The Report Contains Outsourced Customer Care Services Market Size By Service Activity (CRM Technology Hosting, Fulfillment/Logistics, Customer Interaction), Competitive Analysis & Forecast To 2020 Industry Overview Global outsourced customer care services market size is forecast to exceed USD 84.5 billion by 2020, at 5% over next few years. Surging demand for interaction through non-voice channels is expected to be a key driving force for the global industry. Companies have traditionally been relying on Customer Relationship Management (CRM) for dealing with customers. Improving overall customer experience involves offering customized and personalized interaction, which is a continuous process. Asia Pacific outsourced customer care services market was valued USD 10 billion in 2013 and is likely to grow at 7% over the forecast period. Emergence of India and Philippines as preferred outsourcing destinations owing to the availability of cheap labor and fluency in English have played a pivotal role in regional demand growth. The focus on effective mobile customer care is steadily rising, with buyers looking for mobility services across different platforms. Growing cloud and host-based services, along with trends such as big data and social media are expected to intensify market competition over the next few years. Vendor selection is one of the key deciding factors for the success of an outsourced customer care services market. Companies conduct several checks to ensure that they are about to commence business process outsourcing with a trusted vendor. The increasing use of host-based and cloud-based services has made customer care services affordable and has enabled greater penetration into broader sets, particularly SMBs resulting in an increase in industry growth.North America outsourced customer care services market size, by service activity, 2012-2020 (USD million)Activity Overview Customer interaction market size was valued over USD 51 billion in 2014, and was the foremost service activity segment. It is accountable to observe substantial gains, with forecast of USD 68.5 billion by 2020. It comprise of communications across several different channels, such as telephone, e-mail, instant messaging, social media and SMS. Currently, process-centric service platform for multi-channel customer communications are being designed to enhance the quality of customer interaction which in turn drive the industry growth. CRM technology hosting was likely to achieve USD 7,500 million by 2020, at a CAGR of 11.7% from 2014 to 2020. It enhances customer satisfaction levels at reduced costs, as companies need not develop and maintain in-house capabilities, and employ the services of outsourcing specialists. This is expected to excite the industry growth over the next six years. Regional Overview North America outsourced customer care services market was valued over USD 32.5 billion in 2013, with gains estimated at over 4% during the forecast period. Developing infrastructure facilities and delivering dynamic customer care services has surge the growth in the region. Further, the region is expected to witness an increased demand for tech support services and CRM hosting services, which can be attributed to the tech savvy and sophisticated population. EMEA was likely to attain USD 16 billion by 2020, with gains estimated of over 4% from 2014 to 2020. Competitive Market Share The global outsourced customer care services market share is lead by a few major companies in 2013. The players are indulged into mergers & acquisitions activities in order to expand its workforce and operation across the globe. For instance, infosys announced an extension to its partnership with Microsoft Corp in 2015. As part of this collaboration, the Finacle suite of solutions will be available on Microsoft Azure. Other major companies include Accenture, Aegis, Amdocs, Expert Global Solutions, Convergys Corporation, Synnex Corporation, StarTek Inc and Transcom Worldwide among others.
Table of Contents Chapter 1 Executive Summary Chapter 2 Outsourced Customer Care Services Industry Overview 2.1 Market segmentation 2.2 Market Size and growth prospects, 2012 - 2020 2.3 Outsourced Customer Care Services – Value Chain Analysis 2.4 Outsourced Customer Care Services – Market Dynamics 2.5 Key opportunities - Prioritized 2.6 Industry Analysis – Porter’s 2.7 Outsourced Customer Care Services – Key Company Analysis 2.8 Outsourced Customer Care Services – PESTEL Analysis Chapter 3 Outsourced Customer Care Service Activity Overview 3.1 Outsourced customer service market share by activity, 2013 & 2020 3.2 Customer Interaction 3.2.1 Customer Service 3.2.2 Sales 3.2.3 Marketing 3.2.4 Technical Support/Help Desk 3.3 Fulfillment/Logistics 3.4 CRM Technology Hosting Chapter 4 Outsourced Customer Care Service Regional Overview 4.1 Outsourced customer care services market share by region, 2013 & 2020 4.2 North America 4.2.1 North America market by activity, 2012 – 2020 220.127.116.11 North America outsourced customer interaction service market by activity, 2012 – 2020 4.3 EMEA 4.3.1 EMEA market by activity, 2012 – 2020 18.104.22.168 EMEA outsourced customer interaction service market by activity, 2012 – 2020 4.4 Asia Pacific 4.4.1 Asia Pacific market by activity, 2012 – 2020 22.214.171.124 Asia Pacific outsourced customer interaction service market by activity, 2012 – 2020 4.5 South America 4.5.1 South America market by activity, 2012 – 2020 126.96.36.199 South America outsourced customer interaction service market by activity, 2012 – 2020 Chapter 5 Competitive Landscape 5.1 Accenture 5.1.1 Company Overview 5.1.2 Financial Performance 5.1.3 Product Benchmarking 5.1.4 Strategic Initiatives 5.2 Aegis 5.2.1 Company Overview 5.2.2 Financial Performance 5.2.3 Product Benchmarking 5.2.4 Strategic Initiative 5.3 Alorica 5.3.1 Company Overview 5.3.2 Financial Performance 5.3.3 Product Benchmarking 5.3.4 Strategic Initiatives 5.4 Amdocs 5.4.1 Company Overview 5.4.2 Financial Performance 5.4.3 Product Benchmarking 5.4.4 Strategic Initiatives 5.5 Convergys Corporation 5.5.1 Company Overview 5.5.2 Financial Performance 5.5.3 Product Benchmarking 5.5.4 Strategic Initiatives 5.6 Expert Global Solutions (APAC Customer Services, Inc.) 5.6.1 Company Overview 5.6.2 Financial Performance 5.6.3 Product Benchmarking 5.6.4 Strategic Initiatives 5.7 Infosys 5.7.1 Company Overview 5.7.2 Financial Performance 5.7.3 Product Benchmarking 5.7.4 Strategic Initiatives 5.8 Sitel Worldwide Corporation 5.8.1 Company Overview 5.8.2 Financial Performance 5.8.3 Product Benchmarking 5.8.4 Strategic Initiatives 5.9 SPi Global 5.9.1 Company Overview 5.9.2 Financial Performance 5.9.3 Product Benchmarking 5.9.4 Strategic Initiatives 5.10 StarTek Inc. 5.10.1 Company Overview 5.10.2 Financial Performance 5.10.3 Product Benchmarking 5.10.4 Strategic Initiatives 5.11 Sykes Enterprises 5.11.1 Company Overview 5.11.2 Financial Performance 5.11.3 Product Benchmarking 5.12 Synnex Corporation 5.12.1 Company Overview 5.12.2 Financial Performance 5.12.3 Product Benchmarking 5.12.4 Strategic Initiatives 5.13 Teleperformance 5.13.1 Company Overview 5.13.2 Financial Performance 5.13.3 Product Benchmarking 5.13.4 Strategic Initiatives 5.14 TeleTech Holdings Inc. 5.14.1 Company Overview 5.14.2 Financial Performance 5.14.3 Product Benchmarking 5.14.4 Strategic Initiatives 5.15 Transcom Worldwide 5.15.1 Company Overview 5.15.2 Financial Performance 5.15.3 Product Benchmarking 5.15.4 Strategic Initiatives 5.16 West Corporation 5.16.1 Company Overview 5.16.2 Financial Performance 5.16.3 Product Benchmarking 5.16.4 Strategic Initiatives Chapter 6 Methodology and Scope 6.1 Research Methodology 6.2 Research Scope & Assumptions 6.3 List of Data Sources
List of Tables TABLE 1 Outsourced Customer Care Services – Industry Summary & Critical Success Factors (CSFs) TABLE 2 Global outsourced customer care services market revenue, 2012 - 2020 TABLE 3 Global outsourced customer care services market revenue by region, (USD Million), 2012 - 2020 TABLE 4 Global outsourced customer care services market revenue by service activity, (USD Million), 2012 - 2020 TABLE 5 Global customer interaction market revenue by service activity, (USD Million), 2012 - 2020 TABLE 6 Key company analysis TABLE 7 Global customer interaction market demand (USD Million), 2012 – 2020 TABLE 8 Global customer interaction demand by region (USD Million), 2012 - 2020 TABLE 9 Global customer service demand by region (USD Million), 2012 - 2020 TABLE 10 Global customer interaction sales demand by region (USD Million), 2012 - 2020 TABLE 11 Global customer interaction demand in marketing by region (USD Million), 2012 - 2020 TABLE 12 Global technical support demand by region (USD Million), 2012 - 2020 TABLE 13 Global fulfillment/logistics market demand (Revenue), 2012 – 2020 TABLE 14 Global fulfillment/logistics demand by region (USD Million), 2012 - 2020 TABLE 15 Global CRM technology hosting market demand (USD Million), 2012 – 2020 TABLE 16 Global CRM technology hosting demand by region (USD Million), 2012 - 2020 TABLE 17 North America market by activity (USD Million), 2012 – 2020 TABLE 18 North America customer interaction service market by activity (USD Million), 2012 – 2020 TABLE 19 EMEA market by activity (USD Million), 2012 – 2020 TABLE 20 EMEA customer interaction service market by activity (USD Million), 2012 – 2020 TABLE 21 Asia Pacific market by activity (USD Million), 2012 – 2020 TABLE 22 Asia Pacific customer interaction service market by activity (USD Million), 2012 – 2020 TABLE 23 South America market by activity (USD Million), 2012 – 2020 TABLE 24 South America customer interaction service market by activity (USD Million), 2012 – 2020
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