Offshore, nearshore, and onshore locations play a critical role in delivery to the UK and Ireland. Over the last few years, demand from UK- and Ireland-based enterprises has increased significantly across IT, voice BPS, non-voice BPS, and digital services. This report provides a detailed assessment of locations (globally) supporting demand from the UK and Ireland region. This report takes a close look at the current landscape of key offshore, nearshore, and onshore locations being leveraged by UK- and Ireland-based enterprises to support service delivery. The report provides a detailed assessment of these delivery locations in terms of their value proposition from a cost-talent-risk perspective. The report also aims to assist enterprises in shortlisting delivery locations by evaluating factors such as maturity (by function/process), regulatory changes, technology trends, and impact of Brexit on sourcing strategy of companies. Scope Information Technology, non-voice BPS, and voice BPS (contact center) services (including digital services) delivery from global in-house centers as well as third-party service providers to UK and Ireland-based enterprises Global locations in the study include London, Manchester, Dublin, Glasgow, Belfast, Cape Town, Bucharest, Krakow, Warsaw, Prague, Budapest, Delhi/NCR, Bangalore, and Metro Manila. London is used as a baseline location for comparison of operating cost Assessment of the above-mentioned cities for delivery to the UK and Ireland across the following dimensions – operating cost, entry-level talent availability, experienced resources, skills, risks, and maturity Contents This report shares Everest Group’s perspective on global locations as a source/delivery geography for the UK- and Ireland-based enterprises. Key topics covered are: Market overview of global services demand from UK and Ireland – size and segmentation Major locations delivering global services to UK and Ireland Detailed assessment of value proposition (including cost, talent, market activity, risk, and maturity) of leading locations delivering to the UK and Ireland MAP Matrix™ of leading locations delivering services to the UK and Ireland Key trends likely to impact demand from the UK and Ireland Membership(s) Locations Insider™

The Brexit referendum, initiated in June 2016, saw the population of United Kingdom voting to exit the European Union. With several concerns raised by businesses in the aftermath, the contact center industry also found itself facing key questions related to impact on the business and future investment plans in United Kingdom and nearshore locations serving the location. Over the last one year, Brexit has also indirectly resulted in other developments that impact the contact center industry. To comprehend the situation better, Everest Group engaged in conversations with the top service providers, GICs, and buyers in United Kingdom to understand the impact of Brexit on their businesses in the last one year, and the potential outcomes that they are anticipating in the future once the process is complete. This report discusses the impact of Brexit on the UK contact center market including: Initial concerns faced by the contact center industry related to Brexit Impact of Brexit observed in the last one year on the contact center industry Other indirect challenges for the contact center industry created due to Brexit Anticipated impact of Brexit in the future Membership(s) Locations Insider™ Contact Center Outsourcing (CCO)

The United Kingdom voted to leave the European Union (EU) in the Brexit referendum held on June 23, 2016. The vote came as a shock to the global community, and even though some time has passed since then, future relations of the United Kingdom with the European Union and other nations are still mired in uncertainty. The UK government seems all set to stick to the earlier commitment of triggering Article 50 by March 2017, and starting the two-year negotiation process with the European Union EU to finalize the Brexit deal terms by 2019. Likely changes in the regulatory/policy and business environment could have a significant impact on the global services market and force companies to relook at their service delivery strategies. Although negotiations with the European Commission are yet to start, and the final shape of a post-exit Britain is uncertain, this paper analyzes the potential long term (post-Brexit) impact on the delivery locations strategy for companies. Membership (s) Locations Insider™