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Global Call Centers Industry

LONDON, Sept. 22, 2016 /PRNewswire/ -- This report analyzes the worldwide markets for Call Centers in US$ Million by the following Types: In-House, and Outsourced. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2015 through 2022. Also, a six-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 138 companies including many key and niche players such as -

 [24]7 Inc.
Alliance Data Systems, Inc.
ATOS S.A
BT Communications (Ireland) Limited
Capita Customer Management Limited



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I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations I-1 Disclaimers.............. I-2 Data Interpretation & Reporting Level I-2 Quantitative Techniques & Analytics I-3 Product Definitions and Scope of Study I-3 In-House Call Centers..............I-3 Outsourced Call Centers..............I-3

II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW.............. II-1 Call Centers: A Quick Primer..............II-1 Telecom Revolution Sets the Initial Platform for Call Centers to Evolve & Prosper..............II-2 Spurt in Mobile Telephony: The Key Driver of Industry Transformation Seen Over the Last Two Decades II-2 Table 1: Global Mobile Phone Market (2014): Breakdown of Number of Mobile (SIM) Connections (in Millions) by Select Countries (includes corresponding Graph/Chart) II-3

Table 2: Global Mobile Phone Penetration (2014 & 2015E): Teledensity for Countries with Highest Number of Mobile Subscriptions per 100 Inhabitants (includes corresponding Graph/Chart).............. II-3

Table 3: Global Smartphone Connections (in Billions) and Adoption Rate (as a Percentage of Total Mobile Connections) for Years 2013 through 2020 (includes corresponding Graph/Chart).............. II-4

Table 4: Smartphone Penetration Worldwide (as a Percentage of Total Population) for Major Countries: 2014 (includes corresponding Graph/Chart)..............II-5

Table 5: Smartphone Penetration Rate (%) for Select Countries Worldwide as a Percentage of Mobile Phone Users: 2014 (includes corresponding Graph/Chart) II-6

Table 6: Global Market for Smartphones (2013, 2015 & 2018): Breakdown of Sales in Million Units by Geographic Region/Country (includes corresponding Graph/Chart) II-7 Strong Global Economic Growth Spurs Call Center Activity in Early to Mid-2000s.............. II-7 Global Call Center Industry Hits a Trough During 2007-2009 Economic Recession Before Temporarily Recovering in 2010 II-8 After a Volatile Period of Growth Between 2012 & Early 2014, Call Center Market Set for a Stable Growth in Short to Medium Term Period.............. II-8 Outlook.............. II-10 Developed Markets Continue to Maintain their Dominance II-10 Developing Markets to Turbo Charge Future Growth II-11 Competition: Having it the Customer's way II-11

2. NOTEWORTHY MARKET TRENDS, GROWTH DRIVERS & ISSUES II-12 Outsourced Call Center Services Gain Traction - Emerge as Fastest Growing Call Center Provisioning Strategy II-12 Despite Outsourcing Wave, In-House Call Centers Continue to Remain Dominant.............. II-14 Offshore Call Centers: The Key Growth Vertical for Developing World.............. II-15 A Brief Sketch of Major Offshore Destinations for Call Centers II-15 Philippines.............. II-16 India.............. II-16 China.............. II-16 Malaysia.............. II-17 Czech Republic.............. II-17 Singapore.............. II-17 Brazil.............. II-17 Poland.............. II-17 Egypt.............. II-18 Mexico.............. II-18 Onshore Call Centers - Still in the Reckoning II-18 Industry Seeing a New Wave of Re-Shoring & Nearshoring Strategies II-19 Right Shoring & Blending Gains Traction in Call Center Operations II-20 Network Strategy: A Critical Component in Selection of a New Destination.............. II-20 Mass Market Call Centers Outnumber B2B Call Centers II-20 Table 7: Global Call Centers Market (2015): Percentage Share Breakdown of Number of Call Centers by Type (includes corresponding Graph/Chart)..............II-21

Table 8: Global Call Centers Market (2015): Average Number of Call Center Employees by Call Center Type II-21 Multiple Outsourced Call Centers: Order of the Day II-21 Customer Service & Technical Support - Primary Focus Areas for In-Bound Call Centers..............II-22 Out-Bound Call Centers Make their Mark But Challenged by Many Issues.............. II-22 Blended Call Centers Grow in Prominence II-22 From Cost Centers to Profit Centers - Call Centers Go Beyond Service & Support Functions to Adopt Sales & Marketing Capabilities.............. II-23 Continued Volatility in Economic Environment Calls for Modifications in Call Center Business Models II-23 Call Centers Target Low Wage Cities II-24 Table 9: Global Call Center Market (2015): Percentage Share Breakdown of Costs by Spending Area (includes corresponding Graph/Chart).............. II-24 Home Agents Model Emerges as a New Profitable Approach II-24 Hosted or Virtual Call Centers on the Rise II-25 Virtual Call Centers Promise New Opportunities II-25 Move Towards 'Cloud': The Mega Trend II-26 SMB Sector Steers the Momentum II-27 Integrated Services: Offering a Level Playing Field to Small- and Mid-Sized Players..............II-27 Growing Focus on Enhancing Operational Efficiency & Quality of Service Delivery.............. II-28 Call Centers See the Rise of 'Multi-Channel' Strategy II-28 Table 10: Global Call Centers Market - Percentage Share Breakdown of Number of Outsourced Call Center Contracts by Number of Communication Channels Deployed (includes corresponding Graph/Chart)..............II-28 Integration of Social Media & the Call Center: The New Fad II-28 Opportunity Indicators..............II-30 Table 11: Number of Internet Users Worldwide & Penetration Rates for Years 2015 & 2019P (includes corresponding Graph/Chart).............. II-30

Table 12: Number of Social Network Users Worldwide & Penetration Rates for Years 2015 & 2019P (includes corresponding Graph/Chart)..............II-30 Multi-Language Contact Centers - A Major Trend II-30 Improving 'Customer Experience' Turns into Core Area for Call Centers.............. II-31 Customer Experience Management: Leveraging Call Center Data with Decision Making..............II-31 CEM as a Value Proposition..............II-32 Call Centers Look to Hire Skilled Employees to Improve Prospects II-32 Growing Focus on Hiring/Deploying Multi-Skilled Employees II-33 KPIs and Metrics Take Center Stage II-33 Operational Efficiency Measures for a Call Center - Ranked in Order of Influence..............II-33 Employee Satisfaction Measures for a Call Center - Ranked in Order of Influence..............II-34 Call Recording and Monitoring: A Proven Channel for Quality Improvement.............. II-34 Size of Call Center Remains the Key Criterion for Call Recording Technologies..............II-34 Average Call Length Continues to be a Key Quantification Metric II-34 Table 13: Call Lengths by Call Center Size (includes corresponding Graph/Chart)..............II-35 Call Abandonment Rates Bring In More Operational Transparency II-35 Table 14: Call Abandonment Rates by Call Center Size (includes corresponding Graph/Chart) II-36 Table 15: Call Abandonment Rates by Vertical Business Sector (includes corresponding Graph/Chart) II-36 Measurement of Agent Activity: A Critical Need II-37 Table 16: Breakdown of Time Spent by Call Center Employee by Activity (includes corresponding Graph/Chart) II-37 Call Answering Speed: Key to Measuring Efficiency II-37 First-Call Resolution: Key to Call Center's Success II-37 Companies Focus Hard Agent Training & Feedback II-38 Tapping Technology for Enhancing Operational Efficiency & Improving Service Quality..............II-38 Internet Technologies Revolutionize Call Centers II-39 Internet / Web-enabling Technologies for Call Centers II-39 Web Sites and Call Centers: United They Thrive II-40 Emergence of Web 2.0 Extends New Opportunities for Call Centers II-40 Help Desk and Call Center Companies Shift Solutions to Browser-based Architecture..............II-40 WebRTC - Key Enabling Technology for Browser Based Call Center II-41 Call Centers Embrace IP for Better Efficiency II-41 VoIP and Open-Source, Standards-Based Software Make Huge Strides in the Call Center Landscape II-42 VoIP: Fast Replacing Circuit-Switched Architectures II-42 CRM: A Shot in the Arm for Call Centers II-43 CRM Technologies Herald Evolution of Multimedia Call Centers II-43 CRM Comes to Aid in Multilingual Interactions II-43 From CRM to eRM: Multichannel Centers on the Rise II-44 Call Center Applications Diversify to Include Mobile Apps II-44 Video Emerges as a New Channel for Call Centers II-44 Voice/Speech Based Technologies Empower Call Center Training & Operations.............. II-44 Voice-Driven CRM Enlarge Scope for Customer Interactions II-45 Voice XML too Enhances Quality of Customer Interaction II-45 Workforce Management Solutions to the Fore II-46 Evolving Database Technologies and Management Strategies Guide Call Centers to Reach New Avenues II-46 Unified Communication: The New Avenue for Global Call Centers II-46 Customer Support & Sales Force Automation Dominate Software Applications.............. II-47 Multi-Site Call Routing Solutions: Popular with Large Global Firms.............. II-47 Automatic Call Distributing (ACD) Products- From Standalone to Open and Networked Systems..............II-47 Add-on/ACD Enhancement Products II-48 ACD Message Boards..............II-48 Digital Announcers/Automated Attendants/ Fax-on-Demand II-49 Digital Announcers..............II-49 Automated Attendants..............II-49 Fax-on-Demand.............. II-49 Dialing Platforms - The Advent of Call Blending II-49 Contact Management.............. II-49 Turnkey Solutions - Moving Onto PC/IP Platforms II-49 CTI Technologies on the Anvil II-50 CTI APIs and Middleware..............II-50 Placing of Outbound Calls..............II-50 Call Progress Detection..............II-50 Call-Through Technologies to Replace Call-Back and Text-Chat II-50 Key Issues.............. II-51 Growing Digital Engagement Dragging Down Voice Based Customer Interactions.............. II-51 Simplifying Complexities in Call Center Processes: A Key Area of Focus.............. II-51 Call Centers & the Regulatory Environment II-51 Despite Growing Prominence of Self-Service Digital Customer Service Solutions Call Centers Will Continue to Call Shots II-52

3. A PEEK INTO VERTICAL END-USE INDUSTRIES II-53 Introduction.............. II-53 End-Use Sectors for Call Centers: An Overview II-53 Table 17: Global Call Centers Market (2015): Percentage Breakdown of Call Center Spending by Vertical Industry - Retail and Distribution, Finance, Manufacturing, Services, Telecom, Public Services, IT, and Others (includes corresponding Graph/Chart)..............II-54 Banking & Finance.............. II-54 Banks Increasingly Perceive Call Center as a Sales & Service Point.............. II-54 Technology-Driven Banks Offering Service Enhancements at Contact Centers.............. II-55 Intelligent Call Routing..............II-55 Campaign Management Software II-55 Integration of Call Centers and Bank Branches II-55 Customer Differentiation..............II-56 Improved Methodologies for Effective Cross Selling II-56 Distribution & Retail..............II-56 Insurance.............. II-57 Insurance Companies Lead in Call Center Technology Absorption II-57 Insurers Make Call Center a Mainstay to Improve Customer Services.............. II-57 Healthcare.............. II-57 Hospitality.............. II-58 Manufacturing.............. II-58 Public Sector.............. II-59 Telecommunications..............II-59

4. CONCEPTUAL OVERVIEW..............II-60 Functional Definition..............II-60 Call Center Activities..............II-60 Inbound Call Reception and Routing II-60 Automated Inbound Call Routing II-61 Outbound Telemarketing Call..............II-61 Call Handling Time.............. II-61 Complaints Handling..............II-61 Customer Information Services / Help Desks II-62 Debt Chasing.............. II-62 Field Service Support..............II-63 Classification on the Basis of Ownership II-63 In-House Call Centers..............II-63 Outsourced Call Centers/Sub-Contractors II-63 Sub-Contractors Vs. In-House Call Centers II-64 Sub-Contractors Vs. In-House Call Centers: A Comparative Study II-64 Classification on the Basis of Markets Served II-64 Business-to-Business (B2B) Call Centers II-64 Mass Market Call Centers..............II-64 Universal Centers..............II-65 Business-to-Business (B2B) Vs. Mass Market Call Centers II-65 B2B Call Centers Vs. Mass Market Call Centers: A Comparative Study.............. II-65 Classification on the basis of Operations II-66 Inbound Call Centers..............II-66 Outbound Centers.............. II-66 Nature of Services Offered..............II-66 Consulting.............. II-66 Outsourcing.............. II-66 Training.............. II-66 Call Center Technologies-By Area of Application II-67 Voice.............. II-67 Telephone Switches (ACDs) and Voice Networks II-67 Telephone Switches/Automated Call Distributors (ACDs) II-67 Voice Networks.............. II-67 Voice Response Systems (IVR/VRU) II-67 Voice Response Unit (VRU)..............II-67 Speech Recognition Technologies II-68 Voice Over Internet Protocol (VoIP) II-68 Data.............. II-69 Workstations and Databases..............II-69 Workstations.............. II-69 Database.............. II-69 Customer Relationship Management II-69 CRM Tools.............. II-69 Enterprise CRM..............II-69 Mid-Market CRM..............II-69 Customer Data Integration..............II-70 Enterprise Analytics, Business Intelligence and Data Warehousing.............. II-70 Computer Telephony Integration (CTI) II-70 Web.............. II-70 Website and E-mail..............II-70 Website.............. II-70 E-Mail.............. II-70 Web Integration (Text chat and Web Calls) II-71 Web Chat.............. II-71 Web Call-back.............. II-71 Fully Integrated Unified Messaging System II-71 Multimedia Technologies..............II-71 Systems.............. II-71 ACD Systems.............. II-71 Automatic Call Distributor (ACD) II-72 Outbound System.............. II-72 Interactive Voice Response (IVR) Systems II-72 Voice Messaging Systems..............II-73 Simple Voice Message Broadcasting II-73 Custom Voice Message Broadcasting II-73 Voice Message Broadcasting and Touchphone Response II-73 Software.............. II-73 Workforce Management Software..............II-73 Workforce Automation Software II-74 Sales Force Automation Software II-74 For Sales Executives..............II-74 For Sales Manager..............II-75 Customer Interaction Software..............II-75 CTI Enabling Software..............II-75 Call Monitoring Software..............II-76

5. STRATEGIC INSIGHT.............. II-77 Site Location Strategies..............II-77 Introduction to Site Location II-77 The Basics.............. II-77 Major Parameters in Site Location II-77 Labor, Labor and Labor..............II-77 Education.............. II-78 Infrastructure.............. II-78 Cost.............. II-78 Labor Costs.............. II-78 Infrastructure and Technology Costs II-78 Occupancy/Real estate Costs..............II-79 Taxes.............. II-79 Start-up Costs.............. II-79 Other Factors in Site Selection II-79 'Cross-Media Centers' - A Preview of Next Generation 'Contact' Strategies.............. II-79 Cross-Media Call Center Architecture II-80 Queuing Architecture..............II-80 Queue Engine.............. II-80 Contingency Strategies - Ensuring Business Continuity in a Disaster.............. II-80 Down Time Hurts in a Time-Sensitive Environment II-80 Business Continuity Plan - The Basics II-80 Other Considerations While Drafting a Business Continuity Plan II-81 Evolution of the New Age Contact Centers II-82 CRM and Contact Centers: Two Worlds Apart II-82 The Contact Center Disharmony..............II-83 Contact Centers in Defense..............II-83 Complex Structural Setup..............II-83 Hierarchical Reporting Structure II-83 Time to Realign Priorities..............II-84 New Age Contact Centers: Critical Areas of Focus II-84 In Conclusion.............. II-84 The Modern Day Call Center..............II-85 Technologies in Use in a New Age Setup II-85 Skill-based Routing..............II-85 Routing Strategies..............II-85 Types of Contacts in a Contact Center II-86

6. CALL CENTER CONSOLIDATION - WHETHER, WHY AND HOW II-87 Widely Dispersed Call Centers: A Key Rationale II-87 Motivators for Call Center Consolidation II-88 Costs of Scale.............. II-88

7. PERTINENT REGULATORY ISSUES..............II-89 Call Centers - A Highly Regulated Industry II-89 Legal and Regulatory Framework II-89 Predictive Dialing.............. II-89 The Preface to the Showdown..............II-90 Privacy Legislations..............II-90 Federal Laws prohibits Sale of Consumer Health Data II-90 Cell Phone Legislations Zap Outbound Calls? II-90

8. RECENT INDUSTRY ACTIVITY..............II-91 TCN Inc. Introduces New Trade-Up Program for Call Centers II-91 WorkFlex Launches On-Demand Contact Center Technology for Optimizing Omni-Channel Workforce Scheduling II-91 IBEX Global Starts New Facility in Nicaragua II-91 3CLogic's Call Center Software Deployed at a Global BPO II-91 Fusion to Acquire TFB..............II-91 Ameyo Introduces a New Integrated Video Call Center Technology II-91 BASF Introduces Call Center Service in Indonesia II-91 Acquire BPO Establishes a New Delivery Center in the Dominican Republic.............. II-92 REDi Launches Call Center Service for Financial Institutions II-92 Ameyo Introduces New Cloud Contact Center Software II-92 Sprint to Wind Up Call Center in Rio Rancho II-92 Wilmac Enters into a Reseller Agreement for VPI's Contact Center BI, Recording & Workforce Optimization Solutions II-92 ShoreTel to Take Over Corvisa..............II-92 Avaya Strengthens Partnership with Platronics for Optimizing Call Center Tools..............II-92 Sitel Opens its Third Customer Experience Center in Portugal II-93 EXL Introduces English-Language Customer Support Facility in South Africa.............. II-93 Loway Switzerland Partners with Yeastar II-93 Rivet Radio Partners with MetTel II-93 BT Ireland Enters into Contact Center Deal with RSA Insurance and 123.ie.............. II-93 Inergex Takes Over TREC Global II-93 Groupe Acticall Acquires Sitel Worldwide II-93 British Telecom to Wind Up India Call Centers II-93 Vocalcom Introduces Click2Start Cloud Call Center Solution for SMBs.............. II-94 Uninor Establishes Rural Contact Center in Solan, India II-94 Turkish Airlines Starts Arabic Call Center for Middle East Customers.............. II-94 Call Center Philippines Launches Live Chat & Email Support Services.............. II-94 Ameyo Enters into a Strategic Partnership with Tawasol II-94 Sitel Establishes New Customer Experience Center in Bulgaria II-94 ACE Establishes New Call Center in Indonesia II-94 Capita Takes Over Voice Marketing Ltd II-95 Capita to Acquire avocis..............II-95 Dialog Direct Takes Over Allegra Healthcare Call Center II-95 Xerox Bags Call-Center Contract from NMHIX II-95 Convergys Acquires Stream Global Services II-95 iQor Opens New Contact Center in Panama City II-95 Sky Pacific of Fiji Television Unveils Brand New Call Center II-95

9. FOCUS ON SELECT GLOBAL PLAYERS..............II-96 [24]7 Inc. (US).............. II-96 Alliance Data Systems, Inc. (US) II-96 ATOS S.A. (France)..............II-96 BT Communications (Ireland) Limited (Ireland) II-97 Capita Customer Management Limited (UK) II-97 Convergys Corp. (US)..............II-97 Entel Call Center (Chile)..............II-98 EXL Service Holdings, Inc. (US)..............II-98 Genpact (US).............. II-98 HCL BPO Services NI Ltd (Ireland) II-99 IBEX Global (US).............. II-99 IBM Global Process Services Pvt. Ltd (India) II-99 Plusoft Informatica Ltda (Brazil) II-99 Sitel (US).............. II-99 Sykes Enterprises, Inc. (US)..............II-100 Tata Consultancy Services Limited (India) II-100 Teleperformance SA (France)..............II-101 West Corporation (US)..............II-101 Wipro Ltd (India).............. II-101

10. GLOBAL MARKET PERSPECTIVE..............II-102 Table 18: World Recent Past, Current & Future Analysis for Call Centers by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) II-102

Table 19: World Historic Review for Call Centers by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............II-103

Table 20: World 14-Year Perspective for Call Centers by Geographic Region - Percentage Market Share Breakdown for US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart) II-104

Table 21: World Recent Past, Current & Future Analysis for Call Centers by Type - In-House Call Center and Outsourced Call Center Markets Independently Analyzed in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) II-105

Table 22: World Historic Review for Call Centers by Type - In-House Call Center and Outsourced Call Center Markets Independently Analyzed in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart) II-106

Table 23: World 14-Year Perspective for Call Centers by Type - Percentage Market Share Breakdown for In-House Call Center and Outsourced Call Center Markets for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart) II-107

III. MARKET

1. THE UNITED STATES.............. III-1 A.Market Analysis.............. III-1 Current & Future Analysis..............III-1 Market Overview.............. III-1 Table 24: US Call Centers Market (2015) - Top 10 Sates Ranked by Call Center Employment (includes corresponding Graph/Chart).............. III-2

Table 25: US Call Centers Market (2015): Percentage Breakdown of Agents Employed in In-House and Outsourced Call Centers (includes corresponding Graph/Chart) III-2

Table 26: Call Centers Market in the United States (2015): Breakdown of Market Share by Select Players (includes corresponding Graph/Chart)..............III-3 Vertical Market Trends Drive Market Growth III-3 Table 27: US Call Centers Market (2015): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart) III-3 US-based MNCs Chant the Outsourcing Mantra for Global Expansion III-3 Outsourcing by Sector..............III-4 Financial Services..............III-4 Transportation Sector..............III-4 Distribution Sector..............III-4 Telecommunication Sector..............III-4 Insurance and Utilities..............III-4 Cost Reduction Continues to Dictate Outsourcing Decisions III-4 Proximity to Headquarters: Prime Consideration for Site Selection.............. III-5 Outsourcing Adversely Affects US Call Center Jobs III-5 Table 28: US Outsourced Call Centers Market (2015): Percentage Breakdown of Expenditure by Type of Services Offered (includes corresponding Graph/Chart) III-6 Asian Companies Keen to Set Up Onshore Service Centers in US III-6 Call Centers: A Major Employer III-6 Workforce Turnover - On the Higher Side? III-6 Companies Emphasize on Quality of Customer Service III-7 Web-Enabled Call Centers Set to Outpace Conventional Ones III-7 Hosted Contact Center Solutions Gain Traction III-8 IVR Set to Make Deeper Inroads into the Call Center Market III-8 Call Center Software Market in the US III-8 Superior Functionality is the New Customer Mantra for Software III-9 Workforce Management Software Finds More Takers III-9 Regulatory Issues in the US Industry III-9 US vs. Europe - Safe Harbor and Effect on Call Centers III-9 Safe Harbor - What it Entails III-10 Privacy Protection Policies - The Trans-Atlantic Divide III-10 How 'Safe' is Safe Harbor? III-11 Insurance Call Centers in California to Employ Licensed Agents III-11 DNC Registery.............. III-11 Federal Laws Prohibits Sale of Consumer Health Data III-12 Strategic Corporate Developments III-12 Key Players.............. III-14 B.Market Analytics..............III-18 Table 29: US Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-18

Table 30: US Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart).............. III-18

2. CANADA.............. III-19 A.Market Analysis.............. III-19 Current & Future Analysis..............III-19 Market Overview.............. III-19 Call Centers Foray into Less Populous Towns III-19 Large English-Speaking and Multilingual Talent Benefits the Market.............. III-19 Unsolicited Telemarketing - Canada Fights Back III-19 Strategic Corporate Development III-20 B.Market Analytics..............III-20 Table 31: Canadian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-20

Table 32: Canadian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-21

3. JAPAN.............. III-22 A.Market Analysis.............. III-22 Current & Future Analysis..............III-22 Market Overview.............. III-22 B.Market Analytics..............III-22 Table 33: Japanese Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-22

Table 34: Japanese Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-23

4. EUROPE.............. III-24 A.Market Analysis.............. III-24 Current & Future Analysis..............III-24 Market Overview.............. III-24 Locational Parameters: Important Trends III-25 Priority Requirements..............III-25 Ireland, the Netherlands and the UK: High-Profile Locations III-25 The Downside of the Success Story III-25 Alternate Regional Destinations III-26 Sub-regional Concept Rules Supreme III-26 Growth Moves to Small & Suburban Towns III-26 Noteworthy Market Trends, Growth Drivers & Issues III-27 Educated and Multilingual Workforce: A Key Advantage III-27 Outsourced Call Center Agent Positions on the Rise III-27 Call Centers Grow Techno-centric III-27 Rise in Internet and e-Commerce Spells Growth for Web-based Call Centers.............. III-28 Internet-Call Center Integration Takes Wings in Europe III-28 Multimedia Contact Centers Spring Up in Unexploited Markets III-28 Speech Recognition Technologies Hold Promising Potential III-29 CTI: The New Buzz Word on the Rounds III-29 Banking & Financial Services: The Key Vertical for Call Centers.............. III-30 Insurance Rely on Call Centers to Improve Customer Service III-30 B.Market Analytics..............III-31 Table 35: European Recent Past, Current & Future Analysis for Call Centers by Geographic Region - France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets Independently Analyzed in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart).............. III-31

Table 36: European Historic Review for Call Centers by Geographic Region - France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets Independently Analyzed in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart) III-32

Table 37: European 14-Year Perspective for Call Centers by Geographic Region - Percentage Market Share Breakdown for France, Germany, Italy, UK, Spain, Russia, The Netherlands, Ireland, Sweden and Rest of Europe Markets for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart) III-33

4a. FRANCE.............. III-34 A.Market Analysis.............. III-34 Current & Future Analysis..............III-34 France: One of the Major Call Center Markets in Western Europe III-34 Banking & Finance Sector Drives Growth in French Call Center Market.............. III-34 Table 38: French Call Centers Market (2015): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart) III-35 Strategic Corporate Development III-35 Key Players.............. III-35 B.Market Analytics..............III-36 Table 39: French Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-36

Table 40: French Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-37

4b. GERMANY.............. III-38 A.Market Analysis.............. III-38 Current & Future Analysis..............III-38 German Call Centers: An Introduction III-38 Key Market Drivers..............III-38 Exceptionally High Standards of Customer Service III-38 Availability of Skilled and Relatively Low Cost Labor III-39 High Mobile Phone Usage..............III-39 Liberalization Opens Avenues for Overseas Players III-39 Key Market Barriers..............III-39 Stringent Regulatory Norms Set Up High Entry Barriers III-39 Stringent Labor Laws Restrict Rapid Growth III-40 B.Market Analytics..............III-40 Table 41: German Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-40

Table 42: German Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-41

4c. ITALY.............. III-42 A.Market Analysis.............. III-42 Current & Future Analysis..............III-42 Market Overview.............. III-42 B.Market Analytics..............III-42 Table 43: Italian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-42

Table 44: Italian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-43

4d. THE UNITED KINGDOM..............III-44 A.Market Analysis.............. III-44 Current & Future Analysis..............III-44 The UK: A Key Call Center Market III-44 Financial Services Command More Share III-44 UK Companies Reverting to Domestic Call Centers III-45 Strategic Corporate Development III-45 Key Player.............. III-45 B.Market Analytics..............III-46 Table 45: UK Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-46

Table 46: UK Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart).............. III-47

4e. SPAIN.............. III-48 A.Market Analysis.............. III-48 Current & Future Analysis..............III-48 Market Overview.............. III-48 Market Drivers.............. III-48 Multilingual Workforce..............III-48 Government Initiatives..............III-49 B.Market Analytics..............III-49 Table 47: Spanish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-49

Table 48: Spanish Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-50

4f. RUSSIA.............. III-51 A.Market Analysis.............. III-51 Current & Future Analysis..............III-51 B.Market Analytics..............III-51 Table 49: Russian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-51

Table 50: Russian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-52

4g. THE NETHERLANDS.............. III-53 A.Market Analysis.............. III-53 Current & Future Analysis..............III-53 The Netherlands: A Mature Call Center Market III-53 The "King of Benelux" Call Center Market III-53 Favorite Call Center Destination for Pan-European Operations III-53 Market Drivers.............. III-54 Multilingual Workforce with a Diverse Cultural Background III-54 Availability of Qualified Computer-Literate Labor III-54 Relatively Low Labor and Operational Costs III-54 Hassle-free Legal & Regulatory Framework III-55 No Bar on B2C and B2B Telemarketing Calls III-55 Widespread Consumer Acceptance to Products/Services via Call Centers.............. III-55 B.Market Analytics..............III-56 Table 51: The Netherlands Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-56

Table 52: The Netherlands Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-57

4h. IRELAND.............. III-58 A.Market Analysis.............. III-58 Current & Future Analysis..............III-58 Ireland: A Leading European Call Center Market III-58 Preferred Destination for US Players III-58 Large Educated Workforce Capable of Handling All Major European Languages..............III-58 Relatively Low Costs of Employment III-59 Government Initiatives..............III-59 Ireland Sees Increased Competition from Asian Nations III-59 Strategic Corporate Development III-60 Key Players.............. III-60 B.Market Analytics..............III-61 Table 53: Irish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-61

Table 54: Irish Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-62

4i. SWEDEN.............. III-63 A.Market Analysis.............. III-63 Current & Future Analysis..............III-63 Sweden: An Evolving European Call Center Market III-63 Market Drivers.............. III-63 Relatively Low Labor Cost..............III-63 Availability of Educated and Internet-Savvy Workforce III-64 B.Market Analytics..............III-64 Table 55: Swedish Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-64

Table 56: Swedish Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-65

4j. REST OF EUROPE.............. III-66 A.Market Analysis.............. III-66 Current & Future Analysis..............III-66 Major Regional Markets..............III-66 Belgium.............. III-66 Regulatory Environment..............III-66 Denmark.............. III-66 Norway.............. III-67 Central and Eastern Markets III-67 Hungary.............. III-67 Austria.............. III-67 Finland.............. III-68 Poland.............. III-68 Czech Republic..............III-68 Turkey.............. III-68 Strategic Corporate Developments III-69 B.Market Analytics..............III-70 Table 57: Rest of Europe Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-70

Table 58: Rest of Europe Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-71

5. ASIA-PACIFIC.............. III-72 A.Market Analysis.............. III-72 Current & Future Analysis..............III-72 Asia-Pacific: The Offshore Call Center Hub III-72 Table 59: Asia-Pacific Outsourced Call Centers Market (2015): Percentage Breakdown of Expenditure by Activity (includes corresponding Graph/Chart) III-73 Low Labor and Operational Costs Remain Trump Cards III-73 Does Intense Competition Imply Unparalleled Customer Service? III-73 Asian Offshore Outsourcing Services: A Huge and Expanding Market.............. III-73 Table 60: Asia Offshore Call Center Outsourcing Market (2015): Percentage Breakdown of Expenditure by Source Country (includes corresponding Graph/Chart) III-74 Asia-Pacific Call Center Market: On the Move from "Offshore" to "Onshore".............. III-74 Transforming Technologies Drive Market Growth III-74 Internet-Call Center Integration Picks Up Momentum III-75 B.Market Analytics..............III-76 Table 61: Asia-Pacific Recent Past, Current & Future Analysis for Call Centers by Geographic Region - Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart).............. III-76

Table 62: Asia-Pacific Historic Review for Call Centers by Geographic Region - Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets Independently Analyzed in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart) III-77

Table 63: Asia-Pacific 14-Year Perspective for Call Centers by Geographic Region - Percentage Market Share Breakdown for Australia, China, India, Philippines, Singapore, and Rest of Asia-Pacific Markets for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart)..............III-78

5a. AUSTRALIA.............. III-79 A.Market Analysis.............. III-79 Current & Future Analysis..............III-79 Market Overview.............. III-79 Market Drivers.............. III-79 Well-Educated High Caliber Workforce III-79 Ideal location for 24/7 Call Center Services III-80 Outsourced Call Center Industry III-80 High Workforce Turnover..............III-80 High Inbound Customer Service Activity III-81 B.Market Analytics..............III-81 Table 64: Australian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-81

Table 65: Australian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-82

5b. CHINA.............. III-83 A.Market Analysis.............. III-83 Current & Future Analysis..............III-83 Market Overview.............. III-83 B.Market Analytics..............III-84 Table 66: Chinese Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-84

Table 67: Chinese Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-85

5c. INDIA.............. III-86 A.Market Analysis.............. III-86 Current & Future Analysis..............III-86 Market Overview.............. III-86 Emergence of Indian BPOs: A Peek into History III-86 Consolidation Paves the Way III-87 The National Do-Not-Call Registry III-87 Government Relaxes Legislation III-87 Noteworthy Market Trends, Growth Drivers & Issues III-88 Large Educated English-Speaking Work Pool III-88 Availability of Technical-savvy Labor III-88 Relatively Low Labor and Operational Costs III-88 Change: The Key 'Constant' that Drives Growth III-89 Dominance in IT-Enabled Services Outsourcing III-89 Advantageous Time Zone for 24/7 Operations III-89 High Esteem for Call Center Jobs III-90 Government Initiatives..............III-90 Indian Majors Join the Bandwagon III-91 Specialization: Leading to Differentiation III-91 Small Call Centers Drive the Momentum III-91 Market Sees Rise in Impact Sourcing III-91 Call Centers Focus on Agent Training to Neutralize Indiscernible Accents..............III-92 Lack of Seasoned Management with Adequate Experience Bothers Market..............III-92 Strategic Corporate Developments III-93 Key Players.............. III-93 B.Market Analytics..............III-95 Table 68: Indian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-95

Table 69: Indian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-96

5d. PHILIPPINES.............. III-97 A.Market Analysis.............. III-97 Current & Future Analysis..............III-97 Philippines: A Fast Growing Call Center Market III-97 BPO: A Natural Choice for Filipinos III-97 Favorable Factors for Philippines Contact Centers Market III-98 Low Labor Costs Attract Overseas Players III-98 Companies Scour Non-Urban Locations for Call Centers III-99 Table 70: Philippines Call Center Market (2015): Percentage Breakdown of Number of Call Centers by Region (includes corresponding Graph/Chart)..............III-99 Human Resource: A Barrier for Philippines Outsourcing Industry III-99 Strategic Corporate Developments III-100 B.Market Analytics..............III-100 Table 71: Philippines Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-100

Table 72: Philippines Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-101

5e. SINGAPORE.............. III-102 A.Market Analysis.............. III-102 Current & Future Analysis..............III-102 Market Overview.............. III-102 B.Market Analytics..............III-102 Table 73: Singapore Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-102

Table 74: Singapore Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-103

5f. REST OF ASIA-PACIFIC..............III-104 A.Market Analysis.............. III-104 Current & Future Analysis..............III-104 Major Regional Markets..............III-104 Malaysia.............. III-104 Pakistan.............. III-104 Strategic Corporate Developments III-105 B.Market Analytics..............III-106 Table 75: Rest of Asia-Pacific Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-106

Table 76: Rest of Asia-Pacific Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart) III-107

6. LATIN AMERICA.............. III-108 A.Market Analysis.............. III-108 Current & Future Analysis..............III-108 Latin America: A Growing Call Center Market III-108 Intense Competition to Win Customers Fuels Market Growth III-108 Emerging Markets Drive Growth..............III-109 Table 77: Latin American Call Centers Market (2015): Percentage Breakdown of Number of Call Centers by Country (includes corresponding Graph/Chart) III-109 B.Market Analytics..............III-110 Table 78: Latin American Recent Past, Current & Future Analysis for Call Centers by Geographic Region - Brazil, Mexico and Rest of Latin American Markets Independently Analyzed in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-110

Table 79: Latin American Historic Review for Call Centers by Geographic Region - Brazil, Mexico and Rest of Latin American Markets Independently Analyzed in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart) III-111

Table 80: Latin American 14-Year Perspective for Call Centers by Geographic Region - Percentage Market Share Breakdown for Brazil, Mexico and Rest of Latin American Markets for Years 2009, 2016 and 2022 (includes corresponding Graph/Chart)..............III-112

6a. BRAZIL.............. III-113 A.Market Analysis.............. III-113 Current & Future Analysis..............III-113 Brazil: The Latin American Call Center Leader III-113 Changing Structure of Contact Center Industry III-113 Key Statistical Findings:..............III-114 Table 81: Brazilian Call Centers Market (2015): Percentage Breakdown of Number of Call Centers by Region (includes corresponding Graph/Chart)..............III-114

Table 82: Brazilian Outsourced Call Center Market (2015): Percentage Breakdown of Call Center Spending by Vertical Industry (includes corresponding Graph/Chart) III-114 Key Player.............. III-114 B.Market Analytics..............III-115 Table 83: Brazilian Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-115

Table 84: Brazilian Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-116

6b. MEXICO.............. III-117 A.Market Analysis.............. III-117 Current & Future Analysis..............III-117 Mexico: An Emerging Call Center Hub III-117 Table 85: Mexican Call Center Market (2015): Percentage Breakdown of Number of Call Centers by Region (includes corresponding Graph/Chart)..............III-117 High Growth Demands Better Infrastructure In Place III-118 Labor Issues Drive Competition in the Market III-118 B.Market Analytics..............III-119 Table 86: Mexican Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-119

Table 87: Mexican Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-120

6c. REST OF LATIN AMERICA..............III-121 A.Market Analysis.............. III-121 Current & Future Analysis..............III-121 Major Regional Markets..............III-121 Caribbean: An Emerging Call Center Destination III-121 Multilingual Skills and Low Employment Costs Attract Global Players.............. III-121 Jamaica: Preferred Call Center Outsourcing Destination III-122 Argentina.............. III-122 Chile.............. III-122 Strategic Corporate Development III-123 Key Player.............. III-123 B.Market Analytics..............III-124 Table 88: Rest of Latin America Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-124

Table 89: Rest of Latin America Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart) III-125

7. REST OF WORLD.............. III-126 A.Market Analysis.............. III-126 Current & Future Analysis..............III-126 South Africa: A Key Regional Market III-126 Table 90: South African Call Centers Market (2015): Percentage Breakdown of Call Center Spending by Vertical Sector (includes corresponding Graph/Chart) III-126 Western Cape Emerging as the Preferred Hub III-127 Table 91: South African Call Centers Market (2015): Percentage Breakdown of Number of Call Centers By Province (includes corresponding Graph/Chart) III-127 Dubai: The Call Center Oasis III-127 Strategic Corporate Developments III-127 B.Market Analytics..............III-128 Table 92: Rest of World Recent Past, Current & Future Analysis for Call Centers Market in US$ Million for Years 2015 through 2022 (includes corresponding Graph/Chart) III-128

Table 93: Rest of World Historic Review for Call Centers Market in US$ Million for Years 2009 through 2014 (includes corresponding Graph/Chart)..............III-129

IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 138 (including Divisions/Subsidiaries - 149)

The United States (67) Canada (3) Japan (3) Europe (28) - France (6) - Germany (2) - The United Kingdom (8) - Spain (1) - Rest of Europe (11) Asia-Pacific (Excluding Japan) (39) Latin America (6) Africa (1) Middle-East (2)
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