The top BPO priorities in 2006 (Customer Focus): Industry Report

The top BPO priorities in 2006 (Customer Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: December 2006
Product Code: R313-18809

Description

Introduction

This brief explores the attitudes of end-users toward outsourcing business processes to outsourcing services vendors. for CRM, finance & accounting, insurance, retail banking, transaction processing, HR, knowledge processes, payments and billing and supply management services. Understanding the end-user opinion is key to success in an increasingly competitive BPO market.

Scope

*Datamonitor's survey of 1,100 IT decision makers highlights attitudes to outsourcing revealing the short, mid and long term opportunity for vendors.
*Covers all key BPO. CRM, F&A, insurance, retail banking, transaction processing, HR, knowledge processes, payments and billing and supply management.
*Survey results are explored by country and by industry vertical revealing specific trends.

Highlights

The focus of this report is highlighting the key trends and attitudes toward outsourcing business processes. Uncovering this information provides vendors with a clear view of the short, mid and long term opportunities in this market.

Reasons to Purchase

*Understand what decision makers are thinking about BPO services.
*Discover who is, and isn't, buying BPO services by country and industry vertical.
*Learn which trends matter and what Datamonitor's advice to vendors is.

Table of Contents

DATAMONITOR VIEW 1

CATALYST 1

SUMMARY 1

ANALYSIS 2

Investment priorities in BPO are shifting toward non-traditional services 2

In spite of bad press and the 'risk' of outsourcing CRM nearly 35% respondents are still likely to outsource 3

Newer, high-margin BPO services are a growing priority for customers 5

Risk and proximity are strong factors in the offshore decision process 6

Summary 10

APPENDIX 11

METHODOLOGY 11

Definitions 11

Further reading 11

Ask the analyst 11

List of Tables

Table 1: Investment priorities in BPO 3

Table 2: Likely to outsource CRM in the next two years 4

Table 3: Likely to outsource BI/performance management in the next two years 6

Table 4: Likelihood of offshoring to specific countries/region, global response 8

Table 5: Likelihood of offshoring to specific countries/region, US response 8

Table 6: Likelihood of offshoring to specific countries/region, financial services response 9

List of Figures

Figure 1: Investment priorities in BPO 2

Figure 2: Likely to outsource CRM in the next two years 4

Figure 3: Likely to outsource BI/performance management in the next two years 6

Ordering and More Information

Price and Delivery Options

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