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Allied Market Research

Customer Experience Outsourcing Services Market by Component (Software and Services), Deployment Model (On-premises and Cloud), Enterprise Size (Large Enterprises and Small & Medium Enterprises), Services (Offshore and Onshore), and End User (IT & Telecom, Healthcare, E-commerce, BFSI, Transportation, Hospitality, and Others): Global Opportunity Analysis and Industry Forecast, 2021–2030

A12271
Pages: NA
Sep 2021 | 55 Views
   
Author(s) : Vineet Kumar
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COVID-19

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Customer Experience Outsourcing Services Market Statistics - 2030

Customer experience outsourcing services are the services provided by a company that utilizes third party service to manage its customer interaction and communication without using its own employees. Customer experience covers every element of a customer’s buying journey, from marketing and sales to after sales service and everything in between. Businesses transfer the part of customer relationship work to contact centers and call centers that employ experienced customer support representatives. The businesses take the help of offshore and onshore companies for outsourcing their customer relation services. Contracting companies actively demand customer experience service providers to drive digital revolution for their customer experience processes and invest considerable number of resources in improving their digital value proposition.

Customer Experience Outsourcing Services Market Scope and Structure Analysis

Report Metric

Details

  Market Size Available for Years

  2020–2030

  Base Year Considered

  2020

  Forecast Period

  2021–2030

  Forecast Units  

  Value ($)

  Segments Covered

Component, Deployment Model, Enterprise Size, Services, End User, and Region.

Regions Covered

North America (U.S. and Canada), Europe (Germany, UK, France, and rest of Europe), Asia-Pacific (China, Japan, India, and rest of Asia-Pacific), Latin America (Brazil, Mexico, and rest of LATAM) and Middle East & Africa

  Companies Covered

Go Answer, TeleDirect Communications Inc., Peak Support, Aidey, Five Star Call Centers, SAS Institute Inc., Signius Communications Inc., XACT Communications Inc., Liveops Inc., Working Solutions LLC

 

Impact of COVID-19 on Customer Experience Outsourcing Services Market-

  • The outbreak of COVID-19 virus in December 2019 led to the spread of the disease in majority of the countries around the globe with the World Health Organization declaring it a public health emergency. Corona virus has impacted almost every sector and is expected to significantly impact the global customer experience outsourcing services market in 2020.
  • The COVID-19 pandemic impacted the entire customer experience service market, but not all service providers were affected. For instance, customer experience service providers who were focused on providing services to the telecommunications and healthcare industries performed better than other travel and hospitality industries. Likewise, outbound activities suffered the most significant cuts, while inbound customer service and technical support in some cases experienced considerable growth.

Top Impacting Factors: Market Scenario Analysis, Trends, Drivers, and Impact Analysis

The rise in demand for advanced technologies by the customers and integration of artificial intelligence in the systems to increase work efficiency drive the growth of the market. In addition to this, implementation of artificial intelligence and machine learning to bring automation in the system provide better features that propel the growth of the customer experience outsourcing services market. However, lack of innovation and high operational cost of the services are the factors that hamper the growth of the market. Furthermore, development of secured platform of communication and cloud services is estimated to open lucrative opportunities for the key players in this growing market.

Market Trends for Customer experience outsourcing services market 

Technological Advancements Driving the Market Growth

The rise in the demand to provide better costumer experience to the customers, companies are adopting various new technologies. This field is gaining more attention because of the huge scope and investors investing to gain profits. The adoption of artificial intelligence, advanced analytics, omni channel capabilities, and efficient security tools play an increasing role in this competitive and dynamic market. For instance, Amazon launched ‘NOW’ customer service which aims to resolve customer queries in least possible time. It makes the use of latest technological advanced services.

Adoption of Cost-effective Work from Home Business Model

Work from home business model is adopted by most of the businesses in this pandemic situation, as this model reduces cost and increases flexibility. The increased acceptance of work from home has spiked the need to improvise security. Advancements in facial recognition, virtualized environments, multifactor authentication, and next-generation encryption have set the conditions for customer experience service providers to provide the necessary assurances to their clients to incorporate a remote work approach.

Key Segments Covered

Segments

Subsegments

  Component

  • Software 
  • Services

  Deployment Model

  • On-Premises 
  • Cloud

  Enterprise Size

  • Large Enterprises
  • Small & Medium Enterprises

  Services

  • Offshore
  • Onshore

  End User

  • IT & Telecom
  • Healthcare
  • E-Commerce
  • BFSI
  • Transportation
  • Hospitality
  • Others

 

Key Benefits of the Report

  • This study presents analytical depiction of the customer experience outsourcing services market along with the current trends and future estimations to determine the imminent investment pockets.
  • The report presents information related to key drivers, restraints, and opportunities along with detailed analysis of the market share.
  • The current market is quantitatively analyzed from 2021 to 2030 to highlight the growth scenario of the market.
  • Porter’s five forces analysis illustrates the potency of buyers and suppliers in the market.
  • The report provides a detailed market analysis based on the present and future competitive intensity of the market.

Questions Answered in the Customer Experience Outsourcing Services Market Research Report:

  • Who are the leading market players active in automation and work-at-home transforming the customer experience outsourcing servicesmarket?
  • What would be the detailed impact of COVID-19 on customer experience outsourcing services market?
  • What current trends would influence the market in the next few years??
  • What are the driving factors, restraints, and opportunities in the customer experience outsourcing services market?
  • What are the projections for the future that would help in taking further strategic steps?
 
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Secondary research
We refer a broad array of industry sources for our secondary, which typically include; however, not limited to: Company SEC filings, annual reports, company websites, broker & financial reports and investor presentations for competitive scenario and shape of the industry

  • Patent and regulatory databases for understanding of technical & legal developments
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Our primary research efforts include reaching out participants through mail, tele-conversations, referrals, professional networks and face-to-face interactions. We are also in professional corporate relations with various companies that allow us greater flexibility for reaching out industry participants and commentators for interviews and discussions, fulfilling following functions:

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Our primary research interview and discussion panels are typically composed of most experienced industry members. These participants include; however, not limited to:

  • Chief executives and VPs of leading corporations specific to industry
  • Product and sales managers or country heads; channel partners and top level distributors; banking, investments and valuation experts Key opinion leaders (KOLs)


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