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Worldwide and U.S. Customer Care and BPO Services 2005-2009 Forecast and AnalysisProduct Type: Market Research ReportPublished by: IDC Published: March 2005 Product Code: R104-19329 Description
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 2004 and their impact on the five-year forecast. Particular attention is paid to the near-term years: 2004, 2005, and 2006. 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?"In light of the current economic climate, opportunities are increasingly emerging within the worldwide and U.S. customer care services marketplace. Being attuned to cost containment, ROI, and business process optimization, however, must be the mantra if service providers plan to thrive and succeed," said Brian J. Bingham, director of CRM and Customer Care research at IDC. Table of Contents
Table of ContentsIDC Opinion In This Study Methodology Executive Summary Situation Overview Introduction Assessment of Current Situation What Has Happened in Customer Care Services in 2004? Trends in Summary Key Buyer Trends Key Vendor Trends Future Outlook Forecast and Assumptions Worldwide Market Review Table: Worldwide and U.S. Customer Care Services Revenue, 2004 and 2009 ($M) Table: Key Forecast Assumptions for the Customer Care and BPO Services Market, 2005-2009 Worldwide Customer Care Services: Market Forecast by Service Offering Table: Worldwide Customer Care Services Revenue by Service, 2004-2009 ($M) Forecast in Review Outsourcing Services Consulting Services Worldwide Customer Care Services: Market Forecast by Region Table: Worldwide Customer Care Services Revenue by Region, 2004-2009 ($M) Americas Regional Supply Dynamics Asia/Pacific Regional Supply Dynamics EMEA Regional Supply Dynamics Worldwide Customer Care Services: Interaction Services by Service Activity Service Activities Table: Worldwide Customer Care Services Revenue by Service Activity, 2004-2009 ($M) Campaign Mix Revenue by Service Activity, 2004 Revenue by Service Activity, 2005 and Beyond Market Size Matters U.S. Customer Care Services: Market Forecast by Service Offering Forecast in Review Table: U.S. Customer Care Services Revenue by Service, 2004-2009 ($M) U.S. Customer Care Services: Interaction Services by Service Activity Service Activities Table: U.S. Customer Care Services Revenue by Service Activity, 2004-2009 ($M) Campaign Mix Market Size Matters Essential Guidance The Opportunity for Customer Care Service Firms 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 Outbound, Inbound, and Blended Interaction Methodology Primary Data Sources for Sizing the Customer Care Services Market Secondary Data Sources for Sizing the Customer Care Services Market Worldwide Data Gathering Global Regions Leaders in Customer Care Services: IDC's Top 20 by 2004 Sales Revenue Table: Worldwide Customer Care Services Revenue for the Top 20 Vendors, 2004 Synopsis |
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