Product Type: Market Research Report
Published by: CRISIL Ltd.
Published: May 2009
Product Code: R3543-234Description After years of robust growth, the export growth rate of the Indian information technology enabled services (ITeS) slumped to 18 per cent in 2008-09, with estimated revenues of $12.8 billion, as against the 30 per cent growth in the previous year. CRISIL Research expects the weakening demand, protectionist measures by developed countries, and a delay in decision making cycles to further pull down the ITeS export growth rate to 7-8 per cent in 2009-10. Industry expected to bounce back thereafter
Nevertheless, CRISIL Research remains optimistic about the long-term export growth prospects of ITeS. Continuing maturity of offshore global delivery model, process innovation and the inherent need of clients to reduce costs would together help propel export growth, once the world economy recovers. We expect export revenues to grow at a compound annual growth rate (CAGR) of 17 per cent between 2009-10 and 2013-14. Consequently, ITeS exports are projected to touch $26 billion by 2013-14. Amongst individual service lines, the customer relationship management (CRM) domain would witness a less than average industry growth rate on account of high penetration, limited language skills and competition from other countries, such as Philippines.Table of Contents - Sections
- Near term prospects affected by slowdown
- Executive summary
- 1.0 Exports growth outlook
- ITeS exports growth rate slumps to 18 per cent in 2008-09
- Export growth to plunge to 7 per cent in 2009-10
- Nonetheless, the future looks bright
- Discerning trends in the ITeS industry
- Service line wise outlook
- Annexure
- 2.0 Knowledge process outsourcing - outlook
- KPO - an introduction
- The ITeS industry has evolved over years
- KPO - definition
- Current market size and services offered
- Service offerings remain at medium complexity level
- Growth rates to decline in 2009-10 and recover subsequently
- Third party vendors to drive KPO growth
- Competing countries on the KPO front
- What lies ahead?
- 3.0 Knowledge process outsourcing - Service line wise details
- Financial research outsourcing (FRO)
- Legal process outsourcing (LPO)
- Data analytics outsourcing
- Boxes
- 1.0 Exports growth outlook
- 01 Indian ITeS export demand - approach & research methodology
- 2.0 Knowledge process outsourcing - outlook
- 01 KPO revenue projections - Approach and methodology
- Charts
- 1.0 Exports growth outlook
- 01 ITeS export demand projection
- 2.0 Knowledge process outsourcing - outlook
- 01 Evolution of the Indian ITeS industry
- 02 KPO classification
- 03 Complexity of Indian ITeS service providers
- 04 Difference between BPO and KPO
- 05 Relative skill sets of ITeS employees
- 06 Forecast Methodology - Top down approach
- 07 Forecast Methodology - Bottom up approach
- 08 KPO - Competing countries
- 3.0 Knowledge process outsourcing - Service line wise details
- 01 Broad classification of FRO
- 02 Services offered by LPO
- 03 Application of analytics across industries
- Figures
- Executive summary
- 01 Service line wise share 2008-09
- 1.0 Exports growth outlook
- 01 Indian ITeS Exports growth - 2003-04 to 2008-09
- 02 Forex movements
- 03 Share of revenues by geography - 2008
- 04 Share of revenues by geography - 2007
- 05 Service line mix
- 06 Service line wise contracts awarded with TCV>$25 million
- 2.0 Knowledge process outsourcing - outlook
- 01 Service line wise share 2008-09
- 02 Indian knowledge services exports growth
- Table
- 1.0 Exports growth outlook
- 01 Projected Revenues by service line
- Sections
- 1.0 Global scenario
- Introduction
- Industry structure
- Offshore facilities gaining prominence as companies face pressure on costs
- Margins
- 2.0 The Indian ITeS industry
- Evolution of the industry
- Key trends in the Indian ITeS industry
- Share of ITeS exports in total Indian IT software and services exports has stabilised
- Captives versus third party vendors
- Average billing rates
- Revenue mix by service lines
- Knowledge professionals
- Export revenues by geography - Europe continues to grow its share
- Consolidation in the industry continues at a slower pace
- Capacity expansions continue unabated
- Shift to higher end service lines
- Venture capital and private equity investments in India
- Pricing models in the industry
- Onshore expansion by Indian companies
- Other trends
- Challenges faced by the industry
- 3.0 Markets
- Horizontal services
- Vertical-focused services
- End-to-end services
- Market segmentation
- 4.0 Policy framework
- Software technology park scheme
- Fiscal policy
- 5.0 Quality standards
- E-Sourcing capability model (e-SCM)
- ISO 9000
- CMMI model
- Six Sigma
- 6.0 Information security
- Information security environment in India
- Information Technology Act, 2000
- Indian Copyright Act
- Government initiatives
- Information Security Education and Awareness Project
- Other key initiatives being undertaken by GOI
- Current Indian information policy environment
- Chart
- 1.0 Global scenario
- 01 Classification of outsourcing activities
- Figures
- 1.0 Global scenario
- 01 Worldwide BPO market by services - 2009
- 02 Worldwide BPO spend by region - 2008
- 03 Operating margins of players
- 04 Net margins of players
- 2.0 The Indian ITeS industry
- 01 ITeS revenues (Export + Domestic)
- 02 Share of ITeS in total software and services exports of India
- 03 Composition of Indian ITeS revenues
- 04 Revenue mix of service lines
- 05 Knowledge professionals in ITeS sector (Exports)
- 06 Export revenues by geography
- Tables
- 2.0 The Indian ITeS industry
- 01 Average billing rates by service lines
- 02 Industry consolidation in 2008
- 03 Capacity increases in 2008
- 3.0 Markets
- 01 Export revenues of the Indian ITeS industry ($ million)
- Section
- 1.0 Industry statistics
- Tables
- 1.0 Industry statistics
- 01 24/7 Customer
- 02 Aditya Birla Minacs (erstwhile TransWorks Information Services Pvt Ltd)
- 03 Adventity BPO
- 04 Allsec Technologies Ltd
- 05 Amadeus India Pvt Ltd
- 06 Automatic Data Processing Inc
- 07 Convergys Corporation
- 08 Datamatics Technologies Ltd (DTL)
- 09 eClerx Services Ltd (ESL)
- 10 Evalueserve
- 11 ExlService Holdings Inc
- 12 Fiserv Inc
- 13 First Data Corp
- 14 Firstsource Solutions Ltd
- 15 Genpact
- 16 HCL Technologies BPO Services Ltd
- 17 Hewitt Associates Inc
- 18 Hinduja Global Solutions Ltd
- 19 HTC Global Services
- 20 IBM Daksh
- 21 Infosys BPO Ltd
- 22 InfoTech Enterprises Ltd
- 23 Intelenet Global Services Pvt Ltd
- 24 Kale Consultants Ltd
- 25 KPIT Cummins Infosystems Ltd
- 26 Neilsoft
- 27 Ontrack Systems Ltd
- 28 Plexion Technologies (India) Private Ltd
- 29 Quality Engineering and Software Technologies, Inc (QuEST)
- 30 RMSI Private Ltd
- 31 R.R. Donnelley & Sons Company
- 32 Sabre Holdings Corporation
- 33 Sitel
- 34 Spheris
- 35 Sykes Enterprises Inc
- 36 TeleTech Holdings Inc
- 37 Sutherland Global Services
- 38 Tricom India Ltd
- 39 Ugam Solutions
- 40 vCustomer
- 41 Wipro BPO Services Private Ltd (erstwhile Spectramind)
- 42 WNS Global Services Pvt Ltd
- 43 Zenta
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