This IDC study examines the U.S. customer care and BPO services market with a focus on identifying vertical market opportunities. The U.S. customer care services market is a quickly growing market characterized by a high degree of fragmentation. Vendors competing in this market for market share are increasingly employing vertical specific strategies. In this study, IDC analyzes each of 16 vertical markets, providing market size and growth over the five-year forecast period, a discussion of current trends, and an indication of which trends will drive customer care services adoption in the future. This document adds additional detail to the forecast and analysis published in Worldwide and U.S. Customer Care and BPO Services 2005?2009 Forecast and Analysis.

"The U.S. customer care and BPO services market will grow quickly during the forecast period, with vendors struggling to differentiate and gain market share," said Jason Spaulding, research analyst in the Vertical Market Group at IDC. "Vendors must respond by understanding the growth opportunities within individual verticals and designing solutions that target specific trends. The winning customer care services firms during the forecast period will be able to show clear, vertical-specific solutions."