IDC has released a new report providing a thorough vendor assessment of the highly competitive market for comprehensive customer care business process outsourcing (BPO), leveraging the IDC MarketScape model. IDC MarketScape reports utilize a rigorous scoring methodology that produces a definitive assessment of each vendor’s current market capabilities and strategies for competing in the future.
The new report, IDC MarketScape: Comprehensive Customer Care BPO, 2010 Vendor Analysis The Guns of August (IDC #224612), looks at a set of players at the leading edge of the customer care BPO services competitive landscape. Based on recent developments in the customer care services market at a time of great economic flux, IDC selected sixteen companies to be benchmarked and profiled in this study: Aegis, Accenture Customer Contact BPO, ACS, APAC, CGS, Convergys, HP Enterprise Services CRM, IBM CRM, NCO, Sitel, StarTek, Stream Global Services, Sykes, TeleTech, Teleperformance, and West.
The IDC MarketScape methodology placed Teleperformance in the “Leaders” category with a number of providers close behind as “Major Players.” The study makes the case that the most important competitive factors in this market are: leadership, size and global reach, strong financials, as well as solid sales, distribution, portfolio and growth strategies, and an eye toward technology’s role in the future of customer care.
“Providers of outsourced customer care face an array of difficulties in today’s economy,” said Stephen Loynd, global program manager, Contact Center Services at IDC. “A tough battle lies ahead, and if words like stalemate and slog best describe the challenging state of the comprehensive
Source:-http://www.echannelline.com/usa/brief.cfm?item=17739
