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This forecast projects the number of contact center agent positions for in-house and outsourced centers through 2020.


  • This forecast includes estimates of the number of hosted/cloud agent positions at the regional level through 2020.

Features and Benefits

  • Identifies geographic areas where contact center expansion will take place.
  • Identifies the effects of macroeconomic trends and technological maturation on the trajectory of medium-term growth.

Key questions answered

  • How many contact center agent positions will there be globally from 2016 through 2020?
  • What areas are growing fastest, and which are growing slowest?
  • What are the key vertical markets in which there is most active market potential?

Table of contents


  • Introduction
  • Download 1: Global Contact Center Market Forecast: 2014–20

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