U.S. Customer Care and BPO Services 2006-2010 Forecast by Vertical Market

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 for share in this market are increasingly employing vertical-specific strategies. In this study, IDC analyzes each of the 17 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 detail to the forecast and analysis published in Worldwide and U.S. Customer Care BPO Services 2006Â-2010 Forecast and Analysis.

"The U.S. customer care and services market will see strong growth in the next five years," said Jony Moe, research analyst in the Vertical Markets group at IDC. "Vendors should focus on the verticals with the biggest opportunities, such as communications and media and discrete manufacturing, but also pay attention to the smaller markets that are experiencing high growth, such as the government and utility industries."

IDC Opinion

In This Study

Methodology

IDC's Vertical Market Model

Survey Methodology

Situation Overview

Customer Care Services Market in 2005

Future Outlook

IT Outlook by Industry

Figure: Status of Customer Service Outsourcing by Industry

Forecast and Assumptions

Table: Key Forecast Assumptions for the U.S. Customer Care Services Market, 2006-2010

Table: U.S. Customer Care Services Critical Business Initiatives by Vertical Market

Table: U.S. Customer Care Interaction Services Spending by Vertical Market, 2005-2010 ($M)

Table: U.S. Customer Care Interaction Services Spending Share by Vertical Market, 2005-2010 (%)

Industries Showing the Greatest Opportunity for Customer Care Services

Retail

Government

Utilities

Market Context

Table: U.S. Customer Care Interaction Services Revenue Share and Five-Year Revenue CAGR by Select Vertical Market, 2004-2010: Comparison of May 2005 and July 2006 Forecasts

Figure: U.S. Customer Care Interaction Services Revenue by Select Vertical Market, 2004Â-2010: Comparison of May 2005 and July 2006 Forecasts

Essential Guidance

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Related Research

Definitions

Customer Care Services

Exceptions and Exclusions

>Vertical Markets

Table: IDC's Vertical Market Definitions

Synopsis