About the Technical Support Outsourcing Market Outsourcing and in-house models are the two ways through which businesses can obtain technical support. Products and services offered by most technical support organizations are mostly similar. However, quality differentiation helps outsourcing enterprises gain a competitive edge over others in securing lifetime customer relationships. IT companies are now increasingly shifting their focus from a cost reduction approach to customer-centric services. Typically, technical support service organizations are managed as cost centers. Earlier, providers focused on key success metrics, such as efficiency, productivity, and regulatory compliance, instead of customer satisfaction. However, providers now prefer a balanced scorecard of metrics that includes not only costs and compliance but also measurements to gauge customer satisfaction levels. Technavio's analysts forecast the global technical support outsourcing market to grow at a CAGR of 6.53% during the period 2016-2020. Covered in this report The report covers the present scenario and the growth prospects of the global technical support outsourcing market for 2016-2020. The market is divided into the following segments based on geography: • Americas • APAC • EMEA Technavio's report, Global Technical Support Outsourcing Market 2016-2020, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the Key vendors ?operating in this market. Key vendors • Hudson Software • Inforonics Global Services • Qcom Outsourcing • Wipro Other prominent vendors • Atos • Attivasoft • CGI Group • Ciber • CompuCom • CSC • Dell • Dynasis • Fujitsu • Genpact • Getronics • HCL Technologies • HP • IBM • iYogi • Kayako • Maintech • Northrop Grumman • Pomeroy • Stefanini • Support.com • TCS • TELUS International • T-Systems • Unisys • Xerox Market driver • Need to focus on core competencies and improve efficiency • For a full, detailed list, view our report Market challenge • Loss of control in customer service quality • For a full, detailed list, view our report Market trend • Growing popularity among SMEs • For a full, detailed list, view our report Key questions answered in this report • What will the market size be in 2020 and what will the growth rate be? • What are the key Market trends? • What is driving this market? • What are the challenges to market growth? • Who are the Key vendors in this market space? • What are the market opportunities and threats faced by the Key vendors ? • What are the strengths and weaknesses of the Key vendors ? You can request one free hour of our analyst's time when you purchase this market report. Details are provided within the report.
Table of Contents
PART 01: Executive summary • Highlights PART 02: Scope of the report • Market overview • Top-vendor offerings PART 03: Market research methodology • Research methodology • Economic indicators PART 04: Introduction • Key market highlights PART 05: Economic overview PART 06: Market landscape • Market overview • Market size and forecast • Five forces analysis PART 07: Market segmentation by service • Global technical support outsourcing market by service • Global technical support outsourcing market by call center technical support outsourcing • Global technical support outsourcing market by helpdesk support outsourcing PART 08: Geographical segmentation • Global technical support outsourcing market by geography • Americas • EMEA • APAC PART 09: Market drivers PART 10: Impact of drivers PART 11: Market challenges PART 12: Impact of drivers and challenges PART 13: Market trends PART 14: Vendor landscape • Major vendors • Other prominent vendors PART 15: Key vendor analysis • Hudson Software • Inforonics Global Services • Qcom Outsourcing • Wipro PART 16: Appendix • List of abbreviations PART 17: Explore Technavio ?
List of Exhibits Exhibit 01: Countries covered for market analysis Exhibit 02: Product offerings Exhibit 03: Global technical support outsourcing market Exhibit 04: Global technical support outsourcing market 2015-2020 ($ billions) Exhibit 05: Five forces analysis Exhibit 06: Global technical support outsourcing market by service 2015 Exhibit 07: Global technical support outsourcing market by service 2015-2020 Exhibit 08: Global technical support outsourcing market by call center technical support outsourcing 2015-2020 ($ billions) Exhibit 09: Segmentation of global helpdesk support outsourcing market by service Exhibit 10: Global technical support outsourcing market by helpdesk support outsourcing 2015-2020 ($ billions) Exhibit 11: Global technical support outsourcing market by geography 2015 Exhibit 12: Impact of drivers Exhibit 13: Impact of drivers and challenges Exhibit 14: Other prominent vendors Exhibit 15: Hudson Software: Service offerings Exhibit 16: Inforonics Global Services: Service offerings Exhibit 17: Inforonics Global Services: Service offerings Exhibit 18: Qcom Outsourcing: Service offerings
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