Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2015

19 Aug 2015
by Sharang Sharma, Skand Bhargava

$2,999.00

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

PEAK Matrix

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.

 

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