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This IDC study examines the ever-evolving customer management business process outsourcing (BPO) market and competitive landscape. This year's document profiles 32 customer management BPO providers that are solid examples of leadership and innovation, contextualizing them against key developments in the space. In the process, it answers questions such as:
Who are the customer care BPO services market leaders, innovators, and possible up-and-coming players in the space?
What are some of the trends affecting the market?
What market segments are likely to offer the greatest opportunity for services firms in the near future?
What strategic moves might service providers consider in light of current trends?
How might developments predicted in this study affect the revenue of customer care providers?
"This year's theme is all about how competitive this realm of BPO has become. Players from the United States, Europe, and South Asia are vying for an edge on what has become a rough-and-tumble, global playing field." ? Stephen Loynd, program manager, Contact Center Services program
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