Call centers started early in China, market cultivation is relatively mature, and the market volume is very large. In 2017, the market size of the whole domestic call centers (including cloud end deployment and local deployment) is 630.1 billion yuan. Due to the large base and relatively stable market, the annual composite growth rate of call center market is 8.4%, and the expected annual composite growth rate is 5.5% after 2020. However, the call center system is experiencing the migration from local deployment to cloud deployment. At present, cloud call center has occupied the vast majority of the incremental market.
Firstly, it introduces the market development environment and the overall operation situation of call center industry in China. Then it analyses the current situation of the market operation of call center industry in China, and then introduces the market competition pattern of call center. Subsequently, the report makes an analysis of the operation status of key enterprises in call center, and finally analyses the development trend and investment forecast of call center industry in China.
From the market segmentation structure, human outsourcing is the largest revenue of call center industry, accounting for 99.0%. As the system accelerates cloud and intellectualization, the continuous transformation of AI to call center accelerates the revenue growth of software part, while at the same time, the hardware market is declining, accounting for less than 0.1% of the total market.