Webinar Deck: Contact Center Outsourcing (CCO): Still Young at Heart
30 Jan 2014
Contact Center Outsourcing: Still Young at Heart
The Contact Center Outsourcing (CCO) market may be large and fairly stable compared to other outsourcing markets, but in some ways it still resembles a much younger market.
Competition remains high among all segments of service providers, with the top 25 players representing only 38% of total spending. The market has also witnessed a string of acquisitions in the past couple of years – think Synnex-IBM, Convergys-Stream, Sykes-Alpine Access, and Webhelp Group-HEROtsc. These mostly follow along the trend of contact centers shifting from cost focus to value-added services and an expansion of solution capabilities.
This one-hour webinar explores the current state of the CCO market and how this mature market continues to evolve to capture rapidly emerging market opportunities.
Note: this report is from 2012. See our most recent R2R research report.
The Finance & Accounting (F&A) function comprises three end-to-end processes – Procure-to-Pay (P2P), Order-to-Cash (O2C), and Record-to-Report (R2R). This report focuses on…