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This IDC study presents our latest five-year forecast for the worldwide market for outsourced technical support and help desk services. The purpose of this document is to identify and quantify the effects of recent trends and events influencing the support services opportunity through 2005 and their impact on the five-year forecast. Particular attention is paid to the near-term years (i.e., 2005 and 2006). The document answers the following questions:
What are IDC's predictions and assumptions related to market forces affecting the technical support and help desk services market, and what effect will they have on the market forecasts? Which assumptions are of sufficient importance that a change in the assumption would result in a change in the market forecasts? What effects will developments in this market have on the players in the market? How might the development predicted in this market affect the revenue of the players?
"Many opportunities exist within the technical support and help desk services marketplace. Being attuned to cost containment, ROI, and business process optimization, however, must be your mantra if you plan to gain share and thrive," said Brian J. Bingham, director for CRM and Customer Care BPO research at IDC.
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