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About This Report
“US Contact Centers 2026-2030: The State of the Industry & Technology Penetration” is based on ongoing primary research with thousands of US contact centers.
The largest and most established contact center market sizing report available, containing:
- Market sizing by contact centers and agent positions
- Geographical locations
- Employment
- Forecasts until 2030
- Inbound / outbound market sizing
- Homeworking, virtual contact centers and multichannel data
- Current and future technology penetration for 12 contact center solutions
Data are segmented by vertical market and size band, with historical data and future trends.
The report costs $1,850.
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Annual Business Surveys
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Reports Downloaded
In this Report
Vertical markets / size bands
- Communications
- Finance
- Healthcare
- Insurance
- IT
- Manufacturing
- Outsourcing & Telemarketing
- Public Services
- Retail & Distribution
- Services
- Transport & Travel
- Utilities
- 10-25 seats
- 26-50 seats
- 51-100 seats
- 101-250 seats
- 251-1,000 seats
- 1,000+ seats
Market sizing
- # Contact centers & agent positions by vertical market, contact center size and vertical market within size band
- State-level data (agent positions, jobs and contact centers)
- Market forecasts to 2029
- Inbound / outbound activity
- Virtual / remote working
- Interactions by channel, by vertical market
Technology penetration rates
- Current use, plans for replacement and planned implementation timescales
- End-2025 and end-2029 penetration rates
- Segmented by vertical market and contact center size
- Artificial Intelligence
- Automated Speech Recognition
- DTMF IVR
- Email Management Systems
- Gamification
- Interaction Analytics
- Interaction Recording
- Management Information Systems
- Mobile Customer Service Apps
- Outbound Dialing
- Web Chat
- Workforce Management Systems
- Use of Cloud Solutions
