Contact Center Outsourcing Market in the APAC Region 2015-2019

Published: Feb 2015 Pages: 67 SKU: IRTNTR5241

About Contact Center Outsourcing
Contact centers act as a central point in an enterprise from where all customer contacts are managed. They play a prominent role within an enterprise's broad customer management strategies. Currently, contact centers are adopting new technologies to perform multichannel operations. This results in better customer experience and enables customer expectations to be met with advanced level of interaction. Companies are outsourcing their contact center functions to third-party service providers. It helps client firms to increase their operational efficiency, enhance the customer experience, concentrate on their core competencies, reduce time-to-market, obtain access to fresh talent and experience along with latest technologies, and build an organization with an economical cost structure in the long run.

TechNavio's analysts forecast the Contact Center Outsourcing market in the APAC region to grow at a CAGR of 11.76 percent over the period 2014-2019.

Covered in this Report
This report covers the present scenario and the growth prospects of the Contact Center Outsourcing market in the APAC region for the period 2015-2019.
TechNavio's report, the Contact Center Outsourcing Market in APAC Region 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. It covers the landscape of the Contact Center Outsourcing market in the APAC region and its growth prospects in the future. It provides a detailed discussion of the key vendors operating in this market.

Key Vendors
• HP
• IBM
• Sitel
• Teleperformance

Other Prominent Vendors
 • [24]7
• Alorica
• CGS
• Convergys
• Genesys
• Genpact
• HGS
• Infomedia Nusantara
• NTT Solco
• Salmat
• Scicom
• Sykes
• Teletech
• Transcosmos
• VADS
• VXI
• West
• WNS
• Xerox

Key Market Driver
• Growing Need for Cost Reduction
• For a full, detailed list, view our report

Key Market Challenge
• Emergence of Other Contact Center Outsourcing Locations
• For a full, detailed list, view our report

Key Market Trend
• Emerging Interest from SMBs
• For a full, detailed list, view our report

Key Questions Answered in this Report
• What will the market size be in 2018 and what will the growth rate be?
• What are the key market trends?
• What is driving this market?
• What are the challenges to market growth?
• Who are the key vendors in this market space?
• What are the market opportunities and threats faced by the key vendors?
• What are the strengths and weaknesses of the key vendors?

01. Executive Summary
02. List of Abbreviations
03. Scope of the Report
03.1 Market Overview
03.2 Solutions Offerings
04. Market Research Methodology
04.1 Market Research Process
04.2 Research Methodology
05. Introduction
06. Market Landscape
06.1 Market Overview
06.2 Market Size and Forecast
06.3 Five Forces Analysis
07. Market Segmentation by End-users
07.1 Contact Center Outsourcing Market in APAC by End-users, 2014
08. Buying Criteria
09. Market Growth Drivers
10. Drivers and their Impact
11. Market Challenges
12. Impact of Drivers and Challenges
13. Market Trends
14. Trends and their Impact
15. Vendor Landscape
15.1 Key Vendors, 2014
15.2 Other Prominent Vendors
15.2.1 [24]7
15.2.2 Alorica
15.2.3 CGS
15.2.4 Convergys
15.2.5 Genpact
15.2.6 HGS
15.2.7 Infomedia Nusantara
15.2.8 NTT Solco
15.2.9 Salmat
15.2.10 Scicom
15.2.11 Sykes
15.2.12 West
16. Key Vendor Analysis
16.1 IBM
16.1.1 Key Facts
16.1.2 Business Description
16.1.3 Business Segmentation
16.1.4 Revenue Segmentation by Business Segment
16.1.5 Revenue Segmentation by Business Operation
16.1.6 Revenue Comparison of Business Segments 2012 and 2013
16.1.7 Revenue Segmentation by Geography
16.1.8 Business Strategy
16.1.9 Key Developments
16.1.10 SWOT Analysis
16.2 HP
16.2.1 Key Facts
16.2.2 Business Overview
16.2.3 Business Segmentation by Revenue 2013
16.2.4 Business Segmentation by Revenue 2012 and 2013
16.2.5 Geographical Segmentation by Revenue 2013
16.2.6 Business Strategy
16.2.7 Recent Developments
16.2.8 SWOT Analysis
16.3 Teleperformance
16.3.1 Key Facts
16.3.2 Business Overview
16.3.3 Revenue Segmentation by Program Type 2013
16.3.4 Segmentation by Program Type 2012 and 2013
16.3.5 Geographical Segmentation by Revenue 2013
16.3.6 Business Segmentation by Sector 2013
16.3.7 Recent Developments
16.3.8 SWOT Analysis
16.4 Sitel
16.4.1 Key Facts
16.4.2 Business Overview
16.4.3 Geographical Segmentation by Revenue 2013
16.4.4 Business Strategy
16.4.5 Recent Developments
16.4.6 SWOT Analysis
17. Other Reports in this Series

Research Framework

Technavio presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key industry influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.

INFORMATION SOURCES

Primary sources

  • Manufacturers and suppliers
  • Channel partners
  • Industry experts
  • Strategic decision makers

Secondary sources

  • Industry journals and periodicals
  • Government data
  • Financial reports of key industry players
  • Historical data
  • Press releases

DATA ANALYSIS

Data Synthesis

  • Collation of data
  • Estimation of key figures
  • Analysis of derived insights

Data Validation

  • Triangulation with data models
  • Reference against proprietary databases
  • Corroboration with industry experts

REPORT WRITING

Qualitative

  • Market drivers
  • Market challenges
  • Market trends
  • Five forces analysis

Quantitative

  • Market size and forecast
  • Market segmentation
  • Geographical insights
  • Competitive landscape

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Key Questions Answered

  • What are the key global market and the regional market share?
  • What are the revenue-generating key market segments?
  • What are the key factors driving and challenging this market’s growth?
  • Who are the key market vendors and their growth strategies?
  • What are the latest trends influencing the growth of this market?
  • What are the variables influencing the market growth in the primary regions?
  • What are the factors influencing the growth of the parent market?

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