This forecast reveals agent position changes, broken down by country and region, vertical markets, contact center size, on-premises- and cloud-based usage, in-house and outsourced agents, and work location (remote, in-office, or hybrid).
OM029197
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Global Contact Center Market Forecast – 2020–26
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Global Contact Center Market Forecast – 2019–25
Data / 11 Apr 2022 / David Myron
This forecast reveals the global contact center agent growth/shrinkage rates by country and region, broken down by various segments, including vertical markets, contact center size, premises-based and cloud-based systems, and in-house and outsources agents.
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Global Contact Center Market Forecast – 2018–24
Data / 13 Feb 2021 / Ken Landoline
This global forecast of contact center seats projects agent demand considering multiple variables including COVID-19, country GDP, teleworking, and evolving technologies such as artificial intelligence, machine learning, and automated agents.
UPGRADE
Global Contact Center Market Forecast: 2017–23
Data / 31 Jan 2020 / Ken Landoline
This report is a global forecast of concurrent agent positions in five global regions and 35 countries.
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The Analyst Team
David Myron
Follow AnalystPrincipal Analyst, Customer Engagement
As part of Omdia’s enterprise IT team, David focuses on contact center as a service, workforce engagement management, and AI solutions, as well as agent staffing trends. He provides insights into these topics for vendor and enterprise clients through research, consulting, white papers, webinars, and blogs.
David is a multiple award-winning writer who began covering the contact center industry in 2001 as the customer service and support editor at CRM magazine. He later served as the publication’s editor-in-chief and editorial director for more than a decade. While there, he also worked as the editorial director of Speech Technology magazine and the founding editor of SmartCustomerService.com. David holds a Bachelor of Arts in communication (with a concentration in journalism) from Hofstra University.
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Phaninder Pasham
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Phaninder is an analyst in Omdia’s IT tools and insight team, where he manages the company research team and works on IT market models. He carries out financial and strategic SWOT analyses of companies, considering operational, financial, and strategic metrics across healthcare; banking, financial services, and insurance; technology, media, and telecoms; transportation and logistics; and manufacturing.
Phaninder joined Omdia (formerly Ovum) in 2018 and has expertise in providing strategic, competitive, and financial analysis of companies through advanced secondary research using both qualitative and quantitative data. He prepares insightful and intensive reports on companies, providing vital information for business and strategic planning, investment opportunities, competitor benchmarking, and marketing.
Phaninder previously worked as an analyst at Global Data PLC, where he performed secondary research, company profiling, financial analysis, and SWOT reports of companies. In 2019, he won an Omdia award for going the extra mile to deliver projects on time. Phaninder has a postgraduate diploma in banking, insurance, and finance.
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Venkatesh Kusumanchi
Follow AnalystSenior Analyst, Enterprise Technology
Venkatesh Kusumanchi joined the team at Omdia as a senior analyst in February 2022. As part of the IT Market Models & Data Tools Team at Omdia, he primarily deals with forecasting and data modeling. His responsibilities include working on Vendor Analysis and Banking Predictor Analysis.
Previously, Venkatesh worked as a senior analyst at GlobalData where he performed a wide range of tasks such as secondary market research, industry analysis, team management, company profiling, new employee training, competitive analysis, dashboards, client queries, and ad hoc projects. During his tenure at GlobalData, he won two quarterly awards and one monthly award; he was also nominated twice as the Best Employee of the Year.
With more than eight years of work experience, Venkatesh has a bachelor of technology degree in electronics and communication engineering from St. Theressa Institute of Engineering & Technology.
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