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 for share in this market are increasingly employing vertical-specific strategies. In this study, IDC analyzes each of the 17 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 detail to the forecast and analysis published in Worldwide and U.S. Customer Care BPO Services 2006Â-2010 Forecast and Analysis.

"The U.S. customer care and services market will see strong growth in the next five years," said Jony Moe, research analyst in the Vertical Markets group at IDC. "Vendors should focus on the verticals with the biggest opportunities, such as communications and media and discrete manufacturing, but also pay attention to the smaller markets that are experiencing high growth, such as the government and utility industries."