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Business Process Outsourcing (BPO)

Abstract

This report analyzes the worldwide markets for Business Process Outsourcing (BPO) in US$ Million by the following Horizontal Segments: Finance & Accounting, Customer Services, HR, KPO, and Procurement. The market is also analyzed by the following End-Use Verticals: Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others (Includes Construction, Transportation, Travel, Healthcare, and Government among Others). The report provides separate comprehensive analytics for the US, Canada, Asia-Pacific, Europe, and Rest of World. Annual estimates and forecasts are provided for the period 2010 through 2018. Also, a six-year historic analysis is provided for these markets. The report profiles 357 companies including many key and niche players such as Accenture Plc, Automatic Data Processing, Inc., Xerox Corporation, Aon Hewitt, Capgemini, Capita Plc, Ceridian Corporation, CGI Group, Inc., Cognizant Technology Solutions Corporation, Computer Sciences Corporation, Dell Services, EXLService Holding, Inc., Genpact Limited, HP Enterprise Services, IInfosys BPO Ltd., Intelligroup, Inc., International Business Machines Corporation, KARVY Global Services Limited., Keane, Inc., NorthgateArinso, Procurian, Inc., Randstad Holding n.v., Serco Group, Plc, Intelenet Global Services Pvt. Ltd., StarTek, Inc., Steria, Syntel, Inc., Tata Consultancy Services Limited, TriNet Group, Inc., Wipro Limited, and WNS (Holdings) Limited. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based upon search engine sources in the public domain.

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Table of Contents

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

  • Study Reliability and Reporting Limitations
  • Disclaimers
  • Data Interpretation & Reporting Level
    • Quantitative Techniques & Analytics
  • Product Definitions and Scope of Study
    • Horizontal Segment
      • Finance & Accounting
      • Customer Services
      • Human Resources Outsourcing
      • Knowledge Process Outsourcing
      • Procurement BPO
    • End-Use Segments
      • Manufacturing
      • Banking, Insurance & Finance Services (BFSI)
      • Telecommunications & Technology
      • Retail
      • Others

    II. EXECUTIVE SUMMARY

    1. INDUSTRY OVERVIEW

    • A Prelude
    • High Potential for 'Business Transforming' BPO Services
    • BPO: Market Characteristics, Growth Drivers and Determinants
    • Recession Slows Down Growth in the Outsourcing Industry
      • Table 1: Global BPO Contracts by Size (Total Contract Value): 2010 (includes corresponding Graph/Chart)
    • Post Recession Prospects
    • Current and Future Analysis
    • Debt Crisis Reinforces Focus on Outsourcing
    • Emerging Markets Spur Growth
    • Growth Opportunities in Service Segments
    • BPO Adoption in End-User Markets
      • Table 2: BPO Services in End-Use Markets - Ranked by CAGR (includes corresponding Graph/Chart)

    2. MARKET DYNAMICS

    • Sourcing Strategy/Model: Means to Achieve Business Process
    • Sole Sourcing - A Model for Increasing Operational Efficiency
      • One-Stop-Shop for Comprehensive HR Outsourcing
    • Multi-Source Approach: Gains Strength
      • Benefits of Multi-Sourcing Approach
      • Challenges Facing Multi-Sourcing Strategy
    • Offshore BPO: Driving Cost-Effectiveness
      • Table 3: Global Offshore BPO Market by Destination Country (2011): Percentage Share Breakdown of Revenues (includes corresponding Graph/Chart)
    • Offshore Outsourcing of Call Centers
    • Protectionism - Implications for Offshore BPOs
    • A Brief Sketch of Major Outsourcing Centers
    • India
    • China
    • Malaysia
    • Czech Republic
    • Singapore
    • Philippines
    • Brazil
    • Canada
    • Poland
    • Egypt
    • Mexico

    3. MARKET TRENDS

    • Major Trends - In a Nutshell
    • Alternate Offshore Locations Challenge Dominance of Traditional Centers
    • Latin America Emerges as a Global Delivery Location
    • Continental Europe Opens Up to BPO
    • New Business Areas Make Gains
    • Industry-Specific BPO Services Continue to Gain Strength
    • Supply Management Outsourcing Market on an Upswing
    • Regulatory Changes to Drive BPO Uptake
    • BPO: Heading towards Commoditization?
    • Contract Pricing: A Sticking Point
    • Vendors Endeavor to Address the Unique Needs of SME & Mid-Market Sectors
    • Advanced Technologies Come to the Aid of BPO Providers
    • Social Networking Trend Transforms Business Strategies
    • Growing Popularity of Cloud Computing
    • BPO Providers Warm up to Green Computing
    • Nearshoring Finds Favor among Businesses
    • Growing Significance of Value Addition
    • Platform BPO - A Key Driving Factor
    • Merchants Opt for Outsourcing to Protect Credit Card Data
    • Growing Proportion of Non-Linear Revenues
    • Demand for BPOs that Bring About Transformational Change
    • The Importance of Impact Sourcing

    4. AN INSIGHT INTO MAJOR HORIZONTAL SEGMENTS

    • Finance and Accounting BPO (FAO)
    • Customer Services BPO
    • Human Resources BPO (HRO)
    • Recruitment Process Outsourcing (RPO)
    • HR Outsourcing Types
    • Procurement BPO
    • Knowledge Process Outsourcing (KPO)
    • BPO Vs KPO

    5. FINANCE & ACCOUNTING OUTSOURCING

    • A Dynamic Segment
    • Snapshots
    • Challenging Market Environment Spurs Outsourcing Demand
    • Recession Compels Strategy Change
    • Steady Growth Prospects
    • Regulatory Compliance: Key Driving Factor
    • Growing Demand from Emerging Markets
    • Customers Look to Scale Up
    • Technology Augmentation Comes into Vogue
    • Verticalization Trend in FAO
    • Tier-II Providers Look to Expand Share
    • Innovation: A Key Factor
    • Year 2010: A Review
    • In a Nutshell
    • Segment Overview
      • Table 4: Global F&A BPO Market by Industry (2008-2010): Percentage Share Breakdown of Total Contract Value of Engagements for Telecom, Software & Hi-Tech; Utilities, Energy & Chemicals; Banking, Financial Services/Insurance; Consumer Packaged Goods; Manufacturing; Retail; Transportation & Logistics; and Others (includes corresponding Graph/Chart)
    • New Contracts & Renewals: Opportunities for Growth
    • ACV Increases for Multi-Process FAO Contracts
    • Changing Industry Dynamics Influence BPO Vendor Selection
    • Pricing Models of BPO Vendors
    • Traditional Pricing
    • Value-based Pricing
    • Outcomes-based Pricing
    • Competitive Landscape
    • FAO Vendor Landscape
      • Table 5: Leading Players in the Global F&A BPO Market (2010): Percentage Share Breakdown of Revenues for Accenture, IBM, Genpact, ACS, Capgemini, and Others (includes corresponding Graph/Chart)

    6. CUSTOMER SERVICES BPO

    • A Prelude
    • Opportunities from Growing Web-Based Interactions
    • Asia-Pacific: A Favored Destination for Contact Centers
    • Contact Center Outsourcing Services Makes Inroads into New Verticals
    • Service Providers Adopt New Strategies

    7. HR BUSINESS PROCESSES OUTSOURCING

    • A High-Profile Segment
    • Future Growth Opportunities
    • Snapshots
    • HR Activity in the Recent Past: A Review
      • Table 6: Number of HRO Transactions, Worldwide (2003-2008) (includes corresponding Graph/Chart)
    • RPO: Opportunities for Growth
    • Multi-Process HRO Market: An Overview
    • Competitive Landscape
      • Competitive Landscape in the Global Multi-Process HRO Market
    • Noteworthy Trends & Issues
    • Cost Reduction: Finding Favor Again in Difficult Times
    • Recession Ups Adoption of Single Process Deals
    • Companies to Continue to Feeling the Heat of Recession
    • Contract Renewals - On the Rise
    • Buyers to Adopt a Tighter Focus
    • Shrinking Deal Sizes
    • Emergence of Mid-Market
    • Demand for Newer & Innovative Platforms
    • Trend Towards Process Convergence
    • Transformation to Services TCO
    • 'Transformational-Transfer' & 'Component Based' Models Find Acceptance
    • Focus on Short-term Deals
    • Fewer Processes in Multi-process HRO Deals
    • Best-of-the-Breed Concept Gains Strength
    • Multi-Country Presence of Vendors
    • Asia-Pacific: Center of Attraction
    • Talent Acquisition, Effective Alignment of Skills & Processes
      • Talent Retention: An Equally Important Task
    • Rising Significance of Analytics
    • HR Portal: The Latest Trend
    • Migration to the Cloud
    • Self-Service: An Option for Mobile Workforce

    8. KNOWLEDGE PROCESS OUTSOURCING

    • Knowledge-Intensive Companies Foster Demand for KPO Services
    • KPO Industry Fights the Recession
    • Implications of Depreciating Rupee on the KPO Industry
    • India: The Leader in KPO Marketplace
    • BFSI Research and Analytics Services
    • Legal Research and Legal Process Services
    • Publishing Services
    • BPO Providers Look to Extend Presence into KPO Sector
    • Shift towards Value Creation - The Only Way Out
    • Supplier Glut Imminent
    • KPO Companies Focus on Productivity
    • Future Looks Bright for Analytics Outsourcing Market

    9. PROCUREMENT BPO

    • Introduction
    • Key Demand Generators
    • Year 2010: A Review
    • Multi-Process Procurement BPO: An Overview
    • Growing Significance of Procurement Function
    • Future Opportunities: An Increasingly Strategic Role for PO
    • Clients Look for New Business Models
    • Relevance of Procurement Outsourcing for Large Businesses
    • Challenges Confronting PO Vendors
    • Leading Players
    • Market Leaders & Challengers in the Global Procurement Outsourcing Market
    • Player Strategies
    • Logistics BPO

    10. COMPETITIVE LANDSCAPE

    • BPO Industry: Competitive Scenario
    • Consolidation Activity Intensifies
    • Leading Players

    11. SERVICE OVERVIEW

    • Introduction
    • Vertical Vs Horizontal BPO
    • Vertical BPO
    • Horizontal BPO
    • Onsite, Offsite and Offshore BPO Models
    • Onsite Business Process Outsourcing
    • Offsite Business Process Outsourcing
    • Offshore Business Process Outsourcing
    • BPO Business Models
    • Types of BPO Structures
    • Common Services Offered by BPO Providers
    • Customer Support Services
    • Technical Support Services
    • Employee IT Help-desk Services
    • Telemarketing Services
    • Insurance Processing
    • Data Conversion Services
    • Data Entry Services
    • Planning for BPO
    • Why Outsource to Third World Countries?
    • The BPO Advantage
    • How is BPO Different from ASP?
    • Platform BPO
      • Platform BPO Vs Traditional BPO
      • Advantages of Platform BPO
      • Challenges Facing Platform BPO

    12. REVIEW OF SELECT END-USE MARKETS

    • Manufacturing Sector
    • Telecommunications Industry
    • Retail Sector
    • Banking, Insurance & Finance Services
      • Bookkeeping
      • Budgeting
      • Credit Card Processing
      • Financial Reporting
      • Financial Statements
      • General Ledger Maintenance
      • Bank Reconciliation Statement
      • Financial Analysis
      • Preparation of Tax Returns
      • Mortgage Processing Services
        • MPO Market: Recession & Beyond
    • Banking Sector
      • Business Case for Outsourcing in Banking Sector
    • Insurance
      • A Prelude
      • Industry on the Recovery Mode
      • Healthcare Insurance
    • Travel & Transportation Industry
    • Travel Services
    • Airline Industry
    • Logistics and Transportation
    • Healthcare Industry
    • Select Outsourced Services
      • Medical Billing Service
      • Medical Claims Filing
      • Medical Coding
      • Medical Transcription Outsourcing
    • Life Sciences Outsourcing
    • Complexities in Outsourcing of Healthcare Processes
    • A Fragmented Market
      • Leading Players in the Healthcare BPO Market
    • Government BPO
    • Construction

    13. SERVICE/PRODUCT LAUNCHES

    • Visionet Launches BPO Services
    • Capgemini Introduces New BPO Supply Chain Administration Services
    • Inspirage to Unveil Oracle-based BPO Service
    • TriZetto Group Expands BPO Services Portfolio
    • Broadridge Financial Solutions Unveils New BPO Services
    • Broadridge Financial Solutions Expands BPO Services
    • Infosys BPO Introduces Enhanced Sales and Fulfillment Outsourcing Services
    • NewlineNoosh Enhances Noosh
    • SOURCECORP Introduces Revenue Integrity and Risk Assessment Offering
    • TCS to Launch Platform-Based BPO
    • KUNNECT Unveils Call Center Solutions
    • ACS Introduces SyncHRO

    14. RECENT INDUSTRY ACTIVITY

    • IBM Acquires Emptoris to Extend Smarter Commerce Initiative
    • Infosys BPO Acquires Portland Group
    • ADP Acquires SHPS' Human Resource Solutions Subsidiary
    • ADP Acquires Ma Foi Consulting Solutions
    • Serco Acquires Intelenet
    • Randstad Holding Acquires SFN Group
    • Capgemini Takes Over VWA's Order to-Cash Business
    • EXL Takes Over Trumbull Services
    • Genpact Takes Over Headstrong Corporation
    • GameCorp to Takeover OC Communications
    • Serco Acquires Excelior
    • Pinnacle Acquires Provade
    • Vertex Group Takes Over Shell Transource
    • NCO Group Takes Over Protocol Global Solutions
    • Procontact Merges with Execom
    • ExlService Acquires Outsource Partners International
    • Xchanging to Acquire Two Businesses of Cambridge Solutions
    • Smartsalary Takes Over PBI Benefits Solutions
    • Phinma to Take Over BBI and Majority Stake in Fuld
    • Firstsource to Acquire Majority Share in Dialog Business Services
    • Itella Information Takes Over NewSource
    • HOV Services and SOURCECORP Complete Merger
    • Allus Global BPO Center Takes Over Contax Participacoes
    • Cambridge Solutions to Divest CISGI Operations
    • Mahindra Satyam BPO Renews Contract with NAVTEQ
    • CSC to Extend BPO Services to Asian Regions
    • Tata Power to Extend Rural BPO Center
    • Dialog Axiata to Form Joint Venture with Firstsource Solutions
    • RSA and Accenture Extend Agreement
    • HCL Technologies and Cforia Software Enter into Partnership
    • Accenture Extends BPO Agreement with Enbridge Gas Distribution
    • BNP Paribas and Accenture Enter into BPO Deal
    • Cognizant, Visma JV Wins Outsourcing Contract from Norway Post
    • Infosys BPO Announces Renewal of Contract with Alcoa GBS
    • McCamish Systems and Pegasystems Enter into Strategic Business Alliance
    • McCamish Inks Deal with Phoenix
    • inContact Enters into Partnership with Bayantel
    • Intelenet Establishes BPO Facility in Dubai
    • Apollo Hospitals to Sell Minority Interest in Apollo Health Street
    • Paxys Divests Stake in WNS Philippines
    • Wipro Sets Up Rural BPO Centre
    • TCS to Set Up BPO Center in Ahmedabad
    • Consolidated Gulf Commences BPO Services
    • DDD Commences Operations in Kenya
    • Accenture Receives Multi-Year Contract from CEVA Logistics
    • Capgemini and CA Technologies Enter into Partnership
    • Morris and NIIT Enter into Strategic Partnership
    • Intacct and AcctTwo Extend Partnership
    • MphasiS Enters into Strategic Partnership with Trintech
    • Frontline Consulting Services Enters into Agreement with Oracle
    • SPi Global Holdings to Establish New Facilities
    • Sitel to Setup New Call Center in Serbia
    • R R Donnelley Establishes BPO Facility in Colombo
    • Hinduja Global to Establish BPO Centres in Latin America and China
    • Blue Cross and Blue Shield of Minnesota and TMG Health Ink Agreement
    • Accenture Bags Three-Year Contract from Enel Energia
    • Marias and Insuresoft Enter into Partnership
    • Tech Mahindra Starts BPO Operations in Philippines
    • HEROtsc Sets Up Customer Support Center in Gurgaon
    • Capgemini Opens First BPO Center in Gurgaon
    • Stellar Global to Start Operations in Philippines
    • TeleTech Holdings to Expand Operations
    • HCL Signs Three Agreements in Banking, Media and Logistics Domains
    • C3i Opens New Operations Center in China
    • WNS to Establish Two Centers in India
    • Xerox Acquires ExcellerateHRO
    • Aon Merges with Hewitt Associates to Form Aon Hewitt
    • Xerox Takes Over TMS Health
    • Xerox Takes Over Spur Information Solutions
    • Accenture Acquires Business Process Outsourcing and Sourcing Services of Ariba
    • Tricom India to Take Over GTESS Corporation's Assets
    • Concentrix to Acquire e4e
    • iQor Holdings Acquires RMS
    • Aegis Acquires Actionline
    • Capgemini Brazil Takes Over Sonda Procwork Center
    • Sutherland Global Services Takes Over Adventity Global Services
    • Vertex and Shell Transource Enter into Joint Venture
    • Ferrari Financial Services Extends Agreement with Fiserv
    • CSC and Sunshine State Insurance Company Renew Service Contract
    • 3i Infotech Forms JV with Nigerian Firms to Establish BPO Center
    • Aamal Company Inks Partnership Agreement with ECCO Outsourcing
    • Accenture and Statoil Ink Contract
    • Bharti Zain Grants BPO Contract to Spanco, IBM and Tech Mahindra
    • Oracle Collaborates with ITC Infotech
    • Mahindra Satyam BPO and Direct Channel Holdings Enter into Partnership
    • Capgemini Signs Supply Chain BPO Agreement with Nokia Siemens Networks
    • Microsoft Inks Partnership Deal with arvato
    • EPIC Connections Enters into Partnership with inContact
    • Genpact Inks Partnership with MajescoMastek
    • Datamatics Partners with JSW to Setup Rural BPO
    • Swiss Re Signs Extension of BPO Contract with CSC
    • Tata Consultancy Services Establishes BPO Facility in Philippines
    • Patni Computer Systems Establishes New Delivery Center
    • MphasiS Establishes BPO Center in Raipur
    • Accentor and KF Shared Services Ink BPO Agreement
    • Dubai World Trade Centre Signs Long-Term BPO Agreement with IBM
    • Barclaycard and Firstsource Solutions Sign Partnership Agreement
    • Intelenet in Strategic Partnership with Barclays
    • Intelenet Bags Call Center Outsourcing Deal for UID Project
    • TriZetto Takes Over Tela Sourcing
    • Xerox Acquires ACS
    • Aditya Birla Minacs Takes Over Compass BPO
    • TriNet Group Takes Over Gevity
    • NorthgateArinso Acquires HR Management Unit of Convergys
    • Dibon BPO Takes Over ARO Inc.
    • Sykes Enterprises Acquires ICT Group
    • Genpact to Take Over Intelenet Global Services
    • Fusion BPO Merges with Centennial Marketing Group
    • VWA Merges with Aon
    • Apax Acquires Major Stake in Tivit
    • Ingenix to Take Over CareMedic Services
    • NTT to Buy Majority Stake in Emerio GlobeSoft
    • Aegis to Acquire Customer Service Centre from Sallie Mae
    • Avantha Group Acquires Pyramid Healthcare Solutions
    • ICICI Bank to Reduce Interest in Firstsource
    • AL Tamimi Enters into Joint Venture with Intelligroup
    • HCL BPO Forges Partnership with Talisma Corp
    • WNS Renews Agreement with Sabre Holdings
    • TechTeam Inks Agreement with Stefanini
    • DataCede Signs Agreement with MFX
    • Bristlecone Signs Agreement with SAP
    • CMS Cameron McKenna Inks Outsourcing Agreement with Integreon
    • Carter's Inks Web Commerce Services Agreement with PFSweb
    • UTV Inks Agreement with IBM
    • Aditro to Provide Outsourcing Services to Maersk
    • TechTeam Global Signs Contract with Orange Business Services
    • TCS Bags BPO and IT Contract from PADA
    • Mahindra Satyam Renews Contract with Glaxo SmithKline
    • Integreon Bags Contract from CMS Cameron McKenna
    • Genpact Inks Contract with Hikari Tsushin
    • BancTec and BMO Capital Markets Sign BPO Contract
    • Capgemini Extends BPO Contract with Syngenta
    • Hindustan Unilever Divests Remaining Share in Capgemini
    • State Auto Mutual Insurance Chooses BancTec
    • Reliance World Inks Agreement with Aryans
    • Infosys BPO Partners with CIMA for Training Programs
    • WNS Implements Oracle E-Business Suite for Minerals Technologies
    • Aegis' BPO Signs Contract with Vodafone Essar
    • Energizer Philippines to Establish BPO Facility
    • Essar Group to Set Up Technology Parks in India
    • Wipro Establishes New Facility in Melbourne
    • Patni Computer Systems Establishes New BPO Center in Texas
    • EXL to Establish BPO Facilities at Jaipur and Noida
    • Infosys Establishes Rural BPO Unit in Andhra Pradesh
    • Intelenet Establishes New Facility in Poland
    • NBAD Private Bank Deploys B-Source Master
    • Infosys Technologies to Establish BPO Center in Hyderabad
    • Infosys BPO to Start Centers in Europe
    • RuralShores Business Services to Establish BPO Centers
    • Xchanging to Establish BPO Center in Solan
    • Genpact to Establish Business Process Outsourcing Centers in Small Cities of India
    • Hinduja Unveils New Global Delivery Center in India
    • ABM to Expand Operations in Europe
    • Dell Services Acquires Perot Systems
    • EXL Acquires AmEx's Travel Services Captive
    • PLDT Takes Over LMS
    • Infosys BPO Acquires McCamish Systems
    • Aegis Takes Over CCN Group
    • HDFC Takes Over Stake in Rural BPO
    • ACS to Take Over Anix
    • Sequoia Acquires Stake in Eclerx
    • Essar Announces EITH Merger with Aegis
    • Ayala Corp. Acquires On-Site Sourcing
    • EXL Takes Over BPO Unit of Schneider Logistics
    • Fortify Takes Over UCA Services
    • H.I.G. Capital and Reprise Management Group Acquire NARS
    • Aegis BPO Acquires UCMS Group
    • Aegis Acquires Majority Stake in Ismart Timex
    • Stream Global Services Merges with EGS
    • Spice Televenture and Spanco Establish BPO JV
    • Trianz in Joint Venture Agreement with Vee Technologies
    • Ocwen Financial to Spin Off Shoot Ocwen Solutions
    • ACS to Snap Up e-Services Group International
    • JD Group Increases Stake in Blake Contact Center
    • Lovelace Health Inks BPO Agreement with TriZetto
    • RSA Extends BPO Agreement with Accenture
    • Haishi Invests in Join Innovation Technology
    • Essar Group to Invest in J&K
    • CDC Global Services to Expand BPO Operations
    • Achievo to Provide BPO Services in Japan
    • PRWT and Epitome to Provide Technology Enhanced BPO
    • Lam Research Renews Outsourcing Agreement with IBM
    • Wipro Collaborates with Oracle
    • WNS Inks Partnership Deal with Trintech Group
    • CSC in New Deal with Wilton Re
    • Accenture to Support Global Operations of Banco Santander
    • Kraft Foods Signs BPO Agreement with IBM
    • Samsung Signs Deal with InnerWorkings
    • ATCO I-Tek Signs Agreement with Wipro
    • Bantec Inks BPO Agreement with Exelon
    • RDA Inks Agreement with Arvato Print Management GmbH
    • Infosys BPO to Partner with Rural BPO Operators
    • Friends Provident Inks Contract with Wipro
    • Sitel to Provide BPO Services to Global Travel Management Company
    • Ceridian to Combine Multinational Business and HR Outsourcing Teams
    • Unitech Wireless BPO Contract to Genpact
    • Accenture Renews Outsourcing Contract with RSA
    • I-T Department Awards BPO Contract to Infosys
    • Scandinavian Airlines Awards Seven-Year Contract to Accenture
    • Idea Cellular Awards BPO Contract to Aditya Birla Minacs
    • Firstsource Signs Five-Year Agreement with Idea
    • Citigroup Awards BPO Contracts to Wipro
    • Tech Mahindra Bags Etisalat's BPO Contract
    • AmEx to Sell Portion of BPO Units
    • Inktel Direct Establishes Inktel Direct Government BPO Services
    • Perot Systems to Set Up More Facilities
    • Tesco to Expand its Bangalore Facility
    • Hinduja Global to Open New Delivery Centres in India
    • TCS Opens New Global Delivery Centre in Argentina
    • Tech Mahindra Sets Up Center of Excellence in UK
    • IGT Establishes Outsourcing Unit in Manila
    • Motif Sets Up Delivery Center in Costa Rica
    • FSL to Enter into BPO Market
    • Cognizant Expands Phoenix Operations
    • Tech Mahindra Opens New BPO Unit in Chandigarh
    • Amtex to Expand BPO Facility in India

    15. CORPORATE ACTIVITY IN THE RECENT PAST - A PERSPECTIVE BUILDER

    • Xchanging to Take Over Cambridge Solutions
    • Transcosmos Merges with Logicall
    • REcap to Purchase HOV Services
    • TCS Takes Over CGSL
    • KKR Takes Over Northgate
    • arvato Takes Over Qualytel Teleservices
    • HCL to Acquire CPS
    • Aegis Acquires Offshore Business of PeopleSupport
    • PriceWaterhouseCoopers India Takes Over ECS
    • Nomura Inks Acquisition Deal with Lehman Brothers
    • NCO Takes Over Outsourcing Solutions
    • Vista Acquires Cyborg from Hewitt
    • Idhasoft Takes Over Enterpulse
    • Foresters to Take Over BPO Unit of Unity Life
    • BPO Management Services Merges with Healthaxis
    • BankAm Plans Merger of Continuum Solutions with CIS
    • Serco Enters Indian BPO Sector
    • Omega to Expand India Operations
    • HTMT Global Solutions to Expand BPO Operations
    • H.I.G. Capital Divests Stream Holdings
    • Omidyar and UEF Invest for Comat Expansion
    • Zensar Enters into Agreement with Kotak
    • Quadrem Inks BPO Deal with SAP
    • SAP Invests INR10 Crore in Newgen
    • Hero MindMine Inks Agreement with BPO Certification Institute
    • NetSol Enters into Agreement with AJK Group
    • Medi-CareFirst Extends BPO Deal with CGI
    • Bharti Airtel Announces Restructuring of BPO Agreements
    • Wipro BPO to Offer Shared Services to AmBev
    • TRG Merges with Callworx
    • BancTec Acquires DocuData Solutions
    • Genpact Acquires Majority Stake in Citigroup
    • Aegis BPO Takes Over AOL Call Center
    • NCO Group Completes Acquisition of Outsourcing Solutions
    • IPVG to Acquire Majority Stake in Influent
    • Intelenet Takes Over Mauritian Company
    • SYNNEX Acquires New Age Electronics
    • IA Global to Take Over Shift Resources
    • Tricom Takes Over Apex Document Solutions
    • IA Global to Take Over Asia Premier
    • Accenture Acquires Gestalt
    • Affiliated Computer Services to Take Over CompIQ
    • Affiliated Computer Services Takes Over Communications Development
    • Accenture Inks Agreement to Take Over AddVal Technology
    • Global BPO Signs Agreement for Acquisition of Stream Holdings
    • HP Takes Over EDS
    • TechTeam Global Completes the Acquisition of Onvaio
    • Genpact and EXL to Acquire Majority Stake in Infovision
    • WNS Acquires Aviva BPO
    • Hewitt Announces Acquisition of LCG
    • Vista Equity Announces Acquisition of Cyborg
    • Cbay Acquires Majority Stake in MedQuist
    • Healthcare Investment to Acquire Stake in Apollo Health Street
    • Infosys Plans to Acquire Aptara
    • Intelenet Obtains Approval from SEBI to Acquire Remaining Stake in Sparsh
    • Tivit Completes Acquisition of Open Concept
    • 3iI Completes Acquisition of LFMS Majority Stake
    • WNS Takes Over Call 24/7
    • Nalanda Capital Takes Over 5.25% Stake in WNS
    • DPWN to Acquire Williams Lea
    • IPVG to Acquire Medium-Sized BPO Companies in Asia
    • Adventity Forms Joint Venture with Noor for Outsourcing Services
    • WNS and Advanced Contact Solutions Establish a Joint Venture Company
    • Genpact Inks Agreement with Ceridian
    • South West Water and Accenture Enter into Outsourcing Agreement
    • Eisai Inks Outsourcing Agreement with Accenture
    • BSNL Inks Contract with Convergys
    • BancTec Enters into Agreement with Large Insurance Provider
    • Accenture Enters into BPO Services Agreement with CNA Financial
    • CGI Enters into Ten-Year Contract with Magnolia Company
    • ACS Renews Contract with Weld County
    • Baltimore Gas Selects Accenture to Rollout Smart Energy Savers Program
    • The US Department of VA Selects EDS to Support Combat Veteran Call Center
    • Scripps Selects ADP for Providing BPO Services
    • TCS Bags Multi-Year IT Outsourcing Contract
    • TCS Subsidiary Receives Contract for BPO Services from Sun Life Financial
    • TeleTech Inks Multiyear Service Contract with JNET
    • TeleTech Enters into an Agreement with Global 100 Communications
    • StarTek Renews Agreement with a Communication Company
    • BPOMS Secure Contracts for ECM Outsourcing Solution
    • HP Bags a Long-Term Contract from Tribune Publishing
    • Capgemini Bags Major Outsourcing Contract from Unilever
    • ACS Receives a Supply Contract from CAQH
    • ADP to provide HR BPO Services to Sodexo
    • Convergys Enters into Agreement with a Financial Services Company
    • Convergys Enters into Contract with Avaya
    • CSC Wins Contract from Zurich Financial Services
    • CSC Signs BPO Contract with Wilton Re
    • CSC Enters into Contract with GSA
    • CSC Bags Contract from Eaton
    • Cambridge Bags the Australian State Government-run Project
    • TPI Facilitates US$1.5 Billion Transaction Between Capita and Prudential UK
    • TCS Renews Contract with Virgin Atlantic
    • Spherion and United Airlines Renew Contract for Recruitment Outsourcing
    • Harvard Pilgrim Extends Agreement with Perot Systems
    • DST Health and Independence Blue Cross Extend BPO Agreement
    • CGI Extends Contract with Oce North America
    • Stellar Renews BPO Contract with Simply Energy
    • PricewaterhouseCoopers Signs BPO Deal with Logica
    • Nineteen Hours IT to Expand BPO Operations in India
    • Spherion to Expand RPO Operations
    • ExlService Holding to Invest in Indian Operations
    • Genpact to Extend APO Business to Australia
    • SBPO to Expand GramIT, the Rural Back Office Vehicle
    • iGATE Sets Up Facility in Mexico
    • Tier Technologies Divests Government BPO Division
    • eTelecare to Open New Delivery center for BPO Services in Jacksonville
    • Infosys Sets up Mexican Subsidiary
    • Wipro Establishes New BPO Center
    • Cipher Dynamics Commences its Business Activity in India
    • OPI Sets Up Service Center in Delhi
    • Sundaram Finance BPO Unit Establishes New Facility in Madurai
    • Tata to Set-up Rural BPO Unit in Orissa
    • Bihar Establishes Rural BPO for Locals
    • HDFC Bank All Set to Establish a BPO Unit in Tirupati
    • Sutherland to Establish New Global Campus in Chennai
    • Wipro's BPO Unit Establishes Offices in China
    • Perot Systems to Establish Infrastructure, IT services and BPO Division in Coimbatore
    • Accenture Announces its Procurement BPO
    • Wipro Inaugurates a Global Service Management Center in Malaysia
    • Tata Chem Division Initiates a BPO Project
    • Tech Mahindra Plans to Diversify Customer Base
    • MphasiS Plans to Tap New Opportunities in India
    • Bacnotan Plans Investments in BPO
    • Stellar Forays into UK Business Process Outsourcing Market
    • Omega Healthcare Plans to Tap Opportunities in Patient Hospital Coding
    • Enlightened Announces its BPO Operations in Louisiana
    • Vertex Shifts Key Functions to Gurgaon
    • Spanco Plans Demerger of BPO Business
    • Genpact Ready to Enter Domestic BPO Market
    • ClientLogic Merges with SITEL
    • CGI Announces Merger of its Insurance Divisions
    • Accentia Acquires Three Healthcare BPOs in the US
    • Usha-Martin Acquires Converso
    • Ebix Announces Acquisition of JenQuest and Subsidiary,IDS
    • Apollo Acquires BPO Company- Zavata
    • Fuji Xerox Australia Takes Over KAZ's BPO Division
    • Integreon Takes Over CBF
    • Essar Takes Over Global Vantedge
    • TMF Takes Over Ernst & Young BPO Business
    • Aegis to Take Over Teletech
    • Satyam Takes Over Stake in BPO firm Nipuna
    • Hero Group Acquires Dalglen
    • Gallagher Acquires Cedar Hill
    • Allsec Takes Over Kingdom Builders
    • HOV Services to Acquire BPO Center
    • Integreon to Take Over BPO Firm in the US
    • Firstsource Solutions Completes BPM Acquisition
    • Cognizant Technology Takes Over marketRx
    • BPO Management Services Completes Blue Hill Data Services Acquisition
    • Firstsource Solutions Takes Over MedAssist Holding
    • Mirrus Systems Acquires AMSplus
    • Quatrro BPO Solutions Acquires Certain Assets of Preferred Financial Group
    • Spinnaker Management Group Completes Prosero Acquisition
    • Indecomm Global Completes Acquisition of US Recordings
    • Bhilwara Scribe Takes Over Benson Transcription Technologies
    • Genpact Completes Acquisition of Axis Risk Consulting
    • Advent International Completes Acquisition of Lloyds
    • The Sun Group Plans to Acquire Stake in Firstsource Solutions
    • Deloitte Consulting Completes Stake Acquisition of Mastek
    • SunGard Capital Completes Acquisition of Aceva Technologies
    • Equifax Completes Acquisition of TALX
    • Private Equity Firms Consortium Acquires Vertex Data
    • Ayala's Subsidiary Completes Acquisition of Affinity Express
    • NetFabric Holdings to Take Over Help Desk NOW
    • Tela Sourcing Takes Over HealthASPex Business Assets
    • Spherion to Acquire Technisource
    • Gevity Announces Acquisition of HRAmerica
    • ACS Announces Acquisition of Albion
    • THL Partners and FNF Acquires Ceridian
    • Convergys Acquires AOL Contact Center
    • RPG Acquires Stake in Zensar
    • Fujitsu Plans to Acquire Intelenet
    • Keane Enters into a JV with ZC Sterling to Introduce BestShoresSM
    • Zensar Forms IT and BPO Joint Venture with EZA
    • Adaptis Inks Partnership with Kaye-Smith
    • Adaptis Signs BPO Alliance with Clear Choice Health Plan
    • Quistor Collaborates with Oracle to Launch e-Learning BPO Platform
    • Effort BPO Collaborates with Asia Star Info to Establish BPO Centers in China
    • Accenture Signs Outsourcing Agreement with AIG
    • Accenture and Microsoft Enter into an Outsourcing Agreement
    • Accenture and BT Enter into an Outsourcing Agreement
    • Washington Gas Signs Agreement with Accenture
    • Accenture and United Utilities Enter Outsourcing Agreement
    • Tetra Pak Signs BPO Agreement with Capgemini
    • Capgemini Inks 5-Year BPO Contract with NXP
    • Convergys Inks Contract with Johnson & Johnson
    • Convergys and Fifth Third Bancorp Renews Contract
    • Convergys and Rosetta Stone Sign Contract
    • CGI Renews Agreement with The Commerce Group
    • ACS Renews Contract with PERSI
    • ACS Inks Deal with Safety-Kleen
    • Infosys Secures Contract from Philips
    • CSC Enters into a BPO Contract with UKvisas
    • CSC Secures a Contract from DHS to Develop IDDMP for USCIS
    • CSC Wins BPO Contract from Universal for Providing Banking Services
    • CSC Wins BPO Services Contract from Chubb
    • CSC Obtains an Eagle Task Order from USCIS
    • Hewitt Contracts with Rogers
    • Intelligroup Contracts with eXpertivity
    • TCS Contracts with Hawaiian Airlines
    • EDS Inks Agreement with Telekomunikacja
    • TCS Enters into an Agreement with Pichincha
    • Computer Sciences Enters Multi-Year BPO Agreement with Northstar
    • Convergys to Provide Marketing Research for a Global Financial Firm
    • Convergys Enters into Agreement with Telecom Egypt
    • Convergys Enters into Contract with Starbucks
    • Wipro Infocrossing Bags Outsourcing Deal from Missouri Health Net Division
    • CSC Expands Contract with John Hancock
    • Rabobank Extends BPO Contract with Unisys
    • CSC Extends Outsourcing Contract with Swiss Re
    • Sitel Plans Further Expansion in India
    • TeleTech Establishes New BPO Facility in South Africa
    • MphasiS Inaugurates Exclusive BPO Center for Idea Cellular
    • Infosys Extends BPO and IT Center in Czech Republic
    • Barclays Divests Stake in Indian BPO
    • Jay Shree Tea Plans to Sell its BPO Unit
    • Ninestars Begins BPO Business
    • Spanco Invests in Indian BPO Segment
    • FirstSource Receives Authorization from Financial Services Authority of UK

    16. FOCUS ON SELECT GLOBAL PLAYERS

    • Accenture Plc (Ireland)
    • Automatic Data Processing, Inc. (US)
    • Xerox Corporation (USA)
    • Aon Hewitt (USA)
    • Capgemini (France)
    • Capita Plc (UK)
    • Ceridian Corporation (USA)
    • CGI Group, Inc. (Canada)
    • Cognizant Technology Solutions Corporation (US)
    • Computer Sciences Corporation (USA)
    • Dell Services (USA)
    • EXLService Holding, Inc. (US)
    • Genpact Limited (India)
    • HP Enterprise Services (USA)
    • Infosys BPO Ltd. (India)
    • Intelligroup, Inc. (USA)
    • International Business Machines Corporation (US)
    • KARVY Global Services Limited (India)
    • Keane, Inc. (USA)
    • NorthgateArinso (UK)
    • Procurian, Inc. (USA)
    • Randstad Holding n.v. (Netherlands)
    • Serco Group, Plc (UK)
    • Intelenet Global Services Pvt. Ltd. (India)
    • StarTek, Inc. (USA)
    • Steria (France)
    • Syntel, Inc. (US)
    • Tata Consultancy Services Limited (India)
    • TriNet Group, Inc. (USA)
    • Wipro Limited (India)
    • WNS (Holdings) Limited (India)

    17. GLOBAL MARKET PERSPECTIVE

      • Table 7: World Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 8: World Historic Review for Business Process Outsourcing by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 9: World 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
    • By Horizontal Segment
      • Table 10: World Recent Past, Current and Future Analysis for Finance & Accounting Outsourcing by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 11: World Historic Review for Finance & Accounting Outsourcing by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 12: World 15-Year Perspective for Finance & Accounting Outsourcing by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 13: World Recent Past, Current and Future Analysis for Customer Services Outsourcing by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 14: World Historic Review for Customer Services Outsourcing by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 15: World 15-Year Perspective for Customer Services Outsourcing by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 16: World Recent Past, Current and Future Analysis for HR Outsourcing by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018(includes corresponding Graph/Chart)
      • Table 17: World Historic Review for HR Outsourcing by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 18: World 15-Year Perspective for HR Outsourcing by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018(includes corresponding Graph/Chart)
      • Table 19: World Recent Past, Current and Future Analysis for KPO by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 20: World Historic Review for KPO by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 21: World 15-Year Perspective for KPO by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 22: World Recent Past, Current and Future Analysis for Procurement Outsourcing by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 23: World Historic Review for Procurement Outsourcing by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 24: World 15-Year Perspective for Procurement Outsourcing by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
    • By End-Use Segment
      • Table 25: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Manufacturing Industry by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 26: World Historic Review for Business Process Outsourcing in Manufacturing Industry by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 27: World 15-Year Perspective Business Process Outsourcing in Manufacturing Industry by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 28: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 29: World Historic Review for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 30: World 15-Year Perspective Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 31: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 32: World Historic Review for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 33: World 15-Year Perspective Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 34: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Retail Industry by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 35: World Historic Review for Business Process Outsourcing in Retail Industry by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 36: World 15-Year Perspective Business Process Outsourcing in Retail Industry by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 37: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Other* End-Use Sectors by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 38: World Historic Review for Business Process Outsourcing in Other* End-Use Sectors by Geographic Region - US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 39: World 15-Year Perspective Business Process Outsourcing in Other* End-Use Sectors by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

    III. MARKET

    1. THE UNITED STATES

    • A. Market Analysis
      • Outlook
      • Impact of Recession in Retrospect
        • Nearshore Strategy Gains Strength
      • Impact of Protectionist Policies
      • Shift Away from Cost Containment Outsourcing Strategy
      • HR Outsourcing -A Highly Lucrative Segment
      • The Offshoring Advantage
        • Indian BPOs Set Up Onshore Service Centers in US
      • Offshoring Challenges
      • Procurement BPO Market
      • Bank Outsourcing Market
      • Residential Mortgage Outsourcing Market
      • Healthcare BPO Market
        • Effect of Outsourcing on Medicaid
      • Service/Product Launches
      • Strategic Corporate Developments
      • Key Players
    • B. Market Analytics
      • Table 40: US Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 41: US Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 42: US 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 43: US Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 44: US Historic Review for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 45: US 15-Year Perspective for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

    2. CANADA

    • A. Market Analysis
      • Outlook
      • HR Outsourcing: On an Upswing
      • Strategic Corporate Developments
    • B. Market Analytics
      • Table 46: Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 47: Canadian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 48: Canadian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 49: Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 50: Canadian Historic Review for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 51: Canadian 15-Year Perspective for Business Process Outsourcing by End-Use Segment - Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

    3. EUROPE

    • A. Market Analysis
      • Outlook
      • Market Snapshots
      • Western Europe BPO Market
      • Continental Europe Warms Up to BPO
    • B. Market Analytics
      • Table 52: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - France, Germany, Italy, UK and Rest of Europe Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 53: European Historic Review for Business Process Outsourcing by Geographic Region - France, Germany, Italy, UK and Rest of Europe Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 54: European 15-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Revenues for France, Germany, Italy, UK and Rest of Europe for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 55: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 56: European Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 57: European 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 58: European Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 59: European Historic Review for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 60: European 15-Year Perspective for Business Process Outsourcing by End-Use Segment - Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

    3a. FRANCE

    • A. Market Analysis
      • Outlook
      • Strategic Corporate Developments
      • Key Players
    • B. Market Analytics
      • Table 61: French Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 62: French Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 63: French 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 64: French Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 65: French Historic Review for Business Process Outsourcing by End-Use Segment- Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 66: French 15-Year Perspective for Business Process Outsourcing by End-Use Segment - Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2003, 2010 and 2017 (includes corresponding Graph/Chart)

    3b. GERMANY

    • A. Market Analysis
      • Outlook
      • A Leading European BPO Market
      • Table 67: German BPO Market by Segment (2009): Percentage Share Breakdown of Revenues for Front Office, Middle Office, and Back Office (includes corresponding Graph/Chart)
      • Strategic Corporate Developments
    • B. Market Analytics
      • Table 68: German Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2009 through 2017 (includes corresponding Graph/Chart)
      • Table 69: German Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 70: German 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 71: German Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 72: German Historic Review for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 73: German 15-Year Perspective for Business Process Outsourcing by End-Use Segment - Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

    3c. ITALY

    • A. Market Analysis
      • Outlook
      • Financial Services Outsourcing in Italy: An Overview
      • Strategic Corporate Developments
    • B. Market Analytics
      • Table 74: Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 75: Italian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 76: Italian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 77: Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 78: Italian Historic Review for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 79: Italian 15-Year Perspective for Business Process Outsourcing by End-Use Segment - Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

    3d. THE UNITED KINGDOM

    • A. Market Analysis
      • Outlook
      • A Quick Primer
      • Table 80: UK BPO Market (2010): Percentage Share Breakdown of Revenues for Private Sector and Public Sector (includes corresponding Graph/Chart)
      • Recession & the BPO Industry
      • UK Outsourcing Companies Move Overseas
      • Government Institutions to Drive BPO Market
      • Competitive Landscape
      • Table 81: Leading Players in UK BPO Services Market (2011): Percentage Share Breakdown of Revenues for Capita, Accenture, Xerox/ACS, HP Enterprise Services, Xchanging, and Others (includes corresponding Graph/Chart)
      • Strategic Corporate Developments
      • Key Players
    • B. Market Analytics
      • Table 82: UK Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 83: UK Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 84: UK 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 85: UK Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2009 through 2017 (includes corresponding Graph/Chart)
      • Table 86: UK Historic Review for Business Process Outsourcing by End-Use Segment- Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 87: UK 15-Year Perspective for Business Process Outsourcing by End-Use Segment - Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

    3e. REST OF EUROPE

    • A. Market Analysis
      • Outlook
      • Eastern and Central Europe
      • Czech Republic
        • Call Centers
        • Shared Service Centers
      • Russia
      • Poland
      • Strategic Corporate Developments
      • Key Players
    • B. Market Analytics
      • Table 88: Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 89: Rest of Europe Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 90: Rest of Europe 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 91: Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 92: Rest of Europe Historic Review for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 93: Rest of Europe 15-Year Perspective for Business Process Outsourcing by End-Use Segment - Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2003, 2010 and 2017 (includes corresponding Graph/Chart)

    4. ASIA-PACIFIC

    • A. Market Analysis
      • Outlook
      • Asia-Pacific Market for BPO: A Primer
      • HR Outsourcing to Expand
      • Growing Prospects in SMB Segment
      • India - A Key Global Destination for Outsourcing
        • Recession Slows Down Growth
        • On the Road to Recovery
        • Depreciating Rupee: Boon or Bane?
        • The Changing Role of Indian BPOs
        • Role of Captive BPOs
        • Financial Services Market - A Vital BPO Vertical
        • Human Resource Outsourcing in India
        • Exports Dominate India's BPO Revenues
      • Table 94: Indian BPO Market (FY2008-FY2010): Percentage Share Breakdown of Revenues for Domestic BPO and Exports (includes corresponding Graph/Chart)
        • Export Market Continues to Offer Growth Prospects
        • Domestic BPO Market Offers Growth Potential
        • Rural BPO Concept Strengthens
        • SMEs: Potential for Growth
        • Focus Shifts to Smaller Towns and Cities
        • Tier-II and Tier III Cities to Gain Prominence
        • New Destinations Look to Dent India's Share
        • KPO Industry Gains Efficiency
        • Recession, Attrition, Currency Appreciation Affect Growth
        • Emerging Competition Fails to Affect India's Dominance
        • India Vis-a-vis Other Global Destinations in KPO Market
      • Table 95: Attractiveness of Various Offshore Destinations in the Global KPO Market
        • Global KPO Market by Segment - India Vs Other Offshore Destinations
        • Recession Fuels Growth in Few KPO Segments
        • Segment Analysis
      • Table 96: Indian KPO Market (2011): Percentage Share Breakdown of Revenues by Service Segment - Data Management, Search and Analytics; Contract Research and Biotech; Engineering Design; Remote Education and Publishing; Animation and Gaming Services; Banking, Securities and Insurance Research; and Others (includes corresponding Graph/Chart)
        • Vendors Look to Strengthen Presence in KPO
        • Analytics Outsourcing Providers Move towards Sophisticated Segments
        • Valuation Advisory/Services: A New Area of Opportunity for Indian KPOs
        • Outsourcing & the Real Estate Industry
        • Major Challenges Confronting India's BPO Industry
        • Attrition - The Bane of Indian BPO Sector
        • Lack of Employability: A Cause of Concern
        • Rising Salaries Affect India's Edge as a Cost Competitive Destination
        • Talent Shortage Drives BPOs towards Global Delivery Model
        • BPO Vendor Landscape in India
      • Table 97: India-Centric BPO Providers as % of Top 20 Providers (2008) (includes corresponding Graph/Chart)
        • India Centric BPO Providers - Breakdown by Vertical Industry
        • India-Centric BPO Providers: Breakdown by Product/Service Offerings
        • BPO Service Providers in India (2010): Landscape by BPO Revenues
        • BPO Industry Focuses on Inorganic Growth Strategy
        • Major Acquisitions in 2010
      • The Philippines BPO Market
        • Impact of Recession
        • BPO Industry's Shift Up the Value Chain
        • Government Efforts to Promote BPO
        • Real Estate Sector Benefits from the Boom in BPO Industry
        • Next Wave Cities to Spur Growth
      • China
        • China Looks to Strengthen Presence in Global BPO Industry
        • Outsourcing of Back Office Functions
        • HR Outsourcing in China
      • Table 98: Chinese HRO Market by Region (2010): Percentage Share Breakdown for Shanghai, Beijing, Guangdong, and Others (includes corresponding Graph/Chart)
      • Table 99: Market Share of Leading Players in the Chinese HRO Market (2010) (includes corresponding Graph/Chart)
      • Malaysia
      • Singapore
      • Thailand
      • Sri Lanka: A Emerging BPO Destination
      • Service/Product Launches
      • Strategic Corporate Developments
      • Key Players
    • B. Market Analytics
      • Table 100: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 101: Asia-Pacific Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 102: Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 103: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 104: Asia-Pacific Historic Review for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 105: Asia-Pacific 15-Year Perspective for Business Process Outsourcing by End-Use Segment - Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

    5. REST OF WORLD

    • A. Market Analysis
      • Outlook
      • Latin America as a Global Delivery Location
      • Argentina
      • Brazil
      • Chile
      • Colombia
      • El Salvador
      • Mexico
      • Panama
      • Uruguay
      • Israel
      • Africa
        • Egypt: An Emerging Market
        • South Africa
        • Outlook
        • Telecom Industry Deregulation - A Major Step Towards Rapid BPO Market Growth
        • South Africa to Gain as Global Companies Look to Minimize Risks
        • Tanzania: An Emerging Outsourcing Destination in East Africa
        • BPO Industry in Central America
        • Strategic Corporate Developments
    • B. Market Analytics
      • Table 106: Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 107: Rest of World Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 108: Rest of World 15-Year Perspective for Business Process Outsourcing by Horizontal Segment - Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)
      • Table 109: Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart)
      • Table 110: Rest of World Historic Review for Business Process Outsourcing by End-Use Segment - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart)
      • Table 111: Rest of World 15-Year Perspective for Business Process Outsourcing by End-Use Segment - Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart)

    IV. COMPETITIVE LANDSCAPE

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