TABLE OF CONTENTS
1 INTRODUCTION 54
1.1 OBJECTIVES OF THE STUDY 54
1.2 MARKET DEFINITION 54
1.3 OVERVIEW OF THE EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET 54
1.4 LIMITATIONS 56
1.5 MARKETS COVERED 57
2 MARKET SEGMENTATION 61
2.1 MARKETS COVERED 61
2.2 GEOGRAPHICAL SCOPE 62
2.3 YEARS CONSIDERED FOR THE STUDY 63
2.4 CURRENCY AND PRICING 63
2.5 DBMR TRIPOD DATA VALIDATION MODEL 64
2.6 MULTIVARIATE MODELLING 67
2.7 OUTSOURCING TYPE LIFELINE CURVE 67
2.8 MARKET END-USER COVERAGE GRID 68
2.9 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 69
2.10 DBMR MARKET POSITION GRID 70
2.11 VENDOR SHARE ANALYSIS 71
2.12 SECONDARY SOURCES 72
2.13 ASSUMPTIONS 72
3 EXECUTIVE SUMMARY 73
4 PREMIUM INSIGHTS 76
4.1 PORTERS ANALYSIS 77
4.2 EVOLUTION 78
4.3 VALUE CHAIN ANALYSIS 79
5 REGIONAL SUMMARY 80
6 MARKET OVERVIEW 81
6.1 DRIVERS 83
6.1.1 INCREASING NEED FOR BUSINESS AGILITY 83
6.1.2 RISING CUSTOMER FOCUS TOWARD ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST EFFICIENCY 83
6.1.3 GROWING PREFERENCE FOR CLOUD TECHNOLOGY AND ITS SIGNIFICANCE ON PROCESS AUTOMATION 84
6.1.4 INCREASING DEPENDENCE ON SALES AND MARKETING FOR CUSTOMER SERVICE ENHANCEMENT 85
6.1.5 UPSURGE IN THE CAPACITY OF QUALITY ENTERPRISE DATA 86
6.2 RESTRAINTS 86
6.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 86
6.2.2 STRINGENT GOVERNMENT REGULATIONS 87
6.3 OPPORTUNITIES 88
6.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 88
6.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 88
6.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND IT SECTOR SPENDING 89
6.3.4 GROWING NUMBER OF START-UPS PARTNERING WITH BUSINESS PROCESS OUTSOURCING (BPO) 90
6.4 CHALLENGES 91
6.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 91
6.4.2 FREQUENT DISRUPTION AFFECTS THE OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 91
6.4.3 INCREASE IN THE PRESENCE OF NEW ENTRANTS 92
7 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 93
7.1 OVERVIEW 94
7.2 OFFSHORE 95
7.3 ONSHORE 95
7.4 NEARSHORE 96
8 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY SERVICE 97
8.1 OVERVIEW 98
8.2 VOICE PROCESSING 99
8.2.1 INBOUND 100
8.2.2 OUTBOUND 100
8.2.3 SURVEY AND MARKET RESEARCH 100
8.3 TELEMARKETING SERVICES 100
8.4 IMAGE EDITING SERVICES 101
8.5 VIRTUAL STAFFING SERVICES 102
8.6 3D VISUALIZATION SERVICES 102
8.6.1 3D ANIMATION 103
8.6.2 CAD MODELING 103
8.6.3 3D ILLUSTRATION 103
8.6.4 3D DEVELOPMENT 103
9 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 104
9.1 OVERVIEW 105
9.2 CUSTOMER CARE 106
9.3 FINANCE AND ACCOUNTING 107
9.4 HUMAN RESOURCE 107
9.5 SALES AND MARKETING 108
9.6 PROCUREMENT AND SUPPLY CHAIN 109
9.7 FACILITIES AND ADMINISTRATION 109
9.8 PRODUCT ENGINEERING 110
9.9 TRAINING 111
9.10 OTHERS 111
10 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY DEPLOYMENT MODE 113
10.1 OVERVIEW 114
10.2 CLOUD 115
10.3 ON PREMISE 116
11 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 117
11.1 OVERVIEW 118
11.2 LARGE ENTERPRISES 119
11.3 SMES 120
12 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OWNERSHIP 121
12.1 OVERVIEW 122
12.2 CAPTIVE 123
12.3 THIRD PARTY 124
13 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 125
13.1 OVERVIEW 126
13.2 CONTRACT BASED 127
13.3 BUNDLED SERVICES 128
13.4 BEST-SHORE 128
13.5 FEE FOR SERVICE 129
14 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 130
14.1 OVERVIEW 131
14.2 IT AND TELECOMMUNICATION 132
14.2.1 CUSTOMER CARE 133
14.2.2 SALES AND MARKETING 133
14.2.3 TRAINING 133
14.2.4 HUMAN RESOURCE 134
14.2.5 FACILITIES AND ADMINISTRATION 134
14.2.6 OTHERS 134
14.3 BFSI 134
14.3.1 FINANCE AND ACCOUNTING 135
14.3.2 CUSTOMER CARE 135
14.3.3 SALES AND MARKETING 135
14.3.4 HUMAN RESOURCE 135
14.3.5 FACILITIES AND ADMINISTRATION 135
14.3.6 TRAINING 135
14.3.7 OTHERS 136
14.4 MANUFACTURING 136
14.4.1 CUSTOMER CARE 137
14.4.2 SALES AND MARKETING 137
14.4.3 PROCUREMENT AND SUPPLY CHAIN 137
14.4.4 PRODUCT ENGINEERING 137
14.4.5 HUMAN RESOURCE 137
14.4.6 FACILITIES AND ADMINISTRATION 138
14.4.7 TRAINING 138
14.4.8 FINANCE AND ACCOUNTING 138
14.4.9 OTHERS 138
14.5 HEALTHCARE 138
14.5.1 CUSTOMER CARE 139
14.5.2 SALES AND MARKETING 139
14.5.3 FACILITIES AND ADMINISTRATION 139
14.5.4 PROCUREMENT AND SUPPLY CHAIN 139
14.5.5 TRAINING 139
14.5.6 OTHERS 139
14.6 GOVERNMENT & DEFENSE 140
14.6.1 CUSTOMER CARE 141
14.6.2 FINANCE AND ACCOUNTING 141
14.6.3 SALES AND MARKETING 141
14.6.4 HUMAN RESOURCE 141
14.6.5 FACILITIES AND ADMINISTRATION 141
14.6.6 TRAINING 141
14.6.7 OTHERS 141
14.7 RETAIL AND E-COMMERCE 141
14.7.1 CUSTOMER CARE 142
14.7.2 SALES AND MARKETING 142
14.7.3 PROCUREMENT AND SUPPLY CHAIN 142
14.7.4 HUMAN RESOURCE 143
14.7.5 FACILITIES AND ADMINISTRATION 143
14.7.6 TRAINING 143
14.7.7 OTHERS 143
14.8 TRANSPORTATION AND LOGISTICS 143
14.8.1 CUSTOMER CARE 144
14.8.2 PROCUREMENT AND SUPPLY CHAIN 144
14.8.3 SALES AND MARKETING 144
14.8.4 FINANCE AND ACCOUNTING 144
14.8.5 FACILITIES AND ADMINISTRATION 144
14.8.6 TRAINING 145
14.8.7 OTHERS 145
14.9 TRAVEL AND HOSPITALITY 145
14.9.1 SALES AND MARKETING 146
14.9.2 CUSTOMER CARE 146
14.9.3 FACILITIES AND ADMINISTRATION 146
14.9.4 TRAINING 146
14.9.5 OTHERS 146
14.10 ENERGY AND UTILITIES 147
14.10.1 CUSTOMER CARE 148
14.10.2 OTHERS 148
14.11 EDUCATION 148
14.11.1 SALES AND MARKETING 149
14.11.2 CUSTOMER CARE 149
14.11.3 FACILITIES AND ADMINISTRATION 149
14.11.4 TRAINING 149
14.11.5 OTHERS 149
14.12 OTHERS 150
15 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY REGION 151
15.1 EUROPE 152
15.1.1 U.K. 164
15.1.2 GERMANY 172
15.1.3 FRANCE 179
15.1.4 ITALY 187
15.1.5 NETHERLANDS 195
15.1.6 SPAIN 203
15.1.7 SWITZERLAND 211
15.1.8 RUSSIA 219
15.1.9 BELGIUM 227
15.1.10 TURKEY 235
15.1.11 REST OF EUROPE 243
16 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET: COMPANY LANDSCAPE 244
16.1 COMPANY SHARE ANALYSIS: EUROPE 244
17 SWOT ANALYSIS 245
18 COMPANY PROFILE 246
18.1 ACCENTURE 246
18.1.1 COMPANY SNAPSHOT 246
18.1.2 REVENUE ANALYSIS 246
18.1.3 COMPANY SHARE ANALYSIS 247
18.1.4 SERVICE PORTFOLIO 247
18.1.5 RECENT DEVELOPMENTS 248
18.2 INFOSYS LIMITED 249
18.2.1 COMPANY SNAPSHOT 249
18.2.2 REVENUE ANALYSIS 249
18.2.3 COMPANY SHARE ANALYSIS 250
18.2.4 SERVICE PORTFOLIO 250
18.2.5 RECENT DEVELOPMENTS 251
18.3 CAPGEMINI 252
18.3.1 COMPANY SNAPSHOT 252
18.3.2 REVENUE ANALYSIS 252
18.3.3 COMPANY SHARE ANALYSIS 253
18.3.4 SERVICE PORTFOLIO 253
18.3.5 RECENT DEVELOPMENTS 254
18.4 IBM CORPORATION 255
18.4.1 COMPANY SNAPSHOT 255
18.4.2 REVENUE ANALYSIS 255
18.4.3 COMPANY SHARE ANALYSIS 256
18.4.4 SERVICE PORTFOLIO 256
18.4.5 RECENT DEVELOPMENTS 257
18.5 COGNIZANT 258
18.5.1 COMPANY SNAPSHOT 258
18.5.2 REVENUE ANALYSIS 258
18.5.3 COMPANY SHARE ANALYSIS 259
18.5.4 SERVICE PORTFOLIO 259
18.5.5 RECENT DEVELOPMENTS 261
18.6 ADP, INC. 262
18.6.1 COMPANY SNAPSHOT 262
18.6.2 REVENUE ANALYSIS 262
18.6.3 SOLUTION PORTFOLIO 263
18.6.4 RECENT DEVELOPMENTS 263
18.7 AIDEY 264
18.7.1 COMPANY SNAPSHOT 264
18.7.2 SERVICE PORTFOLIO 264
18.7.3 RECENT DEVELOPMENTS 265
18.8 ALAC ETOILE 266
18.8.1 COMPANY SNAPSHOT 266
18.8.2 SERVICES PORTFOLIO 266
18.8.3 RECENT DEVELOPMENT 266
18.9 AMDOCS 267
18.9.1 COMPANY SNAPSHOT 267
18.9.2 REVENUE ANALYSIS 267
18.9.3 SERVICE PORTFOLIO 268
18.9.4 RECENT DEVELOPMENTS 268
18.10 CBRE 269
18.10.1 COMPANY SNAPSHOT 269
18.10.2 REVENUE ANALYSIS 269
18.10.3 SERVICES PORTFOLIO 270
18.10.4 RECENT DEVELOPMENTS 270
18.11 CONCENTRIX CORPORATION 271
18.11.1 COMPANY SNAPSHOT 271
18.11.2 REVENUE ANALYSIS 271
18.11.3 SOLUTION PORTFOLIO 272
18.11.4 RECENT DEVELOPMENTS 272
18.12 CONDUENT, INC. 273
18.12.1 COMPANY SNAPSHOT 273
18.12.2 REVENUE ANALYSIS 273
18.12.3 SOLUTION PORTFOLIO 274
18.12.4 RECENT DEVELOPMENTS 274
18.13 ENOAH 275
18.13.1 COMPANY SNAPSHOT 275
18.13.2 SERVICES PORTFOLIO 275
18.13.3 RECENT DEVELOPMENT 276

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