Contact Center Outsourcing Services are the services extended to various brands and their customers by a 3rd party vendor through multiple communication channels such as phone calls, chat, e-mail, social media, applications, etc. using a mix of both human and virtual agents. Contact centers serve as an extension of the various brands that hire them and the values represented by each of those brands. The emphasis is on offering an enhanced customer experience to the customers through the intelligent mix of people and technology.
Quadrant Knowledge Solutions’ Contact Center Outsourcing Services (CCOS) market research includes a detailed analysis of the global market regarding short-term and long-term growth opportunities, emerging technology trends, market trends, and future market outlook. The study provides a comprehensive market forecast analysis of the global market and the overall market adoption rate as well. This research provides strategic information for technology vendors to better understand the existing market and support their growth strategies; and for users to evaluate different vendors’ capabilities, competitive differentiation, and market position.
The research includes detailed competition analysis and vendor evaluation with the proprietary SPARK Matrix analysis. SPARK Matrix includes the ranking and positioning of leading Contact Center Outsourcing Services (CCOS) vendors with a global impact. The SPARK Matrix includes an analysis of vendors, including Alorica, Atento, Capita, CGI, Concentrix, CSS Corp, EXL, Firstsource, Genpact, HCL, Hexaware, HGS, 24-7 Intouch, NTT Data, Qualfon, Sitel, StarTek, Sutherland, Tech Mahindra, Teleperformance, TELUS International, Transcom, TTEC, VXI, Webhelp, Wipro and WNS.
According to Jinu Peter, Analyst at Quadrant Knowledge Solutions, “Contact Center Outsourcing Services help enterprises to facilitate customer interactions and communication through multiple communication channels using a mix of both human and virtual agents, thus providing customers with a more satisfying customer experience. The adoption of CCOS is increasing due to the increased need for quick resolution of customer pain points because of cut-throat competition among competitors as well as due to the increasing penetration/popularity of omnichannel customer interaction technologies.”
Table of Contents
Executive Overview
- Key Research Findings
Market Overview and Technology Trends
Factors Influencing Technology Development and Market Growth
Market Adoption Trends
Competition Landscape and Analysis
- Competitive Overview and Analysis
- Key Competitive Factors and Technology Differentiators
SPARK Matrix™: Contact Center Outsourcing Services
Vendor Profiles
Research Methodologies
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