Market Research Logo

Global CRM Outsourcing Market 2015-2019

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.

Key Vendors

  • Accenture
  • Capgemini
  • Genpact
  • IBM
  • Tata Consultancy Services
Other Prominent Vendors
  • 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
Market Driver
  • Cost-effective Operations
  • For a full, detailed list, view our report
Market Challenge
  • Attrition
  • For a full, detailed list, view our report
Market Trend
  • Cloud-based CRM
  • For a full, detailed list, view our report
Key Questions Answered in this Report
  • What will the market size be in 2018 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?




Press Release

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.

Companies Mentioned

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

  • Executive Summary
  • List of Abbreviations
  • Scope of the Report
    • Market Overview
    • Product Offerings
  • Market Research Methodology
    • Market Research Process
    • Research Methodology
      • Table Market Research Methodology
  • Introduction
  • Market Landscape
    • Market Overview
      • CRM Outsourcing Value Chain
        • Table CRM Outsourcing Value Chain
    • Market Size and Forecast
      • Table Global CRM Outsourcing Market 2014-2019 ($ billions)
    • Five Forces Analysis
  • Market Segmentation by End-users
    • Global CRM Outsourcing Market by End-users 2014
      • Table Global CRM Outsourcing Market by End-users 2014
  • Geographical Segmentation
    • Global CRM BPO Market by Geographical Segmentation 2014
      • Table Global CRM Outsourcing Market by Geographical Segmentation 2014
  • Buying Criteria
  • Market Growth Drivers
  • Drivers and their Impact
  • Market Challenges
  • Impact of Drivers and Challenges
  • Market Trends
  • Trends and their Impact
  • Vendor Landscape
    • Competitive Scenario
    • Market Share Analysis 2013
    • Other Prominent Vendors
      • Cognizant
      • Convergys
      • HP
      • Infosys
      • NCO Financial Systems
      • Sitel
      • Teleperformance
      • Wipro
      • Xerox
  • Key Vendor Analysis
    • Accenture
      • Key Facts
      • Business Overview
      • Business Segmentation by Revenue 2013
        • Table Accenture: Business Segmentation by Revenue 2013
      • Business Segmentation by Revenue 2012 and 2013
        • Table Accenture: Business Segmentation by Revenue 2012 and 2013 ($ millions)
      • Geographical Segmentation by Revenue 2013
        • Table Accenture: Geographical Segmentation by Revenue 2013
      • Business Strategy
      • Key Information
      • SWOT Analysis
    • Capgemini
      • Key Facts
      • Business Overview
      • Business Segmentation by Revenue 2013
        • Table Capgemini: Business Segmentation by Revenue 2013
      • Business Segmentation by Revenue 2012 and 2013
        • Table Capgemini: Business Segmentation by Revenue 2012 and 2013 ($ millions)
      • Geographical Segmentation by Revenue 2013
        • Table Capgemini: Geographical Segmentation by Revenue 2013
      • Business Strategy
      • Key Developments
      • SWOT Analysis
    • Genpact
      • Key Facts
      • Business Overview
      • Services Segmentation by Revenue
        • Table Services Segmentation of Genpact by Revenue 2013
        • Table Services Segmentation of Genpact by Revenue 2012 and 2013 ($ millions)
      • Geographical Segmentation by Revenue
        • Table Geographical Segmentation of Genpact by Revenue 2013
      • Business Strategy
      • Recent Developments
      • SWOT Analysis
    • IBM
      • Key Facts
      • Business Description
      • Business Segmentation
        • Table IBM: Business Segmentation
      • Revenue Segmentation by Business Segment
        • Table IBM: Revenue Segmentation by Business 2013
      • Revenue Segmentation by Business Operation
        • Table IBM: Revenue Segmentation 2013
      • Revenue Comparison of Business Segments 2012 and 2013
        • Table IBM: Revenue Comparison of Business Segments 2012 and 2013 ($ millions)
      • Revenue Segmentation by Geography
        • Table IBM: Revenue Segmentation by Geography 2013
      • Business Strategy
      • Key Developments
      • SWOT Analysis
    • TCS
      • Key Facts
      • Business Overview
      • Business Segmentation by Revenue 2013
        • Table TCS: Business Segmentation by Revenue 2013
      • Business Segmentation by Revenue 2012 and 2013
        • Table TCS: Business Segmentation by Revenue 2012 and 2013 ($ billions)
      • Geographical Segmentation by Revenue 2013
        • Table TCS: Geographical Segmentation by Revenue 2013
      • Business Strategy
      • Recent developments
      • SWOT Analysis
  • Other Reports in this Series

Download our eBook: How to Succeed Using Market Research

Learn how to effectively navigate the market research process to help guide your organization on the journey to success.

Download eBook

Share this report