Reportlinker Adds Global Business Process Outsourcing (BPO) Industry

Mar 22, 2011, 07:11 ET from Reportlinker

NEW YORK, March 22, 2011 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

Global Business Process Outsourcing (BPO) Industry

http://www.reportlinker.com/p0459160/Global-Business-Process-Outsourcing-BPO-Industry.html

This report analyzes the worldwide markets for Business Process Outsourcing in US$ Million by the following Service segments - Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource, and Other Services. 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 2007 through 2015. Also, a seven-year historic analysis is provided for these markets. The report profiles 519 companies including many key and niche players such as Accenture Plc, ACS, A Xerox Company, Amdocs Limited, Ceridian Corporation, CGI Group, Computer Sciences Corporation, Convergys Corporation, Dell Services, HP Enterprise Services, Hewitt Associates LLC, Intelenet Global Services Pvt. Ltd., Intelligroup, Inc., KARVY Global Services Limited., Keane, Inc., Sapient Corporation, Spherion Corp, StarTek, Inc., Tata Consultancy Services Limited, TriNet Group, Inc., Gevity HR, Inc., and Unisys Corporation. 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

Planning for BPO 4

Cost Savings in BPO 4

Types of BPOs 4

Onsite Business Process Outsourcing 4

Offsite Business Process Outsourcing 5

Offshore Business Process Outsourcing 5

2. INDUSTRY OVERVIEW 6

Impact of Recession on Outsourcing Industry 6

Focus Shifts to Leaner Business Operations 6

Snapshots 7

Total Contact Value 7

Highlights 8

Recession and the BPO Sector 8

Geographical Diversification of BPO Customers 9

Opportunities Despite Recession 9

Captives: Generating Cash During Liquidity Crunch 10

Recession Accelerates Industry's Consolidation 10

BPO: Transforming Business Processes 10

Potential Opportunities in the BPO Sphere 11

Outsourcing of Comprehensive Processes Gains Momentum 11

Current and Future Analysis 11

Emerging Markets Spur Growth 12

Segment Analysis 12

Major Threats 12

Future of Outsourcing - A Global Outlook 13

Competition in the BPO Market 13

India 13

China 14

Malaysia 14

Czech Republic 14

Singapore 14

Philippines 15

Brazil 15

Canada 15

Chile 15

Poland 16

Egypt 16

3. REVIEW OF SELECT SERVICE SEGMENTS 17

Logistics BPO 17

Customer Care Services 17

Finance and Accounting Outsourcing 17

A Dynamic Segment 17

Steady Growth Prospects 18

HR Business Processes Outsourcing 18

A High-Profile Segment 18

Cost Reduction: Finding Favor Again in Difficult Times 19

Contract Renewals - On the Rise 19

Buyers to Adopt a Tighter Focus 20

Supplier Selection Based on Global Capabilities 20

Global Sourcing Gains Strength 20

Growing Popularity of Platform BPO 20

Shrinking Deal Sizes 21

Emergence of Mid-Market 21

Demand for Newer & Innovative Platforms 21

Trend Towards Process Convergence 21

Transformation to Services TCO 22

Multiple-Process and Total HRO to Keep Growing 22

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

Acceptance 22

Alliances: Critical for Addressing Emerging Demand 23

Competition in HR Outsourcing Market 23

Recruitment Process Outsourcing 23

Future of Recruitment Outsourcing 24

Procurement BPO Market 24

Key Demand Generators 25

Player Strategies 25

Major Challenges 26

Consulting Services 26

Knowledge Process Outsourcing 27

Challenges in KPO 27

4. MARKET DYNAMICS 28

BPO: Market Characteristics and Determinants 28

Factors Driving Growth 28

Changing Business Perspectives 28

Widening of Scope of New Segments 29

Expansion into Established Segments 29

Multi-Process & Single Process BPO 29

Emerging Trend Towards Automation 29

Evaluating and Selecting Services - A Critical Requirement 30

Vendor Capacity - An Important Inhibiting Factor 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 32

Growing Opportunities in Public Sector 32

BPO Services in the Retail Sector 32

Seeking Support from Third-Party Consultants 33

Demand for BPOs that Bring About Transformational Change 33

Implementation Risk in Transformational BPO 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

Types of BPOs 37

Onsite Business Process Outsourcing 37

Offsite Business Process Outsourcing 38

Offshore Business Process Outsourcing 38

BPO Business Models 38

Planning for BPO 40

Why Outsource to Third World Countries? 40

The BPO Advantage 40

BPOs Deliver More than Just Cost Savings 41

How is BPO Different from ASP? 41

A Comparative Study of Business Process Outsourcing Against IT

Outsourcing 41

HR BPO - Key Focus Area 42

Human Resources Outsourcing 42

Factors Influencing Renewal of Outsourcing Contracts 43

Key Prerequisites for Success of New Entrants in HR BPO

Outsourcing 43

Mid Size Firms Show Increasing Acceptance for HR BPO 43

Evolution and Growth of HRO 43

Rationale Behind HRO 44

HR Outsourcing Types 44

Discrete Services Outsourcing 44

Multi-Process Services 44

Total HRO 44

Productivity Gaining Key Focus in HRO 44

HRO - Transforming HR Approach in Organization 44

Prerequisites for HRO 45

Sales & Marketing Outsourcing (SMO) 45

SMO Business Models 45

Advantages of SMO for Small Businesses 46

6. SERVICE/PRODUCT LAUNCHES 47

Infosys BPO Introduces Enhanced Sales and Fulfillment

Outsourcing Services 47

NewlineNoosh Enhances Noosh 47

SOURCECORP Introduces Revenue Integrity and Risk Assessment

Offering 47

TCS to Launch Platform-Based BPO 47

KUNNECT Unveils Call Center Solutions 48

ACS Introduces SyncHRO 48

7. RECENT INDUSTRY ACTIVITY 49

Intelenet in Strategic Partnership with Barclays 49

Intelenet Bags Call Center Outsourcing Deal for UID Project 49

TriZetto Takes Over Tela Sourcing 49

Xerox Acquires ACS 49

Aditya Birla Minacs Takes Over Compass BPO 49

TriNet Group Takes Over Gevity 50

NorthgateArinso Acquires HR Management Unit of Convergys 50

Dibon BPO Takes Over ARO Inc. 50

Sykes Enterprises Acquires ICT Group 50

Genpact to Take Over Intelenet Global Services 51

Fusion BPO Merges with Centennial Marketing Group 51

VWA Merges with Aon 51

Apax Acquires Major Stake in Tivit 52

Ingenix to Take Over CareMedic Services 52

NTT to Buy Majority Stake in Emerio GlobeSoft 52

Aegis to Acquire Customer Service Centre from Sallie Mae 52

Avantha Group Acquires Pyramid Healthcare Solutions 52

ICICI Bank to Reduce Interest in Firstsource 52

AL Tamimi Enters into Joint Venture with Intelligroup 52

HCL BPO Forges Partnership with Talisma Corp 53

WNS Renews Agreement with Sabre Holdings 53

TechTeam Inks Agreement with Stefanini 53

DataCede Signs Agreement with MFX 54

Bristlecone Signs Agreement with SAP 54

CMS Cameron McKenna Inks Outsourcing Agreement with Integreon 54

Carter's Inks Web Commerce Services Agreement with PFSweb 55

UTV Inks Agreement with IBM 55

Aditro to Provide Outsourcing Services to Maersk 55

TechTeam Global Signs Contract with Orange Business Services 56

TCS Bags BPO and IT Contract from PADA 56

Mahindra Satyam Renews Contract with GlaxoSmithKline 56

Integreon Bags Contract from CMS Cameron McKenna 56

Genpact Inks Contract with Hikari Tsushin 56

BancTec and BMO Capital Markets Sign BPO Contract 57

Capgemini Extends BPO Contract with Syngenta 57

Hindustan Unilever Divests Remaining Share in Capgemini 57

State Auto Mutual Insurance Chooses BancTec 57

Reliance World Inks Agreement with Aryans 58

Infosys BPO Partners with CIMA for Training Programs 58

WNS Implements Oracle E-Business Suite for Minerals Technologies 58

Aegis' BPO Signs Contract with Vodafone Essar 59

Energizer Philippines to Establish BPO Facility 59

Essar Group to Set Up Technology Parks in India 59

Wipro Establishes New Facility in Melbourne 59

Patni Computer Systems Establishes New BPO Center in Texas 59

EXL to Establish BPO Facilities at Jaipur and Noida 59

Infosys Establishes Rural BPO Unit in Andhra Pradesh 60

Intelenet Establishes New Facility in Poland 60

Dell Services Acquires Perot Systems 60

EXL Acquires AmEx's Travel Services Captive 60

PLDT Takes Over LMS 61

Infosys BPO Acquires McCamish Systems 61

Aegis Takes Over CCN Group 61

HDFC Takes Over Stake in Rural BPO 61

ACS to Take Over Anix 62

Sequoia Acquires Stake in Eclerx 62

Essar Announces EITH Merger with Aegis 62

Ayala Corp. Acquires On-Site Sourcing 62

EXL Takes Over BPO Unit of Schneider Logistics 62

Fortify Takes Over UCA Services 62

H.I.G. Capital and Reprise Management Group Acquire NARS 63

Aegis BPO Acquires UCMS Group 63

Aegis Acquires Majority Stake in Ismart Timex 63

Stream Global Services Merges with EGS 63

Spice Televenture and Spanco Establish BPO JV 64

Trianz in Joint Venture Agreement with Vee Technologies 64

Ocwen Financial to Spin Off Shoot Ocwen Solutions 64

ACS to Snap Up e-Services Group International 64

JD Group Increases Stake in Blake Contact Center 65

Lovelace Health Inks BPO Agreement with TriZetto 65

RSA Extends BPO Agreement with Accenture 65

Haishi Invests in Join Innovation Technology 65

Essar Group to Invest in J&K 66

CDC Global Services to Expand BPO Operations 66

Achievo to Provide BPO Services in Japan 66

PRWT and Epitome to Provide Technology Enhanced BPO 66

Lam Research Renews Outsourcing Agreement with IBM 66

Wipro Collaborates with Oracle 67

WNS Inks Partnership Deal with Trintech Group 67

CSC in New Deal with Wilton Re 67

Accenture to Support Global Operations of Banco Santander 67

Kraft Foods Signs BPO Agreement with IBM 67

Samsung Signs Deal with InnerWorkings 68

ATCO I-Tek Signs Agreement with Wipro 68

Bantec Inks BPO Agreement with Exelon 68

RDA Inks Agreement with Arvato Print Management GmbH 68

Infosys BPO to Partner with Rural BPO Operators 68

Friends Provident Inks Contract with Wipro 68

Sitel to Provide BPO Services to Global Travel Management Company 69

Ceridian to Combine Multinational Business and HR Outsourcing

Teams 69

Unitech Wireless BPO Contract to Genpact 69

Accenture Renews Outsourcing Contract with RSA 69

I-T Department Awards BPO Contract to Infosys 69

Scandinavian Airlines Awards Seven-Year Contract to Accenture 70

Idea Cellular Awards BPO Contract to Aditya Birla Minacs 70

Firstsource Signs Five-Year Agreement with Idea 70

Citigroup Awards BPO Contracts to Wipro 70

Tech Mahindra Bags Etisalat's BPO Contract 70

AmEx to Sell Portion of BPO Units 71

Inktel Direct Establishes Inktel Direct Government BPO Services 71

Perot Systems to Set Up More Facilities 71

Tesco to Expand its Bangalore Facility 71

Hinduja Global to Open New Delivery Centres in India 71

TCS Opens New Global Delivery Centre in Argentina 71

Tech Mahindra Sets Up Center of Excellence in UK 71

IGT Establishes Outsourcing Unit in Manila 72

Motif Sets Up Delivery Center in Costa Rica 72

FSL to Enter into BPO Market 72

Cognizant Expands Phoenix Operations 72

Tech Mahindra Opens New BPO Unit in Chandigarh 72

Amtex to Expand BPO Facility in India 72

8. CORPORATE ACTIVITY IN THE RECENT PAST - A PERSPECTIVE BUILDER 73

Xchanging to Take Over Cambridge Solutions 73

Transcosmos Merges with Logicall 73

REcap to Purchase HOV Services 73

TCS Takes Over CGSL 73

KKR Takes Over Northgate 73

arvato Takes Over Qualytel Teleservices 74

HCL to Acquire CPS 74

Aegis Acquires Offshore Business of PeopleSupport 74

PriceWaterhouseCoopers India Takes Over ECS 74

Nomura Inks Acquisition Deal with Lehman Brothers 75

NCO Takes Over Outsourcing Solutions 75

Vista Acquires Cyborg from Hewitt 75

Idhasoft Takes Over Enterpulse 75

Foresters to Take Over BPO Unit of Unity Life 75

BPO Management Services Merges with Healthaxis 76

BankAm Plans Merger of Continuum Solutions with CIS 76

Serco Enters Indian BPO Sector 76

Omega to Expand India Operations 76

HTMT Global Solutions to Expand BPO Operations 76

H.I.G. Capital Divests Stream Holdings 76

Omidyar and UEF Invest for Comat Expansion 77

Zensar Enters into Agreement with Kotak 77

Quadrem Inks BPO Deal with SAP 77

SAP Invests INR10 Crore in Newgen 77

Hero MindMine Inks Agreement with BPO Certification Institute 77

NetSol Enters into Agreement with AJK Group 78

Medi-CareFirst Extends BPO Deal with CGI 78

Bharti Airtel Announces Restructuring of BPO Agreements 78

Wipro BPO to Offer Shared Services to AmBev 78

TRG Merges with Callworx 79

BancTec Acquires DocuData Solutions 79

Genpact Acquires Majority Stake in Citigroup 79

Aegis BPO Takes Over AOL Call Center 79

NCO Group Completes Acquisition of Outsourcing Solutions 80

IPVG to Acquire Majority Stake in Influent 80

Intelenet Takes Over Mauritian Company 80

SYNNEX Acquires New Age Electronics 80

IA Global to Take Over Shift Resources 80

Tricom Takes Over Apex Document Solutions 81

IA Global to Take Over Asia Premier 81

Accenture Acquires Gestalt 81

Affiliated Computer Services to Take Over CompIQ 81

Affiliated Computer Services Takes Over Communications

Development 82

Accenture Inks Agreement to Take Over AddVal Technology 82

Global BPO Signs Agreement for Acquisition of Stream Holdings 83

HP Takes Over EDS 83

TechTeam Global Completes the Acquisition of Onvaio 83

Genpact and EXL to Acquire Majority Stake in Infovision 83

WNS Acquires Aviva BPO 84

Hewitt Announces Acquisition of LCG 84

Vista Equity Announces Acquisition of Cyborg 84

Cbay Acquires Majority Stake in MedQuist 85

Healthcare Investment to Acquire Stake in Apollo Health Street 85

Infosys Plans to Acquire Aptara 85

Intelenet Obtains Approval from SEBI to Acquire Remaining

Stake in Sparsh 85

Tivit Completes Acquisition of Open Concept 86

3iI Completes Acquisition of LFMS Majority Stake 86

WNS Takes Over Call 24/7 86

Nalanda Capital Takes Over 5.25% Stake in WNS 87

DPWN to Acquire Williams Lea 87

IPVG to Acquire Medium-Sized BPO Companies in Asia 87

Adventity Forms Joint Venture with Noor for Outsourcing Services 87

WNS and Advanced Contact Solutions Establish a Joint Venture

Company 88

Genpact Inks Agreement with Ceridian 88

South West Water and Accenture Enter into Outsourcing Agreement 88

Eisai Inks Outsourcing Agreement with Accenture 89

BSNL Inks Contract with Convergys 89

BancTec Enters into Agreement with Large Insurance Provider 90

Accenture Enters into BPO Services Agreement with CNA Financial 90

CGI Enters into Ten-Year Contract with Magnolia Company 90

ACS Renews Contract with Weld County 91

Baltimore Gas Selects Accenture to Rollout Smart Energy Savers

Program 91

The US Department of VA Selects EDS to Support Combat Veteran

Call Center 91

Scripps Selects ADP for Providing BPO Services 92

TCS Bags Multi-Year IT Outsourcing Contract 92

TCS Subsidiary Receives Contract for BPO Services from Sun

Life Financial 92

TeleTech Inks Multiyear Service Contract with JNET 92

TeleTech Enters into an Agreement with Global 100 Communications 92

StarTek Renews Agreement with a Communication Company 93

BPOMS Secure Contracts for ECM Outsourcing Solution 93

HP Bags a Long-Term Contract from Tribune Publishing 94

Capgemini Bags Major Outsourcing Contract from Unilever 94

ACS Receives a Supply Contract from CAQH 95

ADP to provide HR BPO Services to Sodexo 95

Convergys Enters into Agreement with a Financial Services Company 96

Convergys Enters into Contract with Avaya 96

CSC Wins Contract from Zurich Financial Services 96

CSC Signs BPO Contract with Wilton Re 97

CSC Enters into Contract with GSA 97

CSC Bags Contract from Eaton 97

Cambridge Bags the Australian State Government-run Project 98

TPI Facilitates US$1.5 Billion Transaction Between Capita and

Prudential UK 98

TCS Renews Contract with Virgin Atlantic 98

Spherion and United Airlines Renew Contract for Recruitment

Outsourcing 99

Harvard Pilgrim Extends Agreement with Perot Systems 99

DST Health and Independence Blue Cross Extend BPO Agreement 99

CGI Extends Contract with Océ North America 100

Stellar Renews BPO Contract with Simply Energy 100

Nineteen Hours IT to Expand BPO Operations in India 100

Nineteen Hours IT to Expand BPO Operations in India 100

Spherion to Expand RPO Operations 101

ExlService Holding to Invest in Indian Operations 101

Genpact to Extend APO Business to Australia 101

SBPO to Expand GramIT, the Rural Back Office Vehicle 101

iGATE Sets Up Facility in Mexico 101

Tier Technologies Divests Government BPO Division 101

eTelecare to Open New Delivery center for BPO Services in

Jacksonville 102

Infosys Sets up Mexican Subsidiary 102

Wipro Establishes New BPO Center 102

Cipher Dynamics Commences its Business Activity in India 102

OPI Sets Up Service Center in Delhi 103

Sundaram Finance BPO Unit Establishes New Facility in Madurai 103

Tata to Set-up Rural BPO Unit in Orissa 103

Bihar Establishes Rural BPO for Locals 103

HDFC Bank All Set to Establish a BPO Unit in Tirupati 103

Sutherland to Establish New Global Campus in Chennai 103

Wipro's BPO Unit Establishes Offices in China 104

Perot Systems to Establish Infrastructure, IT services and BPO

Division in Coimbatore 104

Accenture Announces its Procurement BPO 104

Wipro Inaugurates a Global Service Management Center in Malaysia 104

Tata Chem Division Initiates a BPO Project 104

Tech Mahindra Plans to Diversify Customer Base 105

MphasiS Plans to Tap New Opportunities in India 105

Bacnotan Plans Investments in BPO 105

Stellar Forays into UK Business Process Outsourcing Market 105

Omega Healthcare Plans to Tap Opportunities in Patient

Hospital Coding 106

Enlightened Announces its BPO Operations in Louisiana 106

Vertex Shifts Key Functions to Gurgaon 106

Spanco Plans Demerger of BPO Business 106

Genpact Ready to Enter Domestic BPO Market 106

ClientLogic Merges with SITEL 106

CGI Announces Merger of its Insurance Divisions 107

Accentia Acquires Three Healthcare BPOs in the US 107

Usha-Martin Acquires Converso 107

Ebix Announces Acquisition of JenQuest and Subsidiary, IDS 108

Apollo Acquires BPO Company- Zavata 108

Fuji Xerox Australia Takes Over KAZ's BPO Division 108

Integreon Takes Over CBF 108

Essar Takes Over Global Vantedge 109

TMF Takes Over Ernst & Young BPO Business 109

Aegis to Take Over Teletech 109

Satyam Takes Over Stake in BPO firm Nipuna 109

Hero Group Acquires Dalglen 109

Gallagher Acquires Cedar Hill 110

Allsec Takes Over Kingdom Builders 110

HOV Services to Acquire BPO Center 110

Integreon to Take Over BPO Firm in the US 110

Firstsource Solutions Completes BPM Acquisition 110

Cognizant Technology Takes Over marketRx 110

BPO Management Services Completes Blue Hill Data Services

Acquisition 111

Firstsource Solutions Takes Over MedAssist Holding 111

Mirrus Systems Acquires AMSplus 111

Quatrro BPO Solutions Acquires Certain Assets of Preferred

Financial Group 111

Spinnaker Management Group Completes Prosero Acquisition 111

Indecomm Global Completes Acquisition of US Recordings 111

Bhilwara Scribe Takes Over Benson Transcription Technologies 112

Genpact Completes Acquisition of Axis Risk Consulting 112

Advent International Completes Acquisition of Lloyds 112

The Sun Group Plans to Acquire Stake in Firstsource Solutions 112

Deloitte Consulting Completes Stake Acquisition of Mastek 113

SunGard Capital Completes Acquisition of Aceva Technologies 113

Equifax Completes Acquisition of TALX 113

Private Equity Firms Consortium Acquires Vertex Data 113

Ayala's Subsidiary Completes Acquisition of Affinity Express 113

NetFabric Holdings to Take Over Help Desk NOW 114

Tela Sourcing Takes Over HealthASPex Business Assets 114

Spherion to Acquire Technisource 114

Gevity Announces Acquisition of HRAmerica 115

ACS Announces Acquisition of Albion 115

THL Partners and FNF Acquires Ceridian 115

Convergys Acquires AOL Contact Center 115

RPG Acquires Stake in Zensar 116

Fujitsu Plans to Acquire Intelenet 116

Keane Enters into a JV with ZC Sterling to Introduce BestShoresSM 116

Zensar Forms IT and BPO Joint Venture with EZA 116

Adaptis Inks Partnership with Kaye-Smith 117

Adaptis Signs BPO Alliance with Clear Choice Health Plan 117

Quistor Collaborates with Oracle to Launch e-Learning BPO

Platform 118

Effort BPO Collaborates with Asia Star Info to Establish BPO

Centers in China 118

Accenture Signs Outsourcing Agreement with AIG 118

Accenture and Microsoft Enter into an Outsourcing Agreement 118

Accenture and BT Enter into an Outsourcing Agreement 119

Washington Gas Signs Agreement with Accenture 119

Accenture and United Utilities Enter Outsourcing Agreement 119

Tetra Pak Signs BPO Agreement with Capgemini 119

Capgemini Inks 5-Year BPO Contract with NXP 120

Convergys Inks Contract with Johnson & Johnson 120

Convergys and Fifth Third Bancorp Renews Contract 120

Convergys and Rosetta Stone Sign Contract 121

CGI Renews Agreement with The Commerce Group 121

ACS Renews Contract with PERSI 121

ACS Inks Deal with Safety-Kleen 122

Infosys Secures Contract from Philips 122

CSC Enters into a BPO Contract with UKvisas 123

CSC Secures a Contract from DHS to Develop IDDMP for USCIS 123

CSC Wins BPO Contract from Universal for Providing Banking

Services 124

CSC Wins BPO Services Contract from Chubb 124

CSC Obtains an Eagle Task Order from USCIS 124

Hewitt Contracts with Rogers 125

Intelligroup Contracts with eXpertivity 125

TCS Contracts with Hawaiian Airlines 125

EDS Inks Agreement with Telekomunikacja 126

TCS Enters into an Agreement with Pichincha 126

Computer Sciences Enters Multi-Year BPO Agreement with Northstar 127

Convergys to Provide Marketing Research for a Global Financial

Firm 127

Convergys Enters into Agreement with Telecom Egypt 128

Convergys Enters into Contract with Starbucks 128

Wipro Infocrossing Bags Outsourcing Deal from Missouri Health

Net Division 128

CSC Expands Contract with John Hancock 128

Rabobank Extends BPO Contract with Unisys 129

CSC Extends Outsourcing Contract with Swiss Re 129

Sitel Plans Further Expansion in India 129

TeleTech Establishes New BPO Facility in South Africa 130

MphasiS Inaugurates Exclusive BPO Center for Idea Cellular 130

Infosys Extends BPO and IT Center in Czech Republic 130

Barclays Divests Stake in Indian BPO 130

Jay Shree Tea Plans to Sell its BPO Unit 131

Ninestars Begins BPO Business 131

Spanco Invests in Indian BPO Segment 131

FirstSource Receives Authorization from Financial Services

Authority of UK 131

9. FOCUS ON SELECT GLOBAL PLAYERS 132

Accenture Plc (Ireland) 132

ACS, A Xerox Company (USA) 132

Amdocs Limited (USA) 133

Ceridian Corporation (USA) 133

CGI Group (Canada) 133

Computer Sciences Corporation (USA) 134

Convergys Corporation (USA) 134

Dell Services (USA) 135

HP Enterprise Services (USA) 135

Hewitt Associates LLC (USA) 135

Intelenet Global Services Pvt. Ltd. (India) 136

Intelligroup, Inc. (USA) 136

KARVY Global Services Limited (India) 136

Keane, Inc. (USA) 137

Sapient Corporation (USA) 137

Spherion Corporation (USA) 137

StarTek, Inc. (USA) 138

Tata Consultancy Services Limited (India) 138

TriNet Group, Inc. (USA) 138

Gevity HR, Inc. (USA) 138

Unisys Corporation (USA) 139

10. GLOBAL MARKET PERSPECTIVE 140

Table 1: 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$ Billion for the

Years 2007 through 2015 (includes corresponding Graph/Chart) 140

Table 2: 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$ Billion for the Years 2000 through 2006

(includes corresponding Graph/Chart) 141

Table 3: World 11-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 2005, 2010 and 2015 (includes

corresponding Graph/Chart) 142

Table 4: World Recent Past, Current and Future Analysis for

Logistics Outsourcing by Geographic Region - US, Canada,

Asia-Pacific, Europe and Rest of World Independently Analyzed

by Annual Revenue Figures in US$ Billion for the Years 2007

through 2015 (includes corresponding Graph/Chart) 143

Table 5: World Historic Review for Logistics Outsourcing by

Geographic Region - US, Canada, Asia-Pacific, Europe and Rest

of World Independently Analyzed by Annual Revenue Figures in

US$ Billion for the Years 2000 through 2006 (includes

corresponding Graph/Chart) 144

Table 6: World 11-Year Perspective for Logistics Outsourcing

by Geographic Region - Percentage Breakdown of Revenues for

US, Canada, Asia-Pacific, Europe and Rest of World for the

Years 2005, 2010 and 2015 (includes corresponding Graph/Chart) 145

Table 7: World Recent Past, Current and Future Analysis for

Sales & Marketing Outsourcing by Geographic Region - US,

Canada, Asia-Pacific, Europe and Rest of World Independently

Analyzed by Annual Revenue Figures in US$ Billion for the

Years 2007 through 2015 (includes corresponding Graph/Chart) 146

Table 8: World Historic Review for Sales & Marketing

Outsourcing by Geographic Region - US, Canada, Asia-Pacific,

Europe and Rest of World Independently Analyzed by Annual

Revenue Figures in US$ Billion for the Years 2000 through 2006

(includes corresponding Graph/Chart) 147

Table 9: World 11-Year Perspective for Sales & Marketing

Outsourcing by Geographic Region - Percentage Breakdown of

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

World for the Years 2005, 2010 and 2015 (includes

corresponding Graph/Chart) 148

Table 10: World Recent Past, Current and Future Analysis for

Customer Care Outsourcing by Geographic Region - US, Canada,

Asia-Pacific, Europe and Rest of World Independently Analyzed

by Annual Revenue Figures in US$ Billion for the Years 2007

through 2015 (includes corresponding Graph/Chart) 149

Table 11: World Historic Review for Customer Care Outsourcing

by Geographic Region - US, Canada, Asia-Pacific, Europe and

Rest of World Independently Analyzed by Annual Revenue Figures

in US$ Billion for the Years 2000 through 2006 (includes

corresponding Graph/Chart) 150

Table 12: World 11-Year Perspective for Customer Care

Outsourcing by Geographic Region - Percentage Breakdown of

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

World for the Years 2005, 2010 and 2015 (includes

corresponding Graph/Chart) 151

Table 13: 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$ Billion for the

Years 2007 through 2015 (includes corresponding Graph/Chart) 152

Table 14: 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$ Billion for the Years 2000 through 2006

(includes corresponding Graph/Chart) 153

Table 15: World 11-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 2005, 2010 and 2015 (includes

corresponding Graph/Chart) 154

Table 16: World Recent Past, Current and Future Analysis for

Human Resource Outsourcing by Geographic Region - US, Canada,

Asia-Pacific, Europe and Rest of World Independently Analyzed

by Annual Revenue Figures in US$ Billion for the Years 2007

through 2015 (includes corresponding Graph/Chart) 155

Table 17: World Historic Review for Human Resource Outsourcing

by Geographic Region - US, Canada, Asia-Pacific, Europe and

Rest of World Independently Analyzed by Annual Revenue Figures

in US$ Billion for the Years 2000 through 2006 (includes

corresponding Graph/Chart) 156

Table 18: World 11-Year Perspective for Human Resource

Outsourcing by Geographic Region - Percentage Breakdown of

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

World for the Years 2005, 2010 and 2015 (includes

corresponding Graph/Chart) 157

Table 19: 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$ Billion for the Years 2007

through 2015 (includes corresponding Graph/Chart) 158

Table 20: 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$ Billion for the Years 2000 through 2006

(includes corresponding Graph/Chart) 159

Table 21: World 11-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 2005, 2010 and 2015 (includes

corresponding Graph/Chart) 160

11. THE UNITED STATES 161

A.Market Analysis 161

Outlook 161

Impact of Recession 161

Nearshore Strategy Gains Strength 161

Shift Away from Cost Containment Outsourcing Strategy 162

HR Outsourcing - The Fastest Growing BPO Domain 162

A Highly Lucrative Segment 163

Key Issues in HRO 163

Imaging and Document Management Outsourcing Market 164

The Offshoring Advantage 164

Factors Compelling US Companies to Offshore Business 164

Indian BPOs Set Up Onshore Service Centers in US 164

Offshoring Challenges 165

The Right Strategy for Offshoring 165

Procurement BPO Market 166

Outsourcing to Remain Competitive 166

B.Market Analytics 167

Table 22: US Recent Past, Current and Future Analysis for

Business Process Outsourcing by Service Segment - Logistics,

Sales & Marketing, Customer Care, Finance & Accounting,

Human Resource and Other Services Independently Analyzed by

Annual Revenue Figures in US$ Billion for the Years 2007

through 2015 (includes corresponding Graph/Chart) 167

Table 23: US Historic Review for Business Process

Outsourcing by Service Segment - Logistics, Sales &

Marketing, Customer Care, Finance & Accounting, Human

Resource and Other Services Independently Analyzed by Annual

Revenue Figures in US$ Billion for the Years 2000 through

2006 (includes corresponding Graph/Chart) 168

Table 24: US 11-Year Perspective for Business Process

Outsourcing by Service Segment - Percentage Breakdown of

Revenues for Logistics, Sales & Marketing, Customer Care,

Finance & Accounting, Human Resource and Other Services for

the Years 2005, 2010 and 2015 (includes corresponding

Graph/Chart) 169

12. CANADA 170

A.Market Analysis 170

Outlook 170

Overview 170

B.Market Analytics 171

Table 25: Canadian Recent Past, Current and Future Analysis

for Business Process Outsourcing by Service Segment -

Logistics, Sales & Marketing, Customer Care, Finance &

Accounting, Human Resource and Other Services Independently

Analyzed by Annual Revenue Figures in US$ Billion for the

Years 2007 through 2015 (includes corresponding Graph/Chart) 171

Table 26: Canadian Historic Review for Business Process

Outsourcing by Service Segment - Logistics, Sales &

Marketing, Customer Care, Finance & Accounting, Human

Resource and Other Services Independently Analyzed by Annual

Revenue Figures in US$ Billion for the Years 2000 through

2006 (includes corresponding Graph/Chart) 172

Table 27: Canadian 11-Year Perspective for Business Process

Outsourcing by Service Segment - Percentage Breakdown of

Revenues for Logistics, Sales & Marketing, Customer Care,

Finance & Accounting, Human Resource and Other Services for

the Years 2005, 2010 and 2015 (includes corresponding

Graph/Chart) 173

13. EUROPE 174

A.Market Analysis 174

Outlook 174

Business Process Outsourcing in Europe 174

Market Snapshots 174

Outsourcing Business Process 175

HRO Services Market: An Overview 175

B.Market Analytics 176

Table 28: European Recent Past, Current and Future Analysis

for Business Process Outsourcing by Geographic Region -

France, Germany, UK and Rest of Europe Independently

Analyzed by Annual Revenue Figures in US$ Billion for the

Years 2007 through 2015 (includes corresponding Graph/Chart) 176

Table 29: European Historic Review for Business Process

Outsourcing by Geographic Region - France, Germany, UK and

Rest of Europe Independently Analyzed by Annual Revenue

Figures in US$ Billion for the Years 2000 through 2006

(includes corresponding Graph/Chart) 177

Table 30: European Recent Past, Current and Future Analysis

for Business Process Outsourcing by Service Segment -

Logistics, Sales & Marketing, Customer Care, Finance &

Accounting, Human Resource and Other Services Independently

Analyzed by Annual Revenue Figures in US$ Billion for the

Years 2007 through 2015 (includes corresponding Graph/Chart) 178

Table 31: European Historic Review for Business Process

Outsourcing by Service Segment - Logistics, Sales &

Marketing, Customer Care, Finance & Accounting, Human

Resource and Other Services Independently Analyzed by Annual

Revenue Figures in US$ Billion for the Years 2000 through

2006 (includes corresponding Graph/Chart) 179

Table 32: European 11-Year Perspective for Business Process

Outsourcing by Geographic Region - Percentage Breakdown of

Revenues for France, Germany, UK and Rest of Europe for the

Years 2005, 2010 and 2015 (includes corresponding

Graph/Chart) 180

Table 33: European 11-Year Perspective for Business Process

Outsourcing by Service Segment - Percentage Breakdown of

Revenues for Logistics, Sales & Marketing, Customer Care,

Finance & Accounting, Human Resource and Other Services for

the Years 2005, 2010 and 2015 (includes corresponding

Graph/Chart) 181

13a. FRANCE 182

Market Analysis 182

Table 34: French Recent Past, Current and Future Analysis

for Business Process Outsourcing by Service Segment -

Logistics, Sales & Marketing, Customer Care, Finance &

Accounting, Human Resource and Other Services Independently

Analyzed by Annual Revenue Figures in US$ Billion for the

Years 2007 through 2015 (includes corresponding Graph/Chart) 182

Table 35: French Historic Review for Business Process

Outsourcing by Service Segment - Logistics, Sales &

Marketing, Customer Care, Finance & Accounting, Human

Resource and Other Services Independently Analyzed by Annual

Revenues in US$ Billion for the Years 2000 through 2006

(includes corresponding Graph/Chart) 183

Table 36: French 11-Year Perspective for Business Process

Outsourcing by Service Segment - Percentage Breakdown of

Revenues for Logistics, Sales & Marketing, Customer Care,

Finance & Accounting, Human Resource and Other Services for

the Years 2005, 2010 and 2015 (includes corresponding

Graph/Chart) 184

13b. GERMANY 185

A.Market Analysis 185

Outlook 185

A Leading European BPO Market 185

Table 37: German BPO Market by Segment (2009): Percentage

Share Breakdown of Revenues for Front Office, Middle

Office, and Back Office (includes corresponding

Graph/Chart) 186

B.Market Analytics 187

Table 38: German Recent Past, Current and Future Analysis

for Business Process Outsourcing by Service Segment -

Logistics, Sales & Marketing, Customer Care, Finance &

Accounting, Human Resource and Other Services Independently

Analyzed by Annual Revenue Figures in US$ Billion for the

Years 2007 through 2015 (includes corresponding Graph/Chart) 187

Table 39: German Historic Review for Business Process

Outsourcing by Service Segment - Logistics, Sales &

Marketing, Customer Care, Finance & Accounting, Human

Resource and Other Services Independently Analyzed by Annual

Revenues in US$ Billion for the Years 2000 through 2006

(includes corresponding Graph/Chart) 188

Table 40: German 11-Year Perspective for Business Process

Outsourcing by Service Segment - Percentage Breakdown of

Revenues for Logistics, Sales & Marketing, Customer Care,

Finance & Accounting, Human Resource and Other Services for

the Years 2005, 2010 and 2015 (includes corresponding

Graph/Chart) 189

13c. THE UNITED KINGDOM 190

A.Market Analysis 190

Outlook 190

Recession & the BPO Industry 190

A Major BPO Market 190

UK Outsourcing Companies Move Overseas 191

India - The Chosen One for UK Firms 191

Competition 191

Table 41: Leading Players in the UK BPO Market (2009):

Percentage Share Breakdown of Turnover for Capita,

Xchanging, Accenture, HP Enterprise Services, BT Global

Services, and Others (includes corresponding Graph/Chart) 191

B.Market Analytics 192

Table 42: UK Recent Past, Current and Future Analysis for

Business Process Outsourcing by Service Segment - Logistics,

Sales & Marketing, Customer Care, Finance & Accounting,

Human Resource and Other Services Independently Analyzed by

Annual Revenues in US$ Billion for the Years 2007 through

2015 (includes corresponding Graph/Chart) 192

Table 43: UK Historic Review for Business Process

Outsourcing by Service Segment - Logistics, Sales &

Marketing, Customer Care, Finance & Accounting, Human

Resource and Other Services Independently Analyzed by Annual

Revenue Figures in US$ Billion for the Years 2000 through

2006 (includes corresponding Graph/Chart) 193

Table 44: UK 11-Year Perspective for Business Process

Outsourcing by Service Segment - Percentage Breakdown of

Revenues for Logistics, Sales & Marketing, Customer Care,

Finance & Accounting, Human Resource and Other Services for

the Years 2005, 2010 and 2015 (includes corresponding

Graph/Chart) 194

13d. REST OF EUROPE 195

A.Market Analysis 195

Outlook 195

Eastern and Central Europe 195

Russia 195

B.Market Analytics 196

Table 45: Rest of Europe Recent Past, Current and Future

Analysis for Business Process Outsourcing by Service Segment

- Logistics, Sales & Marketing, Customer Care, Finance &

Accounting, Human Resource and Other Services Independently

Analyzed by Annual Revenue Figures in US$ Billion for the

Years 2007 through 2015 (includes corresponding Graph/Chart) 196

Table 46: Rest of Europe Historic Review for Business

Process Outsourcing by Service Segment - Logistics, Sales &

Marketing, Customer Care, Finance & Accounting, Human

Resource and Other Services Independently Analyzed by Annual

Revenues in US$ Billion for the Years 2000 through 2006

(includes corresponding Graph/Chart) 197

Table 47: Rest of Europe 11-Year Perspective for Business

Process Outsourcing by Service Segment - Percentage

Breakdown of Revenues for Logistics, Sales & Marketing,

Customer Care, Finance & Accounting, Human Resource and

Other Services for the Years 2005, 2010 and 2015 (includes

corresponding Graph/Chart) 198

14. ASIA-PACIFIC 199

A.Market Analysis 199

Outlook 199

Asia-Pacific Market for BPO 199

Snapshots 199

HR Outsourcing to Expand 200

Providers from India & Philippines Collaborate 200

Growing Prospects in SMB Segment 200

BPO Transactions in Asia-Pacific - A Past Perspective 200

India - A Key Global Destination for Outsourcing 201

Recession Slows Down Growth 201

Recession Transforms Business Dynamics 202

Impact on Inbound Call Centers Industry 203

On the Road to Recovery 203

Factors Favoring Growth in Indian IT- BPO industry 204

Competition Intensifies

To order this report:

: Global Business Process Outsourcing (BPO) Industry

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