Global Business Process Outsourcing (BPO) Industry

Aug 06, 2015, 16:09 ET from ReportBuyer

LONDON, Aug. 6, 2015 /PRNewswire/ -- 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. The report provides separate comprehensive analytics for the US, Canada, Japan, Europe, Asia-Pacific, Latin America, and Rest of World. Annual estimates and forecasts are provided for the period 2014 through 2020. Also, a seven-year historic analysis is provided for these markets. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based on public domain information including company URLs. The report profiles 245 companies including many key and niche players such as -

Accenture Plc
Aon Hewitt
Automatic Data Processing, Inc.
Capgemini
Capita Plc

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I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

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


II. EXECUTIVE SUMMARY

1. INDUSTRY OVERVIEW II-1
BPO - A Prelude II-1
Current and Future Analysis II-2
The Changing Scenario II-3
Disruptive Forces Line the Future BPO Model II-4
Overview of the Outsourcing Industry Amid Economy Upheavals II-5
Impact of Recession II-5
Debt Crisis Drives Investors to become Risk Averse II-6
Economy Outlook II-7
Table 1: World GDP (2012-2015): Breakdown of Percentage GDP
Growth by Select Country (includes corresponding Graph/Chart) II-9
Emerging Markets Drive Growth II-10
Growth Opportunities in Service Segments II-10
BPO Adoption in End-User Markets II-10

2. MARKET DYNAMICS II-12
Sourcing Strategy/Model: Means to Achieve Business Process II-12
Sole Sourcing - A Model for Increasing Operational Efficiency II-12
One-Stop-Shop for Comprehensive HR Outsourcing II-13
Multi-Source Approach: Gains Strength II-13
Benefits of Multi-Sourcing Approach II-13
Challenges Facing Multi-Sourcing Strategy II-14
Offshore BPO: Driving Cost-Effectiveness II-14
Offshore Outsourcing of Call Centers II-15
Protectionism - Implications for Offshore BPOs II-15
A Brief Sketch of Major Outsourcing Destinations II-16
India II-17
Philippines II-17
China II-17
Malaysia II-18
Czech Republic II-18
Singapore II-18
Brazil II-18
Canada II-18
Poland II-19
Egypt II-19
Mexico II-19

3. MARKET TRENDS II-20
Altering Delivery Models II-20
Small and Mid-Size Companies - An Expanding Clientele II-20
Focus on Business Process Improvement Gains Momentum II-20
'Industry Expertise' Becomes a'Must-Have' for Service Providers II-21
MSM Model to Boost Client-Vendor Relationships II-21
Service Providers to Focus on Data Security II-21
Migration to SaaS and Private Cloud to Gain Momentum II-21
Internet of Things Poised to Drive Gains II-22
Alternate Offshore Locations Challenge Dominance of
Traditional Centers II-22
Nearshoring Finds Favor among Businesses II-22
Latin America Emerges as a Global Delivery Location II-23
Continental Europe Opens Up to BPO II-23
New Business Areas Make Gains II-24
Industry-Specific BPO Services Continue to Gain Strength II-24
Advanced Technologies Come to the Aid of BPO Providers II-24
Robotic Automation Makes In Roads in BPO Industry II-25
Social Media Networking Trend Transforms Business Strategies II-25
Growing Popularity of Cloud Computing II-26
Growing Use of Mobile Based Customer Service Applications II-27
Voice Biometrics - Growing Role in Customer Verification II-27
BPO Providers Warm up to Green Computing II-28
Analytic Outsourcing Registers Strong Growth II-28
Supply Management Outsourcing Market on an Upswing II-28
Rise of Bundled IT & BPO Deals II-29
BPO: Heading towards Commoditization? II-29
Growing Significance of Value Addition II-29
Platform BPO - A Key Driving Factor II-29
Merchants Opt for Outsourcing to Protect Credit Card Data II-30
Growing Proportion of Non-Linear Revenues II-30
The Importance of Impact Sourcing II-30
Challenges for Impact Sourcing II-31

4. AN INSIGHT INTO MAJOR HORIZONTAL SEGMENTS II-32
Finance and Accounting BPO (FAO) II-32
Customer Services BPO II-32
Human Resources BPO (HRO) II-33
Recruitment Process Outsourcing (RPO) II-34
HR Outsourcing Types II-34
Procurement BPO II-34
Knowledge Process Outsourcing (KPO) II-35
BPO Vs KPO II-36

5. FINANCE & ACCOUNTING II-37
Overview II-37
Competition II-38
Table 2: Leading Players in the Global F&A BPO Market (2014):
Percentage Breakdown of Revenues for Accenture, Capgemini,
Genpact, IBM and Others (includes corresponding Graph/Chart) II-38

6. CUSTOMER SERVICES BPO II-39
A Prelude II-39
Opportunities from Growing Web-Based Interactions II-39
Contact Center Outsourcing Services Makes Inroads into New
Verticals II-40
Service Providers Adopt New Strategies II-40

7. HR BUSINESS PROCESSES OUTSOURCING II-41
A High-Profile Segment II-41
Future Growth Opportunities II-41
Snapshots II-42
Multi-Process HRO Market: An Overview II-42
Noteworthy Trends & Issues II-43
Cost Reduction: Finding Favor Again in Difficult Times II-43
Buyers to Adopt a Tighter Focus II-43
Emergence of Mid-Market II-43
Demand for Newer & Innovative Platforms II-44
Trend towards Process Convergence II-44
Transformation to Services TCO II-44
Focus on Short-term Deals II-44
Fewer Processes in Multi-process HRO Deals II-45
Best-of-the-Breed Concept Gains Strength II-45
Multi-Country Presence of Vendors II-45
Talent Acquisition and Retention: Important Tasks II-45
Rising Significance of Analytics II-45
HR Portal: A Highlighting Trend II-46
Migration to the Cloud II-46
Self-Service: An Option for Mobile Workforce II-46

8. KNOWLEDGE PROCESS OUTSOURCING II-47
Knowledge-Intensive Companies Foster Demand for KPO Services II-47
India: The Leader in KPO Marketplace II-47
BPO Providers Look to Extend Presence into KPO Sector II-47
Shift towards Value Creation - The Only Way Out II-48
Supplier Glut Imminent II-48
Future Looks Bright for Analytics Outsourcing Market II-48

9. PROCUREMENT BPO II-49
Introduction II-49
Robust Growth Ahead for Procurement BPO II-50
Key Demand Generators II-50
Major Factors Driving Companies to Seek Procurement Outsourcing II-50
Growing Significance of Procurement Function II-50
Future Opportunities: An Increasingly Strategic Role for PO II-51
Clients Look for New Business Models II-51
Relevance of Procurement Outsourcing for Large Businesses II-51
Challenges Confronting PO Vendors II-52
Leading Players II-52
Competition Heats Up in Procurement BPO Market II-52
Logistics BPO II-53

10. COMPETITIVE LANDSCAPE II-54
BPO Industry: Competitive Scenario II-54
Consolidation Activity Intensifies II-54
Select BPO Mergers & Acquisitions Activity in the Recent Past II-55
Presence of Top 10 BPO Service Providers in Various Market
Segments (2014) II-56

11. REVIEW OF SELECT END-USE MARKETS II-57
Manufacturing Sector II-57
Telecommunications Industry II-57
Retail Sector II-58
Banking, Insurance & Finance Services II-58
Bookkeeping II-59
Budgeting II-59
Credit Card Processing II-59
Financial Reporting II-59
Financial Statements II-60
General Ledger Maintenance II-60
Bank Reconciliation Statement II-60
Financial Analysis II-60
Preparation of Tax Returns II-60
Mortgage Processing Services II-61
Banking Sector II-62
Business Case for Outsourcing in Banking Sector II-62
Insurance II-62
A Prelude II-62
Industry on the Recovery Mod II-64
Travel & Transportation Industry II-64
Travel Services II-64
Airline Industry II-65
Logistics and Transportation II-66
Government BPO II-66
Construction II-67

12. SERVICE OVERVIEW II-68
Introduction II-68
Vertical Vs Horizontal BPO II-68
Vertical BPO II-68
Horizontal BPO II-69
Onsite, Offsite and Offshore BPO Models II-69
Onsite Business Process Outsourcing II-70
Offsite Business Process Outsourcing II-70
Offshore Business Process Outsourcing II-70
BPO Business Models II-71
Types of BPO Structures II-72
Common Services Offered by BPO Providers II-73
Customer Support Services II-73
Technical Support Services II-73
Employee IT Help-desk Services II-73
Telemarketing Services II-74
Insurance Processing II-74
Data Conversion Services II-74
Data Entry Services II-74
Planning for BPO II-74
Why Outsource to Third World Countries? II-74
The BPO Advantage II-75
How is BPO Different from ASP? II-75
Platform BPO II-76
Platform BPO Vs Traditional BPO II-76
Advantages of Platform BPO II-77
Challenges Facing¬ Platform BPO II-77

13. SERVICE LAUNCHES II-78
Visionet Unveils Automated Pay-Off Request Processing System II-78
Golden Gate BPO Establishes New Multi-Channel Contact Centre II-78
Avaloq Introduces Business Process Outsourcing Services II-78
Tata Consultancy Services, GE and Saudi Aramco Join Hands to
Launch BPO in Saudi Arabia II-78
Vestmark Unveils BPO Services II-78
Optum Announces New Business Process Outsourcing Services for
Payers II-78
Stream Global Services Introduces BPO Service, Stream
Enterprise, in Europe II-78
DealNet's BPO Division Rolls Out Contact Center Services II-79
HP Rolls Out BPO Analytics Services II-79
Cemex and IBM Voice Intentions to Provide IT Services II-79
Dell Increases BPO Services Offerings II-79

14. RECENT INDUSTRY ACTIVITY II-80
Capgemini Extends Relationship with Trintech II-80
Arvato Inks Deal with Telefonica II-80
MBA Fakhro Forms Voyager IT Solutions II-80
Expert Global Solutions Undertakes Expansion Plans II-80
Spoken Communications Enters Into Technological Partnership
with Startek II-80
Visionet Systems Implements FREEMAN ONLINE® II-80
SunGard Inks Deal with InCore Bank II-80
Ubiquity Global Enters into Service Agreement with Wave Crest II-81
Owner Resource Divests Gila II-81
ExlService Takes Over RPM Direct II-81
Telamon Takes Over Rizzo Consulting II-81
Cognizant Acquires CNO Financial Group's India-based Operations II-81
MiraMed Global Acquires On Call Consulting II-81
Canon Italia to Acquire Integra Document Management II-81
CapMan Sells Symbio Stake to VXI Global II-81
e-Nxt Financials Merges with Tata BSS II-82
Alorica to Acquire West Corporation's Agent Services Business II-82
Accenture Extends Agreement with Enbridge Gas Distribution II-82
HP to Split into Two New Publicly Traded Companies II-82
ADP Spins Off Dealer Services Business II-82
WNS Enters into Strategic Alliance with Transparent Group II-82
Steria and Spora to Merge II-82
OpenText Acquires GXS II-82
Concentrix Concludes Second Phase of Acquisition of IBM's
Customer Care and Industry Process Services Business II-83
Webhelp Announces Plans to Take Over SNT II-83
Convergys Takes Over Stream II-83
SPi Global Acquires Bachieve International II-83
Arvato Acquires Stok UK II-83
Vitruvian Acquires Stake in ASP4all Bitbrains II-83
Liberty Source and AOL Enter into Agreement II-83
R Systems Divests Stake II-83
Acquire BPO Takes Over Shore Solutions II-84
HOV Services Divests Stake in SourceHOV Holdings II-84
Webhelp Acquires FDI II-84
Cinven Acquires Visma II-84
Convergys Acquires Stream II-84
SYNNEX Acquires Customer Care Services Business of IBM II-84
Webhelp Takes Over Telecom Service Centres II-84
Datacom Group Divests Contact Centre Division to Convergys II-84
Accenture Takes Over Procurian II-85
ISS Enters into a Partnership with CGI II-85
Triangle Services Takes Over Content Critical Solutions II-85
ELBRUS CAPITAL Acquired INTERCOMP II-85
Harland Clarke Holdings Divests BPO Subsidiary, Faneuil, Inc.,
to ALJ Regional Holdings II-85
Ephesoft Announces Sale of Enterprise Class System to Mediatica II-85
FUJIFILM Holdings Acquires BPO Division of Salmat Limited II-85
Accenture Acquires PROCURIAN II-85
Cognizant Voiced Intentions to Acquire ValueSource II-85
Stream Acquires N2SP II-85
transcosmos Takes Over Data Entry Business from NBI II-86
Kewill Group Takes Over FOUR SOFT II-86
iD Commerce + Logistics Acquires In A Bind Assembly and
Fulfillment II-86
Enhanced Recovery Acquires TMone II-86
Harland Clarke Holdings Inks Agreement with Davis + Henderson II-86
PLDT Announces the Sale of BPO UNIT TO CVC II-86
National Flood Services to Take Over CSC's Flood Insurance BPO
Unit II-86
Ayala Corp Takes Over LBM Holdings II-86
Aurelius Group Acquires TDS HR SERVICES & SOLUTIONS II-86
Gores Group Takes Over Davis + Henderson Outsourcing Business II-86
Qualfon Takes Over Data Control Group (DCG) II-87
Capita Acquires iQor UK II-87
Swiss Post Takes Over Scalaris II-87
Teleperformance Takes Over TLS Contact II-87
INFOSYS BPO Opens New Delivery Center in Netherlands II-87
TranSigma Joins Hands with Miratech II-87
Brandix and Accenture Collaborate to Provide BPO Services II-87
Astellas and Accenture Ink Agreement II-87
Genpact Voiced Intentions to Expand Operations into Brazil II-87
Accenture and Janalakshmi Financial Services Enter into a
Partnership II-88
Capital One Financial Corporation Opens BPO facility in
Philippines II-88
IBM Sets up BPO Facility in Laguna II-88
Cityland Development Corp. Launched BPO hub, CityNet 1 in
Philippines II-88
Convergys Opens BPO Center in Mindanao II-88
SUTHERLAND GLOBAL Unveils BPO Centre in Tiruchi II-88
Jetking Infotrain Intends to Unveil a BPO Firm II-88
Aegis Intends to Expand Operations in Asia II-88
Marriot International, Inc. And Accenture Announce Plans for
Strategic Collaboration II-88
AVALOQ Unveils a BPO Center in Singapore II-89
ING Unveils BPO facility in Manila II-89
Ferro Selects Capgemini II-89
Accenture Bags Deal from SSAB II-89
GENPACT Expands Footprint in Netherlands II-89
Logistics Executive Group of Australia and Milestone
Consulting Group Establish Joint Venture II-89
Major Global BPO Firms Ink Cooperation Agreement to Establish
Call Center II-89
FPT Software and Agrex Join Hands to Setup a BPO II-89
Infosys Forays into Latin America II-89
Serco Global Services Launches BPO Centre in South Africa II-90
Hinduja Global Solutions Launches Delivery Centre in Hyderabad II-90
Accenture to Provide Accounts Payable Invoice Processing
Services to Westinghouse Electric Company II-90
Itau BBA Selects Broadridge Financial Solutions's BPO
Operations Solution II-90
SS&C Takes Over GlobeOp II-90
Paxys and Simpro Solutions Enter into a Joint Venture II-90
Aegis BPO Starts Durban Operations II-90
Sundaram BPO Ventures into UK Market II-90
Capgemini Expands BPO Footprint in India II-90
IBM Sets Up BPO Facility to Expand into Philippines II-91
Serco Launches New Facility II-91
Accenture Expands to Add New Facilities in Philippines II-91
Rural Shores Sets up RURAL BPO in India II-91
PAREXEL International Takes Over Liquent II-91
Serco Acquires Majority Stake in the BPO Arm of Mena Business
Services II-91
PLDT Divests Majority Stake of Outsourcing Subsidiary Pangilinan II-91
CSC Divests Consulting and Systems Integration Services Segment II-91
CESC Acquires Firstsource Solutions II-91
NIIT Technologies Takes Over Sabre Philippines Development Center II-92
Infosys BPO Takes Over Marsh & McLennan's Outsourcing Division II-92
ADITYA BIRLA NUVO Voiced Intentions to Sell Majority Stake in
BPO Arm II-92
WNS Takes Over Fusion Outsourcing Services II-92
Innovation Group Takes Over Value Partners II-92
Serco Group Acquires Vertex Public Sector II-92
SuccessEHS Acquires Outsourcing/Consulting Firm II-92
NTT Closes Deal to Take Over a Controlling Stake in
Diversified Technology Solutions International (DTSI) Group II-92
GameCorp Acquires OC Communications Group II-92
Datacom Takes Over Enterprise Support Asia-Pacific II-93
NCO Group Completes Merger with APAC Customer Services II-93
Paxys Divests Australian Subsidiary II-93
Sistema Shyam Signs Agreement With IKF Technologies II-93
Big Horn Energy Services Chooses AcctTwo as BPO Partner II-93
Capgemini Provides BPO Services to Agrana II-93

15. FOCUS ON SELECT GLOBAL PLAYERS II-94
Accenture Plc (Ireland) II-94
Aon Hewitt (USA) II-94
Automatic Data Processing, Inc. (USA) II-95
Capgemini (France) II-96
Capita Plc (UK) II-96
Ceridian HCM, Inc. (USA) II-97
CGI Group, Inc. (Canada) II-97
Cognizant Technology Solutions Corporation (USA) II-98
Computer Sciences Corporation (USA) II-98
Dell Inc. (USA) II-98
EXLService Holding, Inc. (USA) II-99
Genpact Limited (India) II-99
Hewlett-Packard Development Company L.P (USA) II-100
Infosys BPO Ltd. (India) II-101
International Business Machines Corporation (USA) II-101
KARVY Global Services Limited (India) II-101
NTT DATA Corporation. (Japan) II-102
NGA Human Resources (UK) II-102
Randstad Holding nv (Netherlands) II-103
Serco Group, Plc (UK) II-103
StarTek, Inc. (USA) II-104
Sopra Steria Group (Europe) II-104
Syntel, Inc. (USA) II-104
Tata Consultancy Services Limited (India) II-105
TriNet Group, Inc. (USA) II-105
Wipro Limited (India) II-106
WNS (Holdings) Limited (India) II-106

16. GLOBAL MARKET PERSPECTIVE II-107
Table 3: World Recent Past, Current and Future Analysis for
Business Process Outsourcing by Geographic Region - US,
Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin
America and Rest of World Markets Independently Analyzed with
Annual Spending Figures in US$ Million for Years 2014 through
2020 (includes corresponding Graph/Chart) II-107

Table 4: World Historic Review for Business Process
Outsourcing by Geographic Region - US, Canada, Japan, Europe,
Asia-Pacific (excluding Japan), Latin America and Rest of
World Markets Independently Analyzed with Annual Spending
Figures in US$ Million for Years 2007 through 2013 (includes
corresponding Graph/Chart) II-108

Table 5: World 14-Year Perspective for Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Spending for US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America and Rest of World Markets for
Years 2007, 2015 and 2020 (includes corresponding Graph/Chart) II-109
By Horizontal Segment II-110
Table 6: World Recent Past, Current and Future Analysis for
Finance & Accounting Outsourcing by Geographic Region - US,
Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin
America and Rest of World Markets Independently Analyzed with
Annual Spending Figures in US$ Million for Years 2014 through
2020 (includes corresponding Graph/Chart) II-110

Table 7: World Historic Review for Finance & Accounting
Outsourcing by Geographic Region - US, Canada, Japan, Europe,
Asia-Pacific (excluding Japan), Latin America and Rest of
World Markets Independently Analyzed with Annual Spending
Figures in US$ Million for Years 2007 through 2013 (includes
corresponding Graph/Chart) II-111

Table 8: World 14-Year Perspective for Finance & Accounting
Outsourcing by Geographic Region - Percentage Breakdown of
Spending for US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America and Rest of World Markets for
Years 2007, 2015 and 2020 (includes corresponding Graph/Chart) II-112

Table 9: World Recent Past, Current and Future Analysis for
Customer Services Outsourcing by Geographic Region - US,
Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin
America and Rest of World Markets Independently Analyzed with
Annual Spending Figures in US$ Million for Years 2014 through
2020 (includes corresponding Graph/Chart) II-113

Table 10: World Historic Review for Customer Services
Outsourcing by Geographic Region - US, Canada, Japan, Europe,
Asia-Pacific (excluding Japan), Latin America and Rest of
World Markets Independently Analyzed with Annual Spending
Figures in US$ Million for Years 2007 through 2013 (includes
corresponding Graph/Chart) II-114

Table 11: World 14-Year Perspective for Customer Services
Outsourcing by Geographic Region - Percentage Breakdown of
Spending for US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America and Rest of World Markets for
Years 2007, 2015 and 2020 (includes corresponding Graph/Chart) II-115

Table 12: World Recent Past, Current and Future Analysis for
HR Outsourcing by Geographic Region - US, Canada, Japan,
Europe, Asia-Pacific (excluding Japan), Latin America and Rest
of World Markets Independently Analyzed with Annual Spending
Figures in US$ Million for Years 2014 through 2020 (includes
corresponding Graph/Chart) II-116

Table 13: World Historic Review for HR Outsourcing by
Geographic Region - US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America and Rest of World Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2007 through 2013 (includes corresponding
Graph/Chart) II-117

Table 14: World 14-Year Perspective for HR Outsourcing by
Geographic Region - Percentage Breakdown of Spending for US,
Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin
America and Rest of World Markets for Years 2007, 2015 and
2020 (includes corresponding Graph/Chart) II-118

Table 15: World Recent Past, Current and Future Analysis for
KPO by Geographic Region - US, Canada, Japan, Europe,
Asia-Pacific (excluding Japan), Latin America and Rest of
World Markets Independently Analyzed with Annual Spending
Figures in US$ Million for Years 2014 through 2020 (includes
corresponding Graph/Chart) II-119

Table 16: World Historic Review for KPO by Geographic Region -
US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),
Latin America and Rest of World Markets Independently Analyzed
with Annual Spending Figures in US$ Million for Years 2007
through 2013 (includes corresponding Graph/Chart) II-120

Table 17: World 14-Year Perspective for KPO by Geographic
Region - Percentage Breakdown of Spending for US, Canada,
Japan, Europe, Asia-Pacific (excluding Japan), Latin America
and Rest of World Markets for Years 2007, 2015 and 2020
(includes corresponding Graph/Chart) II-121

Table 18: World Recent Past, Current and Future Analysis for
Procurement Outsourcing by Geographic Region - US, Canada,
Japan, Europe, Asia-Pacific (excluding Japan), Latin America
and Rest of World Markets Independently Analyzed with Annual
Spending Figures in US$ Million for Years 2014 through 2020
(includes corresponding Graph/Chart) II-122

Table 19: World Historic Review for Procurement Outsourcing by
Geographic Region - US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America and Rest of World Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2007 through 2013 (includes corresponding
Graph/Chart) II-123

Table 20: World 14-Year Perspective for Procurement
Outsourcing by Geographic Region - Percentage Breakdown of
Spending for US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America and Rest of World Markets for
Years 2007, 2015 and 2020 (includes corresponding Graph/Chart) II-124
By End-Use Segment II-125
Table 21: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Manufacturing Industry by
Geographic Region - US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America and Rest of World Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2014 through 2020 (includes corresponding
Graph/Chart) II-125

Table 22: World Historic Review for Business Process
Outsourcing in Manufacturing Industry by Geographic Region -
US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),
Latin America and Rest of World Markets Independently Analyzed
with Annual Spending Figures in US$ Million for Years 2007
through 2013 (includes corresponding Graph/Chart) II-126

Table 23: World 14-Year Perspective for Business Process
Outsourcing in Manufacturing Industry by Geographic Region -
Percentage Breakdown of Spending for US, Canada, Japan,
Europe, Asia-Pacific (excluding Japan), Latin America and Rest
of World Markets for Years 2007, 2015 and 2020 (includes
corresponding Graph/Chart) II-127

Table 24: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Telecommunications &
Technology Industry by Geographic Region - US, Canada, Japan,
Europe, Asia-Pacific (excluding Japan), Latin America and Rest
of World Markets Independently Analyzed with Annual Spending
Figures in US$ Million for Years 2014 through 2020 (includes
corresponding Graph/Chart) II-128

Table 25: World Historic Review for Business Process
Outsourcing in Telecommunications & Technology Industry by
Geographic Region - US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America and Rest of World Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2007 through 2013 (includes corresponding
Graph/Chart) II-129

Table 26: World 14-Year Perspective for Business Process
Outsourcing in Telecommunications & Technology Industry by
Geographic Region - Percentage Breakdown of Spending for US,
Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin
America and Rest of World Markets for Years 2007, 2015 and 2020
(includes corresponding Graph/Chart) II-130

Table 27: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Banking, Insurance & Finance
Services Industry by Geographic Region - US, Canada, Japan,
Europe, Asia-Pacific (excluding Japan), Latin America and Rest
of World Markets Independently Analyzed with Annual Spending
Figures in US$ Million for Years 2014 through 2020 (includes
corresponding Graph/Chart) II-131

Table 28: World Historic Review for Business Process
Outsourcing in Banking, Insurance & Finance Services Industry
by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America and Rest of World Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2007 through 2013 (includes corresponding
Graph/Chart) II-132

Table 29: World 14-Year Perspective for Business Process
Outsourcing in Banking, Insurance & Finance Services Industry
by Geographic Region - Percentage Breakdown of Spending for
US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),
Latin America and Rest of World Markets for Years 2007, 2015
and 2020 (includes corresponding Graph/Chart) II-133

Table 30: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Retail Industry by Geographic
Region - US, Canada, Japan, Europe, Asia-Pacific (excluding
Japan), Latin America and Rest of World Markets Independently
Analyzed with Annual Spending Figures in US$ Million for Years
2014 through 2020 (includes corresponding Graph/Chart) II-134

Table 31: World Historic Review for Business Process
Outsourcing in Retail Industry by Geographic Region - US,
Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin
America and Rest of World Markets Independently Analyzed with
Annual Spending Figures in US$ Million for Years 2007 through
2013 (includes corresponding Graph/Chart) II-135

Table 32: World 14-Year Perspective for Business Process
Outsourcing in Retail Industry by Geographic Region -
Percentage Breakdown of Spending for US, Canada, Japan,
Europe, Asia-Pacific (excluding Japan), Latin America and Rest
of World Markets for Years 2007, 2015 and 2020 (includes
corresponding Graph/Chart) II-136

Table 33: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Other End-Use Sectors by
Geographic Region - US, Canada, Japan, Europe, Asia-Pacific
(excluding Japan), Latin America and Rest of World Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2014 through 2020 (includes corresponding
Graph/Chart) II-137

Table 34: World Historic Review for Business Process
Outsourcing in Other End-Use Sectors by Geographic Region -
US, Canada, Japan, Europe, Asia-Pacific (excluding Japan),
Latin America and Rest of World Markets Independently Analyzed
with Annual Spending Figures in US$ Million for Years 2007
through 2013 (includes corresponding Graph/Chart) II-138

Table 35: World 14-Year Perspective for Business Process
Outsourcing in Other End-Use Sectors by Geographic Region -
Percentage Breakdown of Spending for US, Canada, Japan,
Europe, Asia-Pacific (excluding Japan), Latin America and Rest
of World Markets for Years 2007, 2015 and 2020 (includes
corresponding Graph/Chart) II-139


III. MARKET

1. THE UNITED STATES III-1
A.Market Analysis III-1
Outlook III-1
Impact of Recession in Retrospect III-1
Nearshore Strategy Gains Strength III-2
Impact of Protectionist Policies III-2
Shift Away from Cost Containment Outsourcing Strategy III-2
HR Outsourcing - A Highly Lucrative Segment III-3
The Offshoring Advantage III-3
Indian BPOs Set Up Onshore Service Centers in US III-4
Offshoring Challenges III-4
Procurement BPO Market III-4
Bank Outsourcing Market III-5
Residential Mortgage Outsourcing Market III-5
Affordable Care Act Invigorates Healthcare Payer BPO III-6
Service Launches III-6
Strategic Corporate Developments III-7
Key Players III-12
B.Market Analytics III-21
Table 36: US Recent Past, Current and Future Analysis for
Business Process Outsourcing by Horizontal Segment - Finance
& Accounting, Customer Services, HR, KPO, and Procurement
Markets Independently Analyzed with Annual Spending Figures
in US$ Million for Years 2014 through 2020 (includes
corresponding Graph/Chart) III-21

Table 37: US Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2007 through 2013 (includes corresponding
Graph/Chart) III-22

Table 38: US 14-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Spending for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for Years 2007, 2015 and 2020
(includes corresponding Graph/Chart) III-23

Table 39: US Recent Past, Current and Future Analysis for
Business Process Outsourcing by End-Use Sector -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Other Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2014 through 2020 (includes corresponding
Graph/Chart) III-24

Table 40: US Historic Review for Business Process
Outsourcing by End-Use Sector - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Other Markets Independently
Analyzed with Annual Spending Figures in US$ Million for
Years 2007 through 2013 (includes corresponding Graph/Chart) III-25

Table 41: US 14-Year Perspective for Business Process
Outsourcing by End-Use Sector - Percentage Breakdown of
Spending for Manufacturing, Telecommunications & Technology,
Banking, Insurance & Finance Services, Retail, and Other
Markets for Years 2007, 2015 and 2020 (includes
corresponding Graph/Chart) III-26

2. CANADA III-27
A.Market Analysis III-27
Outlook III-27
HR Outsourcing: On an Upswing III-27
Strategic Corporate Developments III-27
CGI Group, Inc. - A Key Player III-28
B.Market Analytics III-29
Table 42: Canadian Recent Past, Current and Future Analysis
for Business Process Outsourcing by Horizontal Segment -
Finance & Accounting, Customer Services, HR, KPO, and
Procurement Markets Independently Analyzed with Annual
Spending Figures in US$ Million for Years 2014 through 2020
(includes corresponding Graph/Chart) III-29

Table 43: Canadian Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2007 through 2013 (includes corresponding
Graph/Chart) III-30

Table 44: Canadian 14-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Spending for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for Years 2007, 2015 and 2020
(includes corresponding Graph/Chart) III-31

Table 45: Canadian Recent Past, Current and Future Analysis
for Business Process Outsourcing by End-Use Sector -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Other Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2014 through 2020 (includes corresponding
Graph/Chart) III-32

Table 46: Canadian Historic Review for Business Process
Outsourcing by End-Use Sector - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Other Markets Independently
Analyzed with Annual Spending Figures in US$ Million for
Years 2007 through 2013 (includes corresponding Graph/Chart) III-33

Table 47: Canadian 14-Year Perspective for Business Process
Outsourcing by End-Use Sector - Percentage Breakdown of
Spending for Manufacturing, Telecommunications & Technology,
Banking, Insurance & Finance Services, Retail, and Other
Markets for Years 2007, 2015 and 2020 (includes
corresponding Graph/Chart) III-34

3. JAPAN III-35
A.Market Analysis III-35
Current & Future Analysis III-35
Strategic Corporate Development III-35
NTT Data Corporation - A Key Player III-35
B.Market Analytics III-36
Table 48: Japanese Recent Past, Current and Future Analysis
for Business Process Outsourcing by Horizontal Segment -
Finance & Accounting, Customer Services, HR, KPO, and
Procurement Markets Independently Analyzed with Annual
Spending Figures in US$ Million for Years 2014 through 2020
(includes corresponding Graph/Chart) III-36

Table 49: Japanese Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2007 through 2013 (includes corresponding
Graph/Chart) III-37

Table 50: Japanese 14-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Spending for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for Years 2007, 2015 and 2020
(includes corresponding Graph/Chart) III-38

Table 51: Japanese Recent Past, Current and Future Analysis
for Business Process Outsourcing by End-Use Sector -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Other Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2014 through 2020 (includes corresponding
Graph/Chart) III-39

Table 52: Japanese Historic Review for Business Process
Outsourcing by End-Use Sector - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Other Markets Independently
Analyzed with Annual Spending Figures in US$ Million for
Years 2007 through 2013 (includes corresponding Graph/Chart) III-40

Table 53: Japanese 14-Year Perspective for Business Process
Outsourcing by End-Use Sector - Percentage Breakdown of
Spending for Manufacturing, Telecommunications & Technology,
Banking, Insurance & Finance Services, Retail, and Other
Markets for Years 2007, 2015 and 2020 (includes
corresponding Graph/Chart) III-41

4. EUROPE III-42
A.Market Analysis III-42
Outlook III-42
Service Launch III-44
Strategic Corporate Development III-44
Sopra Steria Group - A Key Player III-44
B.Market Analytics III-45
Table 54: European Recent Past, Current and Future Analysis
for Business Process Outsourcing by Geographic Region -
France, Germany, Italy, UK, Spain, Russia and Rest of Europe
Markets Independently Analyzed with Annual Spending Figures
in US$ Million for Years 2014 through 2020 (includes
corresponding Graph/Chart) III-45

Table 55: European Historic Review for Business Process
Outsourcing by Geographic Region - France, Germany, Italy,
UK, Spain, Russia and Rest of Europe Markets Independently
Analyzed with Annual Spending Figures in US$ Million for
Years 2007 through 2013 (includes corresponding Graph/Chart) III-46

Table 56: European 14-Year Perspective for Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Spending for France, Germany, Italy, UK, Spain, Russia and
Rest of Europe Markets for Years 2007, 2015 and 2020
(includes corresponding Graph/Chart) III-47

Table 57: European Recent Past, Current and Future Analysis
for Business Process Outsourcing by Horizontal Segment -
Finance & Accounting, Customer Services, HR, KPO, and
Procurement Markets Independently Analyzed with Annual
Spending Figures in US$ Million for Years 2014 through 2020
(includes corresponding Graph/Chart) III-48

Table 58: European Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2007 through 2013 (includes corresponding
Graph/Chart) III-49

Table 59: European 14-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Spending for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for Years 2007, 2015 and 2020
(includes corresponding Graph/Chart) III-50

Table 60: European Recent Past, Current and Future Analysis
for Business Process Outsourcing by End-Use Sector -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Other Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2014 through 2020 (includes corresponding
Graph/Chart) III-51

Table 61: European Historic Review for Business Process
Outsourcing by End-Use Sector - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Other Markets Independently
Analyzed with Annual Spending Figures in US$ Million for
Years 2007 through 2013 (includes corresponding Graph/Chart) III-52

Table 62: European 14-Year Perspective for Business Process
Outsourcing by End-Use Sector - Percentage Breakdown of
Spending for Manufacturing, Telecommunications & Technology,
Banking, Insurance & Finance Services, Retail, and Other
Markets for Years 2007, 2015 and 2020 (includes
corresponding Graph/Chart) III-53

4a. FRANCE III-54
A.Market Analysis III-54
Outlook III-54
Strategic Corporate Developments III-54
Capgemini - A Key Player III-54
B.Market Analytics III-56
Table 63: French Recent Past, Current and Future Analysis
for Business Process Outsourcing by Horizontal Segment -
Finance & Accounting, Customer Services, HR, KPO, and
Procurement Markets Independently Analyzed with Annual
Spending Figures in US$ Million for Years 2014 through 2020
(includes corresponding Graph/Chart) III-56

Table 64: French Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2007 through 2013 (includes corresponding
Graph/Chart) III-57

Table 65: French 14-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Spending for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for Years 2007, 2015 and 2020
(includes corresponding Graph/Chart) III-58

Table 66: French Recent Past, Current and Future Analysis
for Business Process Outsourcing by End-Use Sector -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Other Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2014 through 2020 (includes corresponding
Graph/Chart) III-59

Table 67: French Historic Review for Business Process
Outsourcing by End-Use Sector - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Other Markets Independently
Analyzed with Annual Spending Figures in US$ Million for
Years 2007 through 2013 (includes corresponding Graph/Chart) III-60

Table 68: French 14-Year Perspective for Business Process
Outsourcing by End-Use Sector - Percentage Breakdown of
Spending for Manufacturing, Telecommunications & Technology,
Banking, Insurance & Finance Services, Retail, and Other
Markets for Years 2007, 2015 and 2020 (includes
corresponding Graph/Chart) III-61

4b. GERMANY III-62
A.Market Analysis III-62
Outlook III-62
A Leading European BPO Market III-62
Advantages of Germany as an outsourcing location III-62
Strategic Corporate Developments III-63
B.Market Analytics III-64
Table 69: German Recent Past, Current and Future Analysis
for Business Process Outsourcing by Horizontal Segment -
Finance & Accounting, Customer Services, HR, KPO, and
Procurement Markets Independently Analyzed with Annual
Spending Figures in US$ Million for Years 2014 through 2020
(includes corresponding Graph/Chart) III-64

Table 70: German Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2007 through 2013 (includes corresponding
Graph/Chart) III-65

Table 71: German 14-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Spending for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for Years 2007, 2015 and 2020
(includes corresponding Graph/Chart) III-66

Table 72: German Recent Past, Current and Future Analysis
for Business Process Outsourcing by End-Use Sector -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Other Markets
Independently Analyzed with Annual Spending Figures in US$
Million for Years 2014 through 2020 (includes corresponding
Graph/Chart) III-67

Table 73: German Historic Review for Business Process
Outsourcing by End-Use Sector - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Other Markets Independently
Analyzed with Annual Spending Figures in US$ Million for
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