Market Insights™
Contact Center Outsourcing Annual Report 2014: Changing Times, Evolving Value Proposition | Market Insights™
Contact Center Outsourcing (CCO) average Annualized Contract Value (ACV) doubled in one year
As CCO matures, buyers demand more than labor arbitrage, resulting in changing solution characteristics
Non-voice channel growth has led to increased adoption of multi-channel contact center solutions
Value-added services in CCO are gaining quickly, with customer analytics and customer retention having maximum growth