Product Type: Market Research Report
Published by: Ovum Plc
Published: October 2008
Product Code: R464-857Description In this report, Tom Kucharvy explains how the dramatic, previously unimagined expansion in the range and level of offshored knowledge services is beginning to reshape not only businesses and employees, but entire societies.
Table of Contents - Executive summary
- In a nutshell
- Summary
- Key messages
- Emergence of knowledge services offshoring
- The explosive growth of India’s offshore IT services industry
- Offshore IT-based services as the foundation for a services revolution
- The emergence of offshore knowledge services
- Offshoring of product design and engineering services
- India’s and China’s entry into contract design and development services
- The explosion in India’s and China’s R&D skills
- The growth of captive R&D services
- Competitive challenges
- R&D as one link in a long value chain
- Customer lifecycle management services
- Call centers as the entry into the customer lifecycle management market
- Customer management’s role in comprehensive BPO portfolios
- Customer management “nichemanship”
- Building an integrated customer lifecycle offering
- Cross-industry versus industry-specific
- Horizontal process-driven knowledge services
- An explosion in industry-specific BPO offerings
- Process-driven business support services
- The transformation of offshore services
- Up the value chain and around the process
- The brave new world of discretionary offshore services
- Table of figures
- Figure 1 The customer management lifecycle
- Figure 2 The services continuum
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