Worldwide Offshore-Based Horizontal BPO Services Forecast, 2020–2024
This IDC study presents forecasts of spending (customer expenditures) for the offshore-based horizontal BPO services market for 2020–2024 that includes HR, finance and accounting, procurement, and customer care by four importing regions (United States, Canada, EMEA, and Asia/Pacific). This study includes advice to providers of BPO services, an analysis of key market and industry trends by importing markets, 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, 2019–2023 (IDC #US44652619, November 2019)."As the impact of COVID-19 accelerates enterprise shift to using cloud platforms, advanced analytics and automaton, and new means of conducting business, BPO providers are being pressured to more rapidly adapt their business models," says David Tapper, program vice president, Outsourcing and Managed Cloud Services at IDC. "Key areas on which offshore BPO providers need to focus in order to adapt their businesses as required by customers involve expanding use of cloud platforms and partners, promoting hyper-automation, diversifying delivery centers, and implementing advanced analytics."
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