Telecommunications,IT Sector and banks – the main customers for contact center platforms

Analyses conducted by research and consulting firm Frost and Sullivan estimates that the   European contact center business  market will reach a value of 22.5 billion dollars by 2017. The Romanian market was estimated at about 200 million euros in 2012 with an average rate of growth in recent years of approximately 10 to 15% per year, as estimated by CGS ( Computer Generated Solutions )

Companies in the telecommunications, IT, banking and insurance field  are the largest retail customers for worldwide contact center platforms, and the same pattern can be found  in Romania.

“The economic  crisis between  2009 – 2010 did not result in changes in the structure of our business and the difficult period that  EU faced did not alter our relationship with the customers; the current recession that  we face , the difficulties found in  the euro area will once again stimulate the global outsourcing industry, due  to the imperatives of reducing costs and optimizing business processes, “said Vladimir Sterescu, Country Manager of American CGS largest outsourcing solution provider in Romania.

“Between 2013 – 2014 extensive outsourcing  market movements will be possible not only inside companies but also at country level ( countries that have an important position in the field of outsourcing).Romania has the chance , the human and technological potential to take advantage of the present business context .However, an aggressive approach in terms of sales and promotion is needed both in the profile of each company and through official channels through which local skills and industries can sustain their  interest in foreign markets, “said Vladimir Sterescu.