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This forecast includes expected revenues split by contact center size band, technology, and vertical markets for the period 2012 to 2022.


  • Demand for contact center infrastructure (hardware and software) depends on three drivers: the growth and maturity of a country's consumer sector, the expected gross domestic product (GDP) growth of the country, and the separate market within a region for contact center outsourcing services.

Features and Benefits

  • Assess market demand by geographic region using this forecast. .
  • Evaluate potential sales shifts within the vertical markets of the major regions of the world by country.

Key questions answered

  • Which global regions and countries of the world present the most potential for contact center hardware and software sales?
  • Which vertical markets will grow and which will shrink in terms of contact center revenues?

Table of contents


  • Introduction
  • Download 1: Global Contact Center Technology Spending Forecast: 2017–22

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