Capitalizing on Opportunities in the Global Contact Center Outsourcing Market with Digital Transformation, 2018 to 2020

Capitalizing on Opportunities in the Global Contact Center Outsourcing Market with Digital Transformation, 2018 to 2020

Delivering best in class customer experience through digital solutions is key for success in the BPO industry across industries and regions. The ability to provide an omnichannel experience, efficiencies through artificial intelligence, personalized marketing and customized solutions are critical success factors. Chatbots and videoconferencing features are increasingly sought after, and incorporating unified communications is a valuable differentiator. Price continues to play a top factor in decision making. This study provides contact center outsourcers with important benchmarks across verticals, and supports their digital transformation journey. The study covers trends impacting the contact center BPO market, strategic imperatives for contact center BPO providers, end user priorities for customer engagement, outsourcer investment trends, case studies of successful digital transformation implementations, growth opportunities in 2019 and beyond, analyst commentary and perspectives, and the 2018 top predictions for the BPO Industry.

Features and solutions covered include big data analytics, chat and chat Bot (Interactive Text Response), customer journey analytics, email, guided resolution/next best action, IVR, IoT, live agent voice, messaging bot, mobile customer care, proactive outbound, performance management, quality monitoring, real time speech analytics, social media analytics, speech analytics, unified agent desktop, video, web collaboration tools, workforce management, and eLearning.

  • Trends Impacting the Contact Center BPO Market
  • A Framework for Digital Transformation
    • Frost & Sullivan Digital Transformation Framework
    • Digital Transformation Framework—Digital Ecosystem
    • Digital Transformation Framework—Business Functions
    • Digital Transformation Framework—Business Models
  • End User Priorities for Customer Engagement
    • Research Objectives and Methods
    • Survey Methodology
    • End User Priorities for Customer Engagement, Global, 2017
    • Importance of Digital Transformation Investments
    • Contact Centers and Applications Usage
    • Outsourcers Need to Improve their KPIs with Digital Transformation Solutions
      • Table End User Priorities for Customer Engagement: Contact Center Metrics, Global, 2017
    • Channel Integration Plans
    • Social Media Strategy Goals
    • Mobile Device Capabilities for Customer Care
  • Outsourcer Investment Trends
    • Top Factors Influencing Outsourcer Selection
    • Customer Care Functions Moved to Outsourcers
    • Top Drivers for IT Investment Over Next 2 Years
    • Technologies that Have the Most Impact on Revenue Growth
    • Technologies to Impact Cost Reduction Efforts
    • Plans for Investment Over Next Two Years by Sector
    • Expectations for Outsourcers to Deliver an Omnichannel Experience by Region
    • Expectations for Outsourcers to Deliver an Omnichannel Experience by Industry
    • Portion of Seats Moved to Outsourcers over the Next Two Years by Industry
    • Locations of Outsourcers
    • Number of Outsourcers
    • Factors Preventing the Use of Outsourcers
    • Importance of Digital Transformation Investments
  • Case Studies—Examples of Successful Digital Transformation Implementations
    • Avaya Oceana™ Delivers a Wave of Efficiencies—Phased Approach Assures a Smooth Digital Transformation
    • Teleperformance's Solution for Delivering an Exceptional Customer Experience
    • Genesys Delivers Omni-channel Experience
  • Growth Opportunities in 2019 and Beyond
    • Key Digital Growth Opportunities in the Contact Center BPO Industry
    • Growth Opportunity 1—Omnichannel Customer Experience
    • Growth Opportunity 2—Customer Experience Analytics
    • Growth Opportunity 3—Social Media Monitoring
    • Growth Opportunity 4—Social Customer Engagement
    • Growth Opportunity 5—Live Chat
    • Growth Opportunity 6—Messaging Platforms in Customer Service
    • Growth Opportunity 7—The IoT: Supporting Immersive Experiences
    • Growth Opportunity 8—Artificial Intelligence (AI)
    • Growth Opportunity 9—Virtual Agent/Advisor
    • Growth Opportunity 10—Gamifying the Customer Experience
    • Growth Opportunity 11—WebRTC (Real Time Communications) Applications
    • Growth Opportunity 12—Hosted/Cloud Contact Centers
    • Growth Opportunity 13—Work at Home Solutions
    • Growth Opportunity 14—Industry Focus: Healthcare
    • Strategic Imperatives for Contact Center BPO Providers
  • Analyst Commentary and Perspectives
  • 2018 Top Predictions for the BPO Industry
    • Top Predictions for the Global BPO Industry
  • Appendix
    • Industry Definitions

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