Market Share of Contact Center Outsourcing Industry
The contact center outsourcing market is competitive, with mild fragmentation and multiple vendors with region-specific operations. Many companies are increasing their market presence by investing in introducing new or improved solutions or by entering into strategic mergers and acquisitions.
In May 2023, the 72-hectare Iloilo Business Park in the Mandurriao District in the province and city of Iloilo rolled out the red carpet to welcome the business process outsourcing (BPO) company Atento. Atento had planned to open its first call center in the Philippines at that location.
In April 2023, NobelBiz, a telecom and software provider for contact centers, expanded its cloud contact center omnichannel ecosystem. As part of this expansion, they introduced OMNI+ Awaken Scripting, a user-friendly and flexible scripting tool. This new addition allows contact centers to significantly reduce the time, cost, and technical expertise required for writing, publishing, and modifying scripts. By leveraging this alliance, contact centers can streamline their scripting processes and enhance operational efficiency.
Contact Center Outsourcing Market Leaders
Atento S.A
Sykes Enterprises, Incorporated
DATAMARK Inc.
Scicom Berhad
Teleperformance, SA
*Disclaimer: Major Players sorted in no particular order
