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Worldwide and U.S. Customer Care BPO Services 2006-2010 Forecast and AnalysisProduct Type: Market Research ReportPublished by: IDC Published: April 2006 Product Code: R104-25779 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 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. Table of Contents IDC Opinion In This Study Methodology Executive Summary Situation Overview Introduction Assessment of Current Situation Customer Care Services in 2005 Future Outlook Forecast and Assumptions Worldwide Market Review Table: Worldwide and U.S. Customer Care Services Revenue, 2005 and 2010 ($M) Table: Key Forecast Assumptions for the Customer Care Services Market, 2006-2010 Worldwide Customer Care Services: Market Forecast by Service Offering Table: Worldwide Customer Care Services Revenue by Service, 2005-2010 ($M) Forecast in Review Outsourcing Services Consulting Services Worldwide Customer Care Services: Market Forecast by Region Table: Worldwide Customer Care Services Revenue by Region, 2005-2010 ($M) Americas Regional Supply Dynamics Asia/Pacific Regional Supply Dynamics EMEA Regional Supply Dynamics Worldwide Customer Care Services: Interaction Services by Service Activity Service Activities Campaign Mix Table: Worldwide Customer Care Interaction Services Revenue by Service Activity, 2005-2010 ($M) Revenue by Service Activity, 2005 U.S. Customer Care Services: Market Forecast by Service Offering Forecast in Review Table: U.S. Customer Care Services Revenue by Service, 2005-2010 ($M) U.S. Customer Care Services: Interaction Services by Service Activity Service Activities Table: U.S. Customer Care Interaction Services Revenue by Service Activity, 2005-2010 ($M) Campaign Mix Market Context Revenue by Service Activity, 2006 and Beyond Market Size Table: Worldwide and Customer Care Services Revenue, 2005-2010: Comparison of March 2005 and March 2006 Forecasts ($M) Figure: Worldwide and Customer Care Services Revenue, 2005-2010: Comparison of March 2005 and March 2006 Forecasts 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 2005 Sales Revenue Table: Customer Care Services, Top 20 Vendors by Worldwide Revenue, 2005 Synopsis |
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