Global CRM Outsourcing Market 2015-2019
About CRM Outsourcing
Customer relationship management (CRM) has become one of the most influential factors in building brand loyalty and strengthening of brand image. Call center interaction in CRM is often cited in defining customer service; however, there are many facets of CRM outsourcing that have evolved with rising customer needs and expectations. With the growing digitization in the CRM industry, service providers are innovating on their service offerings to expand their portfolio beyond call centers. These offerings include modern communication, multi-channel engagement of customers, self-service, and analytics solutions.
Technavio's analysts forecast the global CRM outsourcing market to grow at a CAGR of 5.75% over the period 2014-2019.
Covered in this Report
The global CRM outsourcing market is segmented on the basis of services end-users.
Technavio's report, Global CRM Outsourcing Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. It covers the market landscape and its growth prospects in the coming years. The report also includes a discussion on the key vendors operating in this market.
Technavio Announces the Publication of its Research Report – Global CRM Outsourcing Market 2015-2019
Technavio recognizes the following companies as the key players in the global CRM outsourcing market: Accenture, Capgemini, Genpact, IBM and Tata Consultancy Services
Other Prominent Vendors in the market are: 3i infotech, Aditya Birla Minacs, Aegis, Cognizant, Convergys, EXL, Firstsource, HCL, Hinduja Global Solutions, HP, Infosys, Intelenet, NCO Financial, Sitel, Teleperformance, Teletech, West, Wipro, WNS and Xerox
Commenting on the report, an analyst from Technavio’s team said: “The emergence of social CRM is a rising trend in the market. Many clients are adopting this technology due to its instant access to required applications and other associated advantages, such as cost reduction, reliability, scalability, and agility.”
According to the report, the cost-effectiveness of outsourcing capital and labor-intensive operations is one of the major factors driving the growth of the market. More companies are outsourcing the back-office functions that require more infrastructure, capital investments, and HR training to reduce their cost of operations.
Further, the report states that rising attrition rates are impacting the market negatively.
Accenture, Capgemini, Genpact, IBM, Tata Consultancy Services, 3i infotech, Aditya Birla Minacs, Aegis, Cognizant, Convergys, EXL, Firstsource, HCL, Hinduja Global Solutions, HP, Infosys, Intelenet, NCO Financial, Sitel, Teleperformance, Teletech, West, Wipro, WNS, Xerox
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