|
|
Home > Computers and Information Technology > IT Administration & Services > Outsourcing
Indian Contact Center Outsourcing: Surviving the Shakeout
|
| Published Date:
July 2003
Published By:
Datamonitor
Page Count:
46
Order Code:
R313-5862
|
|
|
|
Introduction
Newcomers to the Indian outsourcing market are utilizing aggressive strategies, such as significantly discounting services, to grab a piece of the $400 million market, resulting in shrinking margins and questions as to who will survive the inevitable shakeout. This report examines the Indian outsourcing market, focusing particularly on the competitive dynamics of this dynamic marketplace.
Scope
Forecasts for the Indian outsourced contact center market, given by call centers and agent positions.
Key data segmentation and analysis of activity outsourced to India by business function, communication media and vertical market.
Competitive analysis of key Indian outsourcing players, including profiles of leading Indian outsourcers, such as Wipro, Infosys and GTL/Global.
Actionable recommendations for both outsourcers and technology vendors pitching to outsourcers.
Report Highlights
Datamonitor expects customer service, helpdesk, collections and sales activity to significantly outpace the growth of back office processing activity for the next two to three years.
Datamonitor believes that in two to three years there will be a second Indian outsourcing market shakeout, driven by consulting companies exiting the contact center outsourcing market, by either spinning off their contact center operations or by turning over management of their customer care offering to other third-party outsourcers.
Contact center infrastructure technology vendors should pitch advanced call routing and workforce optimization technologies to offshore Indian outsourcers.
Reasons to Purchase
Local Indian outsourcers can learn how to best compete against onshore outsourcers.
Contact center technology vendors can develop successful marketing programs through identification of high-demand technologies for Indian outsourcers.
Outsourcers can develop successful vertical strategies through the segmentation of outsourcing demand by vertical.
|
Similar Products
• Global Testing Services: Coming of Age
Published Oct 2008 by IDC
• Nordic IT Investment Guide 2008: Sourcing Strategies
Published Oct 2008 by IDC
• India SMB IT Investment Trends: Services
Published Oct 2008 by IDC
• India SMB IT Investment Trends: Software and Services
Published Oct 2008 by IDC
• Latin America IT Infrastructure Outsourcing Services Markets
Published Sep 2008 by Frost & Sullivan
• Zooming Out to Capture the Broader Application Outsourcing Opportunity: 2007 Integrated and Discrete Views
Published Sep 2008 by IDC
• Outsourcing Satisfaction 2008: An Update on the Pulse of the Market
Published Sep 2008 by IDC
• The 2009-2014 World Outlook for Information Technology (IT) Outsourcing Services
Published Sep 2008 by Icon Group International, Inc.
• Worldwide and U.S. IS Outsourcing Services 2007 Vendor Shares: Top 10 Worldwide and U.S. IS Outsourcers
Published Sep 2008 by IDC
• Global PO Supplier Landscape
Published Sep 2008 by Everest Research Institute
|
|
|
|
0 items
