Introduction

The third-party contact center spend grew steadily at ~7% in 2013 to reach US$70-75 billion. In the mature, highly fragmented, and competitive CCO market, organic growth is primarily driven by penetration of nascent buyer geographies and industries. Rising buyer maturity has promoted the demand for services that target business outcomes rather than offer simple labor arbitrage. Also, buyers want solutions that meet their industry-specific needs. Service providers are, therefore, increasingly targeting emerging CCO markets, armed with a suite of industry-specific solutions and value-added offerings, including social media and customer analytics.

In this study, we focus on CCO outsourcing segment to analyze the following:

• CCO service provider landscape overview
• CCO PEAK Matrix 2014
• Key insights on PEAK Matrix dimensions
• Emerging service provider trends

Scope of analysis

• More than 1,000 CCO deals signed as of December 2013
• Global coverage across all major languages, geographies, channels, and industries
• Coverage across 20+ CCO service providers including, Aegis, Alorica, CGI, EGS, EXL, Firstsource, Genpact, HCL, HGS, HP, Infosys, Minacs, Serco, Sitel, Sutherland Global Services, TCS, Tech Mahindra, Teleperformance, Transcom, Wipro, Webhelp UK, 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 emerging service provider trends, 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. Though the CCO market is currently dominated by CCO specialists, other players are aggressively building scale
• The CCO market is fairly competitive, with leading service providers varying across geographies and industries
• Everest Group classifies 20+ CCO service providers on the Everest Group Performance | Experience | Ability | Knowledge (PEAK) Matrix into three categories of Leaders, Major Contenders, and Emerging Players. The PEAK Matrix is a framework to assess the relative market success and overall capability of service providers
• The PEAK Matrix Leaders, Major Contenders, and Emerging Players were compared to identify differentiating strategy and operational capability across the dimensions of market success, scale, scope, technology, delivery footprint, and buyer satisfaction
• To build a competitive advantage in a crowded CCO market, service providers are building presence in nascent buyer geographies, adopting Social media, Mobility, Analytics, and Cloud (SMAC) solutions, establishing customer experience labs, popularizing multi-channel solutions, and developing industry-specific solutions

Everest Group has a complimentary four-page PEAK Matrix preview document for this service provider landscape report.