Worldwide and U.S. Outsourced Customer Care Services 2011–2015 Forecast

IDC
May 1, 2011
32 Pages - SKU: IDC6381892
Countries covered: Global



This IDC study provides IDC's forecast for the worldwide outsourced customer care services market for the 2010-2015 period. This study highlights key assumptions and drivers that are creating significant changes in this market. At a worldwide level, IDC expects that the outsourced customer care services market will grow at a five-year CAGR of 5.0%, reaching $66.2 billion in 2015. Key factors that are influencing this forecast range from customer need for new capabilities (e.g., social CRM, mobility, analytics) to new delivery models involving host-based services ranging from hosted contact center services to the shift to cloud-based delivery models involving a supply chain of services. Further, the competitive space is expanding to include a broad set of providers that involve the established players (e.g., Sitel, Teleperformance, TeleTech, Convergys), more host-centric providers (e.g., LiveOps, Arise Solutions), and telecommunications providers (e.g., AT&T, BT, Verizon) as well as SaaS providers that can offer a contact center platform for customer care providers to use as their delivery platform.

"Players in the customer care market space are facing a multitude of challenges that range from elevating their brands to reflect higher-value services and stiffer competition from a broader set of providers using a range of delivery models to an overarching shift in service delivery that involves the use of cloud-based models and the integration of the supply chain of services from IT to business processes," says David Tapper, VP, Outsourcing and Offshore Services at IDC. "Success for customer care providers will require that they provide solutions that involve higher-level analytics capabilities; pursue potential new markets involving new capabilities, such as machine to machine (M2M) and industries such as healthcare and energy; and centralize their delivery models using cloud-based services that are integrated into a 'digital services supply chain' that can enable more rapid provisioning of services with the ability to localize and personalize these services."




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