United States Contact Center Market by Manufacturers, States, 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 United States market, to split the market based on manufacturers, states, 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 States, covering
    California
    Texas
    New York
    Florida
    Illinois

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 17 Chapters to deeply display the United States Contact Center market.

Chapter 1, to describe Contact Center Introduction, product type and application, market overview, market analysis by States, 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 sales, revenue and market share in 2016 and 2017;

Chapter 4, to show the United States market by States, covering California, New York, Texas, Illinois and Florida, with sales, price, revenue and market share of Contact Center, for each state, 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, 9, 10 and 11, to analyze the key States by Type and Application, covering California, New York, Texas, Illinois and Florida, with sales, revenue and market share by types and applications;

Chapter 12, Contact Center market forecast, by States, type and application, with sales, price, revenue and growth rate forecast, from 2017 to 2022;

Chapter 13, to analyze the manufacturing cost, key raw materials and manufacturing process etc.

Chapter 14, to analyze the industrial chain, sourcing strategy and downstream end users (buyers);

Chapter 15, to describe sales channel, distributors, traders, dealers etc.

Chapter 16 and 17, 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 States
        1.4.1 California Status and Prospect (2012-2022)
        1.4.2 Texas Status and Prospect (2012-2022)
        1.4.3 New York Status and Prospect (2012-2022)
        1.4.4 Florida Status and Prospect (2012-2022)
        1.4.5 Illinois 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 United States Contact Center Market Competition, by Manufacturer
    3.1 United States Contact Center Sales and Market Share by Manufacturer (2016-2017)
    3.2 United States Contact Center Revenue and Market Share by Manufacturer (2016-2017)
    3.3 United States 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 United States Contact Center Market Analysis by States
    4.1 United States Contact Center Sales Market Share by States
    4.2 United States Contact Center Sales by States (2012-2017)
    4.3 United States Contact Center Revenue (Value) by States (2012-2017)
5 United States Market Segmentation Contact Center by Type
    5.1 United States Contact Center Sales, Revenue and Market Share by Type (2012-2017)
        5.1.1 United States Contact Center Sales and Market Share by Type (2012-2017)
        5.1.2 United States Contact Center Revenue and Market Share by Type (2012-2017)
    5.2 Type 1 Sales Growth and Price
        5.2.1 United States Type 1 Sales Growth (2012-2017)
        5.2.2 United States Type 1 Price (2012-2017)
    5.3 Type 2 Sales Growth and Price
        5.3.1 United States Type 2 Sales Growth (2012-2017)
        5.3.2 United States Type 2 Price (2012-2017)
6 United States Market Segmentation Contact Center by Application
    6.1 United States 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 California Contact Center Sales, Revenue, by Type, Application and Manufacturers
    7.1 California Contact Center Revenue, Sales and Growth Rate (2012-2017)
    7.2 California Contact Center Sales and Market Share by Type
    7.3 California Contact Center Sales by Application (2012-2017)
8 New York Contact Center Sales, Revenue, by Type, Application and Manufacturers
    8.1 New York Contact Center Revenue, Sales and Growth Rate (2012-2017)
    8.2 New York Contact Center Sales and Market Share by Type
    8.3 New York Contact Center Sales by Application (2012-2017)
9 Texas Contact Center Sales, Revenue, by Type, Application and Manufacturers
    9.1 Texas Contact Center Revenue, Sales and Growth Rate (2012-2017)
    9.2 Texas Contact Center Sales and Market Share by Type
    9.3 Texas Contact Center Sales by Application (2012-2017)
10 Florida Contact Center Sales, Revenue, by Type, Application and Manufacturers
    10.1 Florida Contact Center Revenue, Sales and Growth Rate (2012-2017)
    10.2 Florida Contact Center Sales and Market Share by Type
    10.3 Florida Contact Center Sales by Application (2012-2017)
11 Illinois Contact Center Sales, Revenue, by Type, Application and Manufacturers
    11.1 Illinois Contact Center Revenue, Sales and Growth Rate (2012-2017)
    11.2 Illinois Contact Center Sales and Market Share by Type
    11.3 Illinois Contact Center Sales by Application (2012-2017)
12 Contact Center Market Forecast (2017-2022)
    12.1 United States Contact Center Sales, Revenue and Growth Rate (2017-2022)
    12.2 Contact Center Market Forecast by States (2017-2022)
    12.3 Contact Center Market Forecast by Type (2017-2022)
    12.4 Contact Center Market Forecast by Application (2017-2022)
13 Contact Center Manufacturing Cost Analysis
    13.1 Contact Center Key Raw Materials Analysis
        13.1.1 Key Raw Materials
        13.1.2 Price Trend of Key Raw Materials
        13.1.3 Key Suppliers of Raw Materials
        13.1.4 Market Concentration Rate of Raw Materials
    13.2 Proportion of Manufacturing Cost Structure
        13.2.1 Raw Materials
        13.2.2 Labor Cost
        13.2.3 Manufacturing Expenses
    13.3 Manufacturing Process Analysis of Contact Center
14 Industrial Chain, Sourcing Strategy and Downstream Buyers
    14.1 Contact Center Industrial Chain Analysis
    14.2 Upstream Raw Materials Sourcing
    14.3 Raw Materials Sources of Contact Center Major Manufacturers in 2016
    14.4 Downstream Buyers
15 Sales Channel, Distributors, Traders and Dealers
    15.1 Sales Channel
        15.1.1 Direct Marketing
        15.1.2 Indirect Marketing
        15.1.3 Marketing Channel Future Trend
    15.2 Distributors, Traders and Dealers
16 Research Findings and Conclusion
17 Appendix
    17.1 Methodology
    17.2 Analyst Introduction
    17.3 Data Source

List of Tables and Figures Figure Contact Center Picture Table Product Specifications of Contact Center Figure United States 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 United States 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 California Contact Center Revenue (Million USD) and Growth Rate (2012-2022) Figure Texas Contact Center Revenue (Million USD) and Growth Rate (2012-2022) Figure New York Contact Center Revenue (Million USD) and Growth Rate (2012-2022) Figure Florida Contact Center Revenue (Million USD) and Growth Rate (2012-2022) Figure Illinois 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 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 2015 Figure United States Contact Center Revenue Market Share by Manufacturer in 2016 Table United States 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 United States Contact Center Sales and Growth (2012-2017) Table United States Contact Center Sales by States (2012-2017) Table United States Contact Center Sales Market Share by States (2012-2017) Figure United States 2012 Contact Center Sales Market Share by States Figure United States 2016 Contact Center Sales Market Share by States Figure United States Contact Center Revenue and Growth (2012-2017) Table United States Contact Center Revenue by States (2012-2017) Table United States Contact Center Revenue Market Share by States (2012-2017) Table United States 2012 Contact Center Revenue Market Share by States Table United States 2016 Contact Center Revenue Market Share by States Table United States Contact Center Sales by Type (2012-2017) Table United States Contact Center Sales Share by Type (2012-2017) Table United States Contact Center Revenue by Type (2012-2017) Table United States Contact Center Revenue Share by Type (2012-2017) Figure United States Type 1 Sales Growth (2012-2017) Figure United States Type 1 Price (2012-2017) Figure United States Type 2 Sales Growth (2012-2017) Figure United States Type 2 Price (2012-2017) Table United States Contact Center Sales by Application (2012-2017) Table United States Contact Center Sales Share by Application (2012-2017) Figure United States Telecommunication Sales Growth (2012-2017) Figure United States Banking, Financial Services and Insurance (BFSI) Sales Growth (2012-2017) Figure United States Government and Public Sector Sales Growth (2012-2017) Figure United States Healthcare and Life Sciences Sales Growth (2012-2017) Figure United States Retail and Consumer Goods Sales Growth (2012-2017) Figure United States Others Sales Growth (2012-2017) Figure California Contact Center Revenue and Growth (2012-2017) Figure California Contact Center Sales and Growth (2012-2017) Table California Contact Center Sales by Type (2012-2017) Table California Contact Center Sales Market Share by Type (2012-2017) Table California Contact Center Sales by Application (2012-2017) Table California Contact Center Sales Market Share by Application (2012-2017) Figure New York Contact Center Revenue and Growth (2012-2017) Figure New York Contact Center Sales and Growth (2012-2017) Table New York Contact Center Sales by Type (2012-2017) Table New York Contact Center Sales Market Share by Type (2012-2017) Table New York Contact Center Sales by Application (2012-2017) Table New York Contact Center Sales Market Share by Application (2012-2017) Figure Texas Contact Center Revenue and Growth (2012-2017) Figure Texas Contact Center Sales and Growth (2012-2017) Table Texas Contact Center Sales by Type (2012-2017) Table Texas Contact Center Sales Market Share by Type (2012-2017) Table Texas Contact Center Sales by Application (2012-2017) Table Texas Contact Center Sales Market Share by Application (2012-2017) Figure Florida Contact Center Revenue and Growth (2012-2017) Figure Florida Contact Center Sales and Growth (2012-2017) Table Florida Contact Center Sales by Type (2012-2017) Table Florida Contact Center Sales Market Share by Type (2012-2017) Table Florida Contact Center Sales by Application (2012-2017) Table Florida Contact Center Sales Market Share by Application (2012-2017) Figure Illinois Contact Center Revenue and Growth (2012-2017) Figure Illinois Contact Center Sales and Growth (2012-2017) Table Illinois Contact Center Sales by Type (2012-2017) Table Illinois Contact Center Sales Market Share by Type (2012-2017) Table Illinois Contact Center Sales by Application (2012-2017) Table Illinois Contact Center Sales Market Share by Application (2012-2017) Figure United States Contact Center Sales, Revenue and Growth Rate (2017-2022) Table United States Contact Center Sales Forecast by States (2017-2022) Table United States Contact Center Market Share Forecast by States (2017-2022) Table United States Contact Center Sales Forecast by Type (2017-2022) Table United States Contact Center Market Share Forecast by Type (2017-2022) Table United States Contact Center Sales Forecast by Application (2017-2022) Table United States 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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