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This IDC study provides worldwide and U.S. forecasts for seven horizontal BPO markets. Additionally, this forecast provides an in-depth analysis of the U.S. BPO market and market forces that are having significant impact on growth for business process outsourcers. This document also analyzes the impact of these trends and provides recommendations on how best to compete in the United States.
The document answers the following questions:
Which types of offerings and capabilities should BPO players bring to market to optimize opportunities and differentiate market position?
What are key investments BPO providers need to make in order to compete successfully?
What are key industry trends in the BPO market, and how should providers respond?
How is the competitor landscape evolving and how should providers respond?
"Increased sophistication of customers, nascent interest by the midmarket, a more crowded competitor landscape, expanded use of global sourcing, and introduction of innovative service capabilities (e.g., hosting) are creating a much more dynamic market that requires players to expand their capabilities and bring higher value to clients," said David Tapper, director of Outsourcing, Utility, and Offshore Services research at IDC. "Success will depend on how well players leverage the breadth of capabilities required to bring business value to customers while ensuring that they are aligning with some dramatic shifts in the market as driven by dynamic changes in technologies, service delivery models, and rising customer expectations."
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