With increasing focus on technology adoption and uncertainty in the market due to geopolitical factors, CCO industry grew at a slow rate of ~3% in 2016 to reach US$78-80 billion. The market is witnessing a shift in the role of service providers globally, from managing contact center operations, to becoming strategic partners helping buyers transform their customer experience. This shift has also necessitated a change in the engagement model from traditional, reactive partnerships to consultative approach where providers collaborate with buyers to tailor innovative solutions. Further, the requirement to manage customer experience services is leading to an evolution of traditional CCO solution characteristics – omnichannel engagement, platform-agnostic disruptive technologies, pricing model that focuses on tangible business outcomes. With buyers and providers becoming more mature and coming to terms with the disruptions, the market is expected to rebound and grow at 4% by 2020.
This report will assist key stakeholders (buyers, service providers, and technology providers) understand the changing dynamics of the CCO market and help them identify the trends and outlook for 2017-2018. In this backdrop, the report provides comprehensive coverage of the global CCO market including detailed analysis of the market size & growth, buyer adoption trends, CCO value proposition & solution characteristics, and service provider landscape. Some of the findings are: