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Worldwide Offshore-Based Horizontal BPO Services Forecast, 2017–2021

Worldwide Offshore-Based Horizontal BPO Services Forecast, 2017–2021

This IDC study presents forecasts of spending (customer expenditures) for the offshore-based horizontal BPO services market for 2017–2021 that includes HR, finance and accounting, procurement, and customer care by four importing regions (United States, Canada, EMEA, APAC). This study includes advice to providers of BPO services, an analysis of key market and industry trends by the importing market, key market drivers and inhibitors, significant market developments, and highlights of key changes from the prior forecast. This study also updates the previous forecast published in Worldwide Offshore-Based Horizontal BPO Services Forecast, 2016–2020 (IDC #US40787516, November 2016)."The offshore BPO services market is facing increasing challenges driven by geopolitical instability, customer shift to new service models (e.g., cloud), and increasing pressure to automate labor processes, all of which will require making fundamental changes to their businesses," says David Tapper, vice president, Outsourcing and Managed Cloud Services at IDC. "Key areas of focus that will enable offshore BPO providers to maintain a competitive edge must include offering more business advisory services, developing comprehensive AI strategy and investments, investing in local talent, going beyond the basics for analytics, and developing strategic KPIs to benchmark against disruptive models."


IDC Market Forecast Figure
Executive Summary
Advice for Service Providers
Market Forecast
Worldwide Offshore-Based Horizontal BPO Services Spending Forecast
Forecasts by Importing Regions
U.S. Offshore-Based Horizontal BPO Services Spending Forecast
Import Tariffs and Labor Restrictions
Analytics
Blockchain
Automation
Business Process as a Service
Canada Offshore-Based Horizontal BPO Services Spending Forecast
EMEA Offshore-Based Horizontal BPO Services Spending Forecast
APAC Offshore-Based Horizontal BPO Services Spending Forecast
Market Context
Drivers and Inhibitors
Drivers
Optimizing Financial Management
Supporting Critical Business Needs
Inhibitors
Security
Quality of Service
Substitution
Significant Market Developments
Blockchain
Platforms
Automation
Productivity Trends
Changes from Prior Forecast
Market Definition
What Is Not Covered
Local Players
Captive and Channel Customer Expenditures
Offshore R&D/Engineering Services or IT Service Activities
Offshore Versus Nearshore
Offshore Versus Outsourcing
Offshore Player Versus Local Player Market
Total Offshore Market
A Note on Cloud
A Note on the Term "Managed Services"
Methodology
Related Research

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