Introduction Specific cities in nearshore UK (Scotland, Northern Ireland, and Ireland) are witnessing growing interest as delivery locations for contact center services, especially in order to serve UK clients. Cultural affinity and time-zone similarity with UK, availability of skilled talent pool, low risk profile, coupled with cost savings makes these locations attractive options. This report provides in-depth assessment of seven key cities in the region, focusing on labor pool (both entry level and experienced), contact center outsourcing market, operating cost, market activity, and risk analysis. The report will aid buyers and service providers in understanding the opportunities and challenges offered by these locations for delivery of contact center services. Scope and methodology The focus of this report is contact center services delivery from nearshore UK locations across in-house centers and third-party service providers The report includes analysis of seven key cities in nearshore UK: Dublin, Cork, Limerick, Glasgow, Edinburgh, Belfast, and Londonderry/Derry Key dimensions of analysis include – contact center outsourcing market, labor pool, operating cost, market activity, and risk analysis The report leverages multiple sources of information – Everest Group’s proprietary databases (global in-house centers, service providers, market activity, cost, and labor pool), extensive advisory experience in supporting clients with location optimization decisions, and inputs from global services stakeholders and industry experts Contents The report provides detailed information and analysis of the contact center services delivery landscape in nearshore UK and is structured along the following sections: Summary and implications for buyers and service providers Market overview of the nearshore UK contact center services delivery industry Contact center outsourcing market in this region Assessment of key cities on parameters such as talent pool, market activity, operating cost, and risk Relative attractiveness of locations and associated trade-offs

Background of the study The global CCO market grew at ~5% in 2014 to reach US$70-75 billion, with deal activity on a steady growth path in the last four to five years. The year 2014 witnessed lower renewal rates as buyers looked beyond service performance and expected service providers to successfully manage changing business needs. Buyers are cautious and tend to start with a smaller scope at the beginning of an engagement that grows over time, as depicted by bigger sizes of the renewed contracts. The changing landscape of buyer requirements has had an impact on the solution characteristics that exist in the CCO market currently – higher onshore delivery, increased adoption of multi-channel solutions, emphasis on value-added services, and targeted investments to drive innovation through technology. In this study, we focus on CCO outsourcing segment to analyze the following: The CCO service provider landscape overview The CCO PEAK Matrix 2015 Key insights into PEAK Matrix dimensions Service provider comments Scope of analysis More than 1,000 CCO deals signed, as of December 2014 Global coverage across all major languages, geographies, channels, and industries Coverage across 25+ CCO service providers including, Aegis, Alorica, Atento, CGI, Concentrix, Contax, Convergys, Dell, EXL, Firstsource, Genpact, HCL, HGS, HP, Infosys, Minacs, Serco, Sitel, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Teleperformance, TeleTech, Transcom, Webhelp, Wipro, WNS, and Xerox Content This report examines the global CCO service provider landscape and its impact on the CCO market. It focuses on service provider positioning in the CCO market, changing market dynamics, and assessment of service provider delivery capabilities. Some of the findings in this report are: CCO service providers can be divided into three categories – CCO specialists, BPO pure-plays, and IT+BPO players. In 2014, BPO pure-plays and CCO specialists experienced faster growth, compared to IT+BPO players Though most of the service providers are present across geographies, no player holds a dominant position in all the markets. Similarly, apart from Teleperformance, no other service provider is a leading player across the industries Everest Group classifies 25+ CCO service providers on the Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix into three categories of Leaders, Major Contenders, and Aspirants. The PEAK Matrix is a framework to assess the relative market success and overall capability of service providers Leaders: Concentrix, Convergys, Sitel, Teleperformance, TeleTech, and Xerox Major Contenders: Aegis, Alorica, Atento, Contax, Dell, Firstsource, Genpact, HGS, HP, Minacs, Serco, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Transcom, Webhelp, Wipro, and WNS Aspirants: CGI, EXL, HCL, and Infosys Based on the relative YoY movement of each service provider, Everest Group identified six service providers as the “2015 CCO Market Star Performers” – Genpact, HCL, Sutherland Global Services, Teleperformance, Webhelp, and Wipro The PEAK Matrix Leaders, Major Contenders, and Aspirants were compared to identify differentiating strategy and operational capability across the dimensions of market success, scale, scope, technology solutions & innovation, delivery footprint, and buyer satisfaction Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report.

The CCO service provider compendium provides accurate, comprehensive, and fact-based snapshots of 20+ service providers in the CCO market. The study provides a detailed five-page profile of each CCO service provider assessed, which captures a comprehensive picture of their scale of operations, recent developments & investments, technology solutions, and delivery locations. The report also provides insights into the global CCO service provider landscape. In addition to this, each profile provides the positioning of the service provider on the Everest Group PEAK Matrix with an insightful analysis of its capabilities. This compendium of profiles tracks 20+ CCO service providers including Aegis, Alorica, CGI, Concentrix, Dell, EXL, Firstsource, Genpact, HCL, HGS, HP, Infosys, Minacs, Serco, Sitel, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Teleperformance, TeleTech, Webhelp, Wipro, WNS, and Xerox. Contents Each service provider profile captures the following CCO-specific details: CCO scale of operations: This includes key CCO leaders, CCO service suite, CCO FTEs, and recent developments Global CCO delivery locations: This includes details about the key delivery locations across the world CCO client portfolio: This includes number of clients, major clients, and CCO revenue split by geography and industry CCO investments: This includes overview of the key investments made in building CCO capabilities in the last few years Detailed assessment of CCO capabilities: This includes market success & delivery capability assessment and overall remarks on the capabilities of the service providers The objective of this compendium is to provide key stakeholders a snapshot of the offerings and capabilities of the 20+ major CCO service providers. While providers will be able to benchmark their areas of strength and those of development vis-à-vis other service providers in the marketplace, buyers and potential buyers of CCO will be able to assess the service providers in context of the desired set of capabilities.

Executive Summary With the value proposition of Contact Center Outsourcing (CCO) moving primarily from cost containment to focus on business outcomes as well, service providers and buyers have started exploring more sophisticated pricing models. Buyers expect service providers to put skin in the game-share some risks. Due to this market shift there is growing interest in the outcome-based pricing model – i.e., a model where the service provider fees is based upon achieving certain pre-assigned business outcomes. This study draws insights from Everest Group’s existing research and combines it with recent service provider and buyer interactions to answer the following questions: What is the current adoption trend for outcome-based pricing model within CCO? What factors are driving increased adoption of outcome-based pricing within CCO? What are the key considerations to keep in mind while implementing an outcome-based pricing structure?

Introduction The world of contact center outsourcing (CCO) continues to be a hotbed of activity as service providers respond to the pressures of a changing value proposition. Most of the investments made by CCO service providers in past 24 months and planned for next 12 months are focused on offering more digital services to buyers, and shifting focus from the traditional contact center outsourcing value proposition of cost containment to providing unparalleled customer experience. The CCO market has reached an overall size of US$75-78 billion globally, having posted a moderate growth of 4% in 2015. Contact centers are evolving at a rapid pace primarily due to technological innovations as well as changing customer needs. From a solution perspective, CCO market is observing a shift towards digital enablement leading to higher leverage of analytics, RPA, and multi-channel solutions. This study assesses the contact center outsourcing capabilities of different service providers (CCO specialists, BPO pure-plays, and IT+BPO players) and evaluates their positioning on the Everest Group PEAK Matrix. In this research, we focus on different aspects of the CCO market: Relative positioning of 34 service providers on the Everest Group PEAK Matrix for CCO Analysis of service providers’ market shares Key strengths and development areas for service providers Scope of analysis Contact center outsourcing offered by CCO-focused specialists, BPO pure-plays, or IT+BPO service providers Coverage across all major industries and functional areas Coverage across 34 CCO service providers, including Aegis, Alorica, Atento, Capita, CGI, Concentrix, Conduit Global, Convergys, Contax, Dell, EGS, EXL, Firstsource, Genpact, HCL, Hexaware, HGS, HPE, Infosys, Intelenet, Knoah Solutions, Minacs, Sitel, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Teleperformance, TeleTech, Transcom, Webhelp, Wipro, WNS, and Xerox Content This report examines the service provider landscape for contact center outsourcing and provides insights into the global contact center outsourcing market. It focuses on service provider position & growth in the market and assessment of service provider delivery capabilities. Some of the findings in the report are: Everest Group classifies 34 CCO service providers on Everest Group’s proprietary PEAK Matrix framework into: Leaders: Alorica, Concentrix, Convergys, Sitel, Sutherland Global Services, Teleperformance, TeleTech, and Xerox Major Contenders: Aegis, Atento, Capita, Contax, Dell, EGS, EXL, Firstsource, Genpact, HCL, HGS, HPE, Intelenet, Minacs, Sykes, TCS, Tech Mahindra, Transcom, Webhelp, Wipro, and WNS Emerging Players: CGI, Conduit Global, Hexaware, Infosys, and Knoah Solutions Alorica, EXL, Sutherland Global Services, Wipro, and WNS have been identified as Star Performers on the CCO PEAK Matrix Teleperformance and Convergys are the two largest CCO service providers by revenue CCO specialists dominate the market, with nine specialists declaring revenue in excess of US$1 billion Teleperformance is the only player to hold major presence across all geographies and also across major industries Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report.

CCO market has witnessed an increase in onshoring activity over the past few years, mainly driven by changing buyer preferences to employ agents closer to customers in order to increase satisfaction. As demand for onshoring increases, the cost of ownership becomes high and buyers are looking for alternative solutions that could reduce the costs without impacting the customer experience.   The Work-At-Home-Agent model (WAHA) was once considered as an alternative to offshoring, and not to mention risky, because of security and operational challenges faced by service providers. With the evolution of recent technological advancements over time, WAHA has emerged as an attractive option through which buyers can significantly reduce cost of operation and also increase the service quality. Today, the growth of WAHA seems to be real and it has emerged as a viable alternative to contain onshoring costs. This study draws insights from Everest Group’s existing research and combines it with recent service provider and buyer interactions to answer the following questions: What factors are driving WAHA adoption within CCO? Which industries, processes, and channels have shown greater adoption so far and why? What are the key tenets of WAHA delivery framework? What is the service provider landscape for WAHA service offerings? What are the key considerations buyers must keep in mind while deciding the role of WAHA model in their contact center strategy?

Contact centers across the world are moving into the digital era with focus on enhanced customer experience in a multi-channel environment. This industry-wide change has led to service providers changing their value proposition from traditional FTE-based business to technology enabled solutions such as automation and analytics in order to stay relevant. With the market going through a period of transition, the global CCO market grew at a rate of 4% in 2015 to reach US$75-78 billion. The changing landscape of the buyer requirements and evolving consumer needs for multi-channel digital experience has had an impact on the solution characteristics that exist in the CCO market currently – higher onshore delivery, multi-channel solutions, technology, automation solutions, value-added services, technology, and pricing model. Scope of analysis Database of 2500+ CCO contracts; it does not include shared services or Global In-House centers (GICs) Coverage across 25+ CCO service providers including, Aegis, Alorica, CGI, Concentrix, Conduit Global, Dell, EGS, EXL, Firstsource, Genpact, HCL, Hexaware, HGS, HPE, Infosys, Intelenet, Knoah Solutions, Minacs, Sitel, Sutherland Global Services, TCS, Tech Mahindra, Teleperformance, TeleTech, Transcom Worldwide, Wipro, Webhelp, WNS, and Xerox Content This report will assist key stakeholders (buyers, service providers, and technology providers) understand the changing dynamics of the CCO market and help them identify the trends and outlook for 2016-2017. In this backdrop, the report provides comprehensive coverage of the global CCO market including detailed analysis of the market size & growth, buyer adoption trends, CCO value proposition & solution characteristics, and service provider landscape. Some of the findings are: The global contact center spend stands at US$ 300-320 billion, of which third-party outsourcing accounts for ~25% Buyers’ expectation from service providers have expanded beyond cost containment and implementation to focus on pro-activeness, providing better insights, and innovation Onshoring activity continued to increase in 2015 as buyers increased their focus on improving service quality and prefer agents close to customers The adoption of multi-channel contracts is increasing with greater inclusion of chat and social media to address the evolving customer need for an integrated digital experience While the CCO specialists dominate the market, they have recorded the slowest growth in recent years. BPO pure-plays have witnessed higher growth driven by their focus on innovation, analytics, and multi-channel services Technology is the leading investment theme in CCO, followed by scale. Enabler technologies accounted for about half of the reported investments in 2014-2015, with analytics, automation, and multi-channel tools being the major areas of investments

Introduction The CCO service provider compendium provides accurate, comprehensive, and fact-based snapshots of 25+ service providers in the CCO market. The study provides a detailed five-page profile of each CCO service provider assessed, which captures a comprehensive picture of their scale of operations, recent developments & investments, technology solutions, and delivery locations. The report also provides insights into the global CCO service provider landscape. In addition, each profile provides the positioning of the service provider on the Everest Group PEAK Matrix with an insightful analysis of its capabilities. This compendium of profiles tracks 25+ CCO service providers including Aegis, Alorica, CGI, Concentrix, Conduit Global, Contax, Dell Services, EGS, EXL, Firstsource, Genpact, HCL, Hexaware, HGS, HPE, Infosys, Intelenet, Knoah Solutions, Minacs, Sitel, Sutherland Global Services, TCS, Tech Mahindra, Teleperformance, TeleTech, Transcom, Webhelp, Wipro, WNS, and Xerox Contents Each service provider profile provides the following CCO-specific details: CCO scale of operations: This includes key CCO leaders, CCO service suite, CCO FTEs, and recent developments Global CCO delivery locations: This includes detail of key delivery locations across the world CCO client portfolio: This includes number of clients, major clients, and CCO revenue split by geography and industry CCO investments: This includes overview of the key investments made in building CCO capabilities in the last few years Detailed assessment of CCO capabilities: This includes market success & delivery capability assessment and overall remarks on the capabilities of the service providers The objective of this compendium is to provide key stakeholders a snapshot of the offerings and capabilities of the 25+ major CCO service providers. While providers will be able to benchmark their areas of strength and those of development vis-à-vis other service providers in the marketplace, buyers and potential buyers of CCO will be able to assess the service providers with desired set of capabilities.

Automation is emerging as one of the disruptive forces in the CCO market, which is set to change the operating models of key stakeholders in the industry. The role and scope of contact centers have widened on account of increasing expectations from the new-generation customers to connect with brands at the time and through the channel of their choice, and for notably enhanced consumer experience. To embrace this change, CCO clients are actively looking for new technologies that would enable them to achieve balance between cost-to-serve and customer experience. They often turn to their CCO providers to help them navigate these new waters. Today, breakthrough innovations in automation-enabling technologies such as machine learning and natural language processing have generated significant interest in CCO to address the evolving complexities in the customer experience landscape and create differentiation. In order to thrive in this disruptive change, service providers are under pressure to evolve their capabilities in assisting buyers to identify strategic opportunities around automation. This study draws insights from Everest Group’s existing research and combines them with recent service provider and buyer interactions to deep dive into automation adoption in CCO, analysing the current scenario and implications for stakeholders. The key topics discussed in the study include: Evolution of Service Delivery Automation (SDA) in CCO market Types of available CCO automation solutions and benefits Automation adoption drivers, challenges, and use cases Service delivery landscape for SDA in CCO Impact and implications for CCO service providers CCO buyer considerations Membership(s) Contact Center Outsourcing

The healthcare Contact Center Outsourcing (CCO) market continued its growth trajectory at 8-10% in 2015-2016, above the market rate of the global CCO market, to reach an overall size of US$7.0-7.5 billion. Over the last two years, consumerism has increased within the healthcare industry, which has given rise to the need for year-round healthcare support. This is expected to be a core driver of future growth in the global healthcare CCO market. The CCO service providers are also looking at diversifying their buyer portfolios of healthcare CCO clients. To this, they have added more pharmaceuticals and life sciences players. These new clients are looking to leverage the expertise of CCO service providers to enhance their customer service quality. Service providers recognize this growth opportunity and are building relevant delivery capabilities to ensure long term success, rather than limiting themselves to short term gains. In this research, we analyze the healthcare CCO market across the following dimensions: Market overview and buyer adoption trends Service provider landscape Healthcare CCO PEAK Matrix 2017 Key insights on the PEAK Matrix dimensions Scope of analysis More than 2,500 CCO deals signed as of December 2013 Global coverage across all major languages, geographies, channels, and industries Coverage across 13 CCO service providers including Aegis, Alorica, Concentrix, Conduent, Conduit Global, Convergys, Dell, HGS, iQor, Sutherland Global Services, Teleperformance, TeleTech, and Wipro Content This report provides an overview of the CCO market for the healthcare industry. It provides insights into market size & growth, buyer adoption & scope trends, service provider landscape, service provider positioning on the Everest Group PEAK Matrix, and an assessment of the service provider delivery capabilities. Some of the findings in this report are: The global healthcare CCO market currently stands at US$7.0-7.5 billion in revenue, and it grew at 8-10% CAGR in the last 12-18 months Healthcare payers contribute to the highest volumes and revenue in the industry, however new growth is being driven by other segments in the market such as pharmaceuticals, healthcare providers, and medical devices Voice remains the most preferred channel for healthcare CCO, driven by demographics constituting older generation consumers and the urgency of information involved while seeking healthcare support CCO service providers for the healthcare industry can be divided into three categories – CCO specialists, BPO pure-plays, and IT+BPO players Everest Group’s PEAK Matrix categorizes CCO service providers for healthcare into Leaders, Major Contenders, and Aspirants based on their market success and overall MSP delivery capability Based on Everest Group’s 2017 CCO PEAK Matrix for healthcare, the 13 established service providers evaluated are segmented into three categories: Leaders: Alorica, Conduent, and Teleperformance Major Contenders: Concentrix, Convergys, Dell, HGS, iQor, Sutherland Global Services, TeleTech, and Wipro Aspirants: Aegis and Conduit Global The PEAK Matrix Leaders, Major Contenders, and Aspirants were compared to identify differentiating strategy and operational capability across the dimensions of market success, scale, scope, technology, and delivery footprint Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report. Membership(s) Contact Center Outsourcing