12.2.2 Type 2 2.12.3 Concentrix Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) 2.12.4 Business Overview 2.12.5 Concentrix News 3 North America Contact Center Market Competition, by Manufacturer 3.1 North America Contact Center Sales and Market Share by Manufacturer (2016-2017) 3.2 North America Contact Center Revenue and Market Share by Manufacturer (2016-2017) 3.3 North America Contact Center Price by Manufacturers (2016-2017) 3.4 Market Concentration Rate 3.4.1 Top 3 Contact Center Manufacturer Market Share 3.4.2 Top 5 Contact Center Manufacturer Market Share 3.5 Market Competition Trend 4 North America Contact Center Market Analysis by Countries 4.1 North America Contact Center Sales Market Share by Countries 4.2 North America Contact Center Sales by Countries (2012-2017) 4.3 North America Contact Center Revenue (Value) by Countries (2012-2017) 5 North America Market Segmentation Contact Center by Type 5.1 North America Contact Center Sales, Revenue and Market Share by Type (2012-2017) 5.1.1 North America Contact Center Sales and Market Share by Type (2012-2017) 5.1.2 North America Contact Center Revenue and Market Share by Type (2012-2017) 5.2 Type 1 Sales Growth and Price 5.2.1 North America Type 1 Sales Growth (2012-2017) 5.2.2 North America Type 1 Price (2012-2017) 5.3 Type 2 Sales Growth and Price 5.3.1 North America Type 2 Sales Growth (2012-2017) 5.3.2 North America Type 2 Price (2012-2017) 6 North America Market Segmentation Contact Center by Application 6.1 North America Contact Center Sales Market Share by Application (2012-2017) 6.2 Telecommunication Sales Growth (2012-2017) 6.3 Banking, Financial Services and Insurance (BFSI) Sales Growth (2012-2017) 6.4 Government and Public Sector Sales Growth (2012-2017) 6.5 Healthcare and Life Sciences Sales Growth (2012-2017) 6.6 Retail and Consumer Goods Sales Growth (2012-2017) 6.7 Others Sales Growth (2012-2017) 7 United States Contact Center Sales, Revenue, by Type, Application and Manufacturers 7.1 United States Contact Center Revenue, Sales and Growth Rate (2012-2017) 7.2 United States Contact Center Sales and Market Share by Type 7.3 United States Contact Center Sales by Application (2012-2017) 7.4 United States Contact Center Sales, Revenue and Market Share by Manufacturer 7.4.1 United States Contact Center Sales and Market Share by Manufacturer 7.4.2 United States Contact Center Revenue and Market Share by Manufacturer 7.5 United States Contact Center Export and Import (2012-2017) 8 Canada Contact Center Sales, Revenue, by Type, Application and Manufacturers 8.1 Canada Contact Center Revenue, Sales and Growth Rate (2012-2017) 8.2 Canada Contact Center Sales and Market Share by Type 8.3 Canada Contact Center Sales by Application (2012-2017) 8.4 Canada Contact Center Sales, Revenue and Market Share by Manufacturer 8.4.1 Canada Contact Center Sales and Market Share by Manufacturer 8.4.2 Canada Contact Center Revenue and Market Share by Manufacturer 8.5 Canada Contact Center Export and Import (2012-2017) 9 Mexico Contact Center Sales, Revenue, by Type, Application and Manufacturers 9.1 Mexico Contact Center Revenue, Sales and Growth Rate (2012-2017) 9.2 Mexico Contact Center Sales and Market Share by Type 9.3 Mexico Contact Center Sales by Application (2012-2017) 9.4 Mexico Contact Center Sales, Revenue and Market Share by Manufacturer 9.4.1 Mexico Contact Center Sales and Market Share by Manufacturer 9.4.2 Mexico Contact Center Revenue and Market Share by Manufacturer 9.5 Mexico Contact Center Export and Import (2012-2017) 10 Contact Center Market Forecast (2017-2022) 10.1 North America Contact Center Sales, Revenue and Growth Rate (2017-2022) 10.2 Contact Center Market Forecast by Countries (2017-2022) 10.2.1 United States Contact Center Forecast (2017-2022) 10.2.2 Canada Contact Center Forecast (2017-2022) 10.2.3 Mexico Contact Center Forecast (2017-2022) 10.3 Contact Center Market Forecast by Type (2017-2022) 10.4 Contact Center Market Forecast by Application (2017-2022) 11 Contact Center Manufacturing Cost Analysis 11.1 Contact Center Key Raw Materials Analysis 11.1.1 Key Raw Materials 11.1.2 Price Trend of Key Raw Materials 11.1.3 Key Suppliers of Raw Materials 11.1.4 Market Concentration Rate of Raw Materials 11.2 Proportion of Manufacturing Cost Structure 11.2.1 Raw Materials 11.2.2 Labor Cost 11.2.3 Manufacturing Expenses 11.3 Manufacturing Process Analysis of Contact Center 12 Industrial Chain, Sourcing Strategy and Downstream Buyers 12.1 Contact Center Industrial Chain Analysis 12.2 Upstream Raw Materials Sourcing 12.3 Raw Materials Sources of Contact Center Major Manufacturers in 2016 12.4 Downstream Buyers 13 Sales Channel, Distributors, Traders and Dealers 13.1 Sales Channel 13.1.1 Direct Marketing 13.1.2 Indirect Marketing 13.1.3 Marketing Channel Future Trend 13.2 Distributors, Traders and Dealers 14 Research Findings and Conclusion 15 Appendix 15.1 Methodology 15.2 Analyst Introduction 15.3 Data Source

List of Tables and Figures Figure Contact Center Picture Table Product Specifications of Contact Center Figure North America Sales Market Share of Contact Center by Types in 2016 Table Types of Contact Center Figure Type 1 Picture Table Major Manufacturers of Type 1 Figure Type 2 Picture Table Major Manufacturers of Type 2 Table North America Contact Center Sales Market Share by Applications in 2016 Table Applications of Contact Center Figure Telecommunication Picture Figure Banking, Financial Services and Insurance (BFSI) Picture Figure Government and Public Sector Picture Figure Healthcare and Life Sciences Picture Figure Retail and Consumer Goods Picture Figure Others Picture Figure United States Contact Center Revenue (Million USD) and Growth Rate (2012-2022) Figure Mexico Contact Center Revenue (Million USD) and Growth Rate (2012-2022) Figure Canada Contact Center Revenue (Million USD) and Growth Rate (2012-2022) Table Teleperformance Basic Information, Manufacturing Base and Competitors Table Teleperformance Contact Center Type and Applications Table Teleperformance Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table Convergys (Stream) Basic Information, Manufacturing Base and Competitors Table Convergys (Stream) Contact Center Type and Applications Table Convergys (Stream) Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table Sykes Enterprises Inc. Basic Information, Manufacturing Base and Competitors Table Sykes Enterprises Inc. Contact Center Type and Applications Table Sykes Enterprises Inc. Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table Transcom Basic Information, Manufacturing Base and Competitors Table Transcom Contact Center Type and Applications Table Transcom Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table Atento Basic Information, Manufacturing Base and Competitors Table Atento Contact Center Type and Applications Table Atento Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table Arvato Basic Information, Manufacturing Base and Competitors Table Arvato Contact Center Type and Applications Table Arvato Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table West Corporation Basic Information, Manufacturing Base and Competitors Table West Corporation Contact Center Type and Applications Table West Corporation Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table Acticall (Sitel) Basic Information, Manufacturing Base and Competitors Table Acticall (Sitel) Contact Center Type and Applications Table Acticall (Sitel) Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table TeleTech Holdings Inc. Basic Information, Manufacturing Base and Competitors Table TeleTech Holdings Inc. Contact Center Type and Applications Table TeleTech Holdings Inc. Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table Comdata Group Basic Information, Manufacturing Base and Competitors Table Comdata Group Contact Center Type and Applications Table Comdata Group Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table Serco Basic Information, Manufacturing Base and Competitors Table Serco Contact Center Type and Applications Table Serco Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table Concentrix Basic Information, Manufacturing Base and Competitors Table Concentrix Contact Center Type and Applications Table Concentrix Contact Center Sales, Price, Revenue, Gross Margin and Market Share (2016-2017) Table North America Contact Center Sales by Manufacturer (2016-2017) Figure North America Contact Center Sales Market Share by Manufacturer in 2016 Figure North America Contact Center Sales Market Share by Manufacturer in 2017 Table North America Contact Center Revenue by Manufacturer (2016-2017) Figure North America Contact Center Revenue Market Share by Manufacturer in 2016 Figure North America Contact Center Revenue Market Share by Manufacturer in 2017 Table North America Contact Center Price by Manufacturers (2016-2017) Figure Top 3 Contact Center Manufacturer Market Share in 2016 Figure Top 3 Contact Center Manufacturer Market Share in 2017 Figure Top 5 Contact Center Manufacturer Market Share in 2016 Figure Top 5 Contact Center Manufacturer Market Share in 2017 Figure North America Contact Center Sales and Growth (2012-2017) Table North America Contact Center Sales by Countries (2012-2017) Table North America Contact Center Sales Market Share by Countries (2012-2017) Figure North America 2012 Contact Center Sales Market Share by Countries Figure North America 2016 Contact Center Sales Market Share by Countries Figure North America Contact Center Revenue and Growth (2012-2017) Table North America Contact Center Revenue by Countries (2012-2017) Table North America Contact Center Revenue Market Share by Countries (2012-2017) Table North America 2012 Contact Center Revenue Market Share by Countries Table North America 2016 Contact Center Revenue Market Share by Countries Table North America Contact Center Sales by Type (2012-2017) Table North America Contact Center Sales Share by Type (2012-2017) Table North America Contact Center Revenue by Type (2012-2017) Table North America Contact Center Revenue Share by Type (2012-2017) Figure North America Type 1 Sales Growth (2012-2017) Figure North America Type 1 Price (2012-2017) Figure North America Type 2 Sales Growth (2012-2017) Figure North America Type 2 Price (2012-2017) Table North America Contact Center Sales by Application (2012-2017) Table North America Contact Center Sales Share by Application (2012-2017) Figure North America Telecommunication Sales Growth (2012-2017) Figure North America Banking, Financial Services and Insurance (BFSI) Sales Growth (2012-2017) Figure North America Government and Public Sector Sales Growth (2012-2017) Figure North America Healthcare and Life Sciences Sales Growth (2012-2017) Figure North America Retail and Consumer Goods Sales Growth (2012-2017) Figure North America Others Sales Growth (2012-2017) Figure United States Contact Center Revenue and Growth (2012-2017) Figure United States Contact Center Sales and Growth (2012-2017) Table United States Contact Center Sales by Type (2012-2017) Table United States Contact Center Sales Market Share by Type (2012-2017) Table United States Contact Center Sales by Application (2012-2017) Table United States Contact Center Sales Market Share by Application (2012-2017) Table United States Contact Center Sales by Manufacturer (2016-2017) Figure United States Contact Center Sales Market Share by Manufacturer in 2016 Figure United States Contact Center Sales Market Share by Manufacturer in 2017 Table United States Contact Center Revenue by Manufacturer (2016-2017) Figure United States Contact Center Revenue Market Share by Manufacturer in 2016 Figure United States Contact Center Revenue Market Share by Manufacturer in 2017 Table United States Contact Center Export and Import (2012-2017) Figure Canada Contact Center Revenue and Growth (2012-2017) Figure Canada Contact Center Sales and Growth (2012-2017) Table Canada Contact Center Sales by Type (2012-2017) Table Canada Contact Center Sales Market Share by Type (2012-2017) Table Canada Contact Center Sales by Application (2012-2017) Table Canada Contact Center Sales Market Share by Application (2012-2017) Table Canada Contact Center Sales by Manufacturer (2016-2017) Figure Canada Contact Center Sales Market Share by Manufacturer in 2016 Figure Canada Contact Center Sales Market Share by Manufacturer in 2017 Table Canada Contact Center Revenue by Manufacturer (2016-2017) Figure Canada Contact Center Revenue Market Share by Manufacturer in 2016 Figure Canada Contact Center Revenue Market Share by Manufacturer in 2017 Table Canada Contact Center Export and Import (2012-2017) Figure Mexico Contact Center Revenue and Growth (2012-2017) Figure Mexico Contact Center Sales and Growth (2012-2017) Table Mexico Contact Center Sales by Type (2012-2017) Table Mexico Contact Center Sales Market Share by Type (2012-2017) Table Mexico Contact Center Sales by Application (2012-2017) Table Mexico Contact Center Sales Market Share by Application (2012-2017) Table Mexico Contact Center Sales by Manufacturer (2016-2017) Figure Mexico Contact Center Sales Market Share by Manufacturer in 2016 Figure Mexico Contact Center Sales Market Share by Manufacturer in 2017 Table Mexico Contact Center Revenue by Manufacturer (2016-2017) Figure Mexico Contact Center Revenue Market Share by Manufacturer in 2016 Figure Mexico Contact Center Revenue Market Share by Manufacturer in 2017 Table Mexico Contact Center Export and Import (2012-2017) Figure North America Contact Center Sales, Revenue and Growth Rate (2017-2022) Table North America Contact Center Sales Forecast by Countries (2017-2022) Table North America Contact Center Market Share Forecast by Countries (2017-2022) Figure United States Contact Center Sales Forecast (2017-2022) Figure Canada Contact Center Sales Forecast (2017-2022) Figure Mexico Contact Center Sales Forecast (2017-2022) Table North America Contact Center Sales Forecast by Type (2017-2022) Table North America Contact Center Market Share Forecast by Type (2017-2022) Table North America Contact Center Sales Forecast by Application (2017-2022) Table North America Contact Center Market Share Forecast by Application (2017-2022) Table Sales Base and Market Concentration Rate of Raw Material Figure Price Trend of Key Raw Materials Table Key Suppliers of Raw Materials Figure Manufacturing Cost Structure of Contact Center Figure Manufacturing Process Analysis of Contact Center Figure Contact Center Industrial Chain Analysis Table Raw Materials Sources of Contact Center Major Manufacturers in 2016 Table Major Buyers of Contact Center Table Distributors/Traders/ Dealers List

Qualitative Analysis covers:

  • Industry Status and Trends
  • Manufacturer/Company profiles, manufacturing base distribution, sales areas, product introduction, main business, market position and their competitors.
  • Product Development, Technology, Price, Cost, Manufacturing Process and Trends
  • Market segment by regions, types, applications and forecast
  • Market opportunities, potential, government policies and influence factors.
     

Quantitative Analysis covers:

  • Market size (value, sales/output, historical data and forecasts)
  • Sales/output/capacity, revenue, price, gross margin, market share, for top players. Through interviewing each manufacturers,  distributors, traders, dealers and buyers etc.
  • Cost structure, proportion, price trend, gross margin and trend, status and trend, for 10 years
  • Market size by types, regions, applications for 10 years
  • Market forecast based on the potential demand from downstream clients/buyers, government, influence factors and the total economic indication, maybe occur in following years.
     

Data Sources:

Methodology

 

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