Call Center Commerce Tracker Archives

CALL CENTER COMMERCE

archives
NOVEMBER 2018

$400M

price paid by MAXIMUS to
acquire General Dynamics
IT’s U.S. citizen contact
center operations

SEPTEMBER 2018

$1

average cost per minute for a live telephone agent call, compared to $0.10 per minute for IVR

JULY 2018

61.6%

share of collection agencies that do not, and do not plan to, collect convenience fees

MAY 2018

12.63%

anticipated CAGR of the interactive voice response system market through 2021

MARCH 2018

8.54%

projected global call center market growth through 2022

January 2018

54%

of consumers prefer voice-based communication when asking for help

November 2017

$13.27 B

size of call center software market as of the end of 2016