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Market Research Report

Contact Center Outsourcing Market in the APAC Region 2015-2019

Published by TechNavio (Infiniti Research Ltd.) Product code 324485
Published Content info 67 Pages
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Contact Center Outsourcing Market in the APAC Region 2015-2019
Published: February 11, 2015 Content info: 67 Pages
Description

About Contact Center Outsourcing

Contact centers act as a central point in an enterprise from where all customer contacts are managed. They play a prominent role within an enterprise's broad customer management strategies. Currently, contact centers are adopting new technologies to perform multichannel operations. This results in better customer experience and enables customer expectations to be met with advanced level of interaction. Companies are outsourcing their contact center functions to third-party service providers. It helps client firms to increase their operational efficiency, enhance the customer experience, concentrate on their core competencies, reduce time-to-market, obtain access to fresh talent and experience along with latest technologies, and build an organization with an economical cost structure in the long run.

TechNavio's analysts forecast the Contact Center Outsourcing market in the APAC region to grow at a CAGR of 11.76 percent over the period 2014-2019.

Covered in this Report

This report covers the present scenario and the growth prospects of the Contact Center Outsourcing market in the APAC region for the period 2015-2019.

TechNavio's report, the Contact Center Outsourcing Market in APAC Region 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. It covers the landscape of the Contact Center Outsourcing market in the APAC region and its growth prospects in the future. It provides a detailed discussion of the key vendors operating in this market.

Key Vendors

  • HP
  • IBM
  • Sitel
  • Teleperformance

Other Prominent Vendors

  • [24]7
  • Alorica
  • CGS
  • Convergys
  • Genesys
  • Genpact
  • HGS
  • Infomedia Nusantara
  • NTT Solco
  • Salmat
  • Scicom
  • Sykes
  • Teletech
  • Transcosmos
  • VADS
  • VXI
  • West
  • WNS
  • Xerox

Key Market Driver

  • Growing Need for Cost Reduction
  • For a full, detailed list, view our report

Key Market Challenge

  • Emergence of Other Contact Center Outsourcing Locations
  • For a full, detailed list, view our report

Key Market Trend

  • Emerging Interest from SMBs
  • For a full, detailed list, view our report

Key Questions Answered in this Report

  • What will the market size be in 2018 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?
Table of Contents
Product Code: IRTNTR5241

Table of Contents

01. Executive Summary

02. List of Abbreviations

03. Scope of the Report

  • 03.1. Market Overview
  • 03.2. Solutions Offerings

04. Market Research Methodology

  • 04.1. Market Research Process
  • 04.2. Research Methodology

05. Introduction

06. Market Landscape

  • 06.1. Market Overview
  • 06.2. Market Size and Forecast
  • 06.3. Five Forces Analysis

07. Market Segmentation by End-users

  • 07.1. Contact Center Outsourcing Market in APAC by End-users, 2014

08. Buying Criteria

09. Market Growth Drivers

10. Drivers and their Impact

11. Market Challenges

12. Impact of Drivers and Challenges

13. Market Trends

14. Trends and their Impact

15. Vendor Landscape

  • 15.1. Key Vendors, 2014
  • 15.2. Other Prominent Vendors
    • 15.2.1. [24]7
    • 15.2.2. Alorica
    • 15.2.3. CGS
    • 15.2.4. Convergys
    • 15.2.5. Genpact
    • 15.2.6. HGS
    • 15.2.7. Infomedia Nusantara
    • 15.2.8. NTT Solco
    • 15.2.9. Salmat
    • 15.2.10. Scicom
    • 15.2.11. Sykes
    • 15.2.12. West

16. Key Vendor Analysis

  • 16.1. IBM
    • 16.1.1. Key Facts
    • 16.1.2. Business Description
    • 16.1.3. Business Segmentation
    • 16.1.4. Revenue Segmentation by Business Segment
    • 16.1.5. Revenue Segmentation by Business Operation
    • 16.1.6. Revenue Comparison of Business Segments 2012 and 2013
    • 16.1.7. Revenue Segmentation by Geography
    • 16.1.8. Business Strategy
    • 16.1.9. Key Developments
    • 16.1.10. SWOT Analysis
  • 16.2. HP
    • 16.2.1. Key Facts
    • 16.2.2. Business Overview
    • 16.2.3. Business Segmentation by Revenue 2013
    • 16.2.4. Business Segmentation by Revenue 2012 and 2013
    • 16.2.5. Geographical Segmentation by Revenue 2013
    • 16.2.6. Business Strategy
    • 16.2.7. Recent Developments
    • 16.2.8. SWOT Analysis
  • 16.3. Teleperformance
    • 16.3.1. Key Facts
    • 16.3.2. Business Overview
    • 16.3.3. Revenue Segmentation by Program Type 2013
    • 16.3.4. Segmentation by Program Type 2012 and 2013
    • 16.3.5. Geographical Segmentation by Revenue 2013
    • 16.3.6. Business Segmentation by Sector 2013
    • 16.3.7. Recent Developments
    • 16.3.8. SWOT Analysis
  • 16.4. Sitel
    • 16.4.1. Key Facts
    • 16.4.2. Business Overview
    • 16.4.3. Geographical Segmentation by Revenue 2013
    • 16.4.4. Business Strategy
    • 16.4.5. Recent Developments
    • 16.4.6. SWOT Analysis

17. Other Reports in this Series

List of Exhibits

  • Exhibit 1: Market Research Methodology
  • Exhibit 2: Forms of Contact Center Outsourcing
  • Exhibit 3: Contact Center Outsourcing Market in APAC 2014-2019 (US$ billion)
  • Exhibit 4: Contact Center Outsourcing Market in APAC by End-users, 2014
  • Exhibit 5: IBM: Business Segmentation
  • Exhibit 6: IBM: Revenue Segmentation by Business 2013
  • Exhibit 7: IBM: Revenue Segmentation 2013
  • Exhibit 8: IBM: Revenue Comparison of Business Segments 2012 and 2013 (US$ million)
  • Exhibit 9: IBM: Revenue Segmentation by Geography 2013
  • Exhibit 10: HP: Business Segmentation by Revenue 2013
  • Exhibit 11: HP: Business Segmentation by Revenue 2012 and 2013 (US$ million)
  • Exhibit 12: HP: Geographical Segmentation by Revenue 2013
  • Exhibit 13: Teleperformance: Revenue Segmentation by Program Type 2013
  • Exhibit 14: Teleperformance: Segmentation by Program Type 2012 and 2013 (US$ million)
  • Exhibit 15: Teleperformance: Geographical Segmentation by Revenue 2013
  • Exhibit 16: Teleperformance: Business Segmentation by Sector 2013
  • Exhibit 17: Sitel: Geographical Segmentation by Revenue 2013
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