Abstract
This IDC study examines the ever-evolving contact center services market and competitive landscape. This year' s document profiles 36 BPO providers that are solid examples of leadership and innovation, placing them against key developments in the space and locating a select group of them within IDC' s Leadership Grid. In the process, it addresses issues such as:
- How is today' s business environment influencing some of the trends in the contact center space?
- Who are the customer care BPO services market leaders, innovators, and possible up-and-coming players?
- What strategic moves are some of the best service providers making in light of changing times?
"In 2008, it is important to examine a wide range of contact center players across the globe so as to appreciate just how competitive this space has become. Moreover, with the onslaught of grim economic news and a generally unstable business environment, these are tenuous times. This competitive landscape study looks at 36 of the top players finding their way in a new world of outsourced customer care." - Stephen Loynd, program manager, Contact Center Services program
Table of Contents
- Table of Contents
- IDC Opinion
- In This Study
- Methodology
- Executive Summary
- Situation Overview
- Introduction
- Market Strategies
- The Sinking Dollar
- The Future of Captive Centers
- India Rising?
- Homeshoring in the United States and the Cost of Living
- Future Outlook
- Vendor Profiles: IDC' s Top 5
- (in Alphabetical Order)
- Convergys
- Analyst Comments
- Overview
- Revenue Breakdown
- Figure: Convergys Revenue, 2004-2007
- Customer Management Revenue
- Figure: Convergys Customer Management Revenue, 2006 and 2007
- Business Segments
- Customer Management
- Customer Service Solutions
- Offshore Solutions
- Business Process Outsourcing
- Customer Retention Solutions
- Direct Response Solutions
- Technical Support Solutions
- B2B Sales and Marketing Solutions
- Consumer Sales and Marketing Solutions
- Back-Office Solutions
- Finance and Accounting Solutions
- Information Management
- Services
- Managed Operations
- Revenue Reporting
- HR Management
- Customer Management
- Industries Served
- Highlights
- Sitel
- Analyst Comments
- Overview
- Revenue Breakdown
- Figure: Sitel Revenue After Merger with ClientLogic, 2006 and 2007
- Solutions
- Industries Served
- Highlights
- Teleperformance Group
- Analyst Comments
- Overview
- Revenue Breakdown
- Contribution by Region 2007
- Figure: Teleperformance Group Revenue Share by Region, 2007
- Revenue by Services
- Solutions
- Customer Care and Support
- Acquisition Services
- Back-Office Processing
- Upsell/Cross-Sell
- Fulfillment
- Industries Served
- Figure: Teleperformance Group Revenue Share by Industry, 2007
- Solutions Breakdown
- Figure: Teleperformance Group Revenue by Solution, 2007
- Highlights
- TeleTech
- Analyst Comments
- Overview
- Revenue Breakdown
- Figure: TeleTech Revenue, 2004-2006
- Solutions
- Outsourcing Services
- Professional Services
- TeleTech OnDemand
- Industries Served
- Highlights
- West
- Analyst Comments
- Overview
- Revenue Breakdown
- Figure: West Revenue, 2004-2007
- Communications Services Revenue
- Figure: West Communications Services Revenue, 2005-2007
- Conferencing (InterCall Subsidiary) Revenue
- Receivables Management Revenue
- Solutions
- Communications Services
- Conferencing Services
- Receivables Management Services
- Industries Served
- Highlights
- Vendor Profiles: The Rest of the Best
- (in Alphabetical Order)
- Accenture
- Overview
- Revenue Breakdown
- Solutions
- Outsourcing Portfolio
- Accenture' s BPO Offerings Include Industry-Specific and Cross-Industry Solutions
- Industry-Specific and Custom BPO Services
- Accenture Customer Contact BPO Services
- Accenture Customer Contact BPO Services - Case Study Examples
- Increased Customer Retention for a Telecommunications Client
- Increased Call Efficiency and Effectiveness for a U.S. Telecommunications Client
- Increased Customer Satisfaction for an Internet Service Provider
- Highlights
- Aditya Birla Minacs
- Overview
- Revenue Breakdown
- Figure: Aditya Birla Minacs Revenue, 2006 and 2007
- Solutions
- Industries Served
- Highlights
- Affiliated Computer Services
- Overview
- Revenue Breakdown
- Solutions
- Industries Served
- Highlights
- APAC Customer Services
- Overview
- Revenue Breakdown
- Figure: APAC Revenue, 2004-2007
- Solutions ("Core Practices")
- Industries Served
- Highlights
- Atento (Grupo Atento)
- Overview
- Revenue Breakdown
- Figure: Atento Revenue, 2004-2007
- Figure: Atento Revenue Share by Geography, 2007
- Solutions
- Industries Served
- Highlights
- Capgemini
- Overview
- Revenue Breakdown
- Solutions
- CC&I Industry-Specific Focus
- Current CC&I Delivery Footprint
- Global BPO Strategy
- Highlights
- Capita
- Overview
- Revenue Breakdown
- Figure: Capita Revenue, 2004-2007
- Solutions
- Capita' s Service Offerings
- Industries Served
- Highlights
- CSC
- Overview
- Revenue Breakdown
- Solutions
- "High Performance" Contact Center
- Customer Intelligence
- Enterprise CRM Strategy Solutions
- Marketing and Sales Solutions
- Industries Served
- Dimension Data
- Overview
- Revenue Breakdown
- Solutions
- Industries Served
- Highlights
- EDS
- Overview
- Revenue Breakdown
- 2006 CRM Revenue by Geographic Region
- Figure: EDS Revenue Share by Region, 2006
- Solutions
- BPO Services
- BPO Service Lines
- CRM Services
- Highlights
- Firstsource Solutions
- Overview
- Revenue Breakdown
- Figure: Firstsource Revenue, 2005-2007
- Solutions
- Industries Served
- Highlights
- Genpact
- Overview
- Revenue Breakdown
- Figure: Genpact Revenue, 2006 and 2007
- Solutions
- Industries Served
- Highlights
- HCL BPO
- Overview
- Revenue Breakdown
- Figure: HCL BPO Revenue, 2006 and 2007
- Solutions
- Industries Served
- Process Mix
- Client Profile
- Figure: HCL BPO Client Profile
- Highlights
- HTMT Global Solutions
- Overview
- Revenue Breakdown
- Solutions
- Industries Served
- Highlights
- IBM CRM BTO
- Overview
- Revenue Breakdown
- Solutions
- Industries Served
- Highlights
- ICT Group
- Overview
- Revenue Breakdown
- Figure: ICT Group Revenue, 2004-2007
- Solutions
- Industries Served
- Highlights
- Infosys BPO
- Overview
- Revenue Breakdown
- Figure: Infosys BPO Revenue, 2005-2008
- Solutions
- Industries Served
- Highlights
- NCO Group
- Overview
- Revenue Breakdown
- Figure: NCO Group Revenue, 2004-2007
- Solutions
- Industries Served
- Highlights
- PeopleSupport
- Overview
- Revenue Breakdown
- Figure: PeopleSupport Revenue, 2005-2007
- Solutions
- Industries Served
- Highlights
- Resolve Corp.
- Overview
- Revenue Breakdown
- Figure: Resolve Revenue, 2006 and 2007
- Solutions
- Industries Served
- Highlights
- StarTek
- Overview
- Revenue Breakdown
- Figure: StarTek Revenue, 2004-2007
- Solutions
- Industries Served
- Highlights
- Stream
- Overview
- Revenue Breakdown
- Figure: Stream Revenue, 2004-2007
- Solutions
- Industries Served
- Figure: Stream Revenue Share by Industry, 2006
- Highlights
- Sutherland Global Services
- Overview
- Revenue Breakdown
- Solutions
- Industries Served
- Highlights
- Sykes
- Overview
- Revenue Breakdown
- Figure: Sykes Revenue, 2004-2007
- Solutions
- Industries Served
- Highlights
- Telvista
- Overview
- Revenue Breakdown
- Solutions
- Industries Served
- Transcom Worldwide
- Overview
- Revenue Breakdown
- Figure: Transcom Revenue, 2004-2007
- Solutions
- Industries Served
- Highlights
- vCustomer
- Overview
- Revenue Breakdown
- Solutions
- Industries Served
- Highlights
- Vertex
- Overview
- Revenue Breakdown
- Figure: Vertex Revenue, 2004-2007
- Solutions
- Industries Served
- Highlights
- Wipro BPO
- Overview
- Revenue Breakdown
- Figure: Wipro BPO Revenue, 2006 and 2007
- Solutions
- Industries Served
- Highlights
- WNS Global Services
- Overview
- Revenue Breakdown
- Figure: WNS Global Services Revenue, 2006 and 2007
- Solutions
- Industries Served
- Highlights
- 24/7 Customer
- Overview
- Revenue Breakdown
- Figure: 24/7 Customer Revenue, 2005-2007
- Solutions
- Industries Served
- Highlights
- What Will Happen
- IDC' s Leadership Grid: And Then There Were 22
- Approach to Positioning
- Inclusion in IDC' s Leadership Grid
- Figure: IDC Leadership Grid: Contact Center Services Market
- Definition of IDC Leadership Grid Parameters
- Opportunity Alignment: X-Axis
- Ability to Gain Share: Y-Axis
- Approach to Positioning
- Essential Guidance
- Actions to Consider
- Learn More
- Related Research
- Synopsis
