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BUSINESS PROCESS OUTSOURCING (BPO) - A GLOBAL STRATEGIC BUSINESS REPORT   

Research Abstract

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

Click here to request a full list of companies covered in the report...

Code: MCP-1533
Price: $4950
Companies: 245
Pages: 715
Date: March 2015
Market Data Tables: 166
  Status: * New Report



TABLE OF CONTENTS


  BUSINESS PROCESS OUTSOURCING (BPO) (Complete Report) Pages : 715   | $4950

   Study Reliability and Reporting Limitations.....I-1  
   Disclaimers.....I-2
Data Interpretation & Reporting Level.....I-2
  
   Product Definitions and Scope of Study.....I-3  
   BPO - A Prelude.....II-11$100
   Current and Future Analysis.....II-21$100
   The Changing Scenario.....II-31$100
   Disruptive Forces Line the Future BPO Model.....II-41$100
   Overview of the Outsourcing Industry Amid Economy Upheavals.....II-5
Impact of Recession.....II-5
1$100
   Debt Crisis Drives Investors to become Risk Averse.....II-61$100
   Economy Outlook.....II-7 2$200
   Table 1: World GDP (2012-2015): Breakdown of Percentage GDP Growth by Select Country (includes corresponding Graph/Chart).....II-91$350
   Emerging Markets Drive Growth.....II-10
Growth Opportunities in Service Segments.....II-10
BPO Adoption in End-User Markets.....II-10
2$200
   Sourcing Strategy/Model: Means to Achieve Business Process.....II-12
Sole Sourcing – A Model for Increasing Operational Efficiency.....II-12
1$100
   One-Stop-Shop for Comprehensive HR Outsourcing.....II-13
Multi-Source Approach: Gains Strength.....II-13
Benefits of Multi-Sourcing Approach.....II-13
1$100
   Challenges Facing Multi-Sourcing Strategy.....II-14
Offshore BPO: Driving Cost-Effectiveness.....II-14
1$100
   Offshore Outsourcing of Call Centers.....II-15
Protectionism – Implications for Offshore BPOs.....II-15
1$100
   A Brief Sketch of Major Outsourcing Destinations.....II-161$100
   India.....II-17
Philippines.....II-17
China.....II-17
1$100
   Malaysia.....II-18
Czech Republic.....II-18
Singapore.....II-18
Brazil.....II-18
Canada.....II-18
1$100
   Poland.....II-19
Egypt.....II-19
Mexico.....II-19
1$100
   Altering Delivery Models .....II-20
Small and Mid-Size Companies - An Expanding Clientele.....II-20
Focus on Business Process Improvement Gains Momentum.....II-20
1$100
   ‘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
1$100
   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
1$100
   Latin America Emerges as a Global Delivery Location.....II-23
Continental Europe Opens Up to BPO.....II-23
1$100
   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
1$100
   Robotic Automation Makes In Roads in BPO Industry.....II-25
Social Media Networking Trend Transforms Business Strategies.....II-25
1$100
   Growing Popularity of Cloud Computing.....II-261$100
   Growing Use of Mobile Based Customer Service Applications.....II-27
Voice Biometrics – Growing Role in Customer Verification.....II-27
1$100
   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
1$100
   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
1$100
   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
1$100
   Challenges for Impact Sourcing.....II-311$100
   Finance and Accounting BPO (FAO).....II-32
Customer Services BPO.....II-32
1$100
   Human Resources BPO (HRO).....II-331$100
   Recruitment Process Outsourcing (RPO).....II-34
HR Outsourcing Types.....II-34
Procurement BPO.....II-34
1$100
   Knowledge Process Outsourcing (KPO).....II-351$100
   BPO Vs KPO.....II-361$100
   Overview.....II-371$100
   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
1$350
   A Prelude.....II-39
Opportunities from Growing Web-Based Interactions.....II-39
1$100
   Contact Center Outsourcing Services Makes Inroads into New Verticals.....II-40
Service Providers Adopt New Strategies.....II-40
1$100
   A High-Profile Segment.....II-41
Future Growth Opportunities.....II-41
1$100
   Snapshots.....II-42
Multi-Process HRO Market: An Overview.....II-42
1$100
   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
1$100
   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
1$100
   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
1$100
   HR Portal: A Highlighting Trend.....II-46
Migration to the Cloud.....II-46
Self-Service: An Option for Mobile Workforce.....II-46
1$100
   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
1$100
   Shift towards Value Creation – The Only Way Out.....II-48
Supplier Glut Imminent.....II-48
Future Looks Bright for Analytics Outsourcing Market.....II-48
1$100
   Introduction.....II-491$100
   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
1$100
   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
1$100
   Challenges Confronting PO Vendors.....II-52
Leading Players.....II-52
Competition Heats Up in Procurement BPO Market.....II-52
1$100
   Logistics BPO.....II-531$100
   BPO Industry: Competitive Scenario.....II-54
Consolidation Activity Intensifies.....II-54
1$100
   Select BPO Mergers & Acquisitions Activity in the Recent Past.....II-551$100
   Presence of Top 10 BPO Service Providers in Various Market Segments (2014).....II-561$100
   Manufacturing Sector.....II-57
Telecommunications Industry.....II-57
1$100
   Retail Sector.....II-58
Banking, Insurance & Finance Services.....II-58
1$100
   Bookkeeping.....II-59
Budgeting.....II-59
Credit Card Processing.....II-59
Financial Reporting.....II-59
1$100
   Financial Statements.....II-60
General Ledger Maintenance.....II-60
Bank Reconciliation Statement.....II-60
Financial Analysis.....II-60
Preparation of Tax Returns.....II-60
1$100
   Mortgage Processing Services.....II-611$100
   Banking Sector.....II-62
Business Case for Outsourcing in Banking Sector.....II-62
Insurance.....II-62
A Prelude.....II-62
2$200
   Industry on the Recovery Mod.....II-64
Travel & Transportation Industry.....II-64
Travel Services.....II-64
1$100
   Airline Industry.....II-651$100
   Logistics and Transportation.....II-66
Government BPO.....II-66
1$100
   Construction.....II-671$100
   Introduction.....II-68
Vertical Vs Horizontal BPO.....II-68
Vertical BPO.....II-68
1$100
   Horizontal BPO.....II-69
Onsite, Offsite and Offshore BPO Models.....II-69
1$100
   Onsite Business Process Outsourcing.....II-70
Offsite Business Process Outsourcing.....II-70
Offshore Business Process Outsourcing.....II-70
1$100
   BPO Business Models.....II-711$100
   Types of BPO Structures.....II-721$100
   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
1$100
   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
1$100
   The BPO Advantage.....II-75
How is BPO Different from ASP?.....II-75
1$100
   Platform BPO.....II-76
Platform BPO Vs Traditional BPO.....II-76
1$100
   Advantages of Platform BPO.....II-77
Challenges Facing¬ Platform BPO.....II-77
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   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
1$100
   Accenture Plc (Ireland).....II-94
Aon Hewitt (USA).....II-94
1$100
   Automatic Data Processing, Inc. (USA).....II-951$100
   Capgemini (France).....II-96
Capita Plc (UK).....II-96
1$100
   Ceridian HCM, Inc. (USA).....II-97
CGI Group, Inc. (Canada).....II-97
1$100
   Cognizant Technology Solutions Corporation (USA).....II-98
Computer Sciences Corporation (USA).....II-98
Dell Inc. (USA).....II-98
1$100
   EXLService Holding, Inc. (USA).....II-99
Genpact Limited (India).....II-99
1$100
   Hewlett-Packard Development Company L.P (USA).....II-1001$100
   Infosys BPO Ltd. (India).....II-101
International Business Machines Corporation (USA).....II-101
KARVY Global Services Limited (India).....II-101
1$100
   NTT DATA Corporation. (Japan).....II-102
NGA Human Resources (UK).....II-102
1$100
   Randstad Holding nv (Netherlands).....II-103
Serco Group, Plc (UK).....II-103
1$100
   StarTek, Inc. (USA).....II-104
Sopra Steria Group (Europe).....II-104
Syntel, Inc. (USA).....II-104
1$100
   Tata Consultancy Services Limited (India).....II-105
TriNet Group, Inc. (USA).....II-105
1$100
   Wipro Limited (India).....II-106
WNS (Holdings) Limited (India).....II-106
1$100
   Table 3: World Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-1071$350
   Table 4: World Historic Review for Business Process Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....II-1081$350
   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-1091$350
   By Horizontal Segment.....II-110
Table 6: World Recent Past, Current and Future Analysis for Finance & Accounting Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-110
1$350
   Table 7: World Historic Review for Finance & Accounting Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....II-1111$350
   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-1121$350
   Table 9: World Recent Past, Current and Future Analysis for Customer Services Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-1131$350
   Table 10: World Historic Review for Customer Services Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....II-1141$350
   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-1151$350
   Table 12: World Recent Past, Current and Future Analysis for HR Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-1161$350
   Table 13: World Historic Review for HR Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....II-1171$350
   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-1181$350
   Table 15: World Recent Past, Current and Future Analysis for KPO by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-1191$350
   Table 16: World Historic Review for KPO by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....II-1201$350
   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-1211$350
   Table 18: World Recent Past, Current and Future Analysis for Procurement Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-1221$350
   Table 19: World Historic Review for Procurement Outsourcing by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....II-1231$350
   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-1241$350
   By End-Use Segment.....II-125
Table 21: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Manufacturing Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-125
1$350
   Table 22: World Historic Review for Business Process Outsourcing in Manufacturing Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....II-1261$350
   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-1271$350
   Table 24: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-1281$350
   Table 25: World Historic Review for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....II-1291$350
   . 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-1301$350
   Table 27: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-1311$350
   Table 28: World Historic Review for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....II-1321$350
   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-1331$350
   Table 30: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Retail Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-1341$350
   Table 31: World Historic Review for Business Process Outsourcing in Retail Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....II-1351$350
   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-1361$350
   Table 33: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Other End-Use Sectors by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-1371$350
   Table 34: World Historic Review for Business Process Outsourcing in Other End-Use Sectors by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific (excluding Japan), Latin America and Rest of World Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....II-1381$350
   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-1391$350
   A. Market Analysis.....III-1
Outlook.....III-1
Impact of Recession in Retrospect.....III-1
1$75
   Nearshore Strategy Gains Strength.....III-2
Impact of Protectionist Policies.....III-2
Shift Away from Cost Containment Outsourcing Strategy.....III-2
1$75
   HR Outsourcing - A Highly Lucrative Segment.....III-3
The Offshoring Advantage.....III-3
1$75
   Indian BPOs Set Up Onshore Service Centers in US.....III-4
Offshoring Challenges.....III-4
Procurement BPO Market.....III-4
1$75
   Bank Outsourcing Market.....III-5
Residential Mortgage Outsourcing Market.....III-5
1$75
   Affordable Care Act Invigorates Healthcare Payer BPO.....III-6
Service Launches.....III-6
1$75
   Strategic Corporate Developments.....III-75$375
   Key Players.....III-129$675
   B. Market Analytics.....III-21
Table 36: US Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-21
1$200
   Table 37: US Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-221$200
   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-231$200
   Table 39: US Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-241$200
   Table 40: US Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-251$200
   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-261$200
   A. Market Analysis.....III-27
Outlook.....III-27
HR Outsourcing: On an Upswing.....III-27
Strategic Corporate Developments.....III-27
1$75
   CGI Group, Inc. – A Key Player.....III-281$75
   B. Market Analytics.....III-29
Table 42: Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-29
1$200
   Table 43: Canadian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-301$200
   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-311$200
   Table 45: Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-321$200
   Table 46: Canadian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-331$200
   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-341$200
   A. Market Analysis.....III-35
Current & Future Analysis.....III-35
Strategic Corporate Development.....III-35
NTT Data Corporation – A Key Player.....III-35
1$75
   B. Market Analytics.....III-36
Table 48: Japanese Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-36
1$200
   Table 49: Japanese Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-371$200
   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-381$200
   Table 51: Japanese Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-391$200
   Table 52: Japanese Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-401$200
   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-411$200
   A. Market Analysis.....III-42
Outlook.....III-42
2$150
   Service Launch.....III-44
Strategic Corporate Development.....III-44
Sopra Steria Group – A Key Player.....III-44
1$75
   B. Market Analytics.....III-45
Table 54: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-45
1$200
   Table 55: European Historic Review for Business Process Outsourcing by Geographic Region - France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-461$200
   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-471$200
   Table 57: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-481$200
   Table 58: European Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-491$200
   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-501$200
   Table 60: European Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-511$200
   Table 61: European Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-521$200
   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-531$200
   A. Market Analysis.....III-54
Outlook.....III-54
Strategic Corporate Developments.....III-54
Capgemini – A Key Player.....III-54
2$150
   B. Market Analytics.....III-56
Table 63: French Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-56
1$200
   Table 64: French Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-571$200
   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-581$200
   Table 66: French Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-591$200
   Table 67: French Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-601$200
   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-611$200
   A. Market Analysis.....III-62
Outlook.....III-62
A Leading European BPO Market.....III-62
Advantages of Germany as an outsourcing location.....III-62
1$75
   Strategic Corporate Developments.....III-631$75
   B. Market Analytics.....III-64
Table 69: German Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-64
1$200
   Table 70: German Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-651$200
   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-661$200
   Table 72: German Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-671$200
   Table 73: German Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-681$200
   Table 74: German 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-691$200
   A. Market Analysis.....III-70
Outlook.....III-70
Financial Services Outsourcing in Italy: An Overview.....III-70
Strategic Corporate Developments.....III-70
1$75
   B. Market Analytics.....III-71
Table 75: Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-71
1$200
   Table 76: Italian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-721$200
   Table 77: Italian 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-731$200
   Table 78: Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-741$200
   Table 79: Italian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-751$200
   Table 80: Italian 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-761$200
   A. Market Analysis.....III-77
Outlook.....III-77
A Quick Primer.....III-77
Recession & the BPO Industry.....III-77
1$75
   UK Outsourcing Companies Move Overseas.....III-78
Competitive Landscape.....III-78
Table 81: Leading Players in UK BPO Services Market (2014): Percentage Breakdown of Market Share for Accenture, Atos, Capita, Serco, Xerox/ACS and Others (includes corresponding Graph/Chart).....III-78
1$200
   Service Launch.....III-79
Strategic Corporate Developments.....III-79
1$75
   Key Players.....III-802$150
   B. Market Analytics.....III-82
Table 82: UK Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-82
1$200
   Table 83: UK Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-831$200
   Table 84: UK 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-841$200
   Table 85: UK Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-851$200
   Table 86: UK Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-861$200
   Table 87: UK 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-871$200
   Market Analysis.....III-88
Table 88: Spanish Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-88
1$200
   Table 89: Spanish Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-891$200
   Table 90: Spanish 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-901$200
   Table 91: Spanish Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-911$200
   Table 92: Spanish Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-921$200
   Table 93: Spanish 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-931$200
   Market Analysis.....III-94
Market Analysis.....III-94
1$75
   Table 94: Russian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-951$200
   Table 95: Russian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-961$200
   Table 96: Russian 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-971$200
   Table 97: Russian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-981$200
   Table 98: Russian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-991$200
   Table 99: Russian 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-1001$200
   A. Market Analysis.....III-101
Outlook.....III-101
Eastern and Central Europe.....III-101
Czech Republic.....III-101
Poland.....III-101
1$75
   Romania.....III-102
Strategic Corporate Developments.....III-102
1$75
   Key Players.....III-1032$150
   B. Market Analytics.....III-105
Table 100: Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-105
1$200
   Table 101: Rest of Europe Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1061$200
   Table 102: Rest of Europe 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-1071$200
   Table 103: Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-1081$200
   Table 104: Rest of Europe Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1091$200
   Table 105: Rest of Europe 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-1101$200
   A. Market Analysis.....III-111
Outlook.....III-111
Asia-Pacific Market for BPO: A Primer.....III-111
1$75
   HR Outsourcing to Expand.....III-112
Growing Prospects in SMB Segment.....III-112
1$75
   B. Market Analytics.....III-113
Table 106: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - Australia, China, India and Rest of Asia-Pacific Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-113
1$200
   Table 107: Asia-Pacific Historic Review for Business Process Outsourcing by Geographic Region - Australia, China, India and Rest of Asia-Pacific Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1141$200
   Table 108: Asia-Pacific 14-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for Australia, China, India and Rest of Asia-Pacific Markets for Years 2007, 2015 and 2020 (includes corresponding Graph/Chart).....III-1151$200
   Table 109: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes correspondingGraph/Chart).....III-1161$200
   Table 110: Asia-Pacific Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1171$200
   Table 111: Asia-Pacific 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-1181$200
   Table 112: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-1191$200
   Table 113: Asia-Pacific Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1201$200
   Table 114: Asia-Pacific 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-1211$200
   A. Market Analysis.....III-122
Market Overview.....III-122
Strategic Corporate Developments.....III-122
2$150
   B. Market Analytics.....III-124
Table 115: Australian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-124
1$200
   Table 116: Australian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1251$200
   Table 117: Australian 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-1261$200
   Table 118: Australian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-1271$200
   Table 119: Australian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1281$200
   Table 120: Australian 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-1291$200
   A. Market Analysis.....III-130
Market Overview.....III-130
Emphasis on Developing Domestic Chinese Outsourcing Market.....III-130
1$75
   Outsourcing of Back Office Functions.....III-131
HR Outsourcing in China.....III-131
1$75
   Strategic Corporate Development.....III-132
B. Market Analytics.....III-132
Table 121: Chinese Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-132
1$200
   Table 122: Chinese Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1331$200
   Table 123: Chinese 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-1341$200
   Table 124: Chinese Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-1351$200
   Table 125: Chinese Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1361$200
   Table 126: Chinese 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-1371$200
   A. Market Analysis.....III-138
India – A Key Global Destination for Outsourcing.....III-138
Recession in Retrospect.....III-138
1$75
   On the Road to Recovery.....III-1391$75
   The Changing Role of Indian BPOs.....III-140
Role of Captive BPOs.....III-140
Financial Services Market – A Vital BPO Vertical.....III-140
1$75
   Human Resource Outsourcing in India.....III-1411$75
   Export Market Continues to Offer Growth Prospects.....III-142
Domestic BPO Market Offers Growth Potential.....III-142
1$75
   Rural BPO Concept Strengthens.....III-143
SMEs: Potential for Growth.....III-143
Focus Shifts to Smaller Towns and Cities.....III-143
1$75
   BPO Industry to Unlock the IT Potential of North East India.....III-144
Tier-II and Tier III Cities to Gain Prominence.....III-144
New Low Cost Destinations – A Growing Threat!.....III-144
KPO Industry Gains Efficiency.....III-144
1$75
   Emerging Competition Fails to Affect India’s Dominance.....III-145
Global KPO Market by Segment – India Vs Other Offshore Destinations.....III-145
1$75
   Vendors Look to Strengthen Presence in KPO.....III-146
Valuation Advisory/Services: A New Area of Opportunity for KPOs.....III-146
1$75
   Major Challenges Confronting India’s BPO Industry.....III-147
Attrition – The Bane of Indian BPO Sector.....III-147
Lack of Employability: A Cause of Concern.....III-147
Rising Salaries Affect India’s Edge as a Cost Competitive Destination.....III-147
1$75
   Talent Shortage Drives BPOs towards Global Delivery Model.....III-148
BPO Vendor Landscape in India.....III-148
1$75
   India Centric BPO Providers – Breakdown by Vertical Industry.....III-1491$75
   India-Centric BPO Providers: Breakdown by Product/Service Offerings.....III-150
BPO Industry Focuses on Inorganic Growth Strategy.....III-150
1$75
   TCS Eyes Leading Position in the Indian BPO Market.....III-151
Strategic Corporate Developments.....III-151
2$150
   Service Launch.....III-153
Key Players.....III-153
3$225
   B. Market Analytics.....III-156
Table 127: Indian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-156
1$200
   Table 128: Indian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1571$200
   Table 129: Indian 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-1581$200
   Table 130: Indian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-1591$200
   Table 131: Indian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1601$200
   Table 132: Indian 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-1611$200
   A. Market Analysis.....III-162
Philippines.....III-162
Emerging as One of Asia’s Premier Outsourcing Destinations.....III-162
2$150
   Table 133: Philippines BPO Market (2014): Percentage Breakdown of Revenues by Segment/Type of Service Offerings - Animation, Contact Center, Software Development, Transcription and Others (includes corresponding Graph/Chart).....III-164
Growth Drivers.....III-164
1$200
   Top 10 BPO Companies in the Philippines: As of 2013.....III-165
Impact of Recession.....III-165
1$75
   Next Wave Cities to Spur Growth.....III-166
KPO Industry Gains Prominence.....III-166
1$75
   Malaysia.....III-167
Singapore.....III-167
Thailand.....III-167
Sri Lanka: An Emerging BPO Destination.....III-167
1$75
   Service Launch.....III-168
Strategic Corporate Developments.....III-168
3$225
   B. Market Analytics.....III-171
Table 134: Rest of Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-171
1$200
   Table 135: Rest of Asia-Pacific Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1721$200
   Table 136: Rest of Asia-Pacific 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-1731$200
   Table 137: Rest of Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-1741$200
   Table 138: Rest of Asia-Pacific Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1751$200
   Table 139: Rest of Asia-Pacific 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-1761$200
   A. Market Analysis.....III-177
Latin America as a Global Delivery Location.....III-177
1$75
   Market Snapshots.....III-178
BPO Industry’s Shift Up the Value Chain.....III-178
1$75
   Strategic Corporate Development.....III-179
B. Market Analytics.....III-179
Table 140: Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region - Brazil and Rest of Latin America Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-179
1$200
   Table 141: Latin American Historic Review for Business Process Outsourcing by Geographic Region - Brazil and Rest of Latin America Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1801$200
   Table 142: Latin American 14-Year Perspective for Business Process Outsourcing by Geographic Region - Percentage Breakdown of Spending for Brazil and Rest of Latin America Markets for Years 2007, 2015 and 2020 (includes corresponding Graph/Chart).....III-1811$200
   Table 143: Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-1821$200
   Table 144: Latin American Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1831$200
   Table 145: Latin American 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-1841$200
   Table 146: Latin American Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-1851$200
   Table 147: Latin American Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1861$200
   Table 148: Latin American 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-1871$200
   A. Market Analysis.....III-188
Brazil.....III-188
Increasing Demand for Contact Center Outsourcing.....III-188
1$75
   Strategic Corporate Development.....III-189
B. Market Analytics.....III-189
Table 149: Brazilian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-189
1$200
   Table 150: Brazilian Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1901$200
   Table 151: Brazilian 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-1911$200
   Table 152: Brazilian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-1921$200
   Table 153: Brazilian Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1931$200
   Table 154: Brazilian 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-1941$200
   A. Market Analysis.....III-195
Argentina.....III-195
Chile.....III-195
1$75
   Colombia.....III-196
Mexico.....III-196
1$75
   Costa Rica & Panama.....III-197
Uruguay.....III-197
1$75
   B. Market Analytics.....III-198
Table 155: Rest of Latin America Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-198
1$200
   Table 156: Rest of Latin America Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-1991$200
   Table 157: Rest of Latin America 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-2001$200
   Table 158: Rest of Latin America Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-2011$200
   Table 159: Rest of Latin America Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-2021$200
   Table 160: Rest of Latin America 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-2031$200
   A. Market Analysis.....III-204
Outlook.....III-204
Israel.....III-204
Africa.....III-204
Egypt: An Emerging Market.....III-204
1$75
   South Africa.....III-205
Market Overview.....III-205
South Africa Emerges as a Major Offshoring Market.....III-205
1$75
   Outlook.....III-206
Telecom Industry Deregulation – A Major Step Towards Rapid BPO Market
  Growth.....III-206
South Africa to Gain as Global Companies Look to Minimize Risks.....III-206
Tanzania: An Emerging Outsourcing Destination in East Africa.....III-206
1$75
   Service Launch.....III-207
Strategic Corporate Developments.....III-207
1$75
   B. Market Analytics.....III-208
Table 161: Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-208
1$200
   Table 162: Rest of World Historic Review for Business Process Outsourcing by Horizontal Segment - Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-2091$200
   Table 163: Rest of World 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-2101$200
   Table 164: Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-2111$200
   Table 165: Rest of World Historic Review for Business Process Outsourcing by End-Use Sector - Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Other Markets Independently Analyzed with Annual Spending Figures in US$ Million for Years 2007 through 2013 (includes corresponding Graph/Chart).....III-2121$200
   Table 166: Rest of World 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-2131$200
  
Total Companies Profiled: 245 (including Divisions/Subsidiaries - 256)

Region/Country Players

The United States 87 Canada 5 Japan 2 Europe 26 France 4 Germany 3 The United Kingdom 11 Italy 1 Rest of Europe 7 Asia-Pacific (Excluding Japan) 130 Latin America 2 Africa 2 Middle East 2
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