TABLE OF CONTENTS
1 INTRODUCTION 55
1.1 OBJECTIVES OF THE STUDY 55
1.2 MARKET DEFINITION 55
1.3 OVERVIEW OF THE GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET 55
1.4 LIMITATIONS 57
1.5 MARKETS COVERED 58
2 MARKET SEGMENTATION 62
2.1 MARKETS COVERED 62
2.2 GEOGRAPHICAL SCOPE 63
2.3 YEARS CONSIDERED FOR THE STUDY 64
2.4 CURRENCY AND PRICING 64
2.5 DBMR TRIPOD DATA VALIDATION MODEL 65
2.6 MULTIVARIATE MODELLING 68
2.7 OUTSOURCING TYPE LIFELINE CURVE 68
2.8 MARKET END-USER COVERAGE GRID 69
2.9 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 70
2.10 DBMR MARKET POSITION GRID 71
2.11 VENDOR SHARE ANALYSIS 72
2.12 SECONDARY SOURCES 73
2.13 ASSUMPTIONS 73
3 EXECUTIVE SUMMARY 74
4 PREMIUM INSIGHTS 77
4.1 PORTERS ANALYSIS 80
4.2 EVOLUTION 81
4.3 VALUE CHAIN ANALYSIS 82
5 REGIONAL SUMMARY 83
6 MARKET OVERVIEW 84
6.1 DRIVERS 86
6.1.1 INCREASING NEED FOR BUSINESS AGILITY 86
6.1.2 RISING CUSTOMER FOCUS TOWARD ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST EFFICIENCY 86
6.1.3 GROWING PREFERENCE FOR CLOUD TECHNOLOGY AND ITS SIGNIFICANCE ON PROCESS AUTOMATION 87
6.1.4 INCREASING DEPENDENCE ON SALES AND MARKETING FOR CUSTOMER SERVICE ENHANCEMENT 88
6.1.5 UPSURGE IN THE CAPACITY OF QUALITY ENTERPRISE DATA 89
6.2 RESTRAINTS 89
6.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 89
6.2.2 STRINGENT GOVERNMENT REGULATIONS 90
6.3 OPPORTUNITIES 91
6.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 91
6.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 91
6.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND IT SECTOR SPENDING 92
6.3.4 GROWING NUMBER OF START-UPS PARTNERING WITH BUSINESS PROCESS OUTSOURCING (BPO) 93
6.4 CHALLENGES 94
6.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 94
6.4.2 FREQUENT DISRUPTION AFFECTS THE OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 94
6.4.3 INCREASE IN THE PRESENCE OF NEW ENTRANTS 95
7 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 96
7.1 OVERVIEW 97
7.2 OFFSHORE 98
7.3 ONSHORE 98
7.4 NEARSHORE 99
8 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY SERVICE 100
8.1 OVERVIEW 101
8.2 VOICE PROCESSING 102
8.2.1 INBOUND 103
8.2.2 OUTBOUND 103
8.2.3 SURVEY AND MARKET RESEARCH 103
8.3 TELEMARKETING SERVICES 103
8.4 IMAGE EDITING SERVICES 104
8.5 VIRTUAL STAFFING SERVICES 105
8.6 3D VISUALIZATION SERVICES 105
8.6.1 3D ANIMATION 106
8.6.2 CAD MODELING 106
8.6.3 3D ILLUSTRATION 106
8.6.4 3D DEVELOPMENT 106
9 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 107
9.1 OVERVIEW 108
9.2 CUSTOMER CARE 109
9.3 FINANCE AND ACCOUNTING 110
9.4 HUMAN RESOURCE 110
9.5 SALES AND MARKETING 111
9.6 PROCUREMENT AND SUPPLY CHAIN 112
9.7 FACILITIES AND ADMINISTRATION 112
9.8 PRODUCT ENGINEERING 113
9.9 TRAINING 114
9.10 OTHERS 114
10 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY DEPLOYMENT MODE 116
10.1 OVERVIEW 117
10.2 CLOUD 118
10.3 ON PREMISE 119
11 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 120
11.1 OVERVIEW 121
11.2 LARGE ENTERPRISES 122
11.3 SMES 123
12 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OWNERSHIP 124
12.1 OVERVIEW 125
12.2 CAPTIVE 126
12.3 THIRD PARTY 127
13 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 128
13.1 OVERVIEW 129
13.2 CONTRACT BASED 130
13.3 BUNDLED SERVICES 131
13.4 BEST-SHORE 131
13.5 FEE FOR SERVICE 132
14 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 133
14.1 OVERVIEW 134
14.2 IT AND TELECOMMUNICATION 135
14.2.1 CUSTOMER CARE 136
14.2.2 SALES AND MARKETING 136
14.2.3 TRAINING 136
14.2.4 HUMAN RESOURCE 137
14.2.5 FACILITIES AND ADMINISTRATION 137
14.2.6 OTHERS 137
14.3 BFSI 137
14.3.1 FINANCE AND ACCOUNTING 138
14.3.2 CUSTOMER CARE 138
14.3.3 SALES AND MARKETING 138
14.3.4 HUMAN RESOURCE 138
14.3.5 FACILITIES AND ADMINISTRATION 138
14.3.6 TRAINING 138
14.3.7 OTHERS 139
14.4 MANUFACTURING 139
14.4.1 CUSTOMER CARE 140
14.4.2 SALES AND MARKETING 140
14.4.3 PROCUREMENT AND SUPPLY CHAIN 140
14.4.4 PRODUCT ENGINEERING 140
14.4.5 HUMAN RESOURCE 140
14.4.6 FACILITIES AND ADMINISTRATION 141
14.4.7 TRAINING 141
14.4.8 FINANCE AND ACCOUNTING 141
14.4.9 OTHERS 141
14.5 HEALTHCARE 141
14.5.1 CUSTOMER CARE 142
14.5.2 SALES AND MARKETING 142
14.5.3 FACILITIES AND ADMINISTRATION 142
14.5.4 PROCUREMENT AND SUPPLY CHAIN 142
14.5.5 TRAINING 142
14.5.6 OTHERS 142
14.6 GOVERNMENT & DEFENSE 143
14.6.1 CUSTOMER CARE 144
14.6.2 FINANCE AND ACCOUNTING 144
14.6.3 SALES AND MARKETING 144
14.6.4 HUMAN RESOURCE 144
14.6.5 FACILITIES AND ADMINISTRATION 144
14.6.6 TRAINING 144
14.6.7 OTHERS 144
14.7 RETAIL AND E-COMMERCE 144
14.7.1 CUSTOMER CARE 145
14.7.2 SALES AND MARKETING 145
14.7.3 PROCUREMENT AND SUPPLY CHAIN 145
14.7.4 HUMAN RESOURCE 146
14.7.5 FACILITIES AND ADMINISTRATION 146
14.7.6 TRAINING 146
14.7.7 OTHERS 146
14.8 TRANSPORTATION AND LOGISTICS 146
14.8.1 CUSTOMER CARE 147
14.8.2 PROCUREMENT AND SUPPLY CHAIN 147
14.8.3 SALES AND MARKETING 147
14.8.4 FINANCE AND ACCOUNTING 147
14.8.5 FACILITIES AND ADMINISTRATION 147
14.8.6 TRAINING 148
14.8.7 OTHERS 148
14.9 TRAVEL AND HOSPITALITY 148
14.9.1 SALES AND MARKETING 149
14.9.2 CUSTOMER CARE 149
14.9.3 FACILITIES AND ADMINISTRATION 149
14.9.4 TRAINING 149
14.9.5 OTHERS 149
14.10 ENERGY AND UTILITIES 150
14.10.1 CUSTOMER CARE 151
14.10.2 OTHERS 151
14.11 EDUCATION 151
14.11.1 SALES AND MARKETING 152
14.11.2 CUSTOMER CARE 152
14.11.3 FACILITIES AND ADMINISTRATION 152
14.11.4 TRAINING 152
14.11.5 OTHERS 152
14.12 OTHERS 153
15 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY REGION 154
15.1 OVERVIEW 155
15.2 NORTH AMERICA 161
15.2.1 U.S. 172
15.2.2 CANADA 179
15.2.3 MEXICO 186
15.3 ASIA PACIFIC 193
15.3.1 JAPAN 205
15.3.2 CHINA 212
15.3.3 INDIA 219
15.3.4 PHILIPPINES 226
15.3.5 SOUTH KOREA 233
15.3.6 AUSTRALIA 240
15.3.7 SINGAPORE 247
15.3.8 THAILAND 254
15.3.9 INDONESIA 261
15.3.10 MALAYSIA 268
15.3.11 VIETNAM 275
15.3.12 REST OF ASIA-PACIFIC 282
15.4 EUROPE 283
15.4.1 U.K. 295
15.4.2 GERMANY 303
15.4.3 FRANCE 310
15.4.4 ITALY 318
15.4.5 NETHERLANDS 326
15.4.6 SPAIN 334
15.4.7 SWITZERLAND 342
15.4.8 RUSSIA 350
15.4.9 BELGIUM 358
15.4.10 TURKEY 366
15.4.11 REST OF EUROPE 374
15.5 MIDDLE EAST AFRICA 375
15.5.1 U.A.E. 387
15.5.2 SAUDI ARABIA 395
15.5.3 SOUTH AFRICA 403
15.5.4 EGYPT 411
15.5.5 REST OF MIDDLE EAST AND AFRICA 426
15.6 SOUTH AFRICA 427
15.6.1 BRAZIL 439
15.6.2 ARGENTINA 447
15.6.3 REST OF SOUTH AMERICA 455
16 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET: COMPANY LANDSCAPE 456
16.1 COMPANY SHARE ANALYSIS: GLOBAL 456
16.2 COMPANY SHARE ANALYSIS: NORTH AMERICA 457
16.3 COMPANY SHARE ANALYSIS: EUROPE 458
16.4 COMPANY SHARE ANALYSIS: ASIA-PACIFIC 459
17 SWOT ANALYSIS 460
18 COMPANY PROFILE 461
18.1 ACCENTURE 461
18.1.1 COMPANY SNAPSHOT 461
18.1.2 REVENUE ANALYSIS 461
18.1.3 COMPANY SHARE ANALYSIS 462
18.1.4 SERVICE PORTFOLIO 462
18.1.5 RECENT DEVELOPMENTS 463
18.2 INFOSYS LIMITED 464
18.2.1 COMPANY SNAPSHOT 464
18.2.2 REVENUE ANALYSIS 464
18.2.3 COMPANY SHARE ANALYSIS 465
18.2.4 SERVICE PORTFOLIO 465
18.2.5 RECENT DEVELOPMENTS 466
18.3 CAPGEMINI 467
18.3.1 COMPANY SNAPSHOT 467
18.3.2 REVENUE ANALYSIS 467
18.3.3 COMPANY SHARE ANALYSIS 468
18.3.4 SERVICE PORTFOLIO 468
18.3.5 RECENT DEVELOPMENTS 469
18.4 IBM CORPORATION 470
18.4.1 COMPANY SNAPSHOT 470
18.4.2 REVENUE ANALYSIS 470
18.4.3 COMPANY SHARE ANALYSIS 471
18.4.4 SERVICE PORTFOLIO 471
18.4.5 RECENT DEVELOPMENTS 472
18.5 COGNIZANT 473
18.5.1 COMPANY SNAPSHOT 473
18.5.2 REVENUE ANALYSIS 473
18.5.3 COMPANY SHARE ANALYSIS 474
18.5.4 SERVICE PORTFOLIO 474
18.5.5 RECENT DEVELOPMENTS 476
18.6 ADP, INC. 477
18.6.1 COMPANY SNAPSHOT 477
18.6.2 REVENUE ANALYSIS 477
18.6.3 SOLUTION PORTFOLIO 478
18.6.4 RECENT DEVELOPMENTS 478

Menu 2

Sed ut perspiciatis unde omnis iste natus error sit voluptatem accusantium doloremque laudantium, totam rem aperiam.