U.S. Customer Care and BPO Services by Vertical Market 2005-2009 Forecast: Industry

U.S. Customer Care and BPO Services by Vertical Market 2005-2009 Forecast

Product Type: Market Research Report
Published by: IDC
Published: May 2005
Product Code: R104-19992

Description

This IDC study examines the U.S. customer care and BPO services market with a focus on identifying vertical market opportunities. The U.S. customer care services market is a quickly growing market characterized by a high degree of fragmentation. Vendors competing in this market for market share are increasingly employing vertical specific strategies. In this study, IDC analyzes each of 16 vertical markets, providing market size and growth over the five-year forecast period, a discussion of current trends, and an indication of which trends will drive customer care services adoption in the future. This document adds additional detail to the forecast and analysis published in Worldwide and U.S. Customer Care and BPO Services 2005?2009 Forecast and Analysis.

"The U.S. customer care and BPO services market will grow quickly during the forecast period, with vendors struggling to differentiate and gain market share," said Jason Spaulding, research analyst in the Vertical Market Group at IDC. "Vendors must respond by understanding the growth opportunities within individual verticals and designing solutions that target specific trends. The winning customer care services firms during the forecast period will be able to show clear, vertical-specific solutions."

Table of Contents

Table of Contents
IDC Opinion
In This Study
Methodology
IDC's Vertical Market Model
Survey Methodology
Executive Summary
Situation Overview
Introduction
Table: U.S. Customer Care Services Spending by Vertical Market, 2004
Industry Overview: The Current State of End-User Spending by Vertical
Table: An Overview by Vertical Market: Factors That Influence Spending
Future Outlook
Key Drivers for Customer Care Services by Vertical
Banking
Key Business Issues
IDC Analysis
Insurance
Key Business Issues
IDC Analysis
Other Financial Services
Key Business Issues
IDC Analysis
Resources and Construction
Key Business Issues
IDC Analysis
Process Manufacturing
Key Business Issues
IDC Analysis
Discrete Manufacturing
Key Business Issues
IDC Analysis
Communications and Media
Key Business Issues
IDC Analysis
Transportation
Key Business Issues
IDC Analysis
Utilities
Key Business Issues
IDC Analysis
Retail and Wholesale
Key Business Issues
IDC Analysis
Professional Services
Key Business Issues
IDC Analysis
Personal and Other Services
Key Business Issues
IDC Analysis
Healthcare Services
Key Business Issues
IDC Analysis
Education
Key Business Issues
IDC Analysis
Government
Key Business Issues
IDC Analysis
Forecast and Assumptions
Table: U.S. Customer Care Services Spending by Vertical Market, 2004-2009 ($M)
Table: U.S. Customer Care Services Spending Share by Vertical Market, 2004-2009 (%)
Table: Key Forecast Assumptions for the U.S. Customer Care and BPO Services Market, 2005-2009
Communications and Media
Transportation
Utilities
Retail
Essential Guidance
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
Vertical Markets
Table: U.S. SIC Codes for the 16 Vertical Markets Covered by the IDC Vertical Industry Group
Table: Brief Description of Vertical Markets
Synopsis

Ordering and More Information

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