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Growth Strategies in Outsourcing: High Value IT Outsourcing Sectors and Vertical MarketsProduct Type: Market Research ReportPublished by: Business Insights Published: January 2005 Product Code: R162-618 Description Growth Strategies in Outsourcing: High value IT outsourcing sectors and vertical markets is a new management report that highlights the outsourcing sectors and vertical industries that will provide IT services providers with significant profit opportunities to 2007 and beyond. This report analyses the key data and market trends that are shaping the outsourcing market and provides insight into how vendors can be used to exploit the opportunities that arise.Table of Contents Table of ContentsGrowth Strategies in Outsourcing Executive Summary 9 Introduction 9 Business process outsourcing 9 Human resources outsourcing 10 Offshore/onshore delivery 11 Utility/on-demand delivery 12 Vertical focus: Financial services 12 Vertical focus: Public sector 13 Vertical focus: Retail 14 Vertical focus: Telecoms 15 Chapter 1 Introduction 17 Summary 17 Introduction 17 Definitions 18 BPO 18 Human resources outsourcing 19 Utility/on-demand pricing 20 Offshore delivery 21 Right-shore/near-shore delivery 22 Chapter 2 Business process outsourcing 24 Summary 24 Introduction 25 Drivers 25 ERP 26 iv Market dynamics 29 Market sizing 30 Competitive dynamics 31 Accenture 32 ACS 33 CGE&Y 33 Capita 34 Cognizant 34 CSC 35 EDS 35 HP Services 36 IBM Global Services 37 Opinion 38 Chapter 3 Human resources outsourcing 41 Summary 41 Introduction 41 Market dynamics 43 Competitive dynamics 45 Accenture 45 ACS 46 Convergys 47 Fidelity Employer Services 48 Hewitt Associates 49 IBM Global Services 50 Opinion 51 Chapter 4 Offshore/onshore outsourcing 55 Summary 55 Introduction 56 Market dynamics 56 Offshore BPO 57 Right shore/near-shore 58 Competitive dynamics 60 Indian service providers 61 Western service providers 63 Barriers and challenges 68 India 68 Offshore 70 Onshore 73 v Chapter 5 Utility/on-demand delivery 76 Summary 76 Introduction 76 Competitive dynamics 77 Chapter 6 Vertical focus: Financial services 83 Summary 83 Infrastructure outsourcing 84 Europe vs North America 85 Opportunity identification 86 Line of business variations 88 Summary 90 Customer contact centers 91 Offshore 91 Onshore 93 BPO in financial services 96 Insurance 96 Banking 99 Key vendors 102 Cognizant 103 eFunds 103 ICICI OneSource 103 Infosys 103 Sapient 104 Tata Consultancy Services 104 Wipro 104 Chapter 7 Vertical focus: Public sector 107 Summary 107 Introduction 108 Market dynamics 109 The ‘US Government factor’ 110 M&A activity 113 Competitve dynamics 114 Accenture 114 ACS 114 BT Global Services 115 Capita 116 vi CSC 117 EDS 118 IBM GS 118 Chapter 8 Vertical focus: Retail 120 Summary 120 Introduction 120 Market dynamics 121 BPO in retail 122 Chapter 9 Vertical focus: Telecoms 127 Summary 127 Introduction 127 Market dynamics 128 Competitive dynamics 131 Telecoms turned service provider 133 Conclusion 135 Index 136 List of Figures Figure 3.2: HR outsourcing contracts by vendor 43 Figure 3.3: HR outsourcing contracts by region 44 Figure 6.3: Infrastructure outsourcing: Europe vs North America 86 Figure 6.4: Infrastructure outsourcing growth by opportunity segment in North American financial services, 2003-2006 88 Figure 6.5: Line of business infrastructure outsourcing variations 89 Figure 6.6: Offshore outsourcing poses no serious risk to western financial services job markets 93 Figure 6.7: Offshore outsourcing continue to be the primary threat to the onshore contact center outsourcers' business 94 Figure 6.8: Offshore outsourcing service provider positing 102 Figure 7.9: IT outsourcing deals by vertical sector 1Q04 109 vii List of Tables Table 2.2: Major BPO Contracts Involving ERP System Upgrades 28 Table 2.2: The 10 largest IT services contracts awards 1Q04 32 Table 4.4: Top 10 largest BPO firms in India 62 Table 4.5: Growth plans of western software and service providers in India 64 Table 6.6: Infrastructure outsourcing growth by opportunity segment in North American financial services 2003-2006 88 Table 6.6: Infrastructure outsourcing spend growth by line of business and infrastructure service 2003-2006 90 Table 6.7: Offshore outsourced financial services agent positions as share of total financial services agent positions, 2004-2007 93 Table 6.8: The BPO strategy of five major insurers 98 Table 6.9: Third-party BPO activities of major banks 101 Table 7.10: The 10 largest IT services M&As in 2003 113 Table 8.11: The 10 largest IT outsourcing deals in retail in last 12 months 121 Table 8.12: Key retail BPO deals signed in last 12 months 123 Table 9.13: Outsourcing strategies of the 10 largest telecoms operators 130 Table 9.14: The 10 largest IT outsourcing deals in telecoms in last 5 years 132 |
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