TABLE OF CONTENTS
1 INTRODUCTION 16
1.1 OBJECTIVES OF THE STUDY 16
1.2 MARKET DEFINITION 16
1.3 OVERVIEW OF THE THAILAND BUSINESS PROCESS OUTSOURCING (BPO) MARKET 16
1.4 LIMITATIONS 18
1.5 MARKETS COVERED 19
2 MARKET SEGMENTATION 23
2.1 MARKETS COVERED 23
2.2 GEOGRAPHICAL SCOPE 24
2.3 YEARS CONSIDERED FOR THE STUDY 24
2.4 CURRENCY AND PRICING 24
2.5 DBMR TRIPOD DATA VALIDATION MODEL 25
2.6 MULTIVARIATE MODELLING 28
2.7 LOCATION LIFELINE CURVE 29
2.8 MARKET CHALLENGE MATRIX 30
2.9 MARKET END-USER COVERAGE GRID 31
2.10 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 32
2.11 DBMR MARKET POSITION GRID 33
2.12 VENDOR SHARE ANALYSIS 34
2.13 SECONDARY SOURCES 35
2.14 ASSUMPTIONS 35
3 EXECUTIVE SUMMARY 36
4 PREMIUM INSIGHTS 39
4.1 PORTERS FIVE FORCES 40
4.2 PATENT ANALYSIS 41
4.3 TECHNOLOGICAL MAP 42
4.4 BUSINESS MODEL AND PRICING ASSESSMENT OF KEY PLAYERS 44
4.4.1 GENPACT 44
4.4.2 CONCENTRIX CORPORATION 45
4.4.3 IBM 46
4.5 INSIGHT FOR IPO LISTING FOR KEY PLAYERS, IPO PRICING, KEY CONSIDERATION, AND CHALLENGES 47
4.5.1 GENPACT 47
4.5.2 CONCENTRIX CORPORATION 47
4.5.3 IBM 47
4.5.4 ACCENTURE 48
4.5.5 WIPRO LIMITED 48
4.6 VALUE CHAIN ANALYSIS 49
4.7 COMPANY COMPARATIVE ANALYSIS 50
4.7.1 WIPRO LIMITED 50
4.7.2 INFOSYS LIMITED 50
4.7.3 COGNIZANT 51
4.8 CASE STUDIES 52
4.9 REGULATORY SYTANDARDS 54
5 MARKET OVERVIEW 55
5.1 DRIVERS 57
5.1.1 INCREASING NEED FOR BUSINESS AGILITY 57
5.1.2 RISING CUSTOMER FOCUS TOWARD ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST EFFICIENCY 58
5.1.3 GROWING PREFERENCE FOR CLOUD TECHNOLOGY AND ITS SIGNIFICANCE ON PROCESS AUTOMATION 59
5.1.4 INCREASING DEPENDENCE ON SALES AND MARKETING FOR CUSTOMER SERVICE ENHANCEMENT 60
5.1.5 UPSURGE IN THE CAPACITY OF QUALITY ENTERPRISE DATA 61
5.2 RESTRAINTS 62
5.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 62
5.2.2 STRINGENT GOVERNMENT REGULATIONS 62
5.3 OPPORTUNITIES 63
5.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 63
5.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 64
5.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND IT SECTOR SPENDING 65
5.3.4 GROWING NUMBER OF START-UPS PARTNERING WITH BUSINESS PROCESS OUTSOURCING (BPO) 66
5.4 CHALLENGES 67
5.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 67
5.4.2 FREQUENT DISRUPTION AFFECTS THE OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 67
5.4.3 INCREASE IN THE PRESENCE OF NEW ENTRANTS 68
6 THAILAND BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY LOCATION 69
6.1 OVERVIEW 70
6.2 OFFSHORE 71
6.3 ONSHORE 71
6.4 NEARSHORE 72
7 THAILAND BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY SERVICE 73
7.1 OVERVIEW 74
7.2 VOICE PROCESSING 75
7.2.1 INBOUND 76
7.2.2 OUTBOUND 76
7.2.3 SURVEY AND MARKET RESEARCH 76
7.3 TELEMARKETING SERVICES 76
7.4 IMAGE EDITING SERVICES 76
7.5 VIRTUAL STAFFING SERVICES 77
7.6 3D VISUALIZATION SERVICES 77
7.6.1 3D ANIMATION 78
7.6.2 CAD MODELING 78
7.6.3 3D ILLUSTRATION 78
7.6.4 3D DEVELOPMENT 78
7.6.5 OTHERS 78
7.7 OTHERS 79
8 THAILAND BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 80
8.1 OVERVIEW 81
8.2 CUSTOMER CARE 82
8.3 FINANCE AND ACCOUNTING 83
8.4 TALENT AND HR SERVICES 83
8.5 SALES AND MARKETING 83
8.6 SOURCING, PROCUREMENT AND SUPPLY CHAIN 84
8.7 FACILITIES AND ADMINISTRATION 84
8.8 PRODUCT ENGINEERING 84
8.9 TRAINING 85
8.10 OTHERS 85
9 THAILAND BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY DEPLOYMENT MODE 86
9.1 OVERVIEW 87
9.2 CLOUD 88
9.3 ON PREMISE 88
10 THAILAND BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 89
10.1 OVERVIEW 90
10.2 LARGE ENTERPRISES 91
10.2.1 CLOUD 91
10.2.2 ON PREMISE 91
10.3 SMALL & MEDIUM ENTERPRISES 92
10.3.1 CLOUD 92
10.3.2 ON PREMISE 92
11 THAILAND BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OWNERSHIP 93
11.1 OVERVIEW 94
11.2 CAPTIVE 95
11.3 THIRD PARTY 95
12 THAILAND BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 96
12.1 OVERVIEW 97
12.2 CONTRACT BASED 98
12.3 BUNDLED SERVICES 98
12.4 BEST-SHORE 99
12.5 FEE FOR SERVICE 99
13 THAILAND BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 100
13.1 OVERVIEW 101
13.2 IT AND TELECOMMUNICATION 102
13.2.1 CUSTOMER CARE 103
13.2.2 FINANCE AND ACCOUNTING 103
13.2.3 TALENT AND HR SERVICES 103
13.2.4 SALES AND MARKETING 103
13.2.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 103
13.2.6 FACILITIES AND ADMINISTRATION 104
13.2.7 PRODUCT ENGINEERING 104
13.2.8 TRAINING 104
13.2.9 OTHERS 104
13.3 MANUFACTURING 104
13.3.1 CUSTOMER CARE 105
13.3.2 FINANCE AND ACCOUNTING 105
13.3.3 TALENT AND HR SERVICES 105
13.3.4 SALES AND MARKETING 105
13.3.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 105
13.3.6 FACILITIES AND ADMINISTRATION 106
13.3.7 PRODUCT ENGINEERING 106
13.3.8 TRAINING 106
13.3.9 OTHERS 106
13.4 BFSI 106
13.4.1 CUSTOMER CARE 107
13.4.2 FINANCE AND ACCOUNTING 107
13.4.3 TALENT AND HR SERVICES 107
13.4.4 SALES AND MARKETING 107
13.4.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 107
13.4.6 FACILITIES AND ADMINISTRATION 108
13.4.7 PRODUCT ENGINEERING 108
13.4.8 TRAINING 108
13.4.9 OTHERS 108
13.5 GOVERNMENT & DEFENSE 108
13.5.1 CUSTOMER CARE 109
13.5.2 FINANCE AND ACCOUNTING 109
13.5.3 TALENT AND HR SERVICES 109
13.5.4 SALES AND MARKETING 109
13.5.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 109
13.5.6 FACILITIES AND ADMINISTRATION 110
13.5.7 PRODUCT ENGINEERING 110
13.5.8 TRAINING 110
13.5.9 OTHERS 110
13.6 TRANSPORTATION AND LOGISTICS 110
13.6.1 CUSTOMER CARE 111
13.6.2 FINANCE AND ACCOUNTING 111
13.6.3 TALENT AND HR SERVICES 111
13.6.4 SALES AND MARKETING 111
13.6.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 111
13.6.6 FACILITIES AND ADMINISTRATION 112
13.6.7 PRODUCT ENGINEERING 112
13.6.8 TRAINING 112
13.6.9 OTHERS 112
13.7 RETAIL AND E-COMMERCE 112
13.7.1 CUSTOMER CARE 113
13.7.2 FINANCE AND ACCOUNTING 113
13.7.3 TALENT AND HR SERVICES 113
13.7.4 SALES AND MARKETING 113
13.7.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 113
13.7.6 FACILITIES AND ADMINISTRATION 114
13.7.7 PRODUCT ENGINEERING 114
13.7.8 TRAINING 114
13.7.9 OTHERS 114
13.8 TRAVEL AND HOSPITALITY 114
13.8.1 CUSTOMER CARE 115
13.8.2 FINANCE AND ACCOUNTING 115
13.8.3 TALENT AND HR SERVICES 115
13.8.4 SALES AND MARKETING 115
13.8.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 115
13.8.6 FACILITIES AND ADMINISTRATION 116
13.8.7 PRODUCT ENGINEERING 116
13.8.8 TRAINING 116
13.8.9 OTHERS 116
13.9 HEALTHCARE 116
13.9.1 CUSTOMER CARE 117
13.9.2 FINANCE AND ACCOUNTING 117
13.9.3 TALENT AND HR SERVICES 117
13.9.4 SALES AND MARKETING 117
13.9.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 117
13.9.6 FACILITIES AND ADMINISTRATION 118
13.9.7 PRODUCT ENGINEERING 118
13.9.8 TRAINING 118
13.9.9 OTHERS 118
13.10 ENERGY AND UTILITIES 118
13.10.1 CUSTOMER CARE 119
13.10.2 FINANCE AND ACCOUNTING 119
13.10.3 TALENT AND HR SERVICES 119
13.10.4 SALES AND MARKETING 119
13.10.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 119
13.10.6 FACILITIES AND ADMINISTRATION 120
13.10.7 PRODUCT ENGINEERING 120
13.10.8 TRAINING 120
13.10.9 OTHERS 120
13.11 EDUCATION 120
13.11.1 CUSTOMER CARE 121
13.11.2 FINANCE AND ACCOUNTING 121
13.11.3 TALENT AND HR SERVICES 121
13.11.4 SALES AND MARKETING 121
13.11.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 121
13.11.6 FACILITIES AND ADMINISTRATION 122
13.11.7 PRODUCT ENGINEERING 122
13.11.8 TRAINING 122
13.11.9 OTHERS 122
13.12 OTHERS 122
14 THAILAND BUSINESS PROCESS OUTSOURCING (BPO) MARKET: COMPANY LANDSCAPE 123
14.1 COMPANY SHARE ANALYSIS: THAILAND 123
15 SWOT ANALYSIS 124
16 COMPANY PROFILE 125
16.1 GENPACT 125
16.1.1 COMPANY SNAPSHOT 125
16.1.2 REVENUE ANALYSIS 125
16.1.3 SOLUTION PORTFOLIO 126
16.1.4 RECENT DEVELOPMENTS 128
16.2 CONCENTRIX CORPORATION 129
16.2.1 COMPANY SNAPSHOT 129
16.2.2 REVENUE ANALYSIS 129
16.2.3 SERVICE PORTFOLIO 130
16.2.4 RECENT DEVELOPMENTS 130
16.3 IBM CORPORATION 131
16.3.1 COMPANY SNAPSHOT 131
16.3.2 REVENUE ANALYSIS 131
16.3.3 SERVICE PORTFOLIO 132
16.3.4 RECENT DEVELOPMENTS 133
16.4 ACCENTURE 134
16.4.1 COMPANY SNAPSHOT 134
16.4.2 REVENUE ANALYSIS 134
16.4.3 SERVICE PORTFOLIO 135
16.4.4 RECENT DEVELOPMENTS 136
16.5 WIPRO LIMITED 137
16.5.1 COMPANY SNAPSHOT 137
16.5.2 REVENUE ANALYSIS 137
16.5.3 SERVICE PORTFOLIO 138
16.5.4 RECENT DEVELOPMENTS 139
16.6 INFOSYS LIMITED 140
16.6.1 COMPANY SNAPSHOT 140
16.6.2 REVENUE ANALYSIS 140
16.6.3 SERVICE PORTFOLIO 141
16.6.4 RECENT DEVELOPMENTS 142

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