Artificial Intelligence
Contact Center Market Surges to USD 92.54 Billion by 2030, Propelled by 14.75% CAGR – Verified Market Reports®
The contact center market is experiencing growing demand driven by the increasing need for enhanced customer service and support across various industries. As businesses prioritize customer experience, the adoption of advanced contact center solutions, including AI-driven technologies and cloud-based platforms, is on the rise. However, market growth is restrained by high implementation costs and the complexity of integrating these new systems with existing infrastructure. Additionally, concerns over data security and privacy pose significant challenges, limiting the widespread adoption of contact center technologies.
LEWES, Del., Aug. 21, 2024 /PRNewswire/ — The Global Contact Center Market is projected to grow at a CAGR of 14.75% from 2024 to 2030, according to a new report published by Verified Market Reports®. The report reveals that the market was valued at USD 34.67 Billion in 2023 and is expected to reach USD 92.54 Billion by the end of the forecast period.
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Browse in-depth TOC on Contact Center Market
202 – Pages126 – Tables37 – Figures
Scope of The Report
REPORT ATTRIBUTES
DETAILS
STUDY PERIOD
2021-2030
BASE YEAR
2023
FORECAST PERIOD
2024-2030
HISTORICAL PERIOD
2021-2022
UNIT
Value (USD Billion)
KEY COMPANIES PROFILED
Teleperformance, Convergys (Stream), Sykes Enterprises Inc., Transcom, Atento, Arvato, West Corporation, Acticall (Sitel), TeleTech Holdings Inc., Comdata Group, Serco, Concentrix
SEGMENTS COVERED
By Type, By Application, By Geography.
CUSTOMIZATION SCOPE
Free report customization (equivalent to up to 4 analyst working days) with purchase. Addition or alteration to country, regional & segment scope
Global Contact Center Market Overview
Market Drivers Fueling Growth in the Contact Center Market
Advancements in AI and Automation Technologies: The integration of artificial intelligence (AI) and automation in contact centers is transforming customer service operations. AI-powered chatbots and virtual assistants are streamlining interactions, reducing response times, and improving customer satisfaction. Automation tools are enabling contact centers to handle large volumes of queries efficiently, minimizing the need for human intervention. This trend is driving cost efficiencies and enabling businesses to scale their customer support operations without compromising quality.
Rising Demand for Omnichannel Communication: Customers today expect seamless communication across multiple channels, including voice, email, chat, social media, and SMS. Contact centers are increasingly adopting omnichannel strategies to provide a consistent customer experience. This demand for omnichannel communication is fueling investment in integrated platforms that allow agents to manage interactions across all channels from a single interface. The ability to offer personalized and context-aware support across different channels is becoming a key differentiator in the competitive contact center market.
Increased Focus on Customer Experience and Personalization: As customer experience becomes a top priority for businesses, contact centers are evolving to meet higher expectations for personalized service. Companies are leveraging customer data and analytics to offer tailored interactions and proactive support. The emphasis on customer-centric strategies is leading to the development of sophisticated tools that enable agents to anticipate customer needs and resolve issues more effectively. This shift towards enhancing customer satisfaction and loyalty is a significant driver of growth in the contact center market.
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Market Restraints Limiting Expansion in the Contact Center Market
High Implementation and Maintenance Costs: Implementing advanced technologies in contact centers, such as AI, automation, and omnichannel platforms, requires significant investment. The costs associated with integrating these solutions, along with ongoing maintenance and upgrades, can be prohibitive for small and mid-sized enterprises. Additionally, the need for skilled IT personnel to manage these systems further increases operational expenses. These financial barriers can limit the adoption of cutting-edge technologies, slowing the overall expansion of the contact center market.
Data Privacy and Security Concerns: The increasing reliance on digital channels and data-driven operations in contact centers raises significant privacy and security challenges. Protecting sensitive customer information from breaches and unauthorized access is a critical concern. Regulatory requirements, such as GDPR and CCPA, add layers of complexity to compliance efforts, making it difficult for companies to navigate the legal landscape. These concerns can deter businesses from fully embracing advanced contact center technologies, thereby constraining market growth.
Challenges in Workforce Management and Training: As contact centers adopt new technologies, there is a growing need for a workforce that can effectively operate and manage these tools. However, training employees to use sophisticated systems and adapting to rapidly changing technologies can be challenging. High turnover rates in the industry further complicate workforce management, leading to gaps in service quality. The struggle to maintain a well-trained, stable workforce can hinder the ability of contact centers to fully realize the potential of new innovations, limiting market expansion.
Geographic Dominance
The global contact center market has seen significant growth, driven primarily by advancements in communication technology and the increasing need for customer support across various industries. North America leads the market due to the high adoption of cloud-based solutions and the presence of major industry players. Europe follows closely, supported by strong economic regions like Germany and the UK, where businesses prioritize customer experience. Asia-Pacific is rapidly emerging as a key player, particularly with countries like India and the Philippines becoming outsourcing hubs. Latin America and the Middle East & Africa are also witnessing growth, albeit at a slower pace, driven by expanding businesses and improving infrastructure. Overall, geographic dominance in the contact center market is shaped by regional technological adoption, economic conditions, and outsourcing trends.
Contact Center Market Key Players Shaping the Future
Major players, including Teleperformance, Convergys (Stream), Sykes Enterprises Inc., Transcom, Atento, Arvato, West Corporation, Acticall (Sitel), TeleTech Holdings Inc., Comdata Group, Serco, Concentrix and more, play a pivotal role in shaping the future of the Contact Center Market. Financial statements, product benchmarking, and SWOT analysis provide valuable insights into the industry’s key players.
Contact Center Market Segment Analysis
Based on the research, Verified Market Reports® has segmented the global Contact Center Market into Type, Application and Geography.
Contact Center Market, By Type24 hoursOnline ServiceContact Center Market, By ApplicationTelecommunicationBankingFinancial Services and Insurance (BFSI)Government and Public SectorHealthcare and Life SciencesRetail and Consumer GoodsContact Center Market, By GeographyNorth AmericaU.SCanadaMexicoEuropeGermanyFranceU.KRest of EuropeAsia PacificChinaJapanIndiaRest of Asia PacificROWMiddle East & AfricaLatin AmericaBrowse Related Reports:
Global Contact Center Infrastructure Software Market By Type (On-Premises, Cloud Based), By Application (Large Enterprised, SMEs), By Geographic Scope And Forecast
Global Contact Center Operations Software Market By Type (Onshore Outsourcing, Offshore Outsourcing), By Application (Telecom & IT, BFSI), By Geographic Scope And Forecast
Global Contact Center Outsourcing Market By Type (Email Support, Chat Support), By Application (BFSI, Retail), By Geographic Scope And Forecast
Global Contact Centers Speech Applications Market By Type (Software, Service), By Application (Public Service, E-commerce), By Geographic Scope And Forecast
Enhancing Customer Experience: Top Contact Center Quality Assurance Software Trends
About Us
Verified Market Reports® stands at the forefront as a global leader in Research and Consulting, offering unparalleled analytical research solutions that empower organizations with the insights needed for critical business decisions. Celebrating 10+ years of service, Verified Market Reports has been instrumental in providing founders and companies with precise, up-to-date research data.
With a team of 500+ Analysts and subject matter experts, Verified Market Reports leverages internationally recognized research methodologies for data collection and analyses, covering over 15,000 high impact and niche markets. This robust team ensures data integrity and offers insights that are both informative and actionable, tailored to the strategic needs of businesses across various industries.
Verified Market Reports’ domain expertise is recognized across 14 key industries, including Semiconductor & Electronics, Healthcare & Pharmaceuticals, Energy, Technology, Automobiles, Defense, Mining, Manufacturing, Retail, and Agriculture & Food. In-depth market analysis cover over 52 countries, with advanced data collection methods and sophisticated research techniques being utilized. This approach allows for actionable insights to be furnished by seasoned analysts, equipping clients with the essential knowledge necessary for critical revenue decisions across these varied and vital industries.
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Artificial Intelligence
Lucinity Partners with Sift for Unified Fraud and AML Case Management
SAN FRANCISCO, Sept. 19, 2024 /PRNewswire/ — Lucinity and Sift have announced a partnership, unifying fraud and Anti-Money Laundering (AML) into Lucinity’s integrated FinCrime compliance platform for case management, agent-enabled workflow automation, and Generative AI.
Sift is an AI-powered fraud platform securing digital trust for leading global businesses. Its Global Data Network analyzes more than 1 trillion events and identity signals per year to prevent fraud across the entire consumer journey. Lucinity and Sift formed this new partnership to address the challenges of fragmented fraud and AML systems, aiming to centralize and enhance financial crime investigations.
Sift’s AI-powered solution will now be integrated into Lucinity’s platform. This collaboration enhances Lucinity’s ability to provide a seamless and efficient compliance solution. It allows teams to review and manage fraud alerts more effectively through Lucinity’s unified Case Management system, thanks to the native integration between the systems. Key benefits to Lucinity’s users include:
Real-Time Fraud Screening: Payments are screened for potential fraud in real time, utilizing Sift’s fraud detection capabilities.Automatic Payment Holds: Payments suspected of fraud are temporarily held, ensuring verification before processing.Streamlined Reviews: Compliance teams can conduct thorough reviews of flagged payments within Lucinity’s Case Management solution.Risk Level Adjustments: Fraud detection parameters can be customized to adjust sensitivity levels, adapting to emerging fraud trends and risk appetites.This partnership also enables users to leverage Lucinity’s Generative AI capabilities through the Luci copilot to investigate fraud cases more efficiently.
Udi Nessimyan, President and Chief Revenue Officer of Lucinity, comments, “One of the greatest challenges in fighting financial crime is fragmented systems and data. Our partnership with Sift helps address this challenge by providing a centralized platform for various case types, including AML, fraud, sanctions, and ad hoc cases. Our collaboration significantly enhances the productivity of investigation teams, reducing the time spent on cases from hours to minutes.”
Sift’s Chief Marketing Officer, Armen Najarian, emphasizes the collaborative effort to enhance financial crime prevention, stating, “Cybercriminals are increasingly leveraging AI to bypass traditional anti-money laundering and fraud controls, creating sophisticated and dynamic threats. To combat these evolving risks, companies must adopt a ‘fight fire with fire’ approach by leveraging AI-powered solutions. Through Sift’s partnership with Lucinity, businesses can stay ahead of fraudsters, ensuring robust protection against abuse and enabling fearless growth.”
About Sift: https://sift.com About Lucinity: https://lucinity.com
Media contact:Celina [email protected] +354 792 4321
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Artificial Intelligence
Employee Background Check Software Market Size to Grow USD 828.8 Million by 2030 at a CAGR of 4.9% | Valuates Reports
BANGALORE, India, Sept. 19, 2024 /PRNewswire/ — Employee Background Check Software Market is Segmented by Type (Cloud-Based, On Premises), by Application (SMEs, Large Enterprises): Global Opportunity Analysis and Industry Forecast, 2024-2030.
The Global Employee Background Check Software Market was valued at USD 587 Million in 2023 and is anticipated to reach USD 828.8 Million by 2030, witnessing a CAGR of 4.9% during the forecast period 2024-2030.
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Major Factors Driving the Growth of Employee Background Check Software Market:
The employee background check software market is growing due to increasing demands for secure hiring processes and regulatory compliance, especially in industries such as finance, healthcare, and IT. As companies look to reduce risks associated with fraud, legal liabilities, and workplace safety, background checks are becoming a critical part of recruitment processes. The rise of remote work has further accelerated the need for digital solutions. However, challenges include concerns over data privacy and varying legal frameworks across regions, which may slow adoption in some areas.
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TRENDS INFLUENCING THE GROWTH OF THE GLOBAL EMPLOYEE BACKGROUND CHECK SOFTWARE MARKET:
Cloud-based background check software is gaining traction due to its scalability, remote access, and cost-effectiveness. With cloud-based systems, businesses can streamline their hiring processes, particularly when operating across multiple locations. The ability to access data and conduct checks in real-time is highly valuable for organizations managing large workforces or remote employees. The flexibility and lower upfront investment of cloud-based solutions make them popular among businesses seeking efficient and adaptable systems for their recruitment processes.
On-premises solutions remain important for organizations with strict security and data control requirements, such as those in government, defense, or finance. These companies often need complete ownership of their data, which on-premises software offers, reducing the risk of external breaches. Although it requires significant upfront investment and maintenance, on-premises software provides a high level of customization and security. It’s especially useful for businesses dealing with sensitive information and industries where compliance with local data protection laws is critical.
Large enterprises, particularly those operating in regulated industries like banking and healthcare, are the major adopters of employee background check software. These organizations deal with large volumes of hires, making streamlined background checks essential for compliance and operational efficiency. The ability to integrate background check systems with existing HR tools, such as applicant tracking systems, allows large companies to manage their recruitment processes more effectively. The need for comprehensive and accurate background checks is crucial for mitigating risk and ensuring legal compliance.
The rise in remote working has increased the demand for background check software that allows companies to vet employees regardless of their location. Digital background checks, particularly cloud-based ones, make it easier for organizations to screen remote workers efficiently. This trend is expected to continue as more companies adopt hybrid or fully remote work models, where geographical barriers no longer restrict talent acquisition but require thorough and remote-friendly verification processes.
As regulatory frameworks for employment practices become more stringent globally, businesses are increasingly relying on background check software to ensure compliance. Laws like the General Data Protection Regulation (GDPR) in Europe and the Fair Credit Reporting Act (FCRA) in the U.S. have made it mandatory for companies to conduct background checks within specific legal parameters. This has led to increased demand for software solutions that can automate these processes while maintaining compliance with regional and international laws.
A major trend in the employee background check software market is the integration of these solutions with human resources management systems (HRMS). Integrating background checks with HR software streamlines the hiring process by consolidating background checks, employee records, and onboarding into one system. This improves operational efficiency for businesses, particularly large enterprises that handle significant recruitment volumes. Integration with HRMS allows for real-time updates, making background screening an even more integral part of the hiring process.
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EMPLOYEE BACKGROUND CHECK SOFTWARE MARKET SHARE
North America dominates the market due to stringent employment regulations and widespread adoption across industries. Europe is another key region, driven by GDPR compliance and demand in finance and healthcare. The Asia-Pacific region is experiencing rapid growth due to increasing awareness of the importance of background checks, especially in countries like China and India, where digital hiring platforms are becoming more popular. The market is also expanding in the Middle East and Africa as businesses prioritize secure hiring practices.
Key Companies:
HireRightGoodHireCheckrSterlingHireologyINTELIFIGood EggPeopleG2VitayCertnGlobal HR ResearchVeritable ScreeningXrefZincPaycomADPVICTIGIntelliCorp (Cisive)SpringVerifyAsurintUniversalAssureHireVerified FirstHireSafePurchase Chapters: https://reports.valuates.com/request/chaptercost/QYRE-Auto-2A10579/Global_Employee_Background_Check_Software
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DISCOVER MORE INSIGHTS: EXPLORE SIMILAR REPORTS!
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Artificial Intelligence
Shang Haifeng from Huawei Cloud: Building a Resilient, Intelligent Hybrid Cloud and Taking an Intelligence Leap
SHANGHAI, Sept. 19, 2024 /PRNewswire/ — The Hybrid Cloud Infra Forum 2024, with the theme, “Dive into Cloud and Leap to a New Horizon”, convened at HUAWEI CONNECT 2024 today. At the event, Shang Haifeng, CEO of Huawei Mainframe Modernization BU and President of Huawei Hybrid Cloud, announced the launch of Huawei Cloud Stack 8.5. The new version introduces a new solution, Mainframe-to-Cloud Solution, and includes more use cases for Hybrid Cloud for Large AI Models.
Jacqueline Shi, President of Huawei Cloud Global Marketing and Sales Service, stated in her opening speech: “Thanks to the strong support from our customers, Huawei Cloud’s hybrid cloud business has been continuously expanding in the global market. An increasing number of customers from sectors, such as government, finance, education, healthcare, transportation, mining, and power have joined forces with Huawei Cloud to drive innovation. Huawei Cloud Stack synchronizes a wide array of services from the Huawei public cloud and can be deployed on-premises, breaking through technological barriers and meeting customer demands. With leading technologies, a mature platform, and a robust local ecosystem, we provide our customers with cutting-edge, scenario-specific solutions. Looking ahead, Huawei Cloud looks forward to continuing our collaboration with customers to develop superior hybrid cloud solutions and embark on the digital transformation journey together.”
Today, hybrid cloud has become the preferred foundation for digital transformation of government organizations and large enterprises. Huawei Cloud has been continuously investing in R&D, committed to providing government and enterprise customers with a sustainable and optimal hybrid cloud foundation.
Shang Haifeng said: “Cloud transformation of core systems and intelligent production have become the twin pillars for government and enterprise customers diving into cloud. Huawei Cloud Stack will innovate in resilience and intelligence, elevating the hybrid cloud to a new horizon and helping customers move faster to take a smart, digital leap.”
A New Horizon of Resilience: Creating a New Mainframe-to-Cloud Benchmark
As industries have been accelerating cloud adoption, the migration of core systems to the cloud represents the final piece of the all-cloud puzzle. It is a gateway to comprehensive intelligence. However, this migration poses many challenges, spanning hardware, software, security, O&M, optimization, and tools. It is an end-to-end comprehensive project that requires software-hardware synergy.
This year, Huawei established a Mainframe Modernization BU, consolidating core R&D strengths across compute, storage, network, cloud, and the Central Research Institute to drive systematic innovation. This initiative aims to fully exploit the power of software-hardware synergy to overcome the world-class challenge of mainframe migration to cloud. They have been persistent in developing an independent and innovative technology system to ensure an ongoing supply of core technologies. The team has been stepping up efforts to develop comprehensive system engineering capabilities, from infrastructure and implementation processes to O&M, aiming to establish new core systems on the cloud.
The Mainframe-to-Cloud Solution from Huawei provides comprehensive disaster recovery (DR) for all scenarios, supports modular application deployment, and enables multi-site multi-active DR, satisfying a spectrum of availability requirements. It supports hardware fault detection in seconds, which makes O&M for large-scale clusters more efficient. The application-centric end-to-end visibility speeds up fault identification and troubleshooting. Seamless cloud OS upgrades enable the parallel upgrade of hundreds of nodes without VM migration, and without any service interruptions.
Huawei maximizes the synergy between software and hardware. Hardware NIC virtualization passthrough and the multi-core lock-free design reduce the latency of a single forward for load balancing by 83% and increase the forwarding bandwidth of a single cluster to 400 Gbit/s. Passthrough networking simplifies the network from two layers to just one, which reduces latency by 40%. Moreover, the fusion of the RoCE network and NoF+ protocol slashes end-to-end storage latency by 50%. All of these enable unparalleled performance and superior experiences.
In terms of security, GaussDB, a fully-encrypted database, and Kunpeng Trusted Execution Environment (TEE) safeguard against data breaches and minimize performance degradation, keeping it within 20%.
Shang Haifeng expressed that Huawei aspires to set new trustworthiness standards for mainframe-to-cloud migration through innovation in foundational technologies and experience consolidation. Huawei aims to take the resilience of core systems to a new horizon and provide a better choice for the world.
A New Horizon of Intelligence: Launch of Top Use Cases of Hybrid Cloud for Large AI Models
The past two years have witnessed fast development in large models. An increasing number of industries are exploring and adopting large models, forging new business models and substantially expanding market demands. New technologies and new use cases are key to the adoption of large models across industries.
In 2023, Huawei Cloud Stack launched the industry’s first Hybrid Cloud for Large AI Models, empowering enterprises to build their own large AI models in one stop. In June this year, Huawei Cloud Stack introduced 10 new technologies for Hybrid Cloud for Large AI Models, making them easier to deploy using different infrastructures, algorithms, and engineering capabilities. Additionally, Huawei Cloud Stack curates high-quality datasets, consolidates model application experience, and is fully integrated into industry ecosystems, making the use cases easier.
Huawei Cloud Stack also uses the innovative ModelArts engineering tool suite that consists of three modules: data, model, and application. It is designed to expedite AI engineering adoption, simplifying the creation, training, and deployment of large models.
At the forum, Huawei Cloud unveiled the top use cases for Hybrid Cloud for Large AI Models, targeting five major industries. 20 domain-specific and over 80 industry scenario-specific use case baselines were launched. Shang Haifeng highlighted that these use case baselines are rooted in delivered projects, covering solutions, services, and partners. They are ready for broad promotion and replication. In the future, Huawei Cloud Stack will update use cases twice a year, always delivering more use cases and superior solutions to customers.
Leveraging the powerful capabilities and experience of Huawei Cloud Stack and Pangu Models, Huawei Cloud will elevate intelligence to a new horizon, enabling every enterprise to create their own large model.
At the forum, the 2024 Global “Dive into Cloud Polaris” Awards Ceremony was held to honor global benchmark customers and partners who have made outstanding contributions to cutting-edge technologies, scenarios, and model exploration with Huawei Cloud. A total of 18 government organizations and enterprises around the world from diverse sectors, such as government, finance, oil and gas, and transportation, earned the awards.
The journey ahead is still filled with challenges. Moving forward, Huawei Cloud Stack will persist in innovating and breaking new ground, continuously refining technical solutions, optimizing product portfolios, and diving into industry scenarios. The intelligent world is just around the corner. Huawei Cloud Stack looks forward to joining hands with government and enterprise customers to leap to a new horizon and embrace a better future.
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