This IDC study presents the annual update to the five-year forecast for the worldwide and U.S. market for customer care services. The purpose of this document is to identify and quantify the impact of recent trends and events influencing the customer care services opportunity through year-end 2005 and their impact on the five-year forecast.
This document answers the following questions:
What are IDC's predictions and assumptions relating to market forces affecting the worldwide customer care services market, and what impact will they have on the market forecasts for the next five years? Which assumptions are of sufficient importance that a change in the assumption would result in a change in the market forecasts? What impact will developments in this industry have on the players in the market? How might the developments predicted in this market affect the revenue of the players?
"From the phenomenon of best-shoring to the fulfillment of customer expectations, transformational outsourcing is helping to ensure that opportunities continue to abound within the worldwide and U.S. customer care services marketplace," said Stephen Loynd, senior analyst of CRM and Customer Care research at IDC.
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