Gitnux/Report 2026

Contact Center Industry Statistics

See how generative AI is moving from promise to policy and productivity, with Gartner forecasting that by 2026 80% of customer service organizations will use it, while CCaaS is set to grow at a 16.7% CAGR through 2033. This page also puts pressure points on the same dashboard, from rising cost and fraud losses to the operational payoff of better first call resolution and personalization.
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November 11, 2026Updated
Contact Center Industry Statistics
Karl BeckerWritten by Karl Becker·Edited by Christopher Morgan·Fact-checked by Sarah Mitchell
Published ·Updated
How this report is researched
01Editorial Scope

Gitnux editors write the brief first: the topic, the inclusion rules, and the frame for what belongs.

02Source Research

Agents search the published record and log every extracted figure back to the passage it came from.

Read our full methodology →

Search agents attach provenance to every extracted figure.

Next review: within 31 days

01 Industry overview

The contact center industry at a glance

The global contact center software market reached $63.88 billion in 2025, while AI, cloud migration and omnichannel service continue to reshape a labor-intensive industry employing about 2.7 million U.S. customer service representatives.

$63.88B[72]
Global market size, 2025
16.5%[72]
Forecast CAGR, 2026–2034
2.7M[73]
U.S. customer service jobs, 2025
31.3%[72]
Asia-Pacific market share, 2025
Market size
The global contact center software market was valued at $63.88 billion in 2025. Fortune Business Insights projects the market to reach $77.82 billion in 2026 and $263.75 billion by 2034.[72]
Forecast & CAGR
The market is forecast to grow at a 16.5% compound annual growth rate from 2026 to 2034. Gartner separately projects 17.5% growth for the broader worldwide contact center market through 2029.[72][53]
Market share & regions
Asia-Pacific accounted for 31.3% of global contact center software revenue in 2025, followed by North America at 25.7% and Europe at 20.3%. Asia-Pacific generated $19.98 billion, compared with $16.45 billion in North America.[72]
Segmentation
Solutions are projected to represent 69.77% of the market in 2026, while large enterprises are projected to account for 57.75%. By vertical, BFSI is expected to lead, with healthcare, retail, IT and telecommunications, government, and travel and hospitality also covered as major segments.[72]
Key players & concentration
The competitive field includes NICE, Genesys, Five9, Cisco, Amazon Web Services, Talkdesk, Vonage, Zoom and Content Guru. Gartner’s 2024 customer-service-and-support analysis identified ServiceNow, NICE, Talkdesk, Microsoft and Genesys as leading vendors by year-over-year growth, but the public source does not provide a comparable top-five revenue concentration ratio.[53]
Pricing
The U.S. median hourly wage for customer service representatives was $21.53 in May 2025. Median pay varied by major employing industry, from $17.68 in business support services and $17.96 in retail to $22.47 in insurance carriers and related activities.[73]
Trends, drivers & challenges
AI, cloud deployment, predictive analytics and omnichannel service are the main growth drivers. Gartner reported that 85% of customer-service leaders planned to explore or pilot customer-facing conversational GenAI in 2025, while 61% reported a backlog of knowledge-base articles needing revision.[72][53]
Consumer behavior & competition
Contact centers increasingly support phone, email, text, live chat, social media and video interactions, reflecting demand for faster and more accessible service. Deloitte’s 2026 survey found that more than half of consumers said service quality stayed the same or worsened in 2025, while AI-mature contact centers reported 85% greater profitability than low-maturity peers.[72][39]
Latest news
Deloitte’s June 9, 2026 global contact center survey reported that 35% of contact centers already used agentic AI in operations. It also found that AI-mature organizations reported 85% greater contact center profitability than low-maturity organizations.[39]

02 Ranking

Top 10 Companies in the Contact Center Industry

The leading companies in the contact center industry, ranked on market impact, performance, momentum, innovation and brand popularity.

Updated November 11, 2026 · Next review December 11, 2026

Verdict

Genesys leads Gitnux's 2026 contact center ranking with an Overall score of 9.6, with 13% revenue growth and orchestration of billions of customer experiences annually in 100+ countries. NiCE is the runner-up at 9.0, with operating margin 21.9% and R&D 12.2% of revenue for CXone cloud platform.

Ranked by Overall score · How we score ↓

Editor's top 3 picks

Where to start, by need.

  1. #1 Overall · Leader in cloud contact center software

    Genesys

    US

    Ranked #1 · 9.6 · Cloud contact center software

    Why we picked it: It targets cloud contact center and experience orchestration across 100+ countries with 13% revenue growth signal.

    See in ranking ↓Visit genesys.com ↗

  2. #2 overall

    NiCE

    IL

    Ranked #2 · 9.0 · Cloud contact center software

    Why we picked it: It sells CXone cloud contact center software spanning interactions, workforce and CX AI, backed by margin and R&D figures.

    See in ranking ↓Visit nice.com ↗

  3. Leader in customer experience outsourcing

    TP

    FR

    Ranked #3 · 9.0 · Customer experience outsourcing

    Why we picked it: It operates in outsourced global customer care and multichannel programs with 10.3% operating margin signal.

    See in ranking ↓Visit tp.com ↗

Pick 1 is the #1 company overall. Pick 2 is the highest-ranked company in the top 5 that adds a new segment; no further segment places in the top 5, so pick 3 follows rank.

Full ranking

Sort by
Top 10 companies in the contact center industry, 2026 – Gitnux ranking
#CompanyOverall ↓Company snapshot
1

Genesys

Cloud contact center software · US

9.6
2

NiCE

Cloud contact center software · IL

9.0
3

TP

Customer experience outsourcing · FR

9.0
4

Concentrix

Customer experience outsourcing · US

8.9
5

VXI Global Solutions

Customer experience outsourcing · US

8.8
6

Talkdesk

Cloud contact center software and AI · US

8.7
7

TELUS Digital

Digital CX outsourcing and contact center services · CA

8.6
8

ResultsCX

Customer experience and contact center outsourcing · US

8.5
9

Alorica

Global customer care and contact center outsourcing · US

8.3
10

Transcom

European and global contact center outsourcing · SE

8.0

How we score

  • Impact (30%): scale and weight in the market (revenue, market share, employees, market position).
  • Performance (20%): recent revenue growth and operating margin; an analyst assessment where a company does not publish them.
  • Momentum (20%): growth trajectory and future potential.
  • Innovation (15%): R&D intensity and how technologically advanced the company is.

Popularity (brand search demand, 15%) counts toward Overall but is not published as a column. Overall leaves out what is not known.

Scale Scores are shown on a 7–10 scale with one decimal; bars start at 7.0.

Cadence Recalculated when new figures are published; next review December 11, 2026.

Independence. Rankings are editorially independent. Scores, ranks, picks and the verdict follow the method above; no company can pay to change them.

Cite this ranking

APA

Karl Becker. (2026, February 13). Top 10 companies in the contact center industry. In Contact Center Industry Statistics. Gitnux. https://gitnux.org/contact-center-industry-statistics/#top-companies

report visual · Projection

Revenue of telemarketing bureaus and other contact centers, all establishments (United States)

Revenue of telemarketing bureaus and other contact centers, all establishments grew from $22.1B in 2020 to $28.7B in 2024.

$22.1B
Start
+6.82%
CAGR · 4y
$28.7B
Projected
20202024
source-verifiedfred.stlouisfed.org2024

03 Statistics

Technology & Innovation

AI adoption is widespread: only 5% of contact centers reported not using AI. 96% reported reduced task time, with ROI exceeding expectations for 60%.

AI in the contact center industry

  • Only 5% of contact centers reported not using AI in the latest workforce-management survey.[1]
  • 96% of contact centers said AI reduced task time, with the saved time commonly reinvested in quality, flexibility and coaching.[1]
  • 60% of contact centers said AI return on investment exceeded expectations, while 35% said it met expectations.[1]
  • 84% of contact centers using AI reported improved agent satisfaction.[1]
  • 67% of contact center organizations used some form of AI in 2025, up from 31% in 2022, according to a global CX-leader survey.[2]
  • 96% of global CX and contact center leaders said implementing AI was key to their strategy in 2025, compared with 87% in 2024.[3]

Automation in the contact center industry

  • 23% of contact center leaders identified digital channels as the main driver of customer-experience automation over the following 12 months.[4]
  • 50% of CX leaders said their current contact-center solutions integrated easily with third-party applications such as CRM systems and AI tools.[5]
  • 17.6% was the increase in active contact-center agent headcount between 2024 and 2025 in Natterbox customer data.[6]
  • 10% of contact center leaders identified telephony as the main driver of customer-experience automation over the following 12 months.[4]
  • 53% of contact center leaders identified artificial intelligence as the main driver of customer-experience automation over the following 12 months.[4]
  • 68% of CX leaders expected AI-driven conversational analytics to be critical or essential for improving customer service by 2025.[5]

Digital Transformation in the software and IT services sector (sector benchmark)

  • 75% of digital leaders globally planned to increase AI-related business expenditure in 2024.[7]
  • 72% of digital leaders globally expected to increase technology spending in 2024, compared with 50% of digital laggards, according to a survey of 855 technology and business decision-makers.[7]
  • 45% of North American technology and business decision-makers planned to adopt AI and machine learning to improve business within 12 to 24 months.[7]
  • 34% of surveyed organizations globally identified replacing or upgrading legacy technology as a top digital-transformation goal in 2024.[7]
  • 54.8% of surveyed organizations reported having a chief digital officer or another executive responsible for digital transformation.[8]

Technology Adoption in the software and IT services sector (sector benchmark)

  • More than 50% of surveyed global IT decision-makers were exploring AI use cases or piloting AI technologies in 2024.[7]
  • 67.6% of IT services were delivered through cloud infrastructure among surveyed organizations in 2024.[8]
  • 57.7% of surveyed organizations reported having a chief information security officer or equivalent in 2024.[8]
  • 51.8% of surveyed organizations reported that AI solutions were somewhat or extremely rare in 2024.[8]

Cloud Computing in the software and IT services sector (sector benchmark)

  • 85.2% of EU enterprises using paid cloud services used them for email in 2025.[9]
  • 26.1% of EU enterprises using paid cloud services used computing platforms for application development, testing or deployment in 2025.[9]
  • 52.7% of EU enterprises with at least 10 employees used paid cloud-computing services in 2025.[9]
  • 71.5% of EU enterprises using paid cloud services used them for file storage in 2025.[9]
  • 71.7% of EU enterprises using paid cloud services used them for office software in 2025.[9]
  • 65.5% of EU enterprises using paid cloud services used them for security software applications in 2025.[9]

Big Data in the software and IT services sector (sector benchmark)

  • Big-data analytics adoption averaged 14% among OECD enterprises with at least 10 employees, compared with 49% for cloud computing in the latest comparable data.[10]
  • 40% was the highest reported enterprise adoption rate for big-data analytics across OECD countries in the latest available data through 2023.[10]
  • 3% was the lowest reported enterprise adoption rate for big-data analytics across OECD countries in the latest available data through 2023.[10]

04 Statistics

Data & Analytics

Analytics depends on data readiness and integration. 9% reported data not integrated at all, while 60% did not know what share of digital interactions were sampled for analytics.

Business intelligence in the contact center industry

  • 38.6% of contact centres used a speech-analytics solution in 2024.[11]
  • 12.5% of contact-centre decision-makers ranked customer-journey analytics as a top technology investment priority for 2024.[12]
  • 9% of contact centres reported that their data was not integrated at all.[13]
  • 26.8% of contact-centre decision-makers planned reporting or business-intelligence enhancements for 2024.[12]
  • 29% of contact centres relied on automated reports integrating data from multiple systems.[13]
  • 60% of companies did not know what percentage of their digital customer interactions were sampled for analytics in 2024.[14]

Data analytics in the contact center industry

  • 29% of Australian contact centres used speech analytics for quality management in 2024.[15]
  • 71.3% of contact centres used voice-of-the-customer or customer surveys in 2023.[11]
  • 37.5% of contact-centre professionals used interaction or speech analytics in 2023, up from 28% in 2022.[11]
  • 86.2% of contact centres used performance management or quality monitoring in 2023.[11]
  • 12.4% of contact centres used voice biometrics in 2023.[11]
  • 49% of Australian contact centres did not use speech analytics in 2024.[15]

Data Quality in the software and IT services sector (sector benchmark)

  • In 2024, 95% of enterprise data leaders and practitioners reported a data-quality issue with a direct impact on business outcomes, across companies with at least $1 billion in revenue.[16]
  • In 2025, 35% of organizations globally rated their data excellent for consistency and standardization, across surveyed technology and business organizations.[17]
  • In 2025, 46% of organizations globally said they were fully confident in their data quality, across surveyed technology and business organizations.[17]
  • In 2025, 34% of organizations globally rated their data excellent for relevance and suitability, across surveyed technology and business organizations.[17]
  • In 2025, 46% of organizations globally rated their data excellent for accuracy and integrity, across surveyed technology and business organizations.[17]
  • In 2025, 43% of organizations globally rated their data excellent for quality and completeness, across surveyed technology and business organizations.[17]

Data Governance in the software and IT services sector (sector benchmark)

  • In 2024, 35% of U.S. technology executives prioritized data governance among their data-management areas for the next 12 months.[18]
  • In 2024, 61% of supply-management organizations reported having a dedicated data-governance function, based on an Institute for Supply Management survey.[19]
  • In 2024, 32% of global technology leaders prioritized data governance among their data-management areas for the next 12 months.[18]
  • In 2026, 76% of global data leaders said their company’s AI governance did not completely keep pace with employee use of AI technology.[20]
  • In 2024, 81.7% of organizations reported having no data-governance or catalog solution as part of their governance program, according to a global governance study.[20]
  • In 2024, 18.3% of organizations reported having a data-governance or catalog solution as part of their governance program, according to a global governance study.[20]

KPIs in the contact center industry

  • 5.4% of contact-centre decision-makers ranked voice biometrics as a top technology investment priority for 2024.[12]
  • 59% of contact centres said call quality mapped well to company business goals.[13]
  • 49% of contact centres said first-contact resolution mapped well to company business goals.[13]
  • 29.3% of contact-centre customers identified knowledgeable advisors as the most important service attribute in 2023.[11]
  • 31.9% of contact-centre customers identified first-call resolution as the most important service attribute in 2023.[11]
  • 61% of contact centres said customer-satisfaction survey ratings mapped well to company business goals.[13]

05 Statistics

Strategy & Growth

The software mix shifts toward CCaaS while on-premises declines. Fortune Business Insights projects $77.82 billion in 2026 and CAGR 16.5% through 2034.

Growth in the contact center industry

  • The global contact-center solutions market was valued at $10.52 billion in 2024, according to Frost & Sullivan’s industry report.[21]
  • On-premises contact-center revenue was $2.46 billion globally in 2024, according to Frost & Sullivan’s market model.[21]
  • Cloud contact-center-as-a-service revenue reached $8.05 billion globally in 2024, according to Frost & Sullivan’s market model.[21]
  • The global contact-center solutions market was forecast to grow at a 12.8% CAGR from 2025 to 2030, according to Frost & Sullivan.[21]
  • The global CCaaS market was forecast to reach $20.18 billion by 2030, according to Frost & Sullivan’s industry report.[21]
  • The global on-premises contact-center market was forecast to decline to $1.40 billion by 2030, according to Frost & Sullivan’s industry report.[21]

Differentiation in the contact center industry

  • Nearly 1 billion conversational interactions per month were powered by LivePerson’s platform, according to the company’s 2024 partnership announcement with Avaya.[22]
  • 20% of enterprises identified inbound customer service as an outsourced or potentially outsourced function in IDC’s 2025 survey.[23]
  • 75% of US contact centers used at least one cloud-based contact-center solution in ContactBabel’s 2024 survey, distinguishing cloud-enabled providers from on-premises competitors.[24]
  • 27% of enterprises identified customer analytics as their most likely outsourced customer-care or contact-center function in IDC’s 2025 survey, reflecting differentiation through insight services.[23]
  • 88% of US outsourcing and BPO contact centers used cloud-based contact-center solutions in ContactBabel’s 2024 survey.[24]
  • 22% of enterprises identified customer-retention management as an outsourced or potentially outsourced function in IDC’s 2025 survey.[23]

Mergers and acquisitions in the contact center industry

  • 27 BPO and contact-center transactions were recorded in 2020, according to Capstone Partners.[25]
  • 50% of 2024 BPO and contact-center transactions involved strategic buyers, while the other 50% involved financial buyers, according to Capstone Partners.[25]
  • 2.0x average enterprise-value-to-revenue multiples were recorded for BPO and contact-center transactions from 2022 through 2024, according to Capstone Partners.[25]
  • 56 BPO and contact-center transactions were recorded in 2023, according to Capstone Partners.[25]
  • 48 BPO and contact-center transactions were recorded in 2021, according to Capstone Partners.[25]
  • 58 BPO and contact-center transactions were recorded in 2024, according to Capstone Partners.[25]

Strategic partnerships in the contact center industry

  • Two companies—TELUS Digital and Zendesk—combined CXM talent, generative AI and CCaaS technologies in their strategic collaboration announced in 2025.[26]
  • Up to 90% of product-related customer queries could be automated through the Mitel–Talkative partnership’s generative-AI tools.[27]
  • More than 100,000 employees was Konecta’s projected future workforce target under its Google Cloud collaboration, up from 30,000 employees at announcement.[28]
  • Two companies—ServiceNow and Five9—expanded their partnership in 2024 to deliver a unified AI-powered employee and customer-experience solution for contact centers.[29]
  • Three years was the term of Konecta’s strategic partnership with Google Cloud announced in 2024 to advance AI-enabled customer experience and contact-center services.[28]
  • Two platforms—Genesys Cloud and ServiceNow Customer Service Management—were integrated in the Unified Experience partnership announced in 2024.[30]

06 Statistics

People & Workforce

Workforce dynamics include career movement and attrition. Mean agent attrition rate in North American contact centers was 36% in 2024, with 72% of agents in large centers moving up.

Hiring in the contact center industry

  • 53.5% of respondents to a 2024 contact-center survey had more than 10 years of contact-center experience.[31]
  • 32.6% of respondents to a 2024 contact-center survey had between five and ten years of contact-center experience.[31]
  • 70.5% of respondents to a 2024 contact-center survey worked in centers with more than 200 agents.[31]
  • 14.7% of respondents to a 2024 contact-center survey were contact-center leaders.[31]
  • 39.5% of respondents to a 2024 contact-center survey identified themselves as contact-center agents.[31]

Employee retention in the contact center industry

  • 42% was the contact-center attrition rate in 2021 in a US-and-UK survey of agents and agent managers.[32]
  • 32% of North American contact centers cited dissatisfaction with work-life balance as a factor affecting unmanaged attrition.[32]
  • 58% of contact-center survey respondents said unmanaged agent attrition had increased.[32]
  • 36% was the mean agent attrition rate in North American contact centers in 2024.[32]
  • 39% was the average agent attrition rate in 2024 across the contact centers surveyed by NiCE and Simpler Media Group.[32]

Remote Work in the software and IT services sector (sector benchmark)

  • 48% of U.S. software and IT professionals surveyed worked remotely in 2026, compared with 21% in France.[33]
  • 84% of technology-services employers agreed in 2025 that the ability to work remotely is important for employee retention.[34]
  • 6% of global respondents worked fully remotely in 2025, defined as spending less than one day per week in the office.[34]
  • 10% of technology-services respondents worked under fully flexible arrangements in 2025, allowing employees substantial control over remote work.[34]
  • 34.8% of global software and IT services respondents worked remotely in 2026, according to the Stack Overflow Developer Survey.[33]

Hybrid Work in the software and IT services sector (sector benchmark)

  • 61% of U.S. employees with remote-capable jobs preferred hybrid work in November 2025, compared with 33% preferring fully remote work.[35]
  • 56% of IT employees worked in hybrid arrangements in 2025, while 31% were fully remote and 13% attended the office daily.[36]
  • 52% of U.S. employees with remote-capable jobs worked in hybrid arrangements in May 2026, according to Gallup.[35]
  • 47% of global respondents worked in hybrid arrangements in 2025, down from 63% in Cisco’s 2022 study.[34]
  • 55% of technology-services respondents worked in a hybrid arrangement in 2025, the highest share among industries measured by Cisco.[34]

Upskilling in the contact center industry

  • 72% of agents in large contact centers moved up within the contact center in the cited agent-experience survey.[32]
  • 80% of contact-center employees said they would eventually like to move into another company position, either in contact-center leadership or elsewhere.[37]
  • 62% of agents in small contact centers moved up within the contact center in the cited agent-experience survey.[32]
  • 18% of agents changed positions within the contact center in the cited agent-experience research.[1]
  • 58% of contact-center agents said they received very little from company coaching sessions intended to improve their skills.[32]

Employee Engagement in the software and IT services sector (sector benchmark)

  • 74% of respondents approved of fully flexible hybrid policies in 2025, the highest positive sentiment among the policy types Cisco measured.[34]
  • 22.2% of global software and IT respondents were happy with their current professional role in 2026, while 32.6% were unhappy.[33]
  • 37% of exclusively remote U.S. employees were engaged in May 2026, compared with 34% of hybrid employees and 29% of on-site employees with remote-capable jobs.[35]
  • 54% of exclusively remote U.S. employees were thriving in May 2026, compared with 52% of hybrid employees and 49% of on-site employees with remote-capable jobs.[35]
  • 92% of employees ranked collaboration and community as very important aspects of office culture in Cisco’s 2025 global study.[34]

07 Statistics

Customer & Sales

Consumers tie channel access to outcomes. In 2024, 67% said contacting through their preferred channel is important, and 70% said they would switch after a terrible experience.

Customer experience in the contact center industry

  • 15% of calls in surveyed U.S. contact centers went unresolved because of issues navigating IVR systems in 2025.[38]
  • 67% of surveyed customers said being able to contact a company through their preferred channel is an important aspect of good contact-center experience in 2024.[4]
  • 63% of surveyed customers identified needing multiple attempts to get a simple answer as a frustrating aspect of poor contact-center experience in 2024.[4]
  • 70% of surveyed customers said they would switch to a competitor after a terrible customer experience in 2024.[4]
  • 68% of surveyed contact centers said agents spend 10% to 29% of their time on manual after-call work in 2025.[38]

Customer retention in the contact center industry

  • 85% of surveyed customers said they would purchase again after an amazing contact-center experience in 2024.[4]
  • 84% of surveyed consumers recommended, engaged more with, and/or bought more from a company after great contact-center service in 2026.[39]
  • 30% of Australian contact centers used retention rate as a customer-experience metric in 2024.[15]
  • 36% more was reportedly spent by consumers with companies providing great contact-center service in Deloitte’s 2026 survey.[39]
  • Less than 20% of surveyed contact-center leaders said their current customer-service strategies were fully effective in 2026.[39]

Customer acquisition in the contact center industry

  • Google Business Profiles generated the highest volume of calls, leads and conversions among organic channels for multi-location businesses in 2026.[40]
  • 40% of leads from ChatGPT-referred calls converted during the call in Invoca’s 2026 contact-center dataset.[40]
  • 43% of answered calls from Google Business Profiles were leads in Invoca’s 2026 contact-center dataset.[40]
  • 49% of answered calls from ChatGPT were leads in Invoca’s 2026 contact-center dataset.[40]
  • Paid search generated the highest volume of calls, leads and conversions among paid channels in Invoca’s 2026 contact-center dataset.[40]

Customer loyalty in the contact center industry

  • 75% of surveyed customers said they would recommend a company after an amazing contact-center experience in 2024.[4]
  • 65% of surveyed customers said they would tell friends or family not to purchase from a company after poor contact-center experience in 2024.[4]
  • 57% of Australian contact centers used Net Promoter Score as a customer-experience metric in 2024.[15]
  • 9% of Australian contact centers used Customer Effort Score as a customer-experience metric in 2024.[15]
  • 55% of Australian contact centers used customer satisfaction as a customer-experience metric in 2024.[15]

Lead generation in the contact center industry

  • ChatGPT-referred calls produced a lead rate approximately 6 percentage points above the next-best channel, Google Business Profiles, in 2026.[40]
  • ChatGPT-referred calls produced a lead rate approximately 10 percentage points above the all-channel average in 2026.[40]
  • 40% of ChatGPT-referred leads converted on the call in Invoca’s 2026 contact-center dataset.[40]

08 Statistics

Marketing & Brand

Generative AI links to lead capture. In 2026, 40% of ChatGPT-referred leads converted on the call in Invoca’s dataset.

Marketing in the contact center industry

  • 49% of answered calls referred by ChatGPT were leads, showing measurable generative-AI marketing contribution to contact centers in 2026.[40]
  • Google Business Profiles drove the highest volume of calls, leads and conversions among organic marketing channels for multi-location businesses in 2026.[40]
  • 40% of ChatGPT-referred leads converted on the call, approximately 3 percentage points below the highest-performing channels in 2026.[40]
  • Paid search drove the highest volume of calls, leads and conversions among paid marketing channels in Invoca’s 2026 contact-center dataset.[40]

Digital marketing in the contact center industry

  • 66% of surveyed customers interacted with companies by phone during the previous 12 months in 2024.[4]
  • 72% of surveyed customers interacted with companies through online, social-media or private-messaging channels during the previous 12 months in 2024.[4]
  • 61% of surveyed customers preferred digital channels over phone for contacting companies about questions in 2024.[4]
  • 63% of surveyed customers interacted with companies by email during the previous 12 months in 2024.[4]
  • 61% of contact-center leaders said their organizations increased multichannel support in the previous year in ICMI’s 2024 survey.[41]

Social media in the contact center industry

  • 39% of surveyed customers identified inability to contact a company through their preferred channel, including social media and messaging, as a frustration in 2024.[4]
  • 61% of contact-center leaders said their organizations increased multichannel support, including social media, in the previous year in 2024.[41]

Influencer Marketing in the software and IT services sector (sector benchmark)

  • Across B2B companies, another 29% of marketing organizations planned to adopt influencer marketing within the next year in 2025, based on an Ipsos survey of 1,500 marketing leaders.[42]
  • Across B2B companies, 58% of marketing teams reported using an always-on influencer marketing approach in the 2025 B2B Influencer Marketing Report.[43]
  • Across B2B companies, 43% of marketers reported outstanding results from their influencer programs in the 2025 B2B Influencer Marketing Report.[43]
  • Across B2B companies, 55% of marketing organizations were using influencers in 2025, based on an Ipsos survey of 1,500 marketing leaders.[42]
  • Across technology companies, 64% of marketers reported dedicated and growing budgets for creator or influencer marketing in 2026, according to Nielsen’s global marketing survey.[44]

09 Statistics

Operations & Execution

Execution metrics emphasize handle time and quality. In SQM Group’s 2024 benchmark, average contact-center handle time was 697 seconds.

Process optimization in the contact center industry

  • 28.6% of contact-center survey respondents identified interaction analytics as a top technology investment priority for 2024.[12]
  • 26.8% of contact-center survey respondents planned reporting or business-intelligence enhancements for 2024.[12]
  • 51.8% of contact-center survey respondents identified self-service solutions as a top technology investment priority for 2024.[12]
  • 23.2% of contact-center survey respondents identified contact-center-as-a-service technology as a top investment priority for 2024.[12]
  • 25.9% of contact-center survey respondents identified intelligent business automation or workflow as a top investment priority for 2024.[12]

Operational efficiency in the contact center industry

  • 697 seconds was the average contact-center handle time, including talk and wrap-up time, in SQM Group’s 2024 benchmark.[45]
  • 17.6% was the average chat share of total contact volume among contact centers in MetricNet’s 2023 benchmark.[46]
  • 11.21 minutes was the average chat handle time among contact centers in MetricNet’s 2023 benchmark.[46]
  • 24.3% was the average IVR share of total contact volume among contact centers in MetricNet’s 2023 benchmark.[46]
  • 8.03 minutes was the average voice handle time among contact centers in MetricNet’s 2023 benchmark.[46]

Quality management in the contact center industry

  • 89.5% was the average call-quality score among contact centers in MetricNet’s 2023 benchmark.[46]
  • 85.5% was the average voice customer-satisfaction rate among contact centers in MetricNet’s 2023 benchmark.[46]
  • 77.1% was the average net first-contact-resolution rate among contact centers in MetricNet’s 2023 benchmark.[46]
  • 17.0% of contact-center survey respondents identified automated quality management as a technology investment priority for 2024.[12]
  • 82.8% of contact-center survey respondents considered quality-assessing calls very or somewhat important in 2024.[11]

Supply chain in the contact center industry

  • 17.9% of contact-center survey respondents identified automated post-interaction summarization as a top investment priority for 2024.[12]
  • 9.8% of contact-center survey respondents identified call recording as a top investment priority for 2024.[12]
  • 19.6% of contact-center survey respondents identified automatic call distribution and routing systems as a top investment priority for 2024.[12]
  • 14.3% of contact-center survey respondents identified transcription technology as a top investment priority for 2024.[12]
  • 20.5% of contact-center survey respondents identified customer-relationship-management systems as a top investment priority for 2024.[12]

Outsourcing / Offshoring in the software and IT services sector (sector benchmark)

  • Across German digital-experience service providers, 7.6% of services for customer projects were delivered offshore in 2024.[47]
  • Among German IT-service generalists, 10.2% of digital-experience services for customer projects were delivered offshore in 2024.[47]
  • Across German digital-experience service providers, 13.2% of services for customer projects were delivered nearshore in 2024.[47]
  • Across EU enterprises sourcing business functions internationally during 2021–2023, 28.7% moved information and communication technology services abroad.[9]
  • Across European organizations, 35% planned to increase their use of nearshore outsourcing in the 2024/2025 sourcing study.[48]

10 Statistics

Finance & Pricing

Cost varies by contact type and channel mix. In MetricNet’s 2023 benchmark, average cost per voice minute was $0.90.

Pricing strategy in the contact center industry

  • $7.08 was the average cost per web-ticket or email contact among contact centers in MetricNet’s 2023 benchmark.[46]
  • $5.54 was the average cost per contact including IVR among contact centers in MetricNet’s 2023 benchmark.[46]
  • $0.90 was the average cost per voice minute among contact centers in MetricNet’s 2023 benchmark.[46]
  • $0.87 was the average cost per chat minute among contact centers in MetricNet’s 2023 benchmark.[46]
  • $7.18 was the average cost per voice contact among contact centers in MetricNet’s 2023 benchmark.[46]

Cost reduction in the contact center industry

  • 28% of contact centers were already using artificial intelligence in the 2024 DMG Consulting survey.[49]
  • 37.1% of contact centers planned to invest in artificial intelligence technology by the end of 2024.[49]
  • 9.1% of contact centers anticipated beginning artificial-intelligence use by the end of 2025.[49]
  • 30% was the share of respondents saying reduced human-support headcount was a benefit of self-service implementation in the 2024 Australian contact-center report.[15]
  • 25.9% of contact centers had no plans to use artificial intelligence in the DMG Consulting 2024 survey.[49]

Profitability in the contact center industry

  • 45% of bank-contact-center employee time was spent on operational activities in the 2024 World Retail Banking Report survey.[50]
  • 700 of Klarna’s approximately 3,000 customer-service agents were replaced by chatbots and AI in 2024.[51]
  • 16% of survey respondents identified reduced operational costs as a motivation for customer-service AI investment in 2026.[52]
  • $47 billion was Gartner’s projected worldwide customer-service investment in 2028, including contact-center technology and services.[53]
  • 61% of contact centers increased multichannel support during the year covered by ICMI’s 2024 State of the Contact Center research.[41]

Financial planning in the contact center industry

  • Fewer than 20% of customer-experience leaders expected their budgets to decrease in 2024.[54]
  • Approximately 20% of customer-experience leaders expected their budgets to remain level in 2024.[54]
  • 64% of customer-experience leaders expected their budgets to increase in 2024.[54]
  • 37.5% of contact-center survey respondents planned workforce-management investment for 2024, making it the second-leading technology budget priority.[12]
  • 59% of customer-experience leaders expected to spend more on technology in 2024.[54]

11 Statistics

Product & Service

Product development in the contact center industry

  • 30.4% of contact-centre decision-makers ranked knowledge management as a top technology investment priority for 2024.[12]
  • 87% of Australian contact centres with continuous-improvement programs focused on making existing processes more efficient or fixing issues in 2024.[15]
  • 28% of contact centres were already using artificial intelligence in early 2024.[12]
  • 37.1% of contact centres planned to invest in artificial-intelligence technology by the end of 2024.[12]
  • 67% of Australian contact centres with continuous-improvement programs focused on automating processes in 2024.[15]

Product lifecycle in the contact center industry

  • 23.2% of contact-centre decision-makers ranked contact centre as a service as a top technology investment priority for 2024.[12]
  • 19.6% of contact-centre decision-makers ranked automated contact distribution and queuing systems as a top technology investment priority for 2024.[12]
  • 25.9% of contact centres had no plans to use artificial intelligence when surveyed in early 2024.[12]
  • 14.3% of contact-centre decision-makers ranked transcription as a top technology investment priority for 2024.[12]
  • 17.0% of contact-centre decision-makers ranked automated quality management as a top technology investment priority for 2024.[12]

After-sales in the contact center industry

  • 72% of surveyed contact-centre customers preferred email or text messaging for customer-service interactions in 2024.[55]
  • 34% of contact-centre leaders identified seamless escalation to human agents as a key chatbot capability in 2025.[5]
  • 23.4% of contact-centre customers identified knowledgeable advisors as the most important service attribute in 2024.[11]
  • 45% of Australian contact centres used post-call surveys as a post-interaction feedback method in 2024.[15]
  • 35% of Australian contact centres used post-email surveys as a post-interaction feedback method in 2024.[15]

Value proposition in the contact center industry

  • 93% of contact centres planning to adopt new artificial-intelligence tools reported high pressure to perform in 2024.[31]
  • 54% of contact-centre organizations said they leveraged available artificial-intelligence features to some extent in 2024.[23]
  • 27% of contact-centre survey respondents expected artificial intelligence to have a major or extreme operational impact within five years in 2024.[41]
  • 33.3% of contact-centre leaders reported high pressure for their centres to perform in 2024.[31]
  • 41.5% of contact-centre decision-makers identified investment in artificial intelligence to enhance the contact centre as a top business goal for 2024.[12]

12 Statistics

Sustainability & Ethics

Large providers report multi-year emissions and renewable energy targets. Teleperformance set an 80% renewable-energy use by 2030 target.

Sustainability in the contact center industry

  • 80% renewable-energy use by 2030 is Teleperformance’s global target under its revised decarbonization strategy.[56]
  • 120 million yen is BELLSYSTEM24’s approved investment plan for renewable-energy deployment supporting its net-zero strategy.[57]
  • 50% renewable-energy use across all sites is BELLSYSTEM24’s FY2030 target for its Japanese operations.[57]
  • 30% renewable-energy use was reached three years early, in 2023, by Teleperformance across its global operations.[56]
  • 440,000-plus Concentrix employees across more than 70 countries had access to its Carbon Challenge awareness platform in 2024.[58]

ESG in the contact center industry

  • 323 organisations benefited from CLP Group community programmes in 2024.[59]
  • 18 countries reported ESG ratings, certifications or memberships for Forvis Mazars in 2022/23.[60]
  • 1,270,000-plus direct beneficiaries were reported by CLP Group’s community programmes in 2024, including activities involving its customer-service operations.[59]
  • 82 out of 100 was Trane Technologies’ 2024 employee-engagement score, placing the company in the top quartile of its external benchmarks.[61]
  • 30 languages were used for Concentrix’s Code of Ethical Business Conduct in 2024 to support its global workforce.[58]

Ethics in the contact center industry

  • 499 Teleperformance ethics-hotline alerts were confirmed as incidents in 2024, representing 30% of the total.[56]
  • 1,643 ethics-hotline alerts were recorded by Teleperformance in 2024.[56]
  • 58% of Teleperformance’s 992 Most Exposed Persons completed the specific anti-corruption training in 2024.[56]
  • 89% of Teleperformance employees completed Code of Conduct training by the end of 2024.[56]
  • 60 days was Teleperformance’s average resolution time for confirmed ethics-hotline incidents in 2024.[56]

CSR in the contact center industry

  • 9,500-plus Trane Technologies employees participated in community or sustainability initiatives in 2024.[61]
  • 4,700-plus Forvis Mazars employees participated in volunteering and pro-bono initiatives across 51 countries in 2022/23.[60]
  • 22% of Trane Technologies team members participated in community or sustainability initiatives in 2024.[61]
  • 2.78 volunteer hours per employee were recorded by Samsung Electronics globally in 2024.[62]
  • 92,000-plus employee volunteer hours were recorded by Trane Technologies in 2024.[61]

Carbon footprint in the contact center industry

  • 27% was Concentrix’s reduction in reported emissions from its 2019 baseline by 2024.[58]
  • 602,799 metric tons of CO2e were Teleperformance’s 2024 market-based Scope 1, 2 and 3 emissions worldwide.[56]
  • 78% of Concentrix’s 2024 emissions came from Scope 3, according to its reported emissions-by-scope profile.[58]
  • 21% of Concentrix’s 2024 emissions came from Scope 2, according to its reported emissions-by-scope profile.[58]
  • 476,453 metric tons of CO2e were Teleperformance’s Scope 3 emissions worldwide in 2024.[56]

14 Statistics

Globalization & Expansion

Multilingual operations show measurable capacity constraints. In the HDI multilingual-service study, 25.1% identified real-time translation quality as a challenge.

Globalization in the contact center industry

  • 30,000 employees were included in Konecta’s planned Google Workspace migration in 2024, with the company targeting more than 100,000 employees over three years across its global operations.[28]
  • 22 countries were served by TTEC’s third-party customer-service operations in 2025, according to an Associated Press report on the global contact-center provider.[51]
  • 5.6% of organizations handled 51%–100% of their contacts in a nonprimary language in the HDI multilingual-service study.[67]
  • 55% of support centers routed multilingual calls to multilingual staff in the HDI multilingual-service study.[67]
  • 35.8% of organizations received fewer than 5% of their contacts in a nonprimary language in the HDI multilingual-service study.[67]

Cultural adaptation in the contact center industry

  • 92% of surveyed customers said poor service in their own language damages trust, according to the multilingual CX research summarized by TalkTool.[68]
  • 14% of UK contact-center respondents used an on-demand third-party translation service when required in ContactBabel research.[69]
  • 25.1% of support centers identified real-time translation quality as a challenge in the HDI study.[67]
  • 68% of surveyed customers said they would switch to a brand offering native-language support, according to the multilingual CX research summarized in the 2026 multilingual-support review.[68]
  • 59% of service-focused contact centers reported multilingual skills, compared with 27% of sales contact centers, in ContactBabel’s UK research.[69]

Supplier management in the contact center industry

  • 17% of enterprises identified inbound business-to-business sales as an outsourced or potentially outsourced contact-center function in IDC’s 2025 survey.[23]
  • 20% of enterprises identified inbound customer service as an outsourced or potentially outsourced contact-center function in IDC’s 2025 survey.[23]
  • 24% of enterprises identified technical support and help desk as an outsourced or potentially outsourced contact-center function in IDC’s 2025 survey.[23]
  • 15% of enterprises identified customer-acquisition management as an outsourced or potentially outsourced contact-center function in IDC’s 2025 survey.[23]
  • 11% of enterprises identified order fulfillment and transaction processing as an outsourced or potentially outsourced contact-center function in IDC’s 2025 survey.[23]

Stakeholder management in the contact center industry

  • 403 BPO awards were recorded in 2023, compared with 457 in the first half of 2024, according to ISG’s customer-experience services analysis.[70]
  • 22% of enterprises reported customer-retention management as an outsourced or potentially outsourced function in IDC’s 2025 survey, linking providers to a core customer relationship outcome.[26]
  • 58% of TTEC’s 2024 revenue came from clients with relationships lasting at least 10 years, indicating substantial long-term customer concentration in its stakeholder base.[71]
  • Approximately $2.2 billion was TTEC’s fiscal 2024 revenue, according to its 2024 Impact & Sustainability Report.[71]
  • 287 enterprises participated in IDC’s 2025 Worldwide Business Process Outsourcing Services Survey used to assess customer-care outsourcing relationships.[23]

Distribution channels in the contact center industry

  • 71% of medium-sized contact centers used cloud-based contact-center solutions in ContactBabel’s 2024 US research.[24]
  • 82% of retail and distribution contact centers used cloud-based contact-center solutions in ContactBabel’s 2024 US research.[24]
  • 72% of small contact centers used cloud-based contact-center solutions in ContactBabel’s 2024 US research.[24]
  • 88% of outsourcing and BPO contact centers used cloud-based contact-center solutions in ContactBabel’s 2024 US research.[24]
  • 100% of medical contact centers used cloud-based contact-center solutions in ContactBabel’s 2024 US research.[24]

Key questions about the Contact Center Industry

What is the global contact center software market size in 2025 and what is projected for 2026?
The global contact center software market was valued at $63.88 billion in 2025. Fortune Business Insights projects $77.82 billion in 2026.
What growth rate should analysts assume for 2026–2034?
The market is forecast to grow at a 16.5% compound annual growth rate from 2026 to 2034. Fortune Business Insights projects growth to $263.75 billion by 2034.
Which companies lead the contact center industry?
Genesys leads Gitnux's 2026 contact center ranking with an Overall score of 9.6, with 13% revenue growth and orchestration of billions of customer experiences annually in 100+ countries. NiCE is the runner-up at 9.0, with operating margin 21.9% and R&D 12.2% of revenue for CXone cloud platform.
Which technology shifts drive contact center change in current planning?
AI, cloud deployment, predictive analytics and omnichannel service are the main growth drivers. In 2025, 85% of customer-service leaders planned to explore or pilot customer-facing conversational GenAI.
How is the market split by solutions and customer size in 2026?
Solutions are projected to represent 69.77% of the market in 2026. Large enterprises are projected to account for 57.75%.
Reference

Cite This Report

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APA
Karl Becker. (2026, February 13). Contact Center Industry Statistics. Gitnux. https://gitnux.org/contact-center-industry-statistics
MLA
Karl Becker. "Contact Center Industry Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/contact-center-industry-statistics.
Chicago
Karl Becker. 2026. "Contact Center Industry Statistics." Gitnux. https://gitnux.org/contact-center-industry-statistics.

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