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Worldwide Contact Center Services 2006 Vendor Profiles: The Competition IntensifiesProduct Type: Market Research ReportPublished by: IDC Published: December 2006 Product Code: R104-29039 Description
This IDC study examines the ever-evolving customer management business process outsourcing (BPO) market and competitive landscape. This year's document profiles 32 customer management BPO providers that are solid examples of leadership and innovation, contextualizing them against key developments in the space. In the process, it answers questions such as: Who are the customer care BPO services market leaders, innovators, and possible up-and-coming players in the space? What are some of the trends affecting the market? What market segments are likely to offer the greatest opportunity for services firms in the near future? What strategic moves might service providers consider in light of current trends? How might developments predicted in this study affect the revenue of customer care providers?"This year's theme is all about how competitive this realm of BPO has become. Players from the United States, Europe, and South Asia are vying for an edge on what has become a rough-and-tumble, global playing field." ? Stephen Loynd, program manager, Contact Center Services program Table of Contents Table of Contents IDC Opinion In This Study Methodology Executive Summary Situation Overview Introduction Compare and Contrast Market Strategies Vertical Industry Process Solutions The Convergence of the Contact Center Services Space with Other Areas of Business Process Outsourcing Offshore Firms Coming East Offshore and Nearshore Becoming Ever More Relevant While Homeshoring Enriches the Portfolio Mix Future Outlook Vendor Profiles Accenture Overview Solutions Industry-Specific BPO Units Accenture Customer Contact Services Revenue Breakdown Relevant Highlights ACS Overview Solutions Industries Served Revenue Breakdown Relevant Highlights Figure: ACS Customer Service Representatives Dedicated to the Wireless Industry, October 2006 APAC Customer Services Overview Solutions Industries Served Revenue Breakdown Figure: APAC Revenue, 2004?2006 Relevant Highlights Grupo Atento Overview Solutions Industries Served Revenue Breakdown Figure: Atento Revenue, 2004 and 2005 Figure: Atento Sales Derivation, 2005 Figure: Atento Revenue Share by Geography, 2005 Relevant Highlights ClientLogic Overview Solutions Industries Served Revenue Breakdown Figure: ClientLogic Revenue, 2004 and 2005 Relevant Highlights Convergys Overview Solutions Industries Served Revenue Breakdown Figure: Convergys Customer Care Revenue Growth, 2Q06 and 3Q06 Relevant Highlights CSC Overview Solutions Industries Served Revenue Breakdown EDS Overview Solutions BPO Services BPO Service Lines CRM Services Industries Served Revenue Breakdown Relevant Highlights Genpact Overview Solutions Industries Served Revenue Breakdown Figure: Genpact Share of Revenue from Global Clients, 1H05 and 1H06 Relevant Highlights HCL BPO Overview Solutions Industries Served Revenue Breakdown Figure: HCL BPO Revenue Share, 2006 Relevant Highlights IBM CRM BTO Overview Solutions Industries Served Revenue Breakdown Relevant Highlights Figure: IBM Daksh Employees, 2004 and 2006 ICICI OneSource (Changing Name to Firstsource Solutions) Overview Solutions Industries Served Revenue Breakdown Figure: ICICI OneSource Revenue Share from Telecom, 2006 Relevant Highlights ICT Group Overview Solutions Industries Served Revenue Breakdown Figure: ICT Call Volume Share Facilitated Offshore, 2Q05 and 2Q06 Relevant Highlights Infosys BPO Overview Solutions Industries Served Revenue Breakdown Figure: Infosys BPO Revenue Share by Segment, 2005 Figure: Infosys BPO Revenue Share by Region, 2005 Relevant Highlights NCO Group Overview Solutions Industries Served Revenue Breakdown Figure: NCO CRM Revenue, 2Q05 and 2Q06 Figure: NCO ARM Revenue, 2Q05 and 2Q06 Relevant Highlights PeopleSupport Overview Solutions Industries Served Revenue Breakdown Figure: PeopleSupport Revenue, 2005 and 2006 Relevant Highlights Precision Response Corporation Overview Solutions Industries Served Revenue Breakdown Figure: PRC Revenue, 2004 and 2005 Relevant Highlights Sento Overview Solutions Industries Served Revenue Breakdown Figure: Sento Revenue, 2004?2006 Relevant Highlights SITEL Overview Solutions Industries Served Revenue Breakdown Figure: SITEL Europe Revenue, 2Q05 and 2Q06 Figure: SITEL Latin America Revenue, 2Q05 and 2Q06 Figure: SITEL Asia Revenue, 2Q05 and 2Q06 Relevant Highlights StarTek Overview Solutions Industries Served Revenue Breakdown Figure: StarTek Revenue, 1H05 and 1H06 Figure: StarTek Revenue Share for Its Two Largest Clients, 2Q05 and 2Q06 Relevant Highlights Stream Overview Solutions Industries Served Figure: Stream Revenue Share by Industry, 2006 Revenue Breakdown Figure: Stream Revenue, 2004?2006 Relevant Highlights Sykes Overview Solutions Industries Served Revenue Breakdown Figure: Sykes Revenue, 2004 and 2005 Figure: Sykes Revenue by Region, 1H05 and 1H06 Figure: Sykes Revenue Share by Region, 2Q05 and 2Q06 Relevant Highlights Teleperformance Group Overview Solutions Industries Served Figure: Teleperformance Group Revenue by Industry, 2005 Revenue Breakdown Figure: Teleperformance Group Revenue Share by Region, 2005 Figure: Teleperformance Group Revenue by Solution, 2005 Relevant Highlights Figure: Teleperformance Group Contact Centers by Region, 2006 TeleTech Overview Solutions Industries Served Revenue Breakdown Figure: TeleTech Revenue, 2004 and 2005 Figure: TeleTech Revenue Share by Segment, Six Months Ending June 2006 Relevant Highlights Telvista Overview Solutions Industries Served Revenue Breakdown Relevant Highlights Transcom Worldwide Overview Solutions Industries Served Revenue Breakdown Figure: Transcom Worldwide Revenue, 2004 and 2005 Figure: Transcom Worldwide Revenue, Six Months Ending June 30 Relevant Highlights TransWorks Overview Solutions Industries Served Revenue Breakdown Figure: TransWorks and Minacs Revenue, 2006 Relevant Highlights Vertex Overview Solutions Industries Served Revenue Breakdown Figure: Vertex Revenue, 2004 and 2005 Relevant Highlights West Overview Solutions Industries Served Revenue Breakdown Figure: Vertex Revenue, 2004 and 2005 Figure: West Communication Services Revenue, Six Months Ending June 30 Relevant Highlights Wipro BPO Overview Solutions Industries Served Revenue Breakdown Figure: Wipro BPO Revenue, 2005 Figure: Wipro BPO Customer Interaction Revenue, 2005 Relevant Highlights WNS Global Services Overview Solutions Industries Served Revenue Breakdown Figure: WNS Services Revenue, 2Q05 and 2Q06 Relevant Highlights 24/7 Customer Overview Solutions Industries Served Relevant Highlights What Will Happen Essential Guidance Actions to Consider Learn More Related Research Synopsis |
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