Contact Center

Our Contact Center research helps organizations optimize global Contact Center operations by delivering high value insights on outsourcing relationships and shared services

Contact Center, Finance & Accounting, Human Resources, Procurement and Industry-Specific Processes

Our Contact Center Coverage

Our data and analysis of contact center services spans all geographies and all industries – with a focus on the evolution of new channels like email and chat plus the ever increasing importance of technology in service delivery

Everest Group's fact-based reports

Published Reports

We offer an unparalleled depth of coverage in our fact-based and easy-to-digest reports on the contact center outsourcing market. Access to reports and our analysts is available as an annual subscription



Everest Group helps you benchmark global services


Our industry-leading analysis can help you benchmark contact center services – prices for outsourced services, contracts and service levels, global delivery models, and more




Selection, sustainability, portfolio balancing and more

Location Optimization

Whether you are seeking to set up a contact center or evaluate your current service delivery footprint of centers, we provide the data and expertise to help you make an informed investment decision



Fact-based intelligence on peer activity

Peer Intelligence

Learning from the experiences and approaches of other organizations can help avoid costly mistakes and uncover new opportunities. Our peer intelligence capabilities help you validate and improve your strategies



Recent-Research Recent Contact Center Reports

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Automation: The Next Big Disruptor in Contact Center Outsourcing (CCO)

Automation is emerging as one of the disruptive forces in the CCO market, which is set to change the operating models of key stak[...]
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Contact Center Outsourcing (CCO) – Service Provider Compendium 2016

The CCO service provider compendium provides accurate, comprehensive, and fact-based snapshots of 25+ service providers in the CCO[...]
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Contact Center Outsourcing Annual Report 2016: The Rise of Digital Contact Centers – Clear Evidence that Real Change is Underway

Contact centers across the world are moving into the digital era with[...]
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Unlocking Next-Generation Value through Technology-Embedded Business Process Services | Part 1

The global business environment is undergoing fundamental shifts driven by economic, demographic, regulat[...]
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