New IDC MarketScape Provides a Vendor Assessment of the Worldwide Customer
Care BPO Market for 2013
FRAMINGHAM, Mass. -- April 24, 2013
International Data Corporation (IDC) has published a new vendor assessment
profiling the leading providers in the worldwide customer care business
process outsourcing (BPO) market. The MarketScape report found that Aegis,
IBM, Teleperformance, and West Corporation are Leaders in the customer care
BPO market for 2013.
"The customer care BPO market has reached a high level of maturity, yet the
dynamics of customer interactions are causing a fundamental shift in the
demand for and delivery of these services," said Melissa O'Brien, research
analyst, Customer Care BPO Services. "The dynamic changes in the way that
customers connect with companies, in particular via mobile and social,
combined with companies' newly focused look at customer experience are pushing
customer care BPO providers to move deeper into their clients' operations and
have a greater impact on their business."
The other vendors considered as part of this IDC MarketScape analysis are
Alorica, APAC, Computer Generated Solutions, Inc. (CGS), Convergys, Hewlett
Packard, Sitel, Stream Global Services, Sykes, TeleTech, and Xerox.
IDC believes the four pillars comprising the 3rd Platform – Big Data and
analytics, Cloud, Mobile, and Social – will have a fundamental impact on
customer care processes and in advancing how customer care BPO services are
delivered in the coming years. Customer care BPO providers should be aware of
the above trends and ensure that they are making the appropriate investments
to complement their portfolios so that they can lead customers on the journey
to customer experience modernization.
The report, IDC MarketScape: Worldwide Customer Care BPO Vendor Assessment
2013 (IDC #240710) represents a vendor assessment of the customer care BPO
market through the IDC MarketScape model. Extensive buyer input was used to
generate this research, including phone interviews of the participating
vendors' clients, totaling 31 buyer interviews. This assessment discusses both
quantitative and qualitative characteristics that explain a vendor's success
in this market. With a focus on the market in the United States, the
evaluation is based on a comprehensive and rigorous framework that assesses
vendors relative to the criteria and one another and highlights the factors
expected to be the most influential for success in the market in both the
short term and the long term.
About IDC MarketScapes
IDC MarketScape vendor analysis model is designed to provide an overview of
the competitive fitness of IT, telecommunications, or industry-specific
suppliers in a given market. The research methodology utilizes a rigorous
scoring methodology based on both qualitative and quantitative criteria that
results in a single graphical illustration of each vendor’s position within a
given market. IDC MarketScape provides a clear framework in which the product
and service offerings, capabilities and strategies, and current and future
market success factors of IT, telecommunications, or industry-specific vendors
can be meaningfully compared. The framework also provides technology buyers
with a transparent foundation to allow companies to independently compare the
strengths and weaknesses of current and prospective vendors.
For more information about IDC MarketScape, please contact Karen Moser at
International Data Corporation (IDC) is the premier global provider of market
intelligence, advisory services, and events for the information technology,
telecommunications, and consumer technology markets. IDC helps IT
professionals, business executives, and the investment community to make
fact-based decisions on technology purchases and business strategy. More than
1,000 IDC analysts provide global, regional, and local expertise on technology
and industry opportunities and trends in over 110 countries. For more than 49
years, IDC has provided strategic insights to help our clients achieve their
key business objectives. IDC is a subsidiary of IDG, the world's leading
technology media, research, and events company. You can learn more about IDC
by visiting www.idc.com.
All product and company names may be trademarks or registered trademarks of
their respective holders.
Melissa O'Brien, 508-935-4683
Michael Shirer, 508-935-4200
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