Global Business Process Outsourcing (BPO) Industry
NEW YORK, Nov. 7, 2011 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:
Global Business Process Outsourcing (BPO) Industry
This report analyzes the worldwide markets for Business Process Outsourcing (BPO) in US$ Million by the following segments: Finance & Accounting, Customer Services, Others (Includes HR, Procurement, and KPO among Others). The market is also analyzed by the following end-use sectors: Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Includes Construction, Transportation, Travel, Healthcare, and Government among Others). The report provides separate comprehensive analytics for the US, Canada, Asia-Pacific, Europe, and Rest of World. Annual estimates and forecasts are provided for the period 2009 through 2017. Also, a six-year historic analysis is provided for these markets. The report profiles 357 companies including many key and niche players such as Accenture Plc, ACS, A Xerox Company, Aon Hewitt, Ceridian Corporation, CGI Group, Computer Sciences Corporation, Dell Services, HP Enterprise Services, Intelenet Global Services Pvt. Ltd., Intelligroup, Inc., KARVY Global Services Limited., Keane, Inc., NorthgateArinso, SFN Group, Inc., StarTek, Inc., Tata Consultancy Services Limited, and TriNet Group, Inc. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.
1. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS 1
Study Reliability and Reporting Limitations 1
Disclaimers 2
Data Interpretation & Reporting Level 2
Quantitative Techniques & Analytics 3
Product Definitions and Scope of Study 3
Horizontal Segment 4
Finance & Accounting 4
Customer Services 4
Others 4
End-Use Segments 5
Manufacturing 5
Banking, Insurance & Finance Services (BFSI) 6
Telecommunications & Technology 6
Retail 6
2. INDUSTRY OVERVIEW 8
Impact of Recession on Outsourcing Industry 8
BPO: Transforming Business Processes 10
Potential Opportunities in the BPO Sphere 10
Outsourcing of Comprehensive Processes Gains Momentum 11
Current and Future Analysis 11
Emerging Markets Spur Growth 11
Segment Analysis 11
BFSI: The Largest End-Use Segment 12
Opportunities from New Verticals & Businesses 13
Competition in the BPO Market 13
India 13
China 14
Malaysia 14
Czech Republic 14
Singapore 14
Philippines 15
Brazil 15
Canada 15
Poland 15
Egypt 16
3. REVIEW OF SELECT SERVICE SEGMENTS 17
Customer Care Services 17
Finance and Accounting Outsourcing 17
A Dynamic Segment 17
Snapshots 17
Recession Compels Strategy Change 18
Steady Growth Prospects 18
New Contracts & Renewals: Opportunities for Growth 18
Table 1: Number of Contracts in the F&A BPO Market (2006-
2010) (includes corresponding Graph/Chart) 19
Pricing Models of BPO Vendors 19
Traditional Pricing 20
Value-based Pricing 20
Outcomes-based Pricing 20
Changing Financial Services Sector to Influence BPO Vendor
Selection 20
Proposed Regulations to Affect Operations of Financial Companies 21
Competitive Landscape 21
HR Business Processes Outsourcing 21
A High-Profile Segment 21
Cost Reduction: Finding Favor Again in Difficult Times 22
Contract Renewals - On the Rise 22
Buyers to Adopt a Tighter Focus 23
Shrinking Deal Sizes 23
Emergence of Mid-Market 23
Demand for Newer & Innovative Platforms 23
Trend Towards Process Convergence 24
Transformation to Services TCO 24
Multiple-Process and Total HRO to Continue Growth 24
'Transformational-Transfer' & 'Component Based' Models Find
Acceptance 25
Logistics BPO 25
Procurement BPO Market 25
Key Demand Generators 25
Player Strategies 26
Major Challenges 26
Knowledge Process Outsourcing 27
4. MARKET DYNAMICS 28
BPO: Market Characteristics and Determinants 28
Factors Driving Growth 28
Changing Business Perspectives 28
Expansion into Established Segments 29
Multi-Process & Single Process BPO 29
SMEs and Mid-Markets: Potential for Growth 29
Nearshoring Finds Favor Among Businesses 30
Growing Significance of Value Addition 30
Platform BPO - A Key Driving Factor 30
Offshore BPO: Driving Cost-Effectiveness 31
Offshore Outsourcing of Call Centers 31
Predictive Dialing Improves Efficiency in Call Centers 31
Drive Towards Global Expansion 32
Advanced Technologies Come to the Aid of BPO Providers 32
The Importance of Impact Sourcing 33
Demand for BPOs that Bring About Transformational Change 33
Approaches/Models of Outsourcing 33
Sole Sourcing - A Model for Increasing Operational Efficiency 33
One-Stop-Shop for Comprehensive HR Outsourcing 34
Multi-Source Approach: Gains Strength 34
Benefits of Multi-Sourcing Approach 35
Challenges Facing Multi-Sourcing Strategy 35
5. SERVICE OVERVIEW 37
Introduction 37
Vertical Vs. Horizontal BPO 37
Vertical BPO 37
Horizontal BPO 38
Onsite, Offsite and Offshore BPO Models 39
Onsite Business Process Outsourcing 39
Offsite Business Process Outsourcing 39
Offshore Business Process Outsourcing 39
BPO Business Models 40
Common Services Offered by BPO Providers 41
Customer Support Services 41
Technical Support Services 41
Employee IT Help-desk Services 41
Telemarketing Services 42
Insurance Processing 42
Data Conversion Services 42
Data Entry Services 42
Planning for BPO 42
Why Outsource to Third World Countries? 43
The BPO Advantage 43
How is BPO Different from ASP? 43
Platform BPO 44
Platform BPO Vs Traditional BPO 44
Advantages of Platform BPO 44
Challenges Facing Platform BPO 45
HR BPO - Key Focus Area 45
Human Resources Outsourcing 45
HR Outsourcing Types 46
6. AN INSIGHT INTO SELECT END-USE MARKETS 49
Manufacturing Sector 49
Retail Sector 49
Banking, Insurance & Finance Services (BFSI) 50
Banking & Financial Services 50
Bookkeeping 50
Budgeting 50
Credit Card Processing 51
Financial Reporting 51
Financial Statements 51
General Ledger Maintenance 51
Bank Reconciliation Statement 52
Financial Analysis 52
Mortgage Processing Services 52
Preparation of Tax Returns 52
Insurance 53
Telecommunications Industry 53
Travel & Transportation Industry 54
Travel Services 54
Airline Industry 55
Logistics and Transportation 55
Healthcare Industry 56
Medical Billing Service 56
Medical Claims Filing 56
Medical Coding 56
Medical Transcription Outsourcing 57
Government BPO 57
Construction 57
7. SERVICE/PRODUCT LAUNCHES 58
Visionet Launches BPO Services 58
TriZetto Group Expands BPO Services Portfolio 58
Broadridge Financial Solutions Unveils New BPO Services 58
Broadridge Financial Solutions Expands BPO Services 59
Infosys BPO Introduces Enhanced Sales and Fulfillment
Outsourcing Services 59
NewlineNoosh Enhances Noosh 59
SOURCECORP Introduces Revenue Integrity and Risk Assessment
Offering 59
TCS to Launch Platform-Based BPO 60
KUNNECT Unveils Call Center Solutions 60
ACS Introduces SyncHRO 60
8. RECENT INDUSTRY ACTIVITY 61
Genpact Takes Over Headstrong 61
Serco Group to Acquire Intelenet Towers 61
Vertex Group Takes Over Shell Transource 61
NCO Group Takes Over Protocol Global Solutions 61
Procontact Merges with Execom 62
ExlService Acquires Outsource Partners International 62
Xchanging to Acquire Two Businesses of Cambridge Solutions 62
Smartsalary Takes Over PBI Benefits Solutions 62
Phinma to Take Over BBI and Majority Stake in Fuld 63
Firstsource to Acquire Majority Share in Dialog Business Services 63
Itella Information Takes Over NewSource 63
HOV Services and SOURCECORP Complete Merger 63
Allus Global BPO Center Takes Over Contax Participacoes 64
Tata Power to Extend Rural BPO Center 64
Dialog Axiata to Form Joint Venture with Firstsource Solutions 64
RSA and Accenture Extend Agreement 65
HCL Technologies and Cforia Software Enter into Partnership 65
Consolidated Gulf Commences BPO Services 66
DDD Commences Operations in Kenya 66
Accenture Receives Multi-Year Contract from CEVA Logistics 66
Capgemini and CA Technologies Enter into Partnership 67
Morris and NIIT Enter into Strategic Partnership 67
Intacct and AcctTwo Extend Partnership 67
MphasiS Enters into Strategic Partnership with Trintech 68
Frontline Consulting Services Enters into Agreement with Oracle 68
SPi Global Holdings to Establish New Facilities 69
Sitel to Setup New Call Center in Serbia 69
R R Donnelley Establishes BPO Facility in Colombo 69
Blue Cross and Blue Shield of Minnesota and TMG Health Ink
Agreement 69
Accenture Bags Three-Year Contract from Enel Energia 70
Marias and Insuresoft Enter into Partnership 70
Tech Mahindra Starts BPO Operations in Philippines 70
HEROtsc Sets Up Customer Support Center in Gurgaon 70
Capgemini Opens First BPO Center in Gurgaon 70
Stellar Global to Start Operations in Philippines 71
TeleTech Holdings to Expand Operations 71
HCL Signs Three Agreements in Banking, Media and Logistics
Domains 71
C3i Opens New Operations Center in China 71
WNS to Establish Two Centers in India 72
Aon Merges with Hewitt Associates to Form Aon Hewitt 72
Accenture Acquires Business Process Outsourcing and Sourcing
Services of Ariba 72
Tricom India to Take Over GTESS Corporation's Assets 72
Concentrix to Acquire e4e 73
iQor Holdings Acquires RMS 73
Aegis Acquires Actionline 73
Capgemini Brazil Takes Over Sonda Procwork Center 73
Sutherland Global Services Takes Over Adventity Global Services 74
Vertex and Shell Transource Enter into Joint Venture 74
Ferrari Financial Services Extends Agreement with Fiserv 74
CSC and Sunshine State Insurance Company Renew Service Contract 75
3i Infotech Forms JV with Nigerian Firms to Establish BPO Center 75
Aamal Company Inks Partnership Agreement with ECCO Outsourcing 76
Accenture and Statoil Ink Contract 76
Bharti Zain Grants BPO Contract to Spanco, IBM and Tech Mahindra 76
Oracle Collaborates with ITC Infotech 76
Mahindra Satyam BPO and Direct Channel Holdings Enter into
Partnership 77
Tata Consultancy Services Establishes BPO Facility in Philippines 77
Patni Computer Systems Establishes New Delivery Center 77
MphasiS Establishes BPO Center in Raipur 77
Accentor and KF Shared Services Ink BPO Agreement 78
Dubai World Trade Centre Signs Long-Term BPO Agreement with IBM 78
Barclaycard and Firstsource Solutions Sign Partnership Agreement 78
Intelenet in Strategic Partnership with Barclays 78
Intelenet Bags Call Center Outsourcing Deal for UID Project 79
TriZetto Takes Over Tela Sourcing 79
Xerox Acquires ACS 79
Aditya Birla Minacs Takes Over Compass BPO 79
TriNet Group Takes Over Gevity 79
NorthgateArinso Acquires HR Management Unit of Convergys 80
Dibon BPO Takes Over ARO Inc. 80
Sykes Enterprises Acquires ICT Group 80
Genpact to Take Over Intelenet Global Services 80
Fusion BPO Merges with Centennial Marketing Group 81
VWA Merges with Aon 81
Apax Acquires Major Stake in Tivit 81
Ingenix to Take Over CareMedic Services 82
NTT to Buy Majority Stake in Emerio GlobeSoft 82
Aegis to Acquire Customer Service Centre from Sallie Mae 82
Avantha Group Acquires Pyramid Healthcare Solutions 82
ICICI Bank to Reduce Interest in Firstsource 82
AL Tamimi Enters into Joint Venture with Intelligroup 82
HCL BPO Forges Partnership with Talisma Corp 83
WNS Renews Agreement with Sabre Holdings 83
TechTeam Inks Agreement with Stefanini 83
DataCede Signs Agreement with MFX 84
Bristlecone Signs Agreement with SAP 84
CMS Cameron McKenna Inks Outsourcing Agreement with Integreon 84
Carter's Inks Web Commerce Services Agreement with PFSweb 85
UTV Inks Agreement with IBM 85
Aditro to Provide Outsourcing Services to Maersk 85
TechTeam Global Signs Contract with Orange Business Services 86
TCS Bags BPO and IT Contract from PADA 86
Mahindra Satyam Renews Contract with GlaxoSmithKline 86
Integreon Bags Contract from CMS Cameron McKenna 86
Genpact Inks Contract with Hikari Tsushin 86
BancTec and BMO Capital Markets Sign BPO Contract 87
Capgemini Extends BPO Contract with Syngenta 87
Hindustan Unilever Divests Remaining Share in Capgemini 87
State Auto Mutual Insurance Chooses BancTec 88
Reliance World Inks Agreement with Aryans 88
Infosys BPO Partners with CIMA for Training Programs 88
WNS Implements Oracle E-Business Suite for Minerals Technologies 88
Aegis' BPO Signs Contract with Vodafone Essar 89
Energizer Philippines to Establish BPO Facility 89
Essar Group to Set Up Technology Parks in India 89
Wipro Establishes New Facility in Melbourne 89
Patni Computer Systems Establishes New BPO Center in Texas 89
EXL to Establish BPO Facilities at Jaipur and Noida 89
Infosys Establishes Rural BPO Unit in Andhra Pradesh 90
Intelenet Establishes New Facility in Poland 90
NBAD Private Bank Deploys B-Source Master 90
Infosys Technologies to Establish BPO Center in Hyderabad 90
Infosys BPO to Start Centers in Europe 91
RuralShores Business Services to Establish BPO Centers 91
Xchanging to Establish BPO Center in Solan 91
Genpact to Establish Business Process Outsourcing Centers in
Small Cities of India 91
Hinduja Unveils New Global Delivery Center in India 91
ABM to Expand Operations in Europe 91
Dell Services Acquires Perot Systems 92
EXL Acquires AmEx's Travel Services Captive 92
PLDT Takes Over LMS 92
Infosys BPO Acquires McCamish Systems 92
Aegis Takes Over CCN Group 93
HDFC Takes Over Stake in Rural BPO 93
ACS to Take Over Anix 93
Sequoia Acquires Stake in Eclerx 93
Essar Announces EITH Merger with Aegis 93
Ayala Corp. Acquires On-Site Sourcing 94
EXL Takes Over BPO Unit of Schneider Logistics 94
Fortify Takes Over UCA Services 94
H.I.G. Capital and Reprise Management Group Acquire NARS 94
Aegis BPO Acquires UCMS Group 94
Aegis Acquires Majority Stake in Ismart Timex 95
Stream Global Services Merges with EGS 95
Spice Televenture and Spanco Establish BPO JV 95
Trianz in Joint Venture Agreement with Vee Technologies 95
Ocwen Financial to Spin Off Shoot Ocwen Solutions 96
ACS to Snap Up e-Services Group International 96
JD Group Increases Stake in Blake Contact Center 96
Lovelace Health Inks BPO Agreement with TriZetto 96
RSA Extends BPO Agreement with Accenture 97
Haishi Invests in Join Innovation Technology 97
Essar Group to Invest in J&K 97
CDC Global Services to Expand BPO Operations 97
Achievo to Provide BPO Services in Japan 98
PRWT and Epitome to Provide Technology Enhanced BPO 98
Lam Research Renews Outsourcing Agreement with IBM 98
Wipro Collaborates with Oracle 98
WNS Inks Partnership Deal with Trintech Group 98
CSC in New Deal with Wilton Re 99
Accenture to Support Global Operations of Banco Santander 99
Kraft Foods Signs BPO Agreement with IBM 99
Samsung Signs Deal with InnerWorkings 99
ATCO I-Tek Signs Agreement with Wipro 99
Bantec Inks BPO Agreement with Exelon 100
RDA Inks Agreement with Arvato Print Management GmbH 100
Infosys BPO to Partner with Rural BPO Operators 100
Friends Provident Inks Contract with Wipro 100
Sitel to Provide BPO Services to Global Travel Management Company 100
Ceridian to Combine Multinational Business and HR Outsourcing
Teams 101
Unitech Wireless BPO Contract to Genpact 101
Accenture Renews Outsourcing Contract with RSA 101
I-T Department Awards BPO Contract to Infosys 101
Scandinavian Airlines Awards Seven-Year Contract to Accenture 102
Idea Cellular Awards BPO Contract to Aditya Birla Minacs 102
Firstsource Signs Five-Year Agreement with Idea 102
Citigroup Awards BPO Contracts to Wipro 102
Tech Mahindra Bags Etisalat's BPO Contract 102
AmEx to Sell Portion of BPO Units 102
Inktel Direct Establishes Inktel Direct Government BPO Services 103
Perot Systems to Set Up More Facilities 103
Tesco to Expand its Bangalore Facility 103
Hinduja Global to Open New Delivery Centres in India 103
TCS Opens New Global Delivery Centre in Argentina 103
Tech Mahindra Sets Up Center of Excellence in UK 103
IGT Establishes Outsourcing Unit in Manila 104
Motif Sets Up Delivery Center in Costa Rica 104
FSL to Enter into BPO Market 104
Cognizant Expands Phoenix Operations 104
Tech Mahindra Opens New BPO Unit in Chandigarh 104
Amtex to Expand BPO Facility in India 104
9. CORPORATE ACTIVITY IN THE RECENT PAST - A PERSPECTIVE BUILDER 105
Xchanging to Take Over Cambridge Solutions 105
Transcosmos Merges with Logicall 105
REcap to Purchase HOV Services 105
TCS Takes Over CGSL 105
KKR Takes Over Northgate 105
arvato Takes Over Qualytel Teleservices 106
HCL to Acquire CPS 106
Aegis Acquires Offshore Business of PeopleSupport 106
PriceWaterhouseCoopers India Takes Over ECS 106
Nomura Inks Acquisition Deal with Lehman Brothers 107
NCO Takes Over Outsourcing Solutions 107
Vista Acquires Cyborg from Hewitt 107
Idhasoft Takes Over Enterpulse 107
Foresters to Take Over BPO Unit of Unity Life 107
BPO Management Services Merges with Healthaxis 108
BankAm Plans Merger of Continuum Solutions with CIS 108
Serco Enters Indian BPO Sector 108
Omega to Expand India Operations 108
HTMT Global Solutions to Expand BPO Operations 108
H.I.G. Capital Divests Stream Holdings 108
Omidyar and UEF Invest for Comat Expansion 109
Zensar Enters into Agreement with Kotak 109
Quadrem Inks BPO Deal with SAP 109
SAP Invests INR10 Crore in Newgen 109
Hero MindMine Inks Agreement with BPO Certification Institute 109
NetSol Enters into Agreement with AJK Group 110
Medi-CareFirst Extends BPO Deal with CGI 110
Bharti Airtel Announces Restructuring of BPO Agreements 110
Wipro BPO to Offer Shared Services to AmBev 110
TRG Merges with Callworx 111
BancTec Acquires DocuData Solutions 111
Genpact Acquires Majority Stake in Citigroup 111
Aegis BPO Takes Over AOL Call Center 111
NCO Group Completes Acquisition of Outsourcing Solutions 112
IPVG to Acquire Majority Stake in Influent 112
Intelenet Takes Over Mauritian Company 112
SYNNEX Acquires New Age Electronics 112
IA Global to Take Over Shift Resources 112
Tricom Takes Over Apex Document Solutions 113
IA Global to Take Over Asia Premier 113
Accenture Acquires Gestalt 113
Affiliated Computer Services to Take Over CompIQ 114
Affiliated Computer Services Takes Over Communications
Development 114
Accenture Inks Agreement to Take Over AddVal Technology 114
Global BPO Signs Agreement for Acquisition of Stream Holdings 115
HP Takes Over EDS 115
TechTeam Global Completes the Acquisition of Onvaio 115
Genpact and EXL to Acquire Majority Stake in Infovision 116
WNS Acquires Aviva BPO 116
Hewitt Announces Acquisition of LCG 116
Vista Equity Announces Acquisition of Cyborg 117
Cbay Acquires Majority Stake in MedQuist 117
Healthcare Investment to Acquire Stake in Apollo Health Street 117
Infosys Plans to Acquire Aptara 118
Intelenet Obtains Approval from SEBI to Acquire Remaining
Stake in Sparsh 118
Tivit Completes Acquisition of Open Concept 118
3iI Completes Acquisition of LFMS Majority Stake 118
WNS Takes Over Call 24/7 118
Nalanda Capital Takes Over 5.25% Stake in WNS 119
DPWN to Acquire Williams Lea 119
IPVG to Acquire Medium-Sized BPO Companies in Asia 119
Adventity Forms Joint Venture with Noor for Outsourcing Services 120
WNS and Advanced Contact Solutions Establish a Joint Venture
Company 120
Genpact Inks Agreement with Ceridian 121
South West Water and Accenture Enter into Outsourcing Agreement 121
Eisai Inks Outsourcing Agreement with Accenture 121
BSNL Inks Contract with Convergys 121
BancTec Enters into Agreement with Large Insurance Provider 122
Accenture Enters into BPO Services Agreement with CNA Financial 122
CGI Enters into Ten-Year Contract with Magnolia Company 123
ACS Renews Contract with Weld County 123
Baltimore Gas Selects Accenture to Rollout Smart Energy Savers
Program 123
The US Department of VA Selects EDS to Support Combat Veteran
Call Center 123
Scripps Selects ADP for Providing BPO Services 124
TCS Bags Multi-Year IT Outsourcing Contract 124
TCS Subsidiary Receives Contract for BPO Services from Sun
Life Financial 124
TeleTech Inks Multiyear Service Contract with JNET 124
TeleTech Enters into an Agreement with Global 100 Communications 125
StarTek Renews Agreement with a Communication Company 125
BPOMS Secure Contracts for ECM Outsourcing Solution 126
HP Bags a Long-Term Contract from Tribune Publishing 126
Capgemini Bags Major Outsourcing Contract from Unilever 127
ACS Receives a Supply Contract from CAQH 127
ADP to provide HR BPO Services to Sodexo 128
Convergys Enters into Agreement with a Financial Services Company 128
Convergys Enters into Contract with Avaya 128
CSC Wins Contract from Zurich Financial Services 129
CSC Signs BPO Contract with Wilton Re 129
CSC Enters into Contract with GSA 129
CSC Bags Contract from Eaton 130
Cambridge Bags the Australian State Government-run Project 130
TPI Facilitates US$1.5 Billion Transaction Between Capita and
Prudential UK 130
TCS Renews Contract with Virgin Atlantic 131
Spherion and United Airlines Renew Contract for Recruitment
Outsourcing 131
Harvard Pilgrim Extends Agreement with Perot Systems 131
DST Health and Independence Blue Cross Extend BPO Agreement 131
CGI Extends Contract with Océ North America 132
Stellar Renews BPO Contract with Simply Energy 132
PricewaterhouseCoopers Signs BPO Deal with Logica 132
Nineteen Hours IT to Expand BPO Operations in India 133
Spherion to Expand RPO Operations 133
ExlService Holding to Invest in Indian Operations 133
Genpact to Extend APO Business to Australia 133
SBPO to Expand GramIT, the Rural Back Office Vehicle 133
iGATE Sets Up Facility in Mexico 134
Tier Technologies Divests Government BPO Division 134
eTelecare to Open New Delivery center for BPO Services in
Jacksonville 134
Infosys Sets up Mexican Subsidiary 134
Wipro Establishes New BPO Center 135
Cipher Dynamics Commences its Business Activity in India 135
OPI Sets Up Service Center in Delhi 135
Sundaram Finance BPO Unit Establishes New Facility in Madurai 135
Tata to Set-up Rural BPO Unit in Orissa 135
Bihar Establishes Rural BPO for Locals 136
HDFC Bank All Set to Establish a BPO Unit in Tirupati 136
Sutherland to Establish New Global Campus in Chennai 136
Wipro's BPO Unit Establishes Offices in China 136
Perot Systems to Establish Infrastructure, IT services and BPO
Division in Coimbatore 136
Accenture Announces its Procurement BPO 136
Wipro Inaugurates a Global Service Management Center in Malaysia 137
Tata Chem Division Initiates a BPO Project 137
Tech Mahindra Plans to Diversify Customer Base 137
MphasiS Plans to Tap New Opportunities in India 137
Bacnotan Plans Investments in BPO 137
Stellar Forays into UK Business Process Outsourcing Market 138
Omega Healthcare Plans to Tap Opportunities in Patient
Hospital Coding 138
Enlightened Announces its BPO Operations in Louisiana 138
Vertex Shifts Key Functions to Gurgaon 138
Spanco Plans Demerger of BPO Business 139
Genpact Ready to Enter Domestic BPO Market 139
ClientLogic Merges with SITEL 139
CGI Announces Merger of its Insurance Divisions 139
Accentia Acquires Three Healthcare BPOs in the US 139
Usha-Martin Acquires Converso 140
Ebix Announces Acquisition of JenQuest and Subsidiary,IDS 140
Apollo Acquires BPO Company- Zavata 140
Fuji Xerox Australia Takes Over KAZ's BPO Division 141
Integreon Takes Over CBF 141
Essar Takes Over Global Vantedge 141
TMF Takes Over Ernst & Young BPO Business 142
Aegis to Take Over Teletech 142
Satyam Takes Over Stake in BPO firm Nipuna 142
Hero Group Acquires Dalglen 142
Gallagher Acquires Cedar Hill 142
Allsec Takes Over Kingdom Builders 142
HOV Services to Acquire BPO Center 142
Integreon to Take Over BPO Firm in the US 143
Firstsource Solutions Completes BPM Acquisition 143
Cognizant Technology Takes Over marketRx 143
BPO Management Services Completes Blue Hill Data Services
Acquisition 143
Firstsource Solutions Takes Over MedAssist Holding 143
Mirrus Systems Acquires AMSplus 144
Quatrro BPO Solutions Acquires Certain Assets of Preferred
Financial Group 144
Spinnaker Management Group Completes Prosero Acquisition 144
Indecomm Global Completes Acquisition of US Recordings 144
Bhilwara Scribe Takes Over Benson Transcription Technologies 144
Genpact Completes Acquisition of Axis Risk Consulting 144
Advent International Completes Acquisition of Lloyds 145
The Sun Group Plans to Acquire Stake in Firstsource Solutions 145
Deloitte Consulting Completes Stake Acquisition of Mastek 145
SunGard Capital Completes Acquisition of Aceva Technologies 145
Equifax Completes Acquisition of TALX 146
Private Equity Firms Consortium Acquires Vertex Data 146
Ayala's Subsidiary Completes Acquisition of Affinity Express 146
NetFabric Holdings to Take Over Help Desk NOW 146
Tela Sourcing Takes Over HealthASPex Business Assets 146
Spherion to Acquire Technisource 147
Gevity Announces Acquisition of HRAmerica 147
ACS Announces Acquisition of Albion 148
THL Partners and FNF Acquires Ceridian 148
Convergys Acquires AOL Contact Center 148
RPG Acquires Stake in Zensar 148
Fujitsu Plans to Acquire Intelenet 149
Keane Enters into a JV with ZC Sterling to Introduce BestShoresSM 149
Zensar Forms IT and BPO Joint Venture with EZA 149
Adaptis Inks Partnership with Kaye-Smith 150
Adaptis Signs BPO Alliance with Clear Choice Health Plan 150
Quistor Collaborates with Oracle to Launch e-Learning BPO
Platform 150
Effort BPO Collaborates with Asia Star Info to Establish BPO
Centers in China 151
Accenture Signs Outsourcing Agreement with AIG 151
Accenture and Microsoft Enter into an Outsourcing Agreement 151
Accenture and BT Enter into an Outsourcing Agreement 152
Washington Gas Signs Agreement with Accenture 152
Accenture and United Utilities Enter Outsourcing Agreement 152
Tetra Pak Signs BPO Agreement with Capgemini 152
Capgemini Inks 5-Year BPO Contract with NXP 153
Convergys Inks Contract with Johnson & Johnson 153
Convergys and Fifth Third Bancorp Renews Contract 153
Convergys and Rosetta Stone Sign Contract 154
CGI Renews Agreement with The Commerce Group 154
ACS Renews Contract with PERSI 154
ACS Inks Deal with Safety-Kleen 155
Infosys Secures Contract from Philips 155
CSC Enters into a BPO Contract with UKvisas 156
CSC Secures a Contract from DHS to Develop IDDMP for USCIS 156
CSC Wins BPO Contract from Universal for Providing Banking
Services 157
CSC Wins BPO Services Contract from Chubb 157
CSC Obtains an Eagle Task Order from USCIS 157
Hewitt Contracts with Rogers 158
Intelligroup Contracts with eXpertivity 158
TCS Contracts with Hawaiian Airlines 158
EDS Inks Agreement with Telekomunikacja 159
TCS Enters into an Agreement with Pichincha 159
Computer Sciences Enters Multi-Year BPO Agreement with Northstar 160
Convergys to Provide Marketing Research for a Global Financial
Firm 160
Convergys Enters into Agreement with Telecom Egypt 161
Convergys Enters into Contract with Starbucks 161
Wipro Infocrossing Bags Outsourcing Deal from Missouri Health
Net Division 161
CSC Expands Contract with John Hancock 161
Rabobank Extends BPO Contract with Unisys 162
CSC Extends Outsourcing Contract with Swiss Re 162
Sitel Plans Further Expansion in India 162
TeleTech Establishes New BPO Facility in South Africa 163
MphasiS Inaugurates Exclusive BPO Center for Idea Cellular 163
Infosys Extends BPO and IT Center in Czech Republic 163
Barclays Divests Stake in Indian BPO 163
Jay Shree Tea Plans to Sell its BPO Unit 164
Ninestars Begins BPO Business 164
Spanco Invests in Indian BPO Segment 164
FirstSource Receives Authorization from Financial Services
Authority of UK 164
10. FOCUS ON SELECT GLOBAL PLAYERS 165
Accenture Plc (Ireland) 165
ACS, A Xerox Company (USA) 165
Aon Hewitt (USA) 166
Ceridian Corporation (USA) 166
CGI Group, Inc. (Canada) 167
Computer Sciences Corporation (USA) 167
Dell Services (USA) 167
HP Enterprise Services (USA) 168
Intelenet Global Services Pvt. Ltd. (India) 168
Intelligroup, Inc. (USA) 168
KARVY Global Services Limited (India) 169
Keane, Inc. (USA) 169
NorthgateArinso (UK) 169
SFN Group, Inc. (USA) 170
StarTek, Inc. (USA) 170
Tata Consultancy Services Limited (India) 170
TriNet Group, Inc. (USA) 171
11. GLOBAL MARKET PERSPECTIVE 172
Table 2: World Recent Past, Current and Future Analysis for
Business Process Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2009 through 2017 (includes corresponding Graph/Chart) 172
Table 3: World Historic Review for Business Process
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2003 through 2008
(includes corresponding Graph/Chart) 173
Table 4: World 15-Year Perspective for Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2003, 2010 and 2017 (includes
corresponding Graph/Chart) 174
By Horizontal Segment 175
Table 5: World Recent Past, Current and Future Analysis for
Finance & Accounting Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2009 through 2017 (includes corresponding Graph/Chart) 175
Table 6: World Historic Review for Finance & Accounting
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2003 through 2008
(includes corresponding Graph/Chart) 176
Table 7: World 15-Year Perspective for Finance & Accounting by
Geographic Region - Percentage Breakdown of Revenues for US,
Canada, Asia-Pacific, Europe and Rest of World for the Years
2003, 2010 and 2017 (includes corresponding Graph/Chart) 177
Table 8: World Recent Past, Current and Future Analysis for
Customer Services Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2009 through 2017 (includes corresponding Graph/Chart) 178
Table 9: World Historic Review for Customer Services
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2003 through 2008
(includes corresponding Graph/Chart) 179
Table 10: World 15-Year Perspective for Customer Services
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2003, 2010 and 2017 (includes
corresponding Graph/Chart) 180
Table 11: World Recent Past, Current and Future Analysis for
Other Business Process Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenues in US$ Million for the Years 2009
through 2017 (includes corresponding Graph/Chart) 181
Table 12: World Historic Review for Other Business Process
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2003 through 2008
(includes corresponding Graph/Chart) 182
Table 13: World 15-Year Perspective for Other Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2003, 2010 and 2017 (includes
corresponding Graph/Chart) 183
By End-Use Segment 184
Table 14: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Manufacturing Industry by
Geographic Region - US, Canada, Asia-Pacific, Europe and Rest
of World Independently Analyzed by Annual Revenues in US$
Million for the Years 2009 through 2017 (includes
corresponding Graph/Chart) 184
Table 15: World Historic Review for Business Process
Outsourcing in Manufacturing Industry by Geographic Region -
US, Canada, Asia-Pacific, Europe and Rest of World
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2003 through 2008 (includes
corresponding Graph/Chart) 185
Table 16: World 15-Year Perspective Business Process
Outsourcing in Manufacturing Industry by Geographic Region -
Percentage Breakdown of Revenues for US, Canada, Asia-Pacific,
Europe and Rest of World for the Years 2003, 2010 and 2017
(includes corresponding Graph/Chart) 186
Table 17: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Telecommunications &
Technology Industry by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenues in US$ Million for the Years 2009 through
2017 (includes corresponding Graph/Chart) 187
Table 18: World Historic Review for Business Process
Outsourcing in Telecommunications & Technology Industry by
Geographic Region - US, Canada, Asia-Pacific, Europe and Rest
of World Independently Analyzed by Annual Revenue Figures in
US$ Million for the Years 2003 through 2008 (includes
corresponding Graph/Chart) 188
Table 19: World 15-Year Perspective Business Process
Outsourcing in Telecommunications & Technology Industry by
Geographic Region - Percentage Breakdown of Revenues for US,
Canada, Asia-Pacific, Europe and Rest of World for the Years
2003, 2010 and 2017 (includes corresponding Graph/Chart) 189
Table 20: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Banking, Insurance & Finance
Services Industry by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenues in US$ Million for the Years 2009 through
2017 (includes corresponding Graph/Chart) 190
Table 21: World Historic Review for Business Process
Outsourcing in Banking, Insurance & Finance Services Industry
by Geographic Region - US, Canada, Asia-Pacific, Europe and
Rest of World Independently Analyzed by Annual Revenue Figures
in US$ Million for the Years 2003 through 2008 (includes
corresponding Graph/Chart) 191
Table 22: World 15-Year Perspective Business Process
Outsourcing in Banking, Insurance & Finance Services Industry
by Geographic Region - Percentage Breakdown of Revenues for
US, Canada, Asia-Pacific, Europe and Rest of World for the
Years 2003, 2010 and 2017 (includes corresponding Graph/Chart) 192
Table 23: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Retail Industry by Geographic
Region - US, Canada, Asia-Pacific, Europe and Rest of World
Independently Analyzed by Annual Revenues in US$ Million for
the Years 2009 through 2017 (includes corresponding
Graph/Chart) 193
Table 24: World Historic Review for Business Process
Outsourcing in Retail Industry by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2003 through 2008 (includes corresponding Graph/Chart) 194
Table 25: World 15-Year Perspective Business Process
Outsourcing in Retail Industry by Geographic Region -
Percentage Breakdown of Revenues for US, Canada, Asia-Pacific,
Europe and Rest of World for the Years 2003, 2010 and 2017
(includes corresponding Graph/Chart) 195
Table 26: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Other End-Use Sectors by
Geographic Region - US, Canada, Asia-Pacific, Europe and Rest
of World Independently Analyzed by Annual Revenues in US$
Million for the Years 2009 through 2017 (includes
corresponding Graph/Chart) 196
Table 27: World Historic Review for Business Process
Outsourcing in Other End-Use Sectors by Geographic Region -
US, Canada, Asia-Pacific, Europe and Rest of World
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2003 through 2008 (includes
corresponding Graph/Chart) 197
Table 28: World 15-Year Perspective Business Process
Outsourcing in Other End-Use Sectors by Geographic Region -
Percentage Breakdown of Revenues for US, Canada, Asia-Pacific,
Europe and Rest of World for the Years 2003, 2010 and 2017
(includes corresponding Graph/Chart) 198
12. THE UNITED STATES 199
A.Market Analysis 199
Outlook 199
Impact of Recession 199
Nearshore Strategy Gains Strength 200
Shift Away from Cost Containment Outsourcing Strategy 200
HR Outsourcing -A Highly Lucrative Segment 201
The Offshoring Advantage 201
Factors Compelling US Companies to Offshore Business 202
Indian BPOs Set Up Onshore Service Centers in US 202
Offshoring Challenges 202
Procurement BPO Market 203
Service/Product Launches 203
Strategic Corporate Developments 205
Key Players 218
B.Market Analytics 225
Table 29: US Recent Past, Current and Future Analysis for
Business Process Outsourcing by Horizontal Segment - Finance
& Accounting, Customer Services, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2009 through 2017 (includes
corresponding Graph/Chart) 225
Table 30: US Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, and Others Markets Independently Analyzed
by Annual Revenue Figures in US$ Million for the Years 2003
through 2008 (includes corresponding Graph/Chart) 226
Table 31: US 15-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Revenues for Finance & Accounting, Customer Services, and
Others Markets for the Years 2003, 2010 and 2017 (includes
corresponding Graph/Chart) 227
Table 32: US Recent Past, Current and Future Analysis for
Business Process Outsourcing by End-Use Segment -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2009 through 2017 (includes
corresponding Graph/Chart) 228
Table 33: US Historic Review for Business Process
Outsourcing by End-Use Segment - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, Others Markets Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2003 through 2008 (includes corresponding Graph/Chart) 229
Table 34: US 15-Year Perspective for Business Process
Outsourcing by End-Use Segment - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, Others Markets for the Years 2003,
2010 and 2017 (includes corresponding Graph/Chart) 230
13. CANADA 231
A.Market Analysis 231
Outlook 231
Strategic Corporate Developments 231
B.Market Analytics 232
Table 35: Canadian Recent Past, Current and Future Analysis
for Business Process Outsourcing by Horizontal Segment -
Finance & Accounting, Customer Services, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2009 through 2017 (includes
corresponding Graph/Chart) 232
Table 36: Canadian Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, and Others Markets Independently Analyzed
by Annual Revenue Figures in US$ Million for the Years 2003
through 2008 (includes corresponding Graph/Chart) 233
Table 37: Canadian 15-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Revenues for Finance & Accounting, Customer Services, and
Others markets for the Years 2003, 2010 and 2017 (includes
corresponding Graph/Chart) 234
Table 38: Canadian Recent Past, Current and Future Analysis
for Business Process Outsourcing by End-Use Segment -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2009 through 2017 (includes
corresponding Grap
To order this report:
Business Outsourcing Industry: Global Business Process Outsourcing (BPO) Industry
Business Outsourcing Business News
Check our Industry Analysis and Insights
CONTACT:
Nicolas Bombourg
Reportlinker
Email: [email protected]
US: (805)652-2626
Intl: +1 805-652-2626
SOURCE Reportlinker
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