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Worldwide Customer Care BPO 2004 Vendor Profiles: A Competitive AnalysisProduct Type: Market Research ReportPublished by: IDC Published: July 2004 Product Code: R104-16410 Description This document is about Worldwide Customer Care BPO 2004 Vendor Profiles: A Competitive AnalysisTable of Contents
Table of ContentsIDC Opinion In This Study Executive Summary CRM Competitive Analysis Situation Overview Introduction Competitive Dynamics of the Marketplace Dynamics Impacting the Customer Care Space Trends in Summary Key Buyer Trends Key Vendor Trends Future Outlook Vendor Profiles Accenture Company Overview Table: Accenture at a Glance, 2004 Service Offerings Business Consulting Technology Outsourcing Key Facts About the Company BPO Practice Overview Accenture Business Services for Utilities Fast Facts Representative Case Study Competitive Positioning Recent Developments APAC Customer Services Company Overview Service Offerings Table: APAC Customer Services at a Glance, 2004 Key Facts About the Company BPO Practice Overview Representative Case Study Recent Developments Arvato AG Company Overview Table: Arvato AG at a Glance, 2004 Service Offerings Key Facts About the Company BPO Practice Overview Representative Case Study Competitive Positioning Strategic Partners Recent Developments Atento (Grupo Atento) Company Overview Table: Atento at a Glance, 2004 Service Offerings Key Facts About the Company Competitive Positioning Recent Developments Company Overview Table: ClientLogic at a Glance, 2004 Service Offerings Key Facts About the Company BPO Practice Overview Representative Case Study Strategic Partners Sales and Delivery Partners Application Development Partners HR Partners Recent Developments Convergys Company Overview Table: Convergys at a Glance, 2004 Service Offerings CRM Outsourcing Services Additional Services Key Facts About the Company BPO Practice Overview Representative Case Study Strategic Partners Recent Developments Electronic Data Systems Company Overview Table: EDS at a Glance, 2004 Service Offerings CRM Practice Overview Key Facts About the Company BPO Practice Overview BPO Services Representative Case Study Competitive Positioning Strategic Partners Recent Developments Harte-Hanks Company Overview Table: Harte-Hanks at a Glance, 2004 Service Offerings CRM Practice Overview Key Facts About the Company BPO Practice Overview Representative Case Study Competitive Positioning Strategic Partners ICT Group Company Overview Table: ICT Group at a Glance, 2004 Service Offerings Key Facts About the Company BPO Practice Overview Representative Case Study Competitive Positioning Strategic Partners Recent Developments Minacs Worldwide Company Overview Table: Minacs at a Glance, 2004 Service Offerings Key Facts About the Company BPO Practice Overview Representative Case Study Competitive Positioning Strategic Partners Recent Developments NCO Group Company Overview Table: NCO at a Glance, 2004 Service Offerings CRM Services ARM Services F&A Services Additional Services Key Facts About the Company Strategic Partners Recent Developments Precision Response Corporation Company Overview Service Offerings Table: PRC at a Glance, 2004 Key Facts About the Company Recent Developments SITEL Company Overview Table: SITEL at a Glance, 2004 Service Offerings Key Facts About the Company BPO Practice Overview Competitive Positioning Strategic Partners Recent Developments SNT Group Company Overview Table: SNT Group at a Glance, 2004 Service Offerings Key Facts About the Company BPO Practice Overview Representative Case Study Competitive Positioning Strategic Partners Recent Developments Spherion Company Overview Table: Spherion at a Glance, 2004 Service Offerings Key Facts About the Company BPO Practice Overview Representative Case Study Competitive Positioning Strategic Partners SR Teleperformance Company Overview Table: SR Teleperformance at a Glance, 2004 Service Offerings Key Facts About the Company BPO Practice Overview Representative Case Study Competitive Positioning Recent Developments StarTek Company Profile Table: StarTek at a Glance, 2004 Service Offerings Key Facts About the Company BPO Practice Overview Representative Case Study Competitive Positioning Strategic Partners Stream Company Overview Service Offerings Table: Stream at a Glance, 2004 Key Facts About the Company BPO Practice Overview Representative Case Study Competitive Positioning Strategic Partners Recent Developments Sykes Company Overview Service Offerings Key Facts About the Company Table: Sykesat a Glance, 2004 BPO Practice Overview Representative Case Study Competitive Positioning Recent Developments TeleSpectrum Company Overview Service Offerings Table: TeleSpectrum at a Glance, 2004 Key Facts About the Company BPO Practice Overview Representative Case Study TeleTech Holdings Company Overview Service Offerings Table: TeleTech at a Glance, 2004 Key Facts About the Company BPO Practice Overview Representative Case Study Strategic Partners Recent Developments Trans Cosmos Company Overview Service Offerings Key Facts About the Company Table: Trans Cosmos at a Glance, 2004 Vertex Company Overview Table: Vertex at a Glance, 2004 Service Offerings Key Facts About the Company BPO Practice Overview Representative Case Study Competitive Positioning Strategic Partners Recent Developments West Company Overview Table: West at a Glance, 2004 Service Offerings Key Facts About the Company BPO Practice Overview Representative Case Study Recent Developments IDC's Leadership Grid Approach to Positioning Figure: IDC Leadership Grid: Worldwide Customer Care BPO Market Inclusion in IDC's Leadership Grid Definition of IDC Leadership Grid Parameters Opportunity Alignment: X-Axis Ability to Gain Share: Y-Axis Future Outlook Customer Care BPO Services Worldwide Market Direction Essential Guidance The Opportunity for Customer Care Services Firms: Actions to Consider Distinct Value-Add Winning Attributes Learn More Related Research Definitions Contact Center Contact Center Agent Contact Center Outsourcing Nearshore Outsourcing Offshore Outsourcing Customer Care Services Client Customer Customer Relationship Management Services Customer Data Repository Text Chat Web Collaboration Web-Enabled Contact Center Voice over Internet Protocol Video over Internet Protocol Outbound, Inbound, and Blended Interaction Methodology Primary Data Sources for Assessing and Segmenting the Customer Care Services Competitive Marketplace Secondary Data Sources for Sizing the Customer Care Services Market Worldwide Data Gathering Appendix: Vendor Summary Tables Table: Worldwide Customer Care BPO Vendor Summary: Industries Served Table: Worldwide Customer Care BPO Vendor Summary: Industries Served Table: Worldwide Customer Care PBO Vendor Summary: Company Locations Table: Worldwide Customer Care PBO Vendor Summary: Regions Served Synopsis |
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