Customer Relationship Management (CRM) Outsourcing Market Analysis North America, Europe, EMEA, APAC : US, Canada, China, Germany, UK - Size and Forecast 2023-2027

Published: Sep 2023 Pages: 175 SKU: IRTNTR45944

Customer Relationship Management (CRM) Outsourcing Market 2023-2027:

The Customer Relationship Management (CRM) Outsourcing Market size is estimated to grow at a CAGR of 5.63% between 2022 and 2027. The market size is forecast to increase by USD 25.4 billion. The growth of the market depends on several factors, including the rising need for large-scale client management, the increased use of neo-sourcing, and the rising need for scalability. CRM outsourcing is a type of professional service provided by outsourcing providers in the form of external services. Services include communications management, omnichannel customer engagement, and analytics solutions. It helps clients to increase their operational efficiency, concentrate on core competencies, reduce product time-to-market, access talent, implement the latest technologies, and enhance the long-term economic cost structure of their organization.

This CRM outsourcing market report extensively covers market segmentation by end-user (BFSI, telecom and IT, retail, healthcare, and discrete manufacturing and others), application (large enterprise and SMEs), and geography (North America, Europe, APAC, South America, and Middle East and Africa). It also includes an in-depth analysis of drivers, trends, and challenges. Furthermore, the report includes historic market data from 2017 to 2021.

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CRM Outsourcing Market Overview

Driver

The rising need for large-scale client management is driving growth in the Customer Relationship Management Outsourcing Market.  For organizations worldwide, demand for the maintenance of an efficient CRM process is increasingly becoming a vital element in planning strategy. CRM helps in maintaining a detailed database about the company's customer base and brings in repeat business.

However, supporting a proficient CRM database is challenging as the volume of data increases. Hence, in order to be able to access location data, many large organizations are adopting automation for the management of records and cloud computing. Other purposes of CRM outsourcing are cost savings and database downtime reduction. The rising need for large-scale client management will boost the growth of the market in focus during the forecast period.

Trends

The advent of big data and analytics services is a key trend in the Customer Relationship Management (CRM) Outsourcing Market. Analytics is one of the most significant trends in the CRM outsourcing services industry. Firms are adopting analytics services to transform unstructured data gathered from various online channels into structured data to get meaningful insights. 

Moreover, with the adoption of technology and outsourcing services, most enterprises are witnessing an abundance of data. Moreover, with advanced reporting and analysis tools, the providers of CRM outsourcing are able to provide clients with valuable information on their behavior, preferences, and trends. These insights inform strategic decision-making. Thus, the advent of big data and analytics services will impel the growth of the global CRM outsourcing market during the forecast period.

Restrain

The shortage of domain expertise is a major challenge faced by the Customer Relationship Management Outsourcing Market. The knowledge and expertise needed to manage customer interactions are required for the provision of CRM services. This requires personnel who are skilled in the core company's processes. With the shrinking of the available talent pool in developed economies, acquiring and retaining high-quality talent has become critical to a service provider's success. 

However, the outbreak of the COVID-19 pandemic has further added to this challenge. One of the most pressing issues for CRM service providers during pandemics is to select experts in a given field. The continuation of the work-from-home business model will further act as a challenge for service providers to acquire skilled labor for their operations. Thus, a shortage of skill sets and domain expertise will impede the growth of the market in focus during the forecast period.

CRM Outsourcing Market Segmentation By End-user

The market share growth by the BFSI segment will be significant during the forecast period. The BFSI segment includes banking, insurance, accounting, and all other financial institutions. The rise in the digitization of core processes and the generation of a considerable amount of data across the sector are the main factors that drive the growth of this segment. In the BFSI sector, with the growing number of users in developing economies around the globe, there has been a substantial increase in the volume of electronic transactions.

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The BFSI segment showed a gradual increase in the market share of USD 17.50 billion in 2017 and continued to grow by 2021. Banking projects in the BFSI sector, such as core banking, trading systems, and credit monitoring systems, are challenging and difficult to manage, and hence, core business banks are outsourcing their non-critical services. Financial institution's performance in the timeframe and at a low cost will be enhanced by an increasing adoption of CRM outsourcing solutions within this sector. Thus, a few factors will drive the growth of the BFSI segment, which will boost the growth of the market in focus during the forecast period.

CRM Outsourcing Market Segmentation By Application

Outsourcing CRM can lead to cost savings by reducing the need for extensive in-house staffing, infrastructure, and technology investments. Third-party providers often offer cost-effective solutions and can scale services as needed, which can result in lower operational expenses. CRM outsourcing providers specialize in the management of customer relationships, which means that they bring a large pool of expertise and experience. CRM outsourcing allows large enterprises to quickly adapt to changing market conditions, customer needs, and industry trends. This flexibility is crucial for remaining competitive in dynamic markets. Thus, factors such as cost savings, flexibility, and adaptability will contribute to the growth of the large enterprises segment, which will enhance the growth of the market in focus during the forecast period.

Regional Overview

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North America is estimated to contribute 35% to the growth of the global market during the forecast period. Technavio’s analysts have elaborately explained the regional trends and drivers that shape the market during the forecast period. North America has always been a lucrative market for CRM outsourcing vendors as the region is an early adopter of advanced technologies. This region has witnessed market growth due to the strong presence of large vendors and their penetration. The rate of data generation and consumption is among the highest in the region. Additionally, the integration of cloud-based services and social media into the CRM process is leading to the development of a new intelligent CRM outsourcing business model in the region.

Moreover, North American CRM outsourcing providers have been early adopters of advanced technologies such as artificial intelligence (AI), machine learning, chatbots, and analytics. The efficiency of customer services and data management is enhanced by these technologies. Moreover, North America is home to a vast and diverse range of industries, including technology, finance, healthcare, retail, and more. As a result, the Customer Relationship Management (CRM) Outsourcing Market can cater to a wide array of industry-specific needs.

In 2020, the outbreak of the COVID-19 pandemic inhibited the growth of the Customer Relationship Management Outsourcing Market in the region. However, in 2021, with the lifting of the COVID-19-induced lockdowns, the markets reopened and recovered due to large-scale vaccination drives, following all the safety measures to control the spread of the disease. The COVID-19 pandemic increased the demand for remote customer support services and highlighted the importance of business continuity planning. Many North American companies have benefited from the help of CRM outsourcing providers in adjusting to these challenges. The regional Customer Relationship Management (CRM) Outsourcing Market is expected to grow significantly during the forecast period.

CRM Outsourcing Market Customer Landscape

The CRM Outsourcing Market report includes the adoption lifecycle of the market, covering from the innovator’s stage to the laggard’s stage. It focuses on adoption rates in different regions based on penetration. Furthermore, the report also includes key purchase criteria and drivers of price sensitivity to help companies evaluate and develop their growth strategies.

Global CRM Outsourcing Market Customer Landscape

Who are the Major CRM Outsourcing Market Companies?

Companies are implementing various strategies, such as strategic alliances, partnerships, mergers and acquisitions, geographical expansion, and product/service launches, to enhance their presence in the market.

Accenture Plc - The company offers CRM outsourcing services such as Accenture Dynamics customer relationship management service.

Alorica Inc. - The company offers CRM outsourcing services such as Alorica customer experience service.

Atos SE - The company offers CRM outsourcing services such as Atos CX customer relationship management service.

The research report also includes detailed analyses of the competitive landscape of the market and information about 15 market companies, including:

  • Capgemini Service SAS
  • Cognizant Technology Solutions Corp.
  • Concentrix Corp.
  • Dell Technologies Inc.
  • Digital Customer Care Co. BV
  • ExlService Holdings Inc.
  • Firstsource Solutions Ltd.
  • Genpact Ltd.
  • HCL Technologies Ltd.
  • Hinduja Global Solutions Ltd.
  • Infosys Ltd.
  • International Business Machines Corp.

Qualitative and quantitative analysis of companies has been conducted to help clients understand the wider business environment as well as the strengths and weaknesses of key market players. Data is qualitatively analyzed to categorize companies as pure play, category-focused, industry-focused, and diversified; it is quantitatively analyzed to categorize companies as dominant, leading, strong, tentative, and weak.

Segment Overview

The CRM outsourcing market report forecasts market growth by revenue at global, regional & country levels and provides an analysis of the latest trends and growth opportunities from 2017 to 2027. 

  • End-user Outlook (USD Billion, 2017 - 2027)
    • BFSI
    • Telecom and IT
    • Retail
    • Healthcare
    • Discrete manufacturing and others
  • Application Outlook (USD Billion, 2017 - 2027)
    • Large enterprise
    • SMEs
  • Region Outlook (USD Billion, 2017 - 2027)
    • North America
      • The U.S.
      • Canada
    • Europe
      • U.K.
      • Germany
      • France
      • Rest of Europe
    • APAC
      • China
      • India
    • Middle East & Africa
      • Saudi Arabia
      • South Africa
      • Rest of the Middle East & Africa
    • South America
      • Chile
      • Argentina
      • Brazil

CRM Outsourcing Market Scope

Report Coverage

Details

Page number

175

Base year

2022

Historic period

2017-2021

Forecast period

2023-2027

Growth momentum & CAGR

Accelerate at a CAGR of 5.63%

Market growth 2023-2027

USD 25.4 billion

Market structure

Fragmented

YoY growth 2022-2023(%)

5.19

Regional analysis

North America, Europe, APAC, South America, and Middle East and Africa

Performing market contribution

North America at 35%

Key countries

US, Canada, Australia, the UK, and Germany

Competitive landscape

 Leading Companies, Market Positioning of Companies, Competitive Strategies, and Industry Risks

Key companies profiled

3i Infotech Ltd., Accenture Plc, Alorica Inc., Atos SE, Capgemini Service SAS, Cognizant Technology Solutions Corp., Concentrix Corp., Dell Technologies Inc., Digital Customer Care Co. BV, ExlService Holdings Inc., Firstsource Solutions Ltd., Genpact Ltd., HCL Technologies Ltd., Hinduja Global Solutions Ltd., Infosys Ltd., International Business Machines Corp., StarTek Inc., Tata Sons Pvt. Ltd., Teleperformance SE, and TTEC Holdings Inc.

Market dynamics

Parent market analysis, Market growth inducers and obstacles, Fast-growing and slow-growing segment analysis, COVID-19 impact and recovery analysis and future consumer dynamics, and Market condition analysis for the forecast period.

Customization purview

If our report has not included the data that you are looking for, you can reach out to our analysts and get segments customized.

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What are the Key Data Covered in this CRM Outsourcing Market Research Report?

  • CAGR of the market during the forecast period
  • Detailed information on factors that will drive the growth of the market between 2023 and 2027
  • Precise estimation of the market in focus on the parent market
  • Accurate predictions about upcoming trends and changes in consumer behavior
  • Growth of the market industry across North America, Europe, APAC, South America, and Middle East and Africa
  • A thorough analysis of the market’s competitive landscape and detailed information about companies
  • Comprehensive analysis of factors that will challenge the growth of market companies

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1 Executive Summary

  • 1.1 Market overview
    • Exhibit 01: Executive Summary – Chart on Market Overview
    • Exhibit 02: Executive Summary – Data Table on Market Overview
    • Exhibit 03: Executive Summary – Chart on Global Market Characteristics
    • Exhibit 04: Executive Summary – Chart on Market by Geography
    • Exhibit 05: Executive Summary – Chart on Market Segmentation by End-user
    • Exhibit 06: Executive Summary – Chart on Market Segmentation by Application
    • Exhibit 07: Executive Summary – Chart on Incremental Growth
    • Exhibit 08: Executive Summary – Data Table on Incremental Growth
    • Exhibit 09: Executive Summary – Chart on Vendor Market Positioning

2 Market Landscape

  • 2.1 Market ecosystem
    • Exhibit 10: Parent market
    • Exhibit 11: Market Characteristics

3 Market Sizing

  • 3.1 Market definition
    • Exhibit 12: Offerings of vendors included in the market definition
  • 3.2 Market segment analysis
    • Exhibit 13: Market segments
  • 3.3 Market size 2022
    • 3.4 Market outlook: Forecast for 2022-2027
      • Exhibit 14: Chart on Global - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 15: Data Table on Global - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 16: Chart on Global Market: Year-over-year growth 2022-2027 (%)
      • Exhibit 17: Data Table on Global Market: Year-over-year growth 2022-2027 (%)

    4 Historic Market Size

    • 4.1 Global CRM outsourcing market 2017 - 2021
      • Exhibit 18: Historic Market Size – Data Table on global crm outsourcing market 2017 - 2021 ($ billion)
    • 4.2 End-user Segment Analysis 2017 - 2021
      • Exhibit 19: Historic Market Size – End-user Segment 2017 - 2021 ($ billion)
    • 4.3 Application Segment Analysis 2017 - 2021
      • Exhibit 20: Historic Market Size – Application Segment 2017 - 2021 ($ billion)
    • 4.4 Geography Segment Analysis 2017 - 2021
      • Exhibit 21: Historic Market Size – Geography Segment 2017 - 2021 ($ billion)
    • 4.5 Country Segment Analysis 2017 - 2021
      • Exhibit 22: Historic Market Size – Country Segment 2017 - 2021 ($ billion)

    5 Five Forces Analysis

    • 5.1 Five forces summary
      • Exhibit 23: Five forces analysis - Comparison between 2022 and 2027
    • 5.2 Bargaining power of buyers
      • Exhibit 24: Chart on Bargaining power of buyers – Impact of key factors 2022 and 2027
    • 5.3 Bargaining power of suppliers
      • Exhibit 25: Bargaining power of suppliers – Impact of key factors in 2022 and 2027
    • 5.4 Threat of new entrants
      • Exhibit 26: Threat of new entrants – Impact of key factors in 2022 and 2027
    • 5.5 Threat of substitutes
      • Exhibit 27: Threat of substitutes – Impact of key factors in 2022 and 2027
    • 5.6 Threat of rivalry
      • Exhibit 28: Threat of rivalry – Impact of key factors in 2022 and 2027
    • 5.7 Market condition
      • Exhibit 29: Chart on Market condition - Five forces 2022 and 2027

    6 Market Segmentation by End-user

    • 6.1 Market segments
      • Exhibit 30: Chart on End-user - Market share 2022-2027 (%)
      • Exhibit 31: Data Table on End-user - Market share 2022-2027 (%)
    • 6.2 Comparison by End-user
      • Exhibit 32: Chart on Comparison by End-user
      • Exhibit 33: Data Table on Comparison by End-user
    • 6.3 BFSI - Market size and forecast 2022-2027
      • Exhibit 34: Chart on BFSI - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 35: Data Table on BFSI - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 36: Chart on BFSI - Year-over-year growth 2022-2027 (%)
      • Exhibit 37: Data Table on BFSI - Year-over-year growth 2022-2027 (%)
    • 6.4 Telecom and IT - Market size and forecast 2022-2027
      • Exhibit 38: Chart on Telecom and IT - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 39: Data Table on Telecom and IT - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 40: Chart on Telecom and IT - Year-over-year growth 2022-2027 (%)
      • Exhibit 41: Data Table on Telecom and IT - Year-over-year growth 2022-2027 (%)
    • 6.5 Retail - Market size and forecast 2022-2027
      • Exhibit 42: Chart on Retail - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 43: Data Table on Retail - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 44: Chart on Retail - Year-over-year growth 2022-2027 (%)
      • Exhibit 45: Data Table on Retail - Year-over-year growth 2022-2027 (%)
    • 6.6 Healthcare - Market size and forecast 2022-2027
      • Exhibit 46: Chart on Healthcare - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 47: Data Table on Healthcare - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 48: Chart on Healthcare - Year-over-year growth 2022-2027 (%)
      • Exhibit 49: Data Table on Healthcare - Year-over-year growth 2022-2027 (%)
    • 6.7 Discrete manufacturing and others - Market size and forecast 2022-2027
      • Exhibit 50: Chart on Discrete manufacturing and others - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 51: Data Table on Discrete manufacturing and others - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 52: Chart on Discrete manufacturing and others - Year-over-year growth 2022-2027 (%)
      • Exhibit 53: Data Table on Discrete manufacturing and others - Year-over-year growth 2022-2027 (%)
    • 6.8 Market opportunity by End-user
      • Exhibit 54: Market opportunity by End-user ($ billion)
      • Exhibit 55: Data Table on Market opportunity by End-user ($ billion)

    7 Market Segmentation by Application

    • 7.1 Market segments
      • Exhibit 56: Chart on Application - Market share 2022-2027 (%)
      • Exhibit 57: Data Table on Application - Market share 2022-2027 (%)
    • 7.2 Comparison by Application
      • Exhibit 58: Chart on Comparison by Application
      • Exhibit 59: Data Table on Comparison by Application
    • 7.3 Large enterprise - Market size and forecast 2022-2027
      • Exhibit 60: Chart on Large enterprise - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 61: Data Table on Large enterprise - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 62: Chart on Large enterprise - Year-over-year growth 2022-2027 (%)
      • Exhibit 63: Data Table on Large enterprise - Year-over-year growth 2022-2027 (%)
    • 7.4 SMEs - Market size and forecast 2022-2027
      • Exhibit 64: Chart on SMEs - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 65: Data Table on SMEs - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 66: Chart on SMEs - Year-over-year growth 2022-2027 (%)
      • Exhibit 67: Data Table on SMEs - Year-over-year growth 2022-2027 (%)
    • 7.5 Market opportunity by Application
      • Exhibit 68: Market opportunity by Application ($ billion)
      • Exhibit 69: Data Table on Market opportunity by Application ($ billion)

    8 Customer Landscape

    • 8.1 Customer landscape overview
      • Exhibit 70: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

    9 Geographic Landscape

    • 9.1 Geographic segmentation
      • Exhibit 71: Chart on Market share by geography 2022-2027 (%)
      • Exhibit 72: Data Table on Market share by geography 2022-2027 (%)
    • 9.2 Geographic comparison
      • Exhibit 73: Chart on Geographic comparison
      • Exhibit 74: Data Table on Geographic comparison
    • 9.3 North America - Market size and forecast 2022-2027
      • Exhibit 75: Chart on North America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 76: Data Table on North America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 77: Chart on North America - Year-over-year growth 2022-2027 (%)
      • Exhibit 78: Data Table on North America - Year-over-year growth 2022-2027 (%)
    • 9.4 Europe - Market size and forecast 2022-2027
      • Exhibit 79: Chart on Europe - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 80: Data Table on Europe - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 81: Chart on Europe - Year-over-year growth 2022-2027 (%)
      • Exhibit 82: Data Table on Europe - Year-over-year growth 2022-2027 (%)
    • 9.5 APAC - Market size and forecast 2022-2027
      • Exhibit 83: Chart on APAC - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 84: Data Table on APAC - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 85: Chart on APAC - Year-over-year growth 2022-2027 (%)
      • Exhibit 86: Data Table on APAC - Year-over-year growth 2022-2027 (%)
    • 9.6 South America - Market size and forecast 2022-2027
      • Exhibit 87: Chart on South America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 88: Data Table on South America - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 89: Chart on South America - Year-over-year growth 2022-2027 (%)
      • Exhibit 90: Data Table on South America - Year-over-year growth 2022-2027 (%)
    • 9.7 Middle East and Africa - Market size and forecast 2022-2027
      • Exhibit 91: Chart on Middle East and Africa - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 92: Data Table on Middle East and Africa - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 93: Chart on Middle East and Africa - Year-over-year growth 2022-2027 (%)
      • Exhibit 94: Data Table on Middle East and Africa - Year-over-year growth 2022-2027 (%)
    • 9.8 US - Market size and forecast 2022-2027
      • Exhibit 95: Chart on US - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 96: Data Table on US - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 97: Chart on US - Year-over-year growth 2022-2027 (%)
      • Exhibit 98: Data Table on US - Year-over-year growth 2022-2027 (%)
    • 9.9 UK - Market size and forecast 2022-2027
      • Exhibit 99: Chart on UK - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 100: Data Table on UK - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 101: Chart on UK - Year-over-year growth 2022-2027 (%)
      • Exhibit 102: Data Table on UK - Year-over-year growth 2022-2027 (%)
    • 9.10 Australia - Market size and forecast 2022-2027
      • Exhibit 103: Chart on Australia - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 104: Data Table on Australia - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 105: Chart on Australia - Year-over-year growth 2022-2027 (%)
      • Exhibit 106: Data Table on Australia - Year-over-year growth 2022-2027 (%)
    • 9.11 Germany - Market size and forecast 2022-2027
      • Exhibit 107: Chart on Germany - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 108: Data Table on Germany - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 109: Chart on Germany - Year-over-year growth 2022-2027 (%)
      • Exhibit 110: Data Table on Germany - Year-over-year growth 2022-2027 (%)
    • 9.12 Canada - Market size and forecast 2022-2027
      • Exhibit 111: Chart on Canada - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 112: Data Table on Canada - Market size and forecast 2022-2027 ($ billion)
      • Exhibit 113: Chart on Canada - Year-over-year growth 2022-2027 (%)
      • Exhibit 114: Data Table on Canada - Year-over-year growth 2022-2027 (%)
    • 9.13 Market opportunity by geography
      • Exhibit 115: Market opportunity by geography ($ billion)
      • Exhibit 116: Data Tables on Market opportunity by geography ($ billion)

    10 Drivers, Challenges, and Trends

    • 10.1 Market drivers
      • 10.2 Market challenges
        • 10.3 Impact of drivers and challenges
          • Exhibit 117: Impact of drivers and challenges in 2022 and 2027
        • 10.4 Market trends

          11 Vendor Landscape

          • 11.1 Overview
            • 11.2 Vendor landscape
              • Exhibit 118: Overview on Criticality of inputs and Factors of differentiation
            • 11.3 Landscape disruption
              • Exhibit 119: Overview on factors of disruption
            • 11.4 Industry risks
              • Exhibit 120: Impact of key risks on business

            12 Vendor Analysis

            • 12.1 Vendors covered
              • Exhibit 121: Vendors covered
            • 12.2 Market positioning of vendors
              • Exhibit 122: Matrix on vendor position and classification
            • 12.3 Accenture Plc
              • Exhibit 123: Accenture Plc - Overview
              • Exhibit 124: Accenture Plc - Business segments
              • Exhibit 125: Accenture Plc - Key news
              • Exhibit 126: Accenture Plc - Key offerings
              • Exhibit 127: Accenture Plc - Segment focus
            • 12.4 Alorica Inc.
              • Exhibit 128: Alorica Inc. - Overview
              • Exhibit 129: Alorica Inc. - Product / Service
              • Exhibit 130: Alorica Inc. - Key offerings
            • 12.5 Atos SE
              • Exhibit 131: Atos SE - Overview
              • Exhibit 132: Atos SE - Business segments
              • Exhibit 133: Atos SE - Key news
              • Exhibit 134: Atos SE - Key offerings
              • Exhibit 135: Atos SE - Segment focus
            • 12.6 Capgemini Service SAS
              • Exhibit 136: Capgemini Service SAS - Overview
              • Exhibit 137: Capgemini Service SAS - Business segments
              • Exhibit 138: Capgemini Service SAS - Key news
              • Exhibit 139: Capgemini Service SAS - Key offerings
              • Exhibit 140: Capgemini Service SAS - Segment focus
            • 12.7 Cognizant Technology Solutions Corp.
              • Exhibit 141: Cognizant Technology Solutions Corp. - Overview
              • Exhibit 142: Cognizant Technology Solutions Corp. - Business segments
              • Exhibit 143: Cognizant Technology Solutions Corp. - Key news
              • Exhibit 144: Cognizant Technology Solutions Corp. - Key offerings
              • Exhibit 145: Cognizant Technology Solutions Corp. - Segment focus
            • 12.8 Concentrix Corp.
              • Exhibit 146: Concentrix Corp. - Overview
              • Exhibit 147: Concentrix Corp. - Product / Service
              • Exhibit 148: Concentrix Corp. - Key offerings
            • 12.9 Dell Technologies Inc.
              • Exhibit 149: Dell Technologies Inc. - Overview
              • Exhibit 150: Dell Technologies Inc. - Business segments
              • Exhibit 151: Dell Technologies Inc. - Key news
              • Exhibit 152: Dell Technologies Inc. - Key offerings
              • Exhibit 153: Dell Technologies Inc. - Segment focus
            • 12.10 Digital Customer Care Co. BV
              • Exhibit 154: Digital Customer Care Co. BV - Overview
              • Exhibit 155: Digital Customer Care Co. BV - Product / Service
              • Exhibit 156: Digital Customer Care Co. BV - Key offerings
            • 12.11 ExlService Holdings Inc.
              • Exhibit 157: ExlService Holdings Inc. - Overview
              • Exhibit 158: ExlService Holdings Inc. - Business segments
              • Exhibit 159: ExlService Holdings Inc. - Key news
              • Exhibit 160: ExlService Holdings Inc. - Key offerings
              • Exhibit 161: ExlService Holdings Inc. - Segment focus
            • 12.12 Genpact Ltd.
              • Exhibit 162: Genpact Ltd. - Overview
              • Exhibit 163: Genpact Ltd. - Business segments
              • Exhibit 164: Genpact Ltd. - Key news
              • Exhibit 165: Genpact Ltd. - Key offerings
              • Exhibit 166: Genpact Ltd. - Segment focus
            • 12.13 HCL Technologies Ltd.
              • Exhibit 167: HCL Technologies Ltd. - Overview
              • Exhibit 168: HCL Technologies Ltd. - Business segments
              • Exhibit 169: HCL Technologies Ltd. - Key news
              • Exhibit 170: HCL Technologies Ltd. - Key offerings
              • Exhibit 171: HCL Technologies Ltd. - Segment focus
            • 12.14 Hinduja Global Solutions Ltd.
              • Exhibit 172: Hinduja Global Solutions Ltd. - Overview
              • Exhibit 173: Hinduja Global Solutions Ltd. - Product / Service
              • Exhibit 174: Hinduja Global Solutions Ltd. - Key offerings
            • 12.15 Infosys Ltd.
              • Exhibit 175: Infosys Ltd. - Overview
              • Exhibit 176: Infosys Ltd. - Business segments
              • Exhibit 177: Infosys Ltd. - Key news
              • Exhibit 178: Infosys Ltd. - Key offerings
              • Exhibit 179: Infosys Ltd. - Segment focus
            • 12.16 International Business Machines Corp.
              • Exhibit 180: International Business Machines Corp. - Overview
              • Exhibit 181: International Business Machines Corp. - Business segments
              • Exhibit 182: International Business Machines Corp. - Key news
              • Exhibit 183: International Business Machines Corp. - Key offerings
              • Exhibit 184: International Business Machines Corp. - Segment focus
            • 12.17 Tata Sons Pvt. Ltd.
              • Exhibit 185: Tata Sons Pvt. Ltd. - Overview
              • Exhibit 186: Tata Sons Pvt. Ltd. - Business segments
              • Exhibit 187: Tata Sons Pvt. Ltd. - Key offerings
              • Exhibit 188: Tata Sons Pvt. Ltd. - Segment focus

            13 Appendix

            • 13.1 Scope of the report
              • 13.2 Inclusions and exclusions checklist
                • Exhibit 189: Inclusions checklist
                • Exhibit 190: Exclusions checklist
              • 13.3 Currency conversion rates for US$
                • Exhibit 191: Currency conversion rates for US$
              • 13.4 Research methodology
                • Exhibit 192: Research methodology
                • Exhibit 193: Validation techniques employed for market sizing
                • Exhibit 194: Information sources
              • 13.5 List of abbreviations
                • Exhibit 195: List of abbreviations

                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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