Market Share of Contact Center Outsourcing Industry
The contact center outsourcing market is semi-consolidated due to the presence of both global players and small and medium-sized enterprises. Some of the major players in the market are Atento SA, Sykes Enterprises, Incorporated, DATAMARK Inc., Scicom Berhad, and Teleperformance SA. Players in the market are adopting strategies such as partnerships and acquisitions to enhance their product offerings and gain sustainable competitive advantage.
In March 2024, ArenaCX announced that Atento joined the marketplace of BPO providers. For ArenaCX, this new addition to the BPO marketplace means more choice within the arena marketplace for customers looking to outsource key business functions.
In June 2023, Microsoft, the leading artificial intelligence (AI) tech provider, signed a USD 185 million deal with France’s Teleperformance to help the outsourcing company launch its proprietary TP AI GenAI tec. Through the collaboration, Teleperformance is also leveraging Microsoft Azure artificial intelligence (AI) to launch TP GenAI, a new suite of AI solutions that enable faster, more efficient, and enhanced business processes that deliver improved customer experience.
Contact Center Outsourcing Market Leaders
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Atento S.A
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Sykes Enterprises, Incorporated
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DATAMARK Inc.
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Scicom Berhad
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Teleperformance, SA
*Disclaimer: Major Players sorted in no particular order
