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Market Research Report

Worldwide and U.S. Business Process Outsourcing Services Forecast, 2019-2023

Published by IDC Product code 240680
Published Content info 18 Pages
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Worldwide and U.S. Business Process Outsourcing Services Forecast, 2019-2023
Published: April 30, 2019 Content info: 18 Pages
Description

This IDC study updates the analysis presented in Worldwide and U.S. Business Process Outsourcing Services Forecast, 2018-2022 (IDC #US42631018, May 2018) and provides a forecast of spending (customer expenditures) for the 2019-2023 period as well as key changes from the prior forecast, an analysis of industry and market trends, key market drivers and inhibitors, and significant market developments."The worldwide BPO market is mature, competitive, and well served by a number of providers, especially in areas such as customer care, human resources, and finance and accounting where growth continues to slowdown. There is an increasing expectation to drive rapid transformation across processes, and automation remains one of the big stories there. Providers are starting to cannibalize their own revenue to provide automation services, like RPA in areas such as finance and accounting, to their clients. Embedding artificial intelligence (AI) into business processes to aid agents through nonprescribed paths (as compared with RPA uses), chatbots, and conversational AI applications/virtual agents will also continue to evolve and mature," says Ali Close, research manager of Finance and Accounting, Supply Chain, and Business Analytics BPO Services.

Table of Contents
Product Code: US43778119

IDC Market Forecast Figure

Executive Summary

Advice for Technology Suppliers

Market Forecast

  • Worldwide BPO Services Spending Forecast by Region
  • Worldwide BPO Services Spending Forecast by Horizontal
  • U.S. BPO Services Spending Forecast by Horizontal

Market Context

  • Drivers and Inhibitors
    • Drivers
      • Operational Excellence
      • Optimizing Financial Management
    • Inhibitors
      • New Skills Requirement
  • Significant Market Developments
    • Provider Investment Strategies
    • Key Buyer Trends
  • Changes from Prior Forecast

Market Definition

  • Business Process Outsourcing
  • Key Horizontal Business Process Outsourcing Services
    • Human Resources Business Process Outsourcing Services
    • Procurement Business Process Outsourcing Services
    • Finance and Accounting Business Process Outsourcing Services
      • Exceptions and Exclusions
    • Customer Care Business Process Outsourcing Services

Methodology

Related Research

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