Global Business Process Outsourcing (BPO) Industry

 

NEW YORK, July 3, 2012 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Global Business Process Outsourcing (BPO) Industry

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This report analyzes the worldwide markets for Business Process Outsourcing (BPO) in US$ Million by the following Horizontal Segments: Finance & Accounting, Customer Services, HR, KPO, and Procurement. The market is also analyzed by the following End-Use Verticals: 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 2010 through 2018. 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, Automatic Data Processing, Inc., Xerox Corporation, Aon Hewitt, Capgemini, Capita Plc, Ceridian Corporation, CGI Group, Inc., Cognizant Technology Solutions Corporation, Computer Sciences Corporation, Dell Services, EXLService Holding, Inc., Genpact Limited, HP Enterprise Services, IInfosys BPO Ltd., Intelligroup, Inc., International Business Machines Corporation, KARVY Global Services Limited., Keane, Inc., NorthgateArinso, Procurian, Inc., Randstad Holding n.v., Serco Group, Plc, Intelenet Global Services Pvt. Ltd., StarTek, Inc., Steria, Syntel, Inc., Tata Consultancy Services Limited, TriNet Group, Inc., Wipro Limited, and WNS (Holdings) Limited. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based upon search engine sources in the public domain.

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONSStudy Reliability and Reporting Limitations I-1Disclaimers I-2Data Interpretation & Reporting Level I-3Quantitative Techniques & Analytics I-3Product Definitions and Scope of Study I-3Horizontal Segment I-4Finance & Accounting I-4Customer Services I-4Human Resources Outsourcing I-4Knowledge Process Outsourcing I-5Procurement BPO I-5End-Use Segments I-5Manufacturing I-5Banking, Insurance & Finance Services (BFSI) I-6Telecommunications & Technology I-6Retail I-7Others I-7II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW II-1

A Prelude II-1

High Potential for 'Business Transforming' BPO Services II-1

BPO: Market Characteristics, Growth Drivers and Determinants II-2

Recession Slows Down Growth in the Outsourcing Industry II-2

Table 1: Global BPO Contracts by Size (Total Contract Value):

2010 (includes corresponding Graph/Chart) II-3

Post Recession Prospects II-4

Current and Future Analysis II-4

Debt Crisis Reinforces Focus on Outsourcing II-5

Emerging Markets Spur Growth II-6

Growth Opportunities in Service Segments II-6

BPO Adoption in End-User Markets II-7

Table 2: BPO Services in End-Use Markets - Ranked by CAGR

(includes corresponding Graph/Chart) II-8

2. MARKET DYNAMICS II-9Sourcing Strategy/Model: Means to Achieve Business Process II-9Sole Sourcing - A Model for Increasing Operational Efficiency II-9One-Stop-Shop for Comprehensive HR Outsourcing II-9Multi-Source Approach: Gains Strength II-10Benefits of Multi-Sourcing Approach II-10Challenges Facing Multi-Sourcing Strategy II-10Offshore BPO: Driving Cost-Effectiveness II-11Table 3: Global Offshore BPO Market by Destination Country(2011): Percentage Share Breakdown of Revenues (includescorresponding Graph/Chart) II-12Offshore Outsourcing of Call Centers II-12Protectionism - Implications for Offshore BPOs II-12A Brief Sketch of Major Outsourcing Centers II-13India II-13China II-14Malaysia II-14Czech Republic II-14Singapore II-14Philippines II-14Brazil II-15Canada II-15Poland II-15Egypt II-16Mexico II-16

3. MARKET TRENDS II-17

Major Trends - In a Nutshell II-17

Alternate Offshore Locations Challenge Dominance of

Traditional Centers II-18

Latin America Emerges as a Global Delivery Location II-18

Continental Europe Opens Up to BPO II-19

New Business Areas Make Gains II-19

Industry-Specific BPO Services Continue to Gain Strength II-19

Supply Management Outsourcing Market on an Upswing II-20

Regulatory Changes to Drive BPO Uptake II-20

BPO: Heading towards Commoditization? II-20

Contract Pricing: A Sticking Point II-21

Vendors Endeavor to Address the Unique Needs of SME & Mid-

Market Sectors II-21

Advanced Technologies Come to the Aid of BPO Providers II-21

Social Networking Trend Transforms Business Strategies II-22

Growing Popularity of Cloud Computing II-22

BPO Providers Warm up to Green Computing II-22

Nearshoring Finds Favor among Businesses II-23

Growing Significance of Value Addition II-23

Platform BPO - A Key Driving Factor II-23

Merchants Opt for Outsourcing to Protect Credit Card Data II-23

Growing Proportion of Non-Linear Revenues II-24

Demand for BPOs that Bring About Transformational Change II-24

The Importance of Impact Sourcing II-24

4. AN INSIGHT INTO MAJOR HORIZONTAL SEGMENTS II-25Finance and Accounting BPO (FAO) II-25Customer Services BPO II-25Human Resources BPO (HRO) II-26Recruitment Process Outsourcing (RPO) II-27HR Outsourcing Types II-27Procurement BPO II-28Knowledge Process Outsourcing (KPO) II-28BPO Vs KPO II-29

5. FINANCE & ACCOUNTING OUTSOURCING II-31

A Dynamic Segment II-31

Snapshots II-31

Challenging Market Environment Spurs Outsourcing Demand II-32

Recession Compels Strategy Change II-32

Steady Growth Prospects II-33

Regulatory Compliance: Key Driving Factor II-33

Growing Demand from Emerging Markets II-34

Customers Look to Scale Up II-34

Technology Augmentation Comes into Vogue II-34

Verticalization Trend in FAO II-34

Tier-II Providers Look to Expand Share II-34

Innovation: A Key Factor II-34

Year 2010: A Review II-35

In a Nutshell II-35

Segment Overview II-35

Table 4: Global F&A BPO Market by Industry (2008-2010):

Percentage Share Breakdown of Total Contract Value of

Engagements for Telecom, Software & Hi-Tech; Utilities,

Energy & Chemicals; Banking, Financial Services/Insurance;

Consumer Packaged Goods; Manufacturing; Retail;

Transportation & Logistics; and Others (includes

corresponding Graph/Chart) II-36

New Contracts & Renewals: Opportunities for Growth II-36

ACV Increases for Multi-Process FAO Contracts II-37

Changing Industry Dynamics Influence BPO Vendor Selection II-37

Pricing Models of BPO Vendors II-38

Traditional Pricing II-38

Value-based Pricing II-38

Outcomes-based Pricing II-38

Competitive Landscape II-38

FAO Vendor Landscape II-39

Table 5: Leading Players in the Global F&A BPO Market

(2010): Percentage Share Breakdown of Revenues for

Accenture, IBM, Genpact, ACS, Capgemini, and Others

(includes corresponding Graph/Chart) II-39

6. CUSTOMER SERVICES BPO II-41A Prelude II-41Opportunities from Growing Web-Based Interactions II-41Asia-Pacific: A Favored Destination for Contact Centers II-42Contact Center Outsourcing Services Makes Inroads into NewVerticals II-42Service Providers Adopt New Strategies II-42

7. HR BUSINESS PROCESSES OUTSOURCING II-43

A High-Profile Segment II-43

Future Growth Opportunities II-43

Snapshots II-44

HR Activity in the Recent Past: A Review II-44

Table 6: Number of HRO Transactions, Worldwide (2003-2008)

(includes corresponding Graph/Chart) II-45

RPO: Opportunities for Growth II-45

Multi-Process HRO Market: An Overview II-45

Competitive Landscape II-46

Competitive Landscape in the Global Multi-Process HRO Market II-46

Noteworthy Trends & Issues II-47

Cost Reduction: Finding Favor Again in Difficult Times II-47

Recession Ups Adoption of Single Process Deals II-47

Companies to Continue to Feeling the Heat of Recession II-47

Contract Renewals - On the Rise II-47

Buyers to Adopt a Tighter Focus II-48

Shrinking Deal Sizes II-48

Emergence of Mid-Market II-48

Demand for Newer & Innovative Platforms II-49

Trend Towards Process Convergence II-49

Transformation to Services TCO II-49

'Transformational-Transfer' & 'Component Based' Models Find

Acceptance II-49

Focus on Short-term Deals II-49

Fewer Processes in Multi-process HRO Deals II-50

Best-of-the-Breed Concept Gains Strength II-50

Multi-Country Presence of Vendors II-50

Asia-Pacific: Center of Attraction II-50

Talent Acquisition, Effective Alignment of Skills & Processes II-50

Talent Retention: An Equally Important Task II-51

Rising Significance of Analytics II-51

HR Portal: The Latest Trend II-51

Migration to the Cloud II-51

Self-Service: An Option for Mobile Workforce II-51

8. KNOWLEDGE PROCESS OUTSOURCING II-52Knowledge-Intensive Companies Foster Demand for KPO Services II-52KPO Industry Fights the Recession II-52Implications of Depreciating Rupee on the KPO Industry II-53India: The Leader in KPO Marketplace II-53BFSI Research and Analytics Services II-53Legal Research and Legal Process Services II-53Publishing Services II-54BPO Providers Look to Extend Presence into KPO Sector II-54Shift towards Value Creation - The Only Way Out II-54Supplier Glut Imminent II-55KPO Companies Focus on Productivity II-55Future Looks Bright for Analytics Outsourcing Market II-55

9. PROCUREMENT BPO II-57

Introduction II-57

Key Demand Generators II-58

Year 2010: A Review II-58

Multi-Process Procurement BPO: An Overview II-58

Growing Significance of Procurement Function II-59

Future Opportunities: An Increasingly Strategic Role for PO II-59

Clients Look for New Business Models II-60

Relevance of Procurement Outsourcing for Large Businesses II-60

Challenges Confronting PO Vendors II-60

Leading Players II-61

Market Leaders & Challengers in the Global Procurement

Outsourcing Market II-61

Player Strategies II-61

Logistics BPO II-62

10. COMPETITIVE LANDSCAPE II-63BPO Industry: Competitive Scenario II-63Consolidation Activity Intensifies II-63Leading Players II-63

11. SERVICE OVERVIEW II-64

Introduction II-64

Vertical Vs Horizontal BPO II-64

Vertical BPO II-64

Horizontal BPO II-65

Onsite, Offsite and Offshore BPO Models II-66

Onsite Business Process Outsourcing II-66

Offsite Business Process Outsourcing II-66

Offshore Business Process Outsourcing II-66

BPO Business Models II-67

Types of BPO Structures II-68

Common Services Offered by BPO Providers II-69

Customer Support Services II-69

Technical Support Services II-69

Employee IT Help-desk Services II-69

Telemarketing Services II-70

Insurance Processing II-70

Data Conversion Services II-70

Data Entry Services II-70

Planning for BPO II-70

Why Outsource to Third World Countries? II-71

The BPO Advantage II-71

How is BPO Different from ASP? II-71

Platform BPO II-72

Platform BPO Vs Traditional BPO II-72

Advantages of Platform BPO II-73

Challenges Facing Platform BPO II-73

12. REVIEW OF SELECT END-USE MARKETS II-74Manufacturing Sector II-74Telecommunications Industry II-74Retail Sector II-75Banking, Insurance & Finance Services II-75Bookkeeping II-76Budgeting II-76Credit Card Processing II-76Financial Reporting II-76Financial Statements II-77General Ledger Maintenance II-77Bank Reconciliation Statement II-77Financial Analysis II-77Preparation of Tax Returns II-78Mortgage Processing Services II-78MPO Market: Recession & Beyond II-79Banking Sector II-79Business Case for Outsourcing in Banking Sector II-79Insurance II-80A Prelude II-80Industry on the Recovery Mode II-81Healthcare Insurance II-82Travel & Transportation Industry II-83Travel Services II-83Airline Industry II-83Logistics and Transportation II-84Healthcare Industry II-85Select Outsourced Services II-85Medical Billing Service II-85Medical Claims Filing II-85Medical Coding II-85Medical Transcription Outsourcing II-86Life Sciences Outsourcing II-86Complexities in Outsourcing of Healthcare Processes II-86A Fragmented Market II-87Leading Players in the Healthcare BPO Market II-87Government BPO II-87Construction II-87

13. SERVICE/PRODUCT LAUNCHES II-88

Visionet Launches BPO Services II-88

Capgemini Introduces New BPO Supply Chain Administration Services II-88

Inspirage to Unveil Oracle-based BPO Service II-88

TriZetto Group Expands BPO Services Portfolio II-88

Broadridge Financial Solutions Unveils New BPO Services II-89

Broadridge Financial Solutions Expands BPO Services II-89

Infosys BPO Introduces Enhanced Sales and Fulfillment

Outsourcing Services II-90

NewlineNoosh Enhances Noosh II-90

SOURCECORP Introduces Revenue Integrity and Risk Assessment

Offering II-90

TCS to Launch Platform-Based BPO II-90

KUNNECT Unveils Call Center Solutions II-91

ACS Introduces SyncHRO II-91

14. RECENT INDUSTRY ACTIVITY II-92IBM Acquires Emptoris to Extend Smarter Commerce Initiative II-92Infosys BPO Acquires Portland Group II-92ADP Acquires SHPS' Human Resource Solutions Subsidiary II-92ADP Acquires Ma Foi Consulting Solutions II-93Serco Acquires Intelenet II-93Randstad Holding Acquires SFN Group II-93Capgemini Takes Over VWA's Order to-Cash Business II-94EXL Takes Over Trumbull Services II-94Genpact Takes Over Headstrong Corporation II-94GameCorp to Takeover OC Communications II-95Serco Acquires Excelior II-95Pinnacle Acquires Provade II-95Vertex Group Takes Over Shell Transource II-95NCO Group Takes Over Protocol Global Solutions II-96Procontact Merges with Execom II-96ExlService Acquires Outsource Partners International II-96Xchanging to Acquire Two Businesses of Cambridge Solutions II-96Smartsalary Takes Over PBI Benefits Solutions II-97Phinma to Take Over BBI and Majority Stake in Fuld II-97Firstsource to Acquire Majority Share in Dialog Business Services II-97Itella Information Takes Over NewSource II-97HOV Services and SOURCECORP Complete Merger II-98Allus Global BPO Center Takes Over Contax Participacoes II-98Cambridge Solutions to Divest CISGI Operations II-98Mahindra Satyam BPO Renews Contract with NAVTEQ II-99CSC to Extend BPO Services to Asian Regions II-99Tata Power to Extend Rural BPO Center II-99Dialog Axiata to Form Joint Venture with Firstsource Solutions II-99RSA and Accenture Extend Agreement II-99HCL Technologies and Cforia Software Enter into Partnership II-100Accenture Extends BPO Agreement with Enbridge Gas Distribution II-100BNP Paribas and Accenture Enter into BPO Deal II-100Cognizant, Visma JV Wins Outsourcing Contract from Norway Post II-101Infosys BPO Announces Renewal of Contract with Alcoa GBS II-101McCamish Systems and Pegasystems Enter into Strategic BusinessAlliance II-101McCamish Inks Deal with Phoenix II-102inContact Enters into Partnership with Bayantel II-102Intelenet Establishes BPO Facility in Dubai II-102Apollo Hospitals to Sell Minority Interest in Apollo HealthStreet II-102Paxys Divests Stake in WNS Philippines II-102Wipro Sets Up Rural BPO Centre II-103TCS to Set Up BPO Center in Ahmedabad II-103Consolidated Gulf Commences BPO Services II-103DDD Commences Operations in Kenya II-103Accenture Receives Multi-Year Contract from CEVA Logistics II-104Capgemini and CA Technologies Enter into Partnership II-104Morris and NIIT Enter into Strategic Partnership II-104Intacct and AcctTwo Extend Partnership II-105MphasiS Enters into Strategic Partnership with Trintech II-105Frontline Consulting Services Enters into Agreement with Oracle II-106SPi Global Holdings to Establish New Facilities II-106Sitel to Setup New Call Center in Serbia II-106R R Donnelley Establishes BPO Facility in Colombo II-106Hinduja Global to Establish BPO Centres in Latin America andChina II-107Blue Cross and Blue Shield of Minnesota and TMG Health InkAgreement II-107Accenture Bags Three-Year Contract from Enel Energia II-107Marias and Insuresoft Enter into Partnership II-107Tech Mahindra Starts BPO Operations in Philippines II-108HEROtsc Sets Up Customer Support Center in Gurgaon II-108Capgemini Opens First BPO Center in Gurgaon II-108Stellar Global to Start Operations in Philippines II-108TeleTech Holdings to Expand Operations II-108HCL Signs Three Agreements in Banking, Media and LogisticsDomains II-109C3i Opens New Operations Center in China II-109WNS to Establish Two Centers in India II-109Xerox Acquires ExcellerateHRO II-109Aon Merges with Hewitt Associates to Form Aon Hewitt II-109Xerox Takes Over TMS Health II-110Xerox Takes Over Spur Information Solutions II-110Accenture Acquires Business Process Outsourcing and SourcingServices of Ariba II-110Tricom India to Take Over GTESS Corporation's Assets II-110Concentrix to Acquire e4e II-111iQor Holdings Acquires RMS II-111Aegis Acquires Actionline II-111Capgemini Brazil Takes Over Sonda Procwork Center II-111Sutherland Global Services Takes Over Adventity Global Services II-112Vertex and Shell Transource Enter into Joint Venture II-112Ferrari Financial Services Extends Agreement with Fiserv II-112CSC and Sunshine State Insurance Company Renew Service Contract II-1133i Infotech Forms JV with Nigerian Firms to Establish BPO Center II-113Aamal Company Inks Partnership Agreement with ECCO Outsourcing II-114Accenture and Statoil Ink Contract II-114Bharti Zain Grants BPO Contract to Spanco, IBM and Tech Mahindra II-114Oracle Collaborates with ITC Infotech II-114Mahindra Satyam BPO and Direct Channel Holdings Enter intoPartnership II-115Capgemini Signs Supply Chain BPO Agreement with Nokia SiemensNetworks II-115Microsoft Inks Partnership Deal with arvato II-115EPIC Connections Enters into Partnership with inContact II-116Genpact Inks Partnership with MajescoMastek II-116Datamatics Partners with JSW to Setup Rural BPO II-116Swiss Re Signs Extension of BPO Contract with CSC II-116Tata Consultancy Services Establishes BPO Facility in Philippines II-117Patni Computer Systems Establishes New Delivery Center II-117MphasiS Establishes BPO Center in Raipur II-117Accentor and KF Shared Services Ink BPO Agreement II-117Dubai World Trade Centre Signs Long-Term BPO Agreement with IBM II-118Barclaycard and Firstsource Solutions Sign Partnership Agreement II-118Intelenet in Strategic Partnership with Barclays II-118Intelenet Bags Call Center Outsourcing Deal for UID Project II-118TriZetto Takes Over Tela Sourcing II-119Xerox Acquires ACS II-119Aditya Birla Minacs Takes Over Compass BPO II-119TriNet Group Takes Over Gevity II-119NorthgateArinso Acquires HR Management Unit of Convergys II-119Dibon BPO Takes Over ARO Inc. II-120Sykes Enterprises Acquires ICT Group II-120Genpact to Take Over Intelenet Global Services II-120Fusion BPO Merges with Centennial Marketing Group II-120VWA Merges with Aon II-121Apax Acquires Major Stake in Tivit II-121Ingenix to Take Over CareMedic Services II-121NTT to Buy Majority Stake in Emerio GlobeSoft II-121Aegis to Acquire Customer Service Centre from Sallie Mae II-122Avantha Group Acquires Pyramid Healthcare Solutions II-122ICICI Bank to Reduce Interest in Firstsource II-122AL Tamimi Enters into Joint Venture with Intelligroup II-122HCL BPO Forges Partnership with Talisma Corp II-122WNS Renews Agreement with Sabre Holdings II-123TechTeam Inks Agreement with Stefanini II-123DataCede Signs Agreement with MFX II-123Bristlecone Signs Agreement with SAP II-124CMS Cameron McKenna Inks Outsourcing Agreement with Integreon II-124Carter's Inks Web Commerce Services Agreement with PFSweb II-125UTV Inks Agreement with IBM II-125Aditro to Provide Outsourcing Services to Maersk II-125TechTeam Global Signs Contract with Orange Business Services II-125TCS Bags BPO and IT Contract from PADA II-126Mahindra Satyam Renews Contract with Glaxo SmithKline II-126Integreon Bags Contract from CMS Cameron McKenna II-126Genpact Inks Contract with Hikari Tsushin II-126BancTec and BMO Capital Markets Sign BPO Contract II-126Capgemini Extends BPO Contract with Syngenta II-127Hindustan Unilever Divests Remaining Share in Capgemini II-127State Auto Mutual Insurance Chooses BancTec II-127Reliance World Inks Agreement with Aryans II-128Infosys BPO Partners with CIMA for Training Programs II-128WNS Implements Oracle E-Business Suite for Minerals Technologies II-128Aegis' BPO Signs Contract with Vodafone Essar II-128Energizer Philippines to Establish BPO Facility II-128Essar Group to Set Up Technology Parks in India II-129Wipro Establishes New Facility in Melbourne II-129Patni Computer Systems Establishes New BPO Center in Texas II-129EXL to Establish BPO Facilities at Jaipur and Noida II-129Infosys Establishes Rural BPO Unit in Andhra Pradesh II-129Intelenet Establishes New Facility in Poland II-130NBAD Private Bank Deploys B-Source Master II-130Infosys Technologies to Establish BPO Center in Hyderabad II-130Infosys BPO to Start Centers in Europe II-130RuralShores Business Services to Establish BPO Centers II-130Xchanging to Establish BPO Center in Solan II-131Genpact to Establish Business Process Outsourcing Centers inSmall Cities of India II-131Hinduja Unveils New Global Delivery Center in India II-131ABM to Expand Operations in Europe II-131Dell Services Acquires Perot Systems II-131EXL Acquires AmEx's Travel Services Captive II-132PLDT Takes Over LMS II-132Infosys BPO Acquires McCamish Systems II-132Aegis Takes Over CCN Group II-132HDFC Takes Over Stake in Rural BPO II-133ACS to Take Over Anix II-133Sequoia Acquires Stake in Eclerx II-133Essar Announces EITH Merger with Aegis II-133Ayala Corp. Acquires On-Site Sourcing II-133EXL Takes Over BPO Unit of Schneider Logistics II-133Fortify Takes Over UCA Services II-134H.I.G. Capital and Reprise Management Group Acquire NARS II-134Aegis BPO Acquires UCMS Group II-134Aegis Acquires Majority Stake in Ismart Timex II-134Stream Global Services Merges with EGS II-135Spice Televenture and Spanco Establish BPO JV II-135Trianz in Joint Venture Agreement with Vee Technologies II-135Ocwen Financial to Spin Off Shoot Ocwen Solutions II-135ACS to Snap Up e-Services Group International II-136JD Group Increases Stake in Blake Contact Center II-136Lovelace Health Inks BPO Agreement with TriZetto II-136RSA Extends BPO Agreement with Accenture II-137Haishi Invests in Join Innovation Technology II-137Essar Group to Invest in J&K II-137CDC Global Services to Expand BPO Operations II-137Achievo to Provide BPO Services in Japan II-137PRWT and Epitome to Provide Technology Enhanced BPO II-137Lam Research Renews Outsourcing Agreement with IBM II-138Wipro Collaborates with Oracle II-138WNS Inks Partnership Deal with Trintech Group II-138CSC in New Deal with Wilton Re II-138Accenture to Support Global Operations of Banco Santander II-139Kraft Foods Signs BPO Agreement with IBM II-139Samsung Signs Deal with InnerWorkings II-139ATCO I-Tek Signs Agreement with Wipro II-139Bantec Inks BPO Agreement with Exelon II-139RDA Inks Agreement with Arvato Print Management GmbH II-139Infosys BPO to Partner with Rural BPO Operators II-140Friends Provident Inks Contract with Wipro II-140Sitel to Provide BPO Services to Global Travel Management Company II-140Ceridian to Combine Multinational Business and HR OutsourcingTeams II-140Unitech Wireless BPO Contract to Genpact II-140Accenture Renews Outsourcing Contract with RSA II-140I-T Department Awards BPO Contract to Infosys II-141Scandinavian Airlines Awards Seven-Year Contract to Accenture II-141Idea Cellular Awards BPO Contract to Aditya Birla Minacs II-141Firstsource Signs Five-Year Agreement with Idea II-141Citigroup Awards BPO Contracts to Wipro II-142Tech Mahindra Bags Etisalat's BPO Contract II-142AmEx to Sell Portion of BPO Units II-142Inktel Direct Establishes Inktel Direct Government BPO Services II-142Perot Systems to Set Up More Facilities II-142Tesco to Expand its Bangalore Facility II-142Hinduja Global to Open New Delivery Centres in India II-143TCS Opens New Global Delivery Centre in Argentina II-143Tech Mahindra Sets Up Center of Excellence in UK II-143IGT Establishes Outsourcing Unit in Manila II-143Motif Sets Up Delivery Center in Costa Rica II-143FSL to Enter into BPO Market II-143Cognizant Expands Phoenix Operations II-143Tech Mahindra Opens New BPO Unit in Chandigarh II-144Amtex to Expand BPO Facility in India II-144

15. CORPORATE ACTIVITY IN THE RECENT PAST - A PERSPECTIVE BUILDER II-145

Xchanging to Take Over Cambridge Solutions II-145

Transcosmos Merges with Logicall II-145

REcap to Purchase HOV Services II-145

TCS Takes Over CGSL II-145

KKR Takes Over Northgate II-145

arvato Takes Over Qualytel Teleservices II-146

HCL to Acquire CPS II-146

Aegis Acquires Offshore Business of PeopleSupport II-146

PriceWaterhouseCoopers India Takes Over ECS II-146

Nomura Inks Acquisition Deal with Lehman Brothers II-147

NCO Takes Over Outsourcing Solutions II-147

Vista Acquires Cyborg from Hewitt II-147

Idhasoft Takes Over Enterpulse II-147

Foresters to Take Over BPO Unit of Unity Life II-147

BPO Management Services Merges with Healthaxis II-148

BankAm Plans Merger of Continuum Solutions with CIS II-148

Serco Enters Indian BPO Sector II-148

Omega to Expand India Operations II-148

HTMT Global Solutions to Expand BPO Operations II-148

H.I.G. Capital Divests Stream Holdings II-148

Omidyar and UEF Invest for Comat Expansion II-149

Zensar Enters into Agreement with Kotak II-149

Quadrem Inks BPO Deal with SAP II-149

SAP Invests INR10 Crore in Newgen II-149

Hero MindMine Inks Agreement with BPO Certification Institute II-149

NetSol Enters into Agreement with AJK Group II-150

Medi-CareFirst Extends BPO Deal with CGI II-150

Bharti Airtel Announces Restructuring of BPO Agreements II-150

Wipro BPO to Offer Shared Services to AmBev II-150

TRG Merges with Callworx II-151

BancTec Acquires DocuData Solutions II-151

Genpact Acquires Majority Stake in Citigroup II-151

Aegis BPO Takes Over AOL Call Center II-151

NCO Group Completes Acquisition of Outsourcing Solutions II-152

IPVG to Acquire Majority Stake in Influent II-152

Intelenet Takes Over Mauritian Company II-152

SYNNEX Acquires New Age Electronics II-152

IA Global to Take Over Shift Resources II-152

Tricom Takes Over Apex Document Solutions II-153

IA Global to Take Over Asia Premier II-153

Accenture Acquires Gestalt II-153

Affiliated Computer Services to Take Over CompIQ II-154

Affiliated Computer Services Takes Over Communications

Development II-154

Accenture Inks Agreement to Take Over AddVal Technology II-154

Global BPO Signs Agreement for Acquisition of Stream Holdings II-155

HP Takes Over EDS II-155

TechTeam Global Completes the Acquisition of Onvaio II-155

Genpact and EXL to Acquire Majority Stake in Infovision II-156

WNS Acquires Aviva BPO II-156

Hewitt Announces Acquisition of LCG II-156

Vista Equity Announces Acquisition of Cyborg II-157

Cbay Acquires Majority Stake in MedQuist II-157

Healthcare Investment to Acquire Stake in Apollo Health Street II-157

Infosys Plans to Acquire Aptara II-157

Intelenet Obtains Approval from SEBI to Acquire Remaining

Stake in Sparsh II-158

Tivit Completes Acquisition of Open Concept II-158

3iI Completes Acquisition of LFMS Majority Stake II-158

WNS Takes Over Call 24/7 II-158

Nalanda Capital Takes Over 5.25% Stake in WNS II-159

DPWN to Acquire Williams Lea II-159

IPVG to Acquire Medium-Sized BPO Companies in Asia II-159

Adventity Forms Joint Venture with Noor for Outsourcing Services II-160

WNS and Advanced Contact Solutions Establish a Joint Venture

Company II-160

Genpact Inks Agreement with Ceridian II-160

South West Water and Accenture Enter into Outsourcing Agreement II-161

Eisai Inks Outsourcing Agreement with Accenture II-161

BSNL Inks Contract with Convergys II-161

BancTec Enters into Agreement with Large Insurance Provider II-162

Accenture Enters into BPO Services Agreement with CNA Financial II-162

CGI Enters into Ten-Year Contract with Magnolia Company II-163

ACS Renews Contract with Weld County II-163

Baltimore Gas Selects Accenture to Rollout Smart Energy Savers

Program II-163

The US Department of VA Selects EDS to Support Combat Veteran

Call Center II-163

Scripps Selects ADP for Providing BPO Services II-164

TCS Bags Multi-Year IT Outsourcing Contract II-164

TCS Subsidiary Receives Contract for BPO Services from Sun

Life Financial II-164

TeleTech Inks Multiyear Service Contract with JNET II-164

TeleTech Enters into an Agreement with Global 100 Communications II-165

StarTek Renews Agreement with a Communication Company II-165

BPOMS Secure Contracts for ECM Outsourcing Solution II-165

HP Bags a Long-Term Contract from Tribune Publishing II-166

Capgemini Bags Major Outsourcing Contract from Unilever II-166

ACS Receives a Supply Contract from CAQH II-167

ADP to provide HR BPO Services to Sodexo II-168

Convergys Enters into Agreement with a Financial Services Company II-168

Convergys Enters into Contract with Avaya II-168

CSC Wins Contract from Zurich Financial Services II-168

CSC Signs BPO Contract with Wilton Re II-169

CSC Enters into Contract with GSA II-169

CSC Bags Contract from Eaton II-170

Cambridge Bags the Australian State Government-run Project II-170

TPI Facilitates US$1.5 Billion Transaction Between Capita and

Prudential UK II-170

TCS Renews Contract with Virgin Atlantic II-170

Spherion and United Airlines Renew Contract for Recruitment

Outsourcing II-171

Harvard Pilgrim Extends Agreement with Perot Systems II-171

DST Health and Independence Blue Cross Extend BPO Agreement II-171

CGI Extends Contract with Océ North America II-172

Stellar Renews BPO Contract with Simply Energy II-172

PricewaterhouseCoopers Signs BPO Deal with Logica II-172

Nineteen Hours IT to Expand BPO Operations in India II-173

Spherion to Expand RPO Operations II-173

ExlService Holding to Invest in Indian Operations II-173

Genpact to Extend APO Business to Australia II-173

SBPO to Expand GramIT, the Rural Back Office Vehicle II-173

iGATE Sets Up Facility in Mexico II-174

Tier Technologies Divests Government BPO Division II-174

eTelecare to Open New Delivery center for BPO Services in

Jacksonville II-174

Infosys Sets up Mexican Subsidiary II-174

Wipro Establishes New BPO Center II-175

Cipher Dynamics Commences its Business Activity in India II-175

OPI Sets Up Service Center in Delhi II-175

Sundaram Finance BPO Unit Establishes New Facility in Madurai II-175

Tata to Set-up Rural BPO Unit in Orissa II-175

Bihar Establishes Rural BPO for Locals II-176

HDFC Bank All Set to Establish a BPO Unit in Tirupati II-176

Sutherland to Establish New Global Campus in Chennai II-176

Wipro's BPO Unit Establishes Offices in China II-176

Perot Systems to Establish Infrastructure, IT services and BPO

Division in Coimbatore II-176

Accenture Announces its Procurement BPO II-176

Wipro Inaugurates a Global Service Management Center in Malaysia II-177

Tata Chem Division Initiates a BPO Project II-177

Tech Mahindra Plans to Diversify Customer Base II-177

MphasiS Plans to Tap New Opportunities in India II-177

Bacnotan Plans Investments in BPO II-177

Stellar Forays into UK Business Process Outsourcing Market II-178

Omega Healthcare Plans to Tap Opportunities in Patient

Hospital Coding II-178

Enlightened Announces its BPO Operations in Louisiana II-178

Vertex Shifts Key Functions to Gurgaon II-178

Spanco Plans Demerger of BPO Business II-179

Genpact Ready to Enter Domestic BPO Market II-179

ClientLogic Merges with SITEL II-179

CGI Announces Merger of its Insurance Divisions II-179

Accentia Acquires Three Healthcare BPOs in the US II-179

Usha-Martin Acquires Converso II-180

Ebix Announces Acquisition of JenQuest and Subsidiary,IDS II-180

Apollo Acquires BPO Company- Zavata II-180

Fuji Xerox Australia Takes Over KAZ's BPO Division II-181

Integreon Takes Over CBF II-181

Essar Takes Over Global Vantedge II-181

TMF Takes Over Ernst & Young BPO Business II-182

Aegis to Take Over Teletech II-182

Satyam Takes Over Stake in BPO firm Nipuna II-182

Hero Group Acquires Dalglen II-182

Gallagher Acquires Cedar Hill II-182

Allsec Takes Over Kingdom Builders II-182

HOV Services to Acquire BPO Center II-182

Integreon to Take Over BPO Firm in the US II-183

Firstsource Solutions Completes BPM Acquisition II-183

Cognizant Technology Takes Over marketRx II-183

BPO Management Services Completes Blue Hill Data Services

Acquisition II-183

Firstsource Solutions Takes Over MedAssist Holding II-183

Mirrus Systems Acquires AMSplus II-184

Quatrro BPO Solutions Acquires Certain Assets of Preferred

Financial Group II-184

Spinnaker Management Group Completes Prosero Acquisition II-184

Indecomm Global Completes Acquisition of US Recordings II-184

Bhilwara Scribe Takes Over Benson Transcription Technologies II-184

Genpact Completes Acquisition of Axis Risk Consulting II-184

Advent International Completes Acquisition of Lloyds II-185

The Sun Group Plans to Acquire Stake in Firstsource Solutions II-185

Deloitte Consulting Completes Stake Acquisition of Mastek II-185

SunGard Capital Completes Acquisition of Aceva Technologies II-185

Equifax Completes Acquisition of TALX II-186

Private Equity Firms Consortium Acquires Vertex Data II-186

Ayala's Subsidiary Completes Acquisition of Affinity Express II-186

NetFabric Holdings to Take Over Help Desk NOW II-186

Tela Sourcing Takes Over HealthASPex Business Assets II-186

Spherion to Acquire Technisource II-187

Gevity Announces Acquisition of HRAmerica II-187

ACS Announces Acquisition of Albion II-188

THL Partners and FNF Acquires Ceridian II-188

Convergys Acquires AOL Contact Center II-188

RPG Acquires Stake in Zensar II-188

Fujitsu Plans to Acquire Intelenet II-188

Keane Enters into a JV with ZC Sterling to Introduce BestShoresSM II-189

Zensar Forms IT and BPO Joint Venture with EZA II-189

Adaptis Inks Partnership with Kaye-Smith II-190

Adaptis Signs BPO Alliance with Clear Choice Health Plan II-190

Quistor Collaborates with Oracle to Launch e-Learning BPO

Platform II-190

Effort BPO Collaborates with Asia Star Info to Establish BPO

Centers in China II-191

Accenture Signs Outsourcing Agreement with AIG II-191

Accenture and Microsoft Enter into an Outsourcing Agreement II-191

Accenture and BT Enter into an Outsourcing Agreement II-191

Washington Gas Signs Agreement with Accenture II-192

Accenture and United Utilities Enter Outsourcing Agreement II-192

Tetra Pak Signs BPO Agreement with Capgemini II-192

Capgemini Inks 5-Year BPO Contract with NXP II-193

Convergys Inks Contract with Johnson & Johnson II-193

Convergys and Fifth Third Bancorp Renews Contract II-193

Convergys and Rosetta Stone Sign Contract II-194

CGI Renews Agreement with The Commerce Group II-194

ACS Renews Contract with PERSI II-194

ACS Inks Deal with Safety-Kleen II-195

Infosys Secures Contract from Philips II-195

CSC Enters into a BPO Contract with UKvisas II-196

CSC Secures a Contract from DHS to Develop IDDMP for USCIS II-196

CSC Wins BPO Contract from Universal for Providing Banking

Services II-196

CSC Wins BPO Services Contract from Chubb II-197

CSC Obtains an Eagle Task Order from USCIS II-197

Hewitt Contracts with Rogers II-198

Intelligroup Contracts with eXpertivity II-198

TCS Contracts with Hawaiian Airlines II-198

EDS Inks Agreement with Telekomunikacja II-199

TCS Enters into an Agreement with Pichincha II-199

Computer Sciences Enters Multi-Year BPO Agreement with Northstar II-200

Convergys to Provide Marketing Research for a Global Financial

Firm II-200

Convergys Enters into Agreement with Telecom Egypt II-201

Convergys Enters into Contract with Starbucks II-201

Wipro Infocrossing Bags Outsourcing Deal from Missouri Health

Net Division II-201

CSC Expands Contract with John Hancock II-201

Rabobank Extends BPO Contract with Unisys II-202

CSC Extends Outsourcing Contract with Swiss Re II-202

Sitel Plans Further Expansion in India II-202

TeleTech Establishes New BPO Facility in South Africa II-203

MphasiS Inaugurates Exclusive BPO Center for Idea Cellular II-203

Infosys Extends BPO and IT Center in Czech Republic II-203

Barclays Divests Stake in Indian BPO II-203

Jay Shree Tea Plans to Sell its BPO Unit II-204

Ninestars Begins BPO Business II-204

Spanco Invests in Indian BPO Segment II-204

FirstSource Receives Authorization from Financial Services

Authority of UK II-204

16. FOCUS ON SELECT GLOBAL PLAYERS II-205Accenture Plc (Ireland) II-205Automatic Data Processing, Inc. (US) II-205Xerox Corporation (USA) II-206Aon Hewitt (USA) II-206Capgemini (France) II-207Capita Plc (UK) II-207Ceridian Corporation (USA) II-208CGI Group, Inc. (Canada) II-208Cognizant Technology Solutions Corporation (US) II-208Computer Sciences Corporation (USA) II-209Dell Services (USA) II-209EXLService Holding, Inc. (US) II-210Genpact Limited (India) II-210HP Enterprise Services (USA) II-211Infosys BPO Ltd. (India) II-211Intelligroup, Inc. (USA) II-211International Business Machines Corporation (US) II-212KARVY Global Services Limited (India) II-212Keane, Inc. (USA) II-212NorthgateArinso (UK) II-212Procurian, Inc. (USA) II-213Randstad Holding n.v. (Netherlands) II-213Serco Group, Plc (UK) II-214Intelenet Global Services Pvt. Ltd. (India) II-214StarTek, Inc. (USA) II-215Steria (France) II-215Syntel, Inc. (US) II-215Tata Consultancy Services Limited (India) II-216TriNet Group, Inc. (USA) II-216Wipro Limited (India) II-216WNS (Holdings) Limited (India) II-217

17. GLOBAL MARKET PERSPECTIVE II-218

Table 7: 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 2010 through 2018 (includes corresponding Graph/Chart) II-218

Table 8: World Historic Review for Business ProcessOutsourcing by Geographic Region - US, Canada, Asia-Pacific,Europe and Rest of World Independently Analyzed by AnnualRevenue Figures in US$ Million for the Years 2004 through 2009(includes corresponding Graph/Chart) II-219

Table 9: 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 2004, 2011 and 2018 (includes

corresponding Graph/Chart) II-220

By Horizontal Segment II-221

Table 10: 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 2010 through 2018 (includes corresponding Graph/Chart) II-221

Table 11: World Historic Review for Finance & AccountingOutsourcing by Geographic Region - US, Canada, Asia-Pacific,Europe and Rest of World Independently Analyzed by AnnualRevenue Figures in US$ Million for the Years 2004 through 2009(includes corresponding Graph/Chart) II-222

Table 12: World 15-Year Perspective for Finance & Accounting

Outsourcing by Geographic Region - Percentage Breakdown of

Revenues for US, Canada, Asia-Pacific, Europe and Rest of

World for the Years 2004, 2011 and 2018 (includes

corresponding Graph/Chart) II-223

Table 13: World Recent Past, Current and Future Analysis forCustomer Services Outsourcing by Geographic Region - US,Canada, Asia-Pacific, Europ

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