Contact Center Outsourcing Annual Report 2014: Changing Times, Evolving Value Proposition | Market Insights™

Contact Center Outsourcing Annual Report 2014,I1

Contact Center Outsourcing (CCO) average Annualized Contract Value (ACV) doubled in one year


Contact Center Outsourcing Annual Report 2014,I2

As CCO matures, buyers demand more than labor arbitrage, resulting in changing solution characteristics


Contact Center Outsourcing Annual Report 2014,I3

Non-voice channel growth has led to increased adoption of multi-channel contact center solutions


Contact Center Outsourcing Annual Report 2014,I4

Value-added services in CCO are gaining quickly, with customer analytics and customer retention having maximum growth


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