Contact Center Outsourcing Annual Report 2017 – Disruption is Here: The End of Contact Centers as We Know Them

With increasing focus on technology adoption and uncertainty in the market due to geopolitical factors, CCO industry grew at a slow rate of ~3% in 2016 to reach US$78-80 billion. The market is witnessing a shift in the role of service providers globally, from managing contact center operations, to becoming strategic partners helping buyers transform their customer experience. This shift has also necessitated a change in the engagement model from traditional, reactive partnerships to consultative approach where providers collaborate with buyers to tailor innovative solutions. Further, the requirement to manage customer experience services is leading to an evolution of traditional CCO solution characteristics – omnichannel engagement, platform-agnostic disruptive technologies, pricing model that focuses on tangible business outcomes. With buyers and providers becoming more mature and coming to terms with the disruptions, the market is expected to rebound and grow at 4% by 2020.

Scope

  • Database of over 2,500 CCO contracts; does not include shared services or Global In-House Centers (GICs)
  • Coverage across over 35 CCO service providers including, Aegis, Alorica, Arvato, Atento, Capita, CGI, Concentrix, Conduent, Conduit Global, Contax, Convergys, DXC Technology, EXL, Firstsource, Genpact, HCL, Hexaware, HGS, Infosys, Intelenet, Knoah Solutions, NTT Data, Sitel, SPiCRM, Startek, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Teleperformance, TeleTech, Transcom, VXI, Wipro, Webhelp, and WNS

Contents

This report will assist key stakeholders (buyers, service providers, and technology providers) understand the changing dynamics of the CCO market and help them identify the trends and outlook for 2017-2018. In this backdrop, the report provides comprehensive coverage of the global CCO market including detailed analysis of the market size & growth, buyer adoption trends, CCO value proposition & solution characteristics, and service provider landscape. Some of the findings are:

  • The global contact center spend stands at US$310-335, of which third-party outsourcing accounts for ~25%
  • Multi-region contract signings continue to increase as buyers look to consolidate their service provider portfolio across regions
  • The delivery model is leaning towards balanced shoring, as providers look to achieve optimum balance between onshore and offshore delivery
  • Technology investments in predictive and prescriptive analytics have risen significantly in the last couple of years
  • CCO specialists have witnessed flat growth in 2016. IT + BPO players grew at the maximum rate due to their investments in analytics and automation
  • Enabler technology comprised most of CCO-related investments, amounting to half of the total investments. Analytics, automation, and multi-channel tools formed the bulk of enabler technology investments

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