Global Technical Support Outsourcing Market 2016 - Forecasts to 2020 - Research and Markets

DUBLIN, July 14, 2016 /PRNewswire/ --

Research and Markets has announced the addition of the "Global Technical Support Outsourcing Market 2016-2020" report to their offering.

The global technical support outsourcing market to grow at a CAGR of 6.53% during the period 2016-2020.

Global Technical Support Outsourcing Market 2016-2020, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers the market landscape and its growth prospects over the coming years. The report also includes a discussion of the key vendors operating in this market.

IT companies are now increasingly shifting their focus from a cost reduction approach to customer-centric services. Typically, technical support service organizations are managed as cost centers. Earlier, providers focused on key success metrics, such as efficiency, productivity, and regulatory compliance, instead of customer satisfaction. However, providers now prefer a balanced scorecard of metrics that includes not only costs and compliance but also measurements to gauge customer satisfaction levels.

A trend which is helping boost market growth is the increasing adoption among SMEs. Most SMEs do not maintain internal helpdesk services due to budget constraints. However, the rise in demand for outsourced IT and technical support services has given SMEs a platform to make use of these services to limit their expenses and tighten their budgets. SMEs outsource their customer care support functions to focus on core business functions.

According to the report, a key growth driver is the need to focus on core competencies and improve efficiency. Most companies (both small and large) operate on limited budget and resources. Thus, available resources need to be used optimally to effectively conduct business operations and stay ahead in the competition.

Companies outsource their technical support functions to focus on their core business. Commonly outsourced technical support services to third-party service providers include helpdesk support and call center technical support services (product and application and network technical support).

Further, the report states that one challenge that could curtail market growth is the loss of control in customer service quality.

Key vendors

- Hudson Software

- Inforonics Global Services

- Qcom Outsourcing

- Wipro

Other prominent vendors

- Atos

- Attivasoft

- CGI Group

- Ciber

- CompuCom

- CSC

- Dell

- Dynasis

- Fujitsu

- Genpact

- Getronics

- HCL Technologies

- HP

- IBM

- iYogi

- Kayako

- Maintech

- Northrop Grumman

- Pomeroy

- Stefanini

- Support.com

- TCS

- TELUS International

- T-Systems

- Unisys

- Xerox

Key Topics Covered:

Part 01: Executive summary

Part 02: Scope of the report

Part 03: Market research methodology

Part 04: Introduction

Part 05: Economic overview

Part 06: Market landscape

Part 07: Market segmentation by service

Part 08: Geographical segmentation

Part 09: Market drivers

Part 10: Impact of drivers

Part 11: Market challenges

Part 12: Impact of drivers and challenges

Part 13: Market trends

Part 14: Vendor landscape

Part 15: Key vendor analysis

Part 16: Appendix

For more information visit http://www.researchandmarkets.com/research/7d235t/global_technical

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