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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 (Includes Construction, Transportation, Travel, Healthcare, and Government among Others). The report provides separate comprehensive analytics for the US, Canada, Asia-Pacific, Europe, and Rest of World. Annual estimates and forecasts are provided for the period 2010 through 2018. Also, a six-year historic analysis is provided for these markets. The report profiles 357 companies including many key and niche players such as Accenture Plc, Automatic Data Processing, Inc., Xerox Corporation, Aon Hewitt, Capgemini, Capita Plc, Ceridian Corporation, CGI Group, Inc., Cognizant Technology Solutions Corporation, Computer Sciences Corporation, Dell Services, EXLService Holding, Inc., Genpact Limited, HP Enterprise Services, IInfosys BPO Ltd., Intelligroup, Inc., International Business Machines Corporation, KARVY Global Services Limited., Keane, Inc., NorthgateArinso, Procurian, Inc., Randstad Holding n.v., Serco Group, Plc, Intelenet Global Services Pvt. Ltd., StarTek, Inc., Steria, Syntel, Inc., Tata Consultancy Services Limited, TriNet Group, Inc., Wipro Limited, and WNS (Holdings) Limited. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based upon search engine sources in the public domain.

Code : MCP-1533
Price : $4950
Companies : 357
Pages : 1281
Date : May 2012
Market Data Tables : 111
Status: * New Report

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 TABLE OF CONTENTS

  BUSINESS PROCESS OUTSOURCING (BPO) (Complete Report) Pages : 1281   | $4950
 
I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS7$295
   Study Reliability and Reporting Limitations.....I-1  
   Disclaimers.....I-2  
   Data Interpretation & Reporting Level.....I-3
Quantitative Techniques & Analytics.....I-3
Product Definitions and Scope of Study.....I-3
  
   Horizontal Segment.....I-4
Finance & Accounting.....I-4
Customer Services.....I-4
Human Resources Outsourcing.....I-4
  
   Knowledge Process Outsourcing.....I-5
Procurement BPO.....I-5
End-Use Segments.....I-5
Manufacturing.....I-5
  
   Banking, Insurance & Finance Services (BFSI).....I-6
Telecommunications & Technology.....I-6
  
   Retail.....I-7
Others.....I-7
  
II. EXECUTIVE SUMMARY250$2650
  1. INDUSTRY OVERVIEW.....II-18 $800  
   A Prelude.....II-1
High Potential for ‘Business Transforming’ BPO Services.....II-1
1$100
   BPO: Market Characteristics, Growth Drivers and Determinants.....II-2
Recession Slows Down Growth in the Outsourcing Industry.....II-2
1$350
   Table 1: Global BPO Contracts by Size (Total Contract Value): 2010 (includes corresponding Graph/Chart).....II-31$100
   Post Recession Prospects.....II-4
Current and Future Analysis.....II-4
1$100
   Debt Crisis Reinforces Focus on Outsourcing.....II-51$100
   Emerging Markets Spur Growth.....II-6
Growth Opportunities in Service Segments.....II-6
1$100
   BPO Adoption in End-User Markets.....II-7 1$350
   Table 2: BPO Services in End-Use Markets – Ranked by CAGR (includes corresponding Graph/Chart).....II-81$100
  2. MARKET DYNAMICS.....II-98 $800  
   Sourcing Strategy/Model: Means to Achieve Business Process.....II-9
Sole Sourcing – A Model for Increasing Operational Efficiency.....II-9
One-Stop-Shop for Comprehensive HR Outsourcing.....II-9
1$100
   Multi-Source Approach: Gains Strength.....II-10
Benefits of Multi-Sourcing Approach.....II-10
Challenges Facing Multi-Sourcing Strategy.....II-10
1$100
   Offshore BPO: Driving Cost-Effectiveness.....II-11 1$350
   Table 3: Global Offshore BPO Market by Destination Country (2011): Percentage Share Breakdown of Revenues (includes corresponding Graph/Chart).....II-12
Offshore Outsourcing of Call Centers.....II-12
Protectionism – Implications for Offshore BPOs.....II-12
1$100
   A Brief Sketch of Major Outsourcing Centers.....II-13
India.....II-13
1$100
   China.....II-14
Malaysia.....II-14
Czech Republic.....II-14
Singapore.....II-14
Philippines.....II-14
1$100
   Brazil.....II-15
Canada.....II-15
Poland.....II-15
1$100
   Egypt.....II-16
Mexico.....II-16
1$100
  3. MARKET TRENDS.....II-178 $800  
   Major Trends – In a Nutshell.....II-171$100
   Alternate Offshore Locations Challenge Dominance of Traditional Centers.....II-18
Latin America Emerges as a Global Delivery Location.....II-18
1$100
   Continental Europe Opens Up to BPO.....II-19
New Business Areas Make Gains.....II-19
Industry-Specific BPO Services Continue to Gain Strength.....II-19
1$100
   Supply Management Outsourcing Market on an Upswing.....II-20
Regulatory Changes to Drive BPO Uptake.....II-20
BPO: Heading towards Commoditization?.....II-20
1$100
   Contract Pricing: A Sticking Point.....II-21
Vendors Endeavor to Address the Unique Needs of SME & Mid-Market Sectors.....II-21
Advanced Technologies Come to the Aid of BPO Providers.....II-21
1$100
   Social Networking Trend Transforms Business Strategies.....II-22
Growing Popularity of Cloud Computing.....II-22
BPO Providers Warm up to Green Computing.....II-22
1$100
   Nearshoring Finds Favor among Businesses.....II-23
Growing Significance of Value Addition.....II-23
Platform BPO – A Key Driving Factor.....II-23
Merchants Opt for Outsourcing to Protect Credit Card Data.....II-23
1$100
   Growing Proportion of Non-Linear Revenues.....II-24
Demand for BPOs that Bring About Transformational Change.....II-24
The Importance of Impact Sourcing.....II-24
1$100
  4. AN INSIGHT INTO MAJOR HORIZONTAL SEGMENTS.....II-256 $600  
   Finance and Accounting BPO (FAO).....II-25
Customer Services BPO.....II-25
1$100
   Human Resources BPO (HRO).....II-261$100
   Recruitment Process Outsourcing (RPO).....II-27
HR Outsourcing Types.....II-27
1$100
   Procurement BPO.....II-28
Knowledge Process Outsourcing (KPO).....II-28
1$100
   BPO Vs KPO.....II-292$200
  5. FINANCE & ACCOUNTING OUTSOURCING.....II-3110 $1000  
   A Dynamic Segment.....II-31
Snapshots.....II-31
1$100
   Challenging Market Environment Spurs Outsourcing Demand.....II-32
Recession Compels Strategy Change.....II-32
1$100
   Steady Growth Prospects.....II-33
Regulatory Compliance: Key Driving Factor.....II-33
1$100
   Growing Demand from Emerging Markets.....II-34
Customers Look to Scale Up.....II-34
Technology Augmentation Comes into Vogue.....II-34
Verticalization Trend in FAO.....II-34
Tier-II Providers Look to Expand Share.....II-34
Innovation: A Key Factor.....II-34
1$100
   Year 2010: A Review.....II-35
In a Nutshell.....II-35
Segment Overview.....II-35
1$350
   Table 4: Global F&A BPO Market by Industry (2008-2010): Percentage Share Breakdown of Total Contract Value of Engagements for Telecom, Software & Hi-Tech; Utilities, Energy & Chemicals; Banking, Financial Services/Insurance; Consumer Packaged Goods; Manufacturing; Retail; Transportation & Logistics; and Others (includes corresponding Graph/Chart).....II-36
New Contracts & Renewals: Opportunities for Growth.....II-36
1$100
   ACV Increases for Multi-Process FAO Contracts.....II-37
Changing Industry Dynamics Influence BPO Vendor Selection.....II-37
1$100
   Pricing Models of BPO Vendors.....II-38
Traditional Pricing.....II-38
Value-based Pricing.....II-38
Outcomes-based Pricing.....II-38
Competitive Landscape.....II-38
1$100
   FAO Vendor Landscape.....II-39
Table 5: Leading Players in the Global F&A BPO Market (2010): Percentage Share Breakdown of Revenues for Accenture, IBM, Genpact, ACS, Capgemini, and Others (includes corresponding Graph/Chart).....II-39
2$700
  6. CUSTOMER SERVICES BPO.....II-412 $200  
   A Prelude.....II-41
Opportunities from Growing Web-Based Interactions.....II-41
1$100
   Asia-Pacific: A Favored Destination for Contact Centers.....II-42
Contact Center Outsourcing Services Makes Inroads into New Verticals.....II-42
Service Providers Adopt New Strategies.....II-42
1$100
  7. HR BUSINESS PROCESSES OUTSOURCING.....II-439 $900  
   A High-Profile Segment.....II-43
Future Growth Opportunities.....II-43
1$100
   Snapshots.....II-44
HR Activity in the Recent Past: A Review.....II-44
1$350
   Table 6: Number of HRO Transactions, Worldwide (2003-2008) (includes corresponding Graph/Chart).....II-45
RPO: Opportunities for Growth.....II-45
Multi-Process HRO Market: An Overview.....II-45
1$100
   Competitive Landscape.....II-46
Competitive Landscape in the Global Multi-Process HRO Market.....II-46
1$100
   Noteworthy Trends & Issues.....II-47
Cost Reduction: Finding Favor Again in Difficult Times.....II-47
Recession Ups Adoption of Single Process Deals.....II-47
Companies to Continue to Feeling the Heat of Recession.....II-47
Contract Renewals – On the Rise.....II-47
1$100
   Buyers to Adopt a Tighter Focus.....II-48
Shrinking Deal Sizes.....II-48
Emergence of Mid-Market.....II-48
1$100
   Demand for Newer & Innovative Platforms.....II-49
Trend Towards Process Convergence.....II-49
Transformation to Services TCO.....II-49
‘Transformational-Transfer’ & ‘Component Based’ Models Find Acceptance.....II-49
Focus on Short-term Deals.....II-49
1$100
   Fewer Processes in Multi-process HRO Deals.....II-50
Best-of-the-Breed Concept Gains Strength.....II-50
Multi-Country Presence of Vendors.....II-50
Asia-Pacific: Center of Attraction.....II-50
Talent Acquisition, Effective Alignment of Skills & Processes.....II-50
1$100
   Talent Retention: An Equally Important Task.....II-51
Rising Significance of Analytics.....II-51
HR Portal: The Latest Trend.....II-51
Migration to the Cloud.....II-51
Self-Service: An Option for Mobile Workforce.....II-51
1$100
  8. KNOWLEDGE PROCESS OUTSOURCING.....II-525 $500  
   Knowledge-Intensive Companies Foster Demand for KPO Services.....II-52
KPO Industry Fights the Recession.....II-52
1$100
   Implications of Depreciating Rupee on the KPO Industry.....II-53
India: The Leader in KPO Marketplace.....II-53
BFSI Research and Analytics Services.....II-53
Legal Research and Legal Process Services.....II-53
1$100
   Publishing Services.....II-54
BPO Providers Look to Extend Presence into KPO Sector.....II-54
Shift towards Value Creation – The Only Way Out.....II-54
1$100
   Supplier Glut Imminent.....II-55
KPO Companies Focus on Productivity.....II-55
Future Looks Bright for Analytics Outsourcing Market.....II-55
2$200
  9. PROCUREMENT BPO.....II-576 $600  
   Introduction.....II-571$100
   Key Demand Generators.....II-58
Year 2010: A Review.....II-58
Multi-Process Procurement BPO: An Overview.....II-58
1$100
   Growing Significance of Procurement Function.....II-59
Future Opportunities: An Increasingly Strategic Role for PO.....II-59
1$100
   Clients Look for New Business Models.....II-60
Relevance of Procurement Outsourcing for Large Businesses.....II-60
Challenges Confronting PO Vendors.....II-60
1$100
   Leading Players.....II-61
Market Leaders & Challengers in the Global Procurement Outsourcing Market.....II-61
Player Strategies.....II-61
1$100
   Logistics BPO.....II-621$100
  10. COMPETITIVE LANDSCAPE.....II-631 $100  
   BPO Industry: Competitive Scenario.....II-63
Consolidation Activity Intensifies.....II-63
Leading Players.....II-63
1$100
  11. SERVICE OVERVIEW.....II-6410 $1000  
   Introduction.....II-64
Vertical Vs Horizontal BPO.....II-64
Vertical BPO.....II-64
1$100
   Horizontal BPO.....II-651$100
   Onsite, Offsite and Offshore BPO Models.....II-66
Onsite Business Process Outsourcing.....II-66
Offsite Business Process Outsourcing.....II-66
Offshore Business Process Outsourcing.....II-66
1$100
   BPO Business Models.....II-671$100
   Types of BPO Structures.....II-681$100
   Common Services Offered by BPO Providers.....II-69
Customer Support Services.....II-69
Technical Support Services.....II-69
Employee IT Help-desk Services.....II-69
1$100
   Telemarketing Services.....II-70
Insurance Processing.....II-70
Data Conversion Services.....II-70
Data Entry Services.....II-70
Planning for BPO.....II-70
1$100
   Why Outsource to Third World Countries?.....II-71
The BPO Advantage.....II-71
How is BPO Different from ASP?.....II-71
1$100
   Platform BPO.....II-72
Platform BPO Vs Traditional BPO.....II-72
1$100
   Advantages of Platform BPO.....II-73
Challenges Facing Platform BPO.....II-73
1$100
  12. REVIEW OF SELECT END-USE MARKETS.....II-7414 $1400  
   Manufacturing Sector.....II-74
Telecommunications Industry.....II-74
1$100
   Retail Sector.....II-75
Banking, Insurance & Finance Services.....II-75
1$100
   Bookkeeping.....II-76
Budgeting.....II-76
Credit Card Processing.....II-76
Financial Reporting.....II-76
1$100
   Financial Statements.....II-77
General Ledger Maintenance.....II-77
Bank Reconciliation Statement.....II-77
Financial Analysis.....II-77
1$100
   Preparation of Tax Returns.....II-78
Mortgage Processing Services.....II-78
1$100
   MPO Market: Recession & Beyond.....II-79
Banking Sector.....II-79
Business Case for Outsourcing in Banking Sector.....II-79
1$100
   Insurance.....II-80
A Prelude.....II-80
1$100
   Industry on the Recovery Mode.....II-811$100
   Healthcare Insurance.....II-821$100
   Travel & Transportation Industry.....II-83
Travel Services.....II-83
Airline Industry.....II-83
1$100
   Logistics and Transportation.....II-841$100
   Healthcare Industry.....II-85
Select Outsourced Services.....II-85
Medical Billing Service.....II-85
Medical Claims Filing.....II-85
Medical Coding.....II-85
1$100
   Medical Transcription Outsourcing.....II-86
Life Sciences Outsourcing.....II-86
Complexities in Outsourcing of Healthcare Processes.....II-86
1$100
   A Fragmented Market.....II-87
Leading Players in the Healthcare BPO Market.....II-87
Government BPO.....II-87
Construction.....II-87
1$100
  13. SERVICE/PRODUCT LAUNCHES.....II-884 $400  
   Visionet Launches BPO Services.....II-88
Capgemini Introduces New BPO Supply Chain Administration Services.....II-88
Inspirage to Unveil Oracle-based BPO Service.....II-88
TriZetto Group Expands BPO Services Portfolio.....II-88
1$100
   Broadridge Financial Solutions Unveils New BPO Services.....II-89
Broadridge Financial Solutions Expands BPO Services.....II-89
1$100
   Infosys BPO Introduces Enhanced Sales and Fulfillment Outsourcing Services.....II-90
NewlineNoosh Enhances Noosh.....II-90
SOURCECORP Introduces Revenue Integrity and Risk Assessment Offering.....II-90
TCS to Launch Platform-Based BPO.....II-90
1$100
   KUNNECT Unveils Call Center Solutions.....II-91
ACS Introduces SyncHRO.....II-91
1$100
  14. RECENT INDUSTRY ACTIVITY.....II-9253 $5300  
   IBM Acquires Emptoris to Extend Smarter Commerce Initiative.....II-92
Infosys BPO Acquires Portland Group.....II-92
ADP Acquires SHPS’ Human Resource Solutions Subsidiary.....II-92
1$100
   ADP Acquires Ma Foi Consulting Solutions.....II-93
Serco Acquires Intelenet.....II-93
Randstad Holding Acquires SFN Group.....II-93
1$100
   Capgemini Takes Over VWA’s Order to-Cash Business.....II-94
EXL Takes Over Trumbull Services.....II-94
Genpact Takes Over Headstrong Corporation.....II-94
1$100
   GameCorp to Takeover OC Communications.....II-95
Serco Acquires Excelior.....II-95
Pinnacle Acquires Provade.....II-95
Vertex Group Takes Over Shell Transource.....II-95
1$100
   NCO Group Takes Over Protocol Global Solutions.....II-96
Procontact Merges with Execom.....II-96
ExlService Acquires Outsource Partners International.....II-96
Xchanging to Acquire Two Businesses of Cambridge Solutions.....II-96
1$100
   Smartsalary Takes Over PBI Benefits Solutions.....II-97
Phinma to Take Over BBI and Majority Stake in Fuld.....II-97
Firstsource to Acquire Majority Share in Dialog Business Services.....II-97
Itella Information Takes Over NewSource.....II-97
1$100
   HOV Services and SOURCECORP Complete Merger.....II-98
Allus Global BPO Center Takes Over Contax Participacoes.....II-98
Cambridge Solutions to Divest CISGI Operations.....II-98
1$100
   Mahindra Satyam BPO Renews Contract with NAVTEQ.....II-99
CSC to Extend BPO Services to Asian Regions.....II-99
Tata Power to Extend Rural BPO Center.....II-99
Dialog Axiata to Form Joint Venture with Firstsource Solutions.....II-99
RSA and Accenture Extend Agreement.....II-99
1$100
   HCL Technologies and Cforia Software Enter into Partnership.....II-100
Accenture Extends BPO Agreement with Enbridge Gas Distribution.....II-100
BNP Paribas and Accenture Enter into BPO Deal.....II-100
1$100
   Cognizant, Visma JV Wins Outsourcing Contract from Norway Post.....II-101
Infosys BPO Announces Renewal of Contract with Alcoa GBS.....II-101
McCamish Systems and Pegasystems Enter into Strategic Business Alliance.....II-101
1$100
   McCamish Inks Deal with Phoenix.....II-102
inContact Enters into Partnership with Bayantel.....II-102
Intelenet Establishes BPO Facility in Dubai.....II-102
Apollo Hospitals to Sell Minority Interest in Apollo Health Street.....II-102
Paxys Divests Stake in WNS Philippines.....II-102
1$100
   Wipro Sets Up Rural BPO Centre.....II-103
TCS to Set Up BPO Center in Ahmedabad.....II-103
Consolidated Gulf Commences BPO Services.....II-103
DDD Commences Operations in Kenya.....II-103
1$100
   Accenture Receives Multi-Year Contract from CEVA Logistics.....II-104
Capgemini and CA Technologies Enter into Partnership.....II-104
Morris and NIIT Enter into Strategic Partnership.....II-104
1$100
   Intacct and AcctTwo Extend Partnership.....II-105
MphasiS Enters into Strategic Partnership with Trintech.....II-105
1$100
   Frontline Consulting Services Enters into Agreement with Oracle.....II-106
SPi Global Holdings to Establish New Facilities.....II-106
Sitel to Setup New Call Center in Serbia.....II-106
R R Donnelley Establishes BPO Facility in Colombo.....II-106
1$100
   Hinduja Global to Establish BPO Centres in Latin America and China.....II-107
Blue Cross and Blue Shield of Minnesota and TMG Health Ink Agreement.....II-107
Accenture Bags Three-Year Contract from Enel Energia.....II-107
Marias and Insuresoft Enter into Partnership.....II-107
1$100
   Tech Mahindra Starts BPO Operations in Philippines.....II-108
HEROtsc Sets Up Customer Support Center in Gurgaon.....II-108
Capgemini Opens First BPO Center in Gurgaon.....II-108
Stellar Global to Start Operations in Philippines.....II-108
TeleTech Holdings to Expand Operations.....II-108
1$100
   HCL Signs Three Agreements in Banking, Media and Logistics Domains.....II-109
C3i Opens New Operations Center in China.....II-109
WNS to Establish Two Centers in India.....II-109
Xerox Acquires ExcellerateHRO.....II-109
Aon Merges with Hewitt Associates to Form Aon Hewitt.....II-109
1$100
   Xerox Takes Over TMS Health.....II-110
Xerox Takes Over Spur Information Solutions.....II-110
Accenture Acquires Business Process Outsourcing and Sourcing Services of
  Ariba.....II-110
Tricom India to Take Over GTESS Corporation’s Assets.....II-110
1$100
   Concentrix to Acquire e4e.....II-111
iQor Holdings Acquires RMS.....II-111
Aegis Acquires Actionline.....II-111
Capgemini Brazil Takes Over Sonda Procwork Center.....II-111
1$100
   Sutherland Global Services Takes Over Adventity Global Services.....II-112
Vertex and Shell Transource Enter into Joint Venture.....II-112
Ferrari Financial Services Extends Agreement with Fiserv.....II-112
1$100
   CSC and Sunshine State Insurance Company Renew Service Contract.....II-113
3i Infotech Forms JV with Nigerian Firms to Establish BPO Center.....II-113
1$100
   Aamal Company Inks Partnership Agreement with ECCO Outsourcing.....II-114
Accenture and Statoil Ink Contract.....II-114
Bharti Zain Grants BPO Contract to Spanco, IBM and Tech Mahindra.....II-114
Oracle Collaborates with ITC Infotech.....II-114
1$100
   Mahindra Satyam BPO and Direct Channel Holdings Enter into Partnership.....II-115
Capgemini Signs Supply Chain BPO Agreement with Nokia Siemens Networks.....II-115
Microsoft Inks Partnership Deal with arvato.....II-115
1$100
   EPIC Connections Enters into Partnership with inContact.....II-116
Genpact Inks Partnership with MajescoMastek.....II-116
Datamatics Partners with JSW to Setup Rural BPO.....II-116
Swiss Re Signs Extension of BPO Contract with CSC.....II-116
1$100
   Tata Consultancy Services Establishes BPO Facility in Philippines.....II-117
Patni Computer Systems Establishes New Delivery Center.....II-117
MphasiS Establishes BPO Center in Raipur.....II-117
Accentor and KF Shared Services Ink BPO Agreement.....II-117
1$100
   Dubai World Trade Centre Signs Long-Term BPO Agreement with IBM.....II-118
Barclaycard and Firstsource Solutions Sign Partnership Agreement.....II-118
Intelenet in Strategic Partnership with Barclays.....II-118
Intelenet Bags Call Center Outsourcing Deal for UID Project.....II-118
1$100
   TriZetto Takes Over Tela Sourcing.....II-119
Xerox Acquires ACS.....II-119
Aditya Birla Minacs Takes Over Compass BPO.....II-119
TriNet Group Takes Over Gevity.....II-119
NorthgateArinso Acquires HR Management Unit of Convergys.....II-119
1$100
   Dibon BPO Takes Over ARO Inc......II-120
Sykes Enterprises Acquires ICT Group.....II-120
Genpact to Take Over Intelenet Global Services.....II-120
Fusion BPO Merges with Centennial Marketing Group.....II-120
1$100
   VWA Merges with Aon.....II-121
Apax Acquires Major Stake in Tivit.....II-121
Ingenix to Take Over CareMedic Services.....II-121
NTT to Buy Majority Stake in Emerio GlobeSoft.....II-121
1$100
   Aegis to Acquire Customer Service Centre from Sallie Mae.....II-122
Avantha Group Acquires Pyramid Healthcare Solutions.....II-122
ICICI Bank to Reduce Interest in Firstsource.....II-122
AL Tamimi Enters into Joint Venture with Intelligroup.....II-122
HCL BPO Forges Partnership with Talisma Corp.....II-122
1$100
   WNS Renews Agreement with Sabre Holdings.....II-123
TechTeam Inks Agreement with Stefanini.....II-123
DataCede Signs Agreement with MFX.....II-123
1$100
   Bristlecone Signs Agreement with SAP.....II-124
CMS Cameron McKenna Inks Outsourcing Agreement with Integreon.....II-124
1$100
   Carter’s Inks Web Commerce Services Agreement with PFSweb.....II-125
UTV Inks Agreement with IBM.....II-125
Aditro to Provide Outsourcing Services to Maersk.....II-125
TechTeam Global Signs Contract with Orange Business Services.....II-125
1$100
   TCS Bags BPO and IT Contract from PADA.....II-126
Mahindra Satyam Renews Contract with Glaxo SmithKline.....II-126
Integreon Bags Contract from CMS Cameron McKenna.....II-126
Genpact Inks Contract with Hikari Tsushin.....II-126
BancTec and BMO Capital Markets Sign BPO Contract.....II-126
1$100
   Capgemini Extends BPO Contract with Syngenta.....II-127
Hindustan Unilever Divests Remaining Share in Capgemini.....II-127
State Auto Mutual Insurance Chooses BancTec.....II-127
1$100
   Reliance World Inks Agreement with Aryans.....II-128
Infosys BPO Partners with CIMA for Training Programs.....II-128
WNS Implements Oracle E-Business Suite for Minerals Technologies.....II-128
Aegis' BPO Signs Contract with Vodafone Essar.....II-128
Energizer Philippines to Establish BPO Facility.....II-128
1$100
   Essar Group to Set Up Technology Parks in India.....II-129
Wipro Establishes New Facility in Melbourne.....II-129
Patni Computer Systems Establishes New BPO Center in Texas.....II-129
EXL to Establish BPO Facilities at Jaipur and Noida.....II-129
Infosys Establishes Rural BPO Unit in Andhra Pradesh.....II-129
1$100
   Intelenet Establishes New Facility in Poland.....II-130
NBAD Private Bank Deploys B-Source Master.....II-130
Infosys Technologies to Establish BPO Center in Hyderabad.....II-130
Infosys BPO to Start Centers in Europe.....II-130
RuralShores Business Services to Establish BPO Centers.....II-130
1$100
   Xchanging to Establish BPO Center in Solan.....II-131
Genpact to Establish Business Process Outsourcing Centers in Small Cities of
  India.....II-131
Hinduja Unveils New Global Delivery Center in India.....II-131
ABM to Expand Operations in Europe.....II-131
Dell Services Acquires Perot Systems.....II-131
1$100
   EXL Acquires AmEx’s Travel Services Captive.....II-132
PLDT Takes Over LMS.....II-132
Infosys BPO Acquires McCamish Systems.....II-132
Aegis Takes Over CCN Group.....II-132
1$100
   HDFC Takes Over Stake in Rural BPO.....II-133
ACS to Take Over Anix.....II-133
Sequoia Acquires Stake in Eclerx.....II-133
Essar Announces EITH Merger with Aegis.....II-133
Ayala Corp. Acquires On-Site Sourcing.....II-133
EXL Takes Over BPO Unit of Schneider Logistics.....II-133
1$100
   Fortify Takes Over UCA Services.....II-134
H.I.G. Capital and Reprise Management Group Acquire NARS.....II-134
Aegis BPO Acquires UCMS Group.....II-134
Aegis Acquires Majority Stake in Ismart Timex.....II-134
1$100
   Stream Global Services Merges with EGS.....II-135
Spice Televenture and Spanco Establish BPO JV.....II-135
Trianz in Joint Venture Agreement with Vee Technologies.....II-135
Ocwen Financial to Spin Off Shoot Ocwen Solutions.....II-135
1$100
   ACS to Snap Up e-Services Group International.....II-136
JD Group Increases Stake in Blake Contact Center.....II-136
Lovelace Health Inks BPO Agreement with TriZetto.....II-136
1$100
   RSA Extends BPO Agreement with Accenture.....II-137
Haishi Invests in Join Innovation Technology.....II-137
Essar Group to Invest in J&K.....II-137
CDC Global Services to Expand BPO Operations.....II-137
Achievo to Provide BPO Services in Japan.....II-137
PRWT and Epitome to Provide Technology Enhanced BPO.....II-137
1$100
   Lam Research Renews Outsourcing Agreement with IBM.....II-138
Wipro Collaborates with Oracle.....II-138
WNS Inks Partnership Deal with Trintech Group.....II-138
CSC in New Deal with Wilton Re.....II-138
1$100
   Accenture to Support Global Operations of Banco Santander.....II-139
Kraft Foods Signs BPO Agreement with IBM.....II-139
Samsung Signs Deal with InnerWorkings.....II-139
ATCO I-Tek Signs Agreement with Wipro.....II-139
Bantec Inks BPO Agreement with Exelon.....II-139
RDA Inks Agreement with Arvato Print Management GmbH.....II-139
1$100
   Infosys BPO to Partner with Rural BPO Operators.....II-140
Friends Provident Inks Contract with Wipro.....II-140
Sitel to Provide BPO Services to Global Travel Management Company.....II-140
Ceridian to Combine Multinational Business and HR Outsourcing Teams.....II-140
Unitech Wireless BPO Contract to Genpact.....II-140
Accenture Renews Outsourcing Contract with RSA.....II-140
1$100
   I-T Department Awards BPO Contract to Infosys.....II-141
Scandinavian Airlines Awards Seven-Year Contract to Accenture.....II-141
Idea Cellular Awards BPO Contract to Aditya Birla Minacs.....II-141
Firstsource Signs Five-Year Agreement with Idea.....II-141
1$100
   Citigroup Awards BPO Contracts to Wipro.....II-142
Tech Mahindra Bags Etisalat's BPO Contract.....II-142
AmEx to Sell Portion of BPO Units.....II-142
Inktel Direct Establishes Inktel Direct Government BPO Services.....II-142
Perot Systems to Set Up More Facilities.....II-142
Tesco to Expand its Bangalore Facility.....II-142
1$100
   Hinduja Global to Open New Delivery Centres in India.....II-143
TCS Opens New Global Delivery Centre in Argentina.....II-143
Tech Mahindra Sets Up Center of Excellence in UK.....II-143
IGT Establishes Outsourcing Unit in Manila.....II-143
Motif Sets Up Delivery Center in Costa Rica.....II-143
FSL to Enter into BPO Market.....II-143
Cognizant Expands Phoenix Operations.....II-143
1$100
   Tech Mahindra Opens New BPO Unit in Chandigarh.....II-144
Amtex to Expand BPO Facility in India.....II-144
1$100
  15. CORPORATE ACTIVITY IN THE RECENT PAST – A PERSPECTIVE BUILDER.....II-14560 $6000  
   Xchanging to Take Over Cambridge Solutions.....II-145
Transcosmos Merges with Logicall.....II-145
REcap to Purchase HOV Services.....II-145
TCS Takes Over CGSL.....II-145
KKR Takes Over Northgate.....II-145
1$100
   arvato Takes Over Qualytel Teleservices.....II-146
HCL to Acquire CPS.....II-146
Aegis Acquires Offshore Business of PeopleSupport.....II-146
PriceWaterhouseCoopers India Takes Over ECS.....II-146
1$100
   Nomura Inks Acquisition Deal with Lehman Brothers.....II-147
NCO Takes Over Outsourcing Solutions.....II-147
Vista Acquires Cyborg from Hewitt.....II-147
Idhasoft Takes Over Enterpulse.....II-147
Foresters to Take Over BPO Unit of Unity Life.....II-147
1$100
   BPO Management Services Merges with Healthaxis.....II-148
BankAm Plans Merger of Continuum Solutions with CIS.....II-148
Serco Enters Indian BPO Sector.....II-148
Omega to Expand India Operations.....II-148
HTMT Global Solutions to Expand BPO Operations.....II-148
H.I.G. Capital Divests Stream Holdings.....II-148
1$100
   Omidyar and UEF Invest for Comat Expansion.....II-149
Zensar Enters into Agreement with Kotak.....II-149
Quadrem Inks BPO Deal with SAP.....II-149
SAP Invests INR10 Crore in Newgen.....II-149
Hero MindMine Inks Agreement with BPO Certification Institute.....II-149
1$100
   NetSol Enters into Agreement with AJK Group.....II-150
Medi-CareFirst Extends BPO Deal with CGI.....II-150
Bharti Airtel Announces Restructuring of BPO Agreements.....II-150
Wipro BPO to Offer Shared Services to AmBev.....II-150
1$100
   TRG Merges with Callworx.....II-151
BancTec Acquires DocuData Solutions.....II-151
Genpact Acquires Majority Stake in Citigroup.....II-151
Aegis BPO Takes Over AOL Call Center.....II-151
1$100
   NCO Group Completes Acquisition of Outsourcing Solutions.....II-152
IPVG to Acquire Majority Stake in Influent.....II-152
Intelenet Takes Over Mauritian Company.....II-152
SYNNEX Acquires New Age Electronics.....II-152
IA Global to Take Over Shift Resources.....II-152
1$100
   Tricom Takes Over Apex Document Solutions.....II-153
IA Global to Take Over Asia Premier.....II-153
Accenture Acquires Gestalt.....II-153
1$100
   Affiliated Computer Services to Take Over CompIQ.....II-154
Affiliated Computer Services Takes Over Communications Development.....II-154
Accenture Inks Agreement to Take Over AddVal Technology.....II-154
1$100
   Global BPO Signs Agreement for Acquisition of Stream Holdings.....II-155
HP Takes Over EDS.....II-155
TechTeam Global Completes the Acquisition of Onvaio.....II-155
1$100
   Genpact and EXL to Acquire Majority Stake in Infovision.....II-156
WNS Acquires Aviva BPO.....II-156
Hewitt Announces Acquisition of LCG.....II-156
1$100
   Vista Equity Announces Acquisition of Cyborg.....II-157
Cbay Acquires Majority Stake in MedQuist.....II-157
Healthcare Investment to Acquire Stake in Apollo Health Street.....II-157
Infosys Plans to Acquire Aptara.....II-157
1$100
   Intelenet Obtains Approval from SEBI to Acquire Remaining Stake in Sparsh.....II-158
Tivit Completes Acquisition of Open Concept.....II-158
3iI Completes Acquisition of LFMS Majority Stake.....II-158
WNS Takes Over Call 24/7.....II-158
1$100
   Nalanda Capital Takes Over 5.25% Stake in WNS.....II-159
DPWN to Acquire Williams Lea.....II-159
IPVG to Acquire Medium-Sized BPO Companies in Asia.....II-159
1$100
   Adventity Forms Joint Venture with Noor for Outsourcing Services.....II-160
WNS and Advanced Contact Solutions Establish a Joint Venture Company.....II-160
Genpact Inks Agreement with Ceridian.....II-160
1$100
   South West Water and Accenture Enter into Outsourcing Agreement.....II-161
Eisai Inks Outsourcing Agreement with Accenture.....II-161
BSNL Inks Contract with Convergys.....II-161
1$100
   BancTec Enters into Agreement with Large Insurance Provider.....II-162
Accenture Enters into BPO Services Agreement with CNA Financial.....II-162
1$100
   CGI Enters into Ten-Year Contract with Magnolia Company.....II-163
ACS Renews Contract with Weld County.....II-163
Baltimore Gas Selects Accenture to Rollout Smart Energy Savers Program.....II-163
The US Department of VA Selects EDS to Support Combat Veteran Call Center.....II-163
1$100
   Scripps Selects ADP for Providing BPO Services.....II-164
TCS Bags Multi-Year IT Outsourcing Contract.....II-164
TCS Subsidiary Receives Contract for BPO Services from Sun Life Financial.....II-164
TeleTech Inks Multiyear Service Contract with JNET.....II-164
1$100
   TeleTech Enters into an Agreement with Global 100 Communications.....II-165
StarTek Renews Agreement with a Communication Company.....II-165
BPOMS Secure Contracts for ECM Outsourcing Solution.....II-165
1$100
   HP Bags a Long-Term Contract from Tribune Publishing.....II-166
Capgemini Bags Major Outsourcing Contract from Unilever.....II-166
1$100
   ACS Receives a Supply Contract from CAQH.....II-1671$100
   ADP to provide HR BPO Services to Sodexo.....II-168
Convergys Enters into Agreement with a Financial Services Company.....II-168
Convergys Enters into Contract with Avaya.....II-168
CSC Wins Contract from Zurich Financial Services.....II-168
1$100
   CSC Signs BPO Contract with Wilton Re.....II-169
CSC Enters into Contract with GSA.....II-169
1$100
   CSC Bags Contract from Eaton.....II-170
Cambridge Bags the Australian State Government-run Project.....II-170
TPI Facilitates US$1.5 Billion Transaction Between Capita and Prudential UK.....II-170
TCS Renews Contract with Virgin Atlantic.....II-170
1$100
   Spherion and United Airlines Renew Contract for Recruitment Outsourcing.....II-171
Harvard Pilgrim Extends Agreement with Perot Systems.....II-171
DST Health and Independence Blue Cross Extend BPO Agreement.....II-171
1$100
   CGI Extends Contract with Océ North America.....II-172
Stellar Renews BPO Contract with Simply Energy.....II-172
PricewaterhouseCoopers Signs BPO Deal with Logica.....II-172
1$100
   Nineteen Hours IT to Expand BPO Operations in India.....II-173
Spherion to Expand RPO Operations.....II-173
ExlService Holding to Invest in Indian Operations.....II-173
Genpact to Extend APO Business to Australia.....II-173
SBPO to Expand GramIT, the Rural Back Office Vehicle.....II-173
1$100
   iGATE Sets Up Facility in Mexico.....II-174
Tier Technologies Divests Government BPO Division.....II-174
eTelecare to Open New Delivery center for BPO Services in Jacksonville.....II-174
Infosys Sets up Mexican Subsidiary.....II-174
1$100
   Wipro Establishes New BPO Center.....II-175
Cipher Dynamics Commences its Business Activity in India.....II-175
OPI Sets Up Service Center in Delhi.....II-175
Sundaram Finance BPO Unit Establishes New Facility in Madurai.....II-175
Tata to Set-up Rural BPO Unit in Orissa.....II-175
1$100
   Bihar Establishes Rural BPO for Locals.....II-176
HDFC Bank All Set to Establish a BPO Unit in Tirupati.....II-176
Sutherland to Establish New Global Campus in Chennai.....II-176
Wipro’s BPO Unit Establishes Offices in China.....II-176
Perot Systems to Establish Infrastructure, IT services and BPO Division in
  Coimbatore.....II-176
Accenture Announces its Procurement BPO.....II-176
1$100
   Wipro Inaugurates a Global Service Management Center in Malaysia.....II-177
Tata Chem Division Initiates a BPO Project.....II-177
Tech Mahindra Plans to Diversify Customer Base.....II-177
MphasiS Plans to Tap New Opportunities in India.....II-177
Bacnotan Plans Investments in BPO.....II-177
1$100
   Stellar Forays into UK Business Process Outsourcing Market.....II-178
Omega Healthcare Plans to Tap Opportunities in Patient Hospital Coding.....II-178
Enlightened Announces its BPO Operations in Louisiana.....II-178
Vertex Shifts Key Functions to Gurgaon.....II-178
1$100
   Spanco Plans Demerger of BPO Business.....II-179
Genpact Ready to Enter Domestic BPO Market.....II-179
ClientLogic Merges with SITEL.....II-179
CGI Announces Merger of its Insurance Divisions.....II-179
Accentia Acquires Three Healthcare BPOs in the US.....II-179
1$100
   Usha-Martin Acquires Converso.....II-180
Ebix Announces Acquisition of JenQuest and Subsidiary,IDS.....II-180
Apollo Acquires BPO Company- Zavata.....II-180
1$100
   Fuji Xerox Australia Takes Over KAZ's BPO Division.....II-181
Integreon Takes Over CBF.....II-181
Essar Takes Over Global Vantedge.....II-181
1$100
   TMF Takes Over Ernst & Young BPO Business.....II-182
Aegis to Take Over Teletech.....II-182
Satyam Takes Over Stake in BPO firm Nipuna.....II-182
Hero Group Acquires Dalglen.....II-182
Gallagher Acquires Cedar Hill.....II-182
Allsec Takes Over Kingdom Builders.....II-182
HOV Services to Acquire BPO Center.....II-182
1$100
   Integreon to Take Over BPO Firm in the US.....II-183
Firstsource Solutions Completes BPM Acquisition.....II-183
Cognizant Technology Takes Over marketRx.....II-183
BPO Management Services Completes Blue Hill Data Services Acquisition.....II-183
Firstsource Solutions Takes Over MedAssist Holding.....II-183
1$100
   Mirrus Systems Acquires AMSplus.....II-184
Quatrro BPO Solutions Acquires Certain Assets of Preferred Financial Group.....II-184
Spinnaker Management Group Completes Prosero Acquisition.....II-184
Indecomm Global Completes Acquisition of US Recordings.....II-184
Bhilwara Scribe Takes Over Benson Transcription Technologies.....II-184
Genpact Completes Acquisition of Axis Risk Consulting.....II-184
1$100
   Advent International Completes Acquisition of Lloyds.....II-185
The Sun Group Plans to Acquire Stake in Firstsource Solutions.....II-185
Deloitte Consulting Completes Stake Acquisition of Mastek.....II-185
SunGard Capital Completes Acquisition of Aceva Technologies.....II-185
1$100
   Equifax Completes Acquisition of TALX.....II-186
Private Equity Firms Consortium Acquires Vertex Data.....II-186
Ayala’s Subsidiary Completes Acquisition of Affinity Express.....II-186
NetFabric Holdings to Take Over Help Desk NOW.....II-186
Tela Sourcing Takes Over HealthASPex Business Assets.....II-186
1$100
   Spherion to Acquire Technisource.....II-187
Gevity Announces Acquisition of HRAmerica.....II-187
1$100
   ACS Announces Acquisition of Albion.....II-188
THL Partners and FNF Acquires Ceridian.....II-188
Convergys Acquires AOL Contact Center.....II-188
RPG Acquires Stake in Zensar.....II-188
Fujitsu Plans to Acquire Intelenet.....II-188
1$100
   Keane Enters into a JV with ZC Sterling to Introduce BestShoresSM.....II-189
Zensar Forms IT and BPO Joint Venture with EZA.....II-189
1$100
   Adaptis Inks Partnership with Kaye-Smith.....II-190
Adaptis Signs BPO Alliance with Clear Choice Health Plan.....II-190
Quistor Collaborates with Oracle to Launch e-Learning BPO Platform.....II-190
1$100
   Effort BPO Collaborates with Asia Star Info to Establish BPO Centers in China.....II-191
Accenture Signs Outsourcing Agreement with AIG.....II-191
Accenture and Microsoft Enter into an Outsourcing Agreement.....II-191
Accenture and BT Enter into an Outsourcing Agreement.....II-191
1$100
   Washington Gas Signs Agreement with Accenture.....II-192
Accenture and United Utilities Enter Outsourcing Agreement.....II-192
Tetra Pak Signs BPO Agreement with Capgemini.....II-192
1$100
   Capgemini Inks 5-Year BPO Contract with NXP.....II-193
Convergys Inks Contract with Johnson & Johnson.....II-193
Convergys and Fifth Third Bancorp Renews Contract.....II-193
1$100
   Convergys and Rosetta Stone Sign Contract.....II-194
CGI Renews Agreement with The Commerce Group.....II-194
ACS Renews Contract with PERSI.....II-194
1$100
   ACS Inks Deal with Safety-Kleen.....II-195
Infosys Secures Contract from Philips.....II-195
1$100
   CSC Enters into a BPO Contract with UKvisas.....II-196
CSC Secures a Contract from DHS to Develop IDDMP for USCIS.....II-196
CSC Wins BPO Contract from Universal for Providing Banking Services.....II-196
1$100
   CSC Wins BPO Services Contract from Chubb.....II-197
CSC Obtains an Eagle Task Order from USCIS.....II-197
1$100
   Hewitt Contracts with Rogers.....II-198
Intelligroup Contracts with eXpertivity.....II-198
TCS Contracts with Hawaiian Airlines.....II-198
1$100
   EDS Inks Agreement with Telekomunikacja.....II-199
TCS Enters into an Agreement with Pichincha.....II-199
1$100
   Computer Sciences Enters Multi-Year BPO Agreement with Northstar.....II-200
Convergys to Provide Marketing Research for a Global Financial Firm.....II-200
1$100
   Convergys Enters into Agreement with Telecom Egypt.....II-201
Convergys Enters into Contract with Starbucks.....II-201
Wipro Infocrossing Bags Outsourcing Deal from Missouri Health Net Division.....II-201
CSC Expands Contract with John Hancock.....II-201
1$100
   Rabobank Extends BPO Contract with Unisys.....II-202
CSC Extends Outsourcing Contract with Swiss Re.....II-202
Sitel Plans Further Expansion in India.....II-202
1$100
   TeleTech Establishes New BPO Facility in South Africa.....II-203
MphasiS Inaugurates Exclusive BPO Center for Idea Cellular.....II-203
Infosys Extends BPO and IT Center in Czech Republic.....II-203
Barclays Divests Stake in Indian BPO.....II-203
1$100
   Jay Shree Tea Plans to Sell its BPO Unit.....II-204
Ninestars Begins BPO Business.....II-204
Spanco Invests in Indian BPO Segment.....II-204
FirstSource Receives Authorization from Financial Services Authority of UK.....II-204
1$100
  16. FOCUS ON SELECT GLOBAL PLAYERS.....II-20513 $1300  
   Accenture Plc (Ireland).....II-205
Automatic Data Processing, Inc. (US).....II-205
1$100
   Xerox Corporation (USA).....II-206
Aon Hewitt (USA).....II-206
1$100
   Capgemini (France).....II-207
Capita Plc (UK).....II-207
1$100
   Ceridian Corporation (USA).....II-208
CGI Group, Inc. (Canada).....II-208
Cognizant Technology Solutions Corporation (US).....II-208
1$100
   Computer Sciences Corporation (USA).....II-209
Dell Services (USA).....II-209
1$100
   EXLService Holding, Inc. (US).....II-210
Genpact Limited (India).....II-210
1$100
   HP Enterprise Services (USA).....II-211
Infosys BPO Ltd. (India).....II-211
Intelligroup, Inc. (USA).....II-211
1$100
   International Business Machines Corporation (US).....II-212
KARVY Global Services Limited (India).....II-212
Keane, Inc. (USA).....II-212
NorthgateArinso (UK).....II-212
1$100
   Procurian, Inc. (USA).....II-213
Randstad Holding n.v. (Netherlands).....II-213
1$100
   Serco Group, Plc (UK).....II-214
Intelenet Global Services Pvt. Ltd. (India).....II-214
1$100
   StarTek, Inc. (USA).....II-215
Steria (France).....II-215
Syntel, Inc. (US).....II-215
1$100
   Tata Consultancy Services Limited (India).....II-216
TriNet Group, Inc. (USA).....II-216
Wipro Limited (India).....II-216
1$100
   WNS (Holdings) Limited (India).....II-2171$100
  17. GLOBAL MARKET PERSPECTIVE.....II-21833 $11550  
   Table 7: World Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....II-2181$350
   Table 8: World Historic Review for Business Process Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....II-2191$350
   Table 9: World 15-Year Perspective for Business Process Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....II-2201$100
   By Horizontal Segment.....II-221
Table 10: World Recent Past, Current and Future Analysis for Finance & Accounting Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....II-221
1$350
   Table 11: World Historic Review for Finance & Accounting Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....II-2221$350
   Table 12: World 15-Year Perspective for Finance & Accounting Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....II-2231$350
   Table 13: World Recent Past, Current and Future Analysis for Customer Services Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....II-2241$350
   Table 14: World Historic Review for Customer Services Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....II-2251$350
   Table 15: World 15-Year Perspective for Customer Services Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....II-2261$350
   Table 16: World Recent Past, Current and Future Analysis for HR Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018(includes corresponding Graph/Chart).....II-2271$350
   Table 17: World Historic Review for HR Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....II-2281$350
   Table 18: World 15-Year Perspective for HR Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018(includes corresponding Graph/Chart).....II-2291$350
   Table 19: World Recent Past, Current and Future Analysis for KPO by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....II-2301$350
   Table 20: World Historic Review for KPO by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....II-2311$350
   Table 21: World 15-Year Perspective for KPO by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....II-2321$350
   Table 22: World Recent Past, Current and Future Analysis for Procurement Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....II-2331$350
   Table 23: World Historic Review for Procurement Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....II-2341$350
   Table 24: World 15-Year Perspective for Procurement Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....II-2351$100
   By End-Use Segment.....II-236
Table 25: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Manufacturing Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....II-236
1$350
   Table 26: World Historic Review for Business Process Outsourcing in Manufacturing Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....II-2371$350
   Table 27: World 15-Year Perspective Business Process Outsourcing in Manufacturing Industry by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....II-2381$350
   Table 28: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....II-2391$350
   Table 29: World Historic Review for Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....II-2401$350
   Table 30: World 15-Year Perspective Business Process Outsourcing in Telecommunications & Technology Industry by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....II-2411$350
   Table 31: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....II-2421$350
   Table 32: World Historic Review for Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....II-2431$350
   Table 33: World 15-Year Perspective Business Process Outsourcing in Banking, Insurance & Finance Services Industry by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....II-2441$350
   Table 34: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Retail Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....II-2451$350
   Table 35: World Historic Review for Business Process Outsourcing in Retail Industry by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....II-2461$350
   Table 36: World 15-Year Perspective Business Process Outsourcing in Retail Industry by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....II-2471$350
   Table 37: World Recent Past, Current and Future Analysis for Business Process Outsourcing in Other* End-Use Sectors by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....II-2481$350
   Table 38: World Historic Review for Business Process Outsourcing in Other* End-Use Sectors by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....II-2491$350
   Table 39: World 15-Year Perspective Business Process Outsourcing in Other* End-Use Sectors by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....II-2501$350
III. MARKET181$2350
  1. THE UNITED STATES.....III-141 $3075  
   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
1$75
   Procurement BPO Market.....III-5
Bank Outsourcing Market.....III-5
Residential Mortgage Outsourcing Market.....III-5
1$75
   Healthcare BPO Market.....III-61$75
   Effect of Outsourcing on Medicaid.....III-7
Service/Product Launches.....III-7
2$150
   Strategic Corporate Developments.....III-918$1350
   Key Players.....III-279$675
   B. Market Analytics.....III-36
Table 40: US Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-36
1$200
   Table 41: US Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-371$200
   Table 42: US 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-381$200
   Table 43: US Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-391$200
   Table 44: US Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-401$200
   Table 45: US 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-411$75
  2. CANADA.....III-428 $600  
   A. Market Analysis.....III-42
Outlook.....III-42
HR Outsourcing: On an Upswing.....III-42
Strategic Corporate Developments.....III-42
2$150
   B. Market Analytics.....III-44
Table 46: Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-44
1$200
   Table 47: Canadian Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-451$200
   Table 48: Canadian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-461$200
   Table 49: Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-471$200
   Table 50: Canadian Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-481$200
   Table 51: Canadian 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-491$75
  3. EUROPE.....III-5011 $825  
   A. Market Analysis.....III-50
Outlook.....III-50
Market Snapshots.....III-50
Western Europe BPO Market.....III-50
1$75
   Continental Europe Warms Up to BPO.....III-511$75
   B. Market Analytics.....III-52
Table 52: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region – France, Germany, Italy, UK and Rest of Europe Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-52
1$200
   Table 53: European Historic Review for Business Process Outsourcing by Geographic Region – France, Germany, Italy, UK and Rest of Europe Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-531$200
   Table 54: European 15-Year Perspective for Business Process Outsourcing by Geographic Region – Percentage Breakdown of Revenues for France, Germany, Italy, UK and Rest of Europe for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-541$200
   Table 55: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-551$200
   Table 56: European Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-561$200
   Table 57: European 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-571$200
   Table 58: European Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-581$200
   Table 59: European Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-591$200
   Table 60: European 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-601$75
  3a. FRANCE.....III-618 $600  
   A. Market Analysis.....III-61
Outlook.....III-61
Strategic Corporate Developments.....III-61
1$75
   Key Players.....III-621$75
   B. Market Analytics.....III-63
Table 61: French Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-63
1$200
   Table 62: French Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-641$200
   Table 63: French 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-651$200
   Table 64: French Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-661$200
   Table 65: French Historic Review for Business Process Outsourcing by End-Use Segment– Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-671$200
   Table 66: French 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2003, 2010 and 2017 (includes corresponding Graph/Chart).....III-681$75
  3b. GERMANY.....III-699 $675  
   A. Market Analysis.....III-69
Outlook.....III-69
A Leading European BPO Market.....III-69
1$200
   Table 67: German BPO Market by Segment (2009): Percentage Share Breakdown of Revenues for Front Office, Middle Office, and Back Office (includes corresponding Graph/Chart).....III-70
Strategic Corporate Developments.....III-70
2$150
   B. Market Analytics.....III-72
Table 68: German Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2009 through 2017 (includes corresponding Graph/Chart).....III-72
1$200
   Table 69: German Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-731$200
   Table 70: German 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-741$200
   Table 71: German Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-751$200
   Table 72: German Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-761$200
   Table 73: German 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-771$75
  3c. ITALY.....III-787 $525  
   A. Market Analysis.....III-78
Outlook.....III-78
Financial Services Outsourcing in Italy: An Overview.....III-78
Strategic Corporate Developments.....III-78
1$75
   B. Market Analytics.....III-79
Table 74: Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-79
1$200
   Table 75: Italian Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-801$200
   Table 76: Italian 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-811$200
   Table 77: Italian Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-821$200
   Table 78: Italian Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-831$200
   Table 79: Italian 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-841$75
  3d. THE UNITED KINGDOM.....III-8513 $975  
   A. Market Analysis.....III-85
Outlook.....III-85
A Quick Primer.....III-85
Table 80: UK BPO Market (2010): Percentage Share Breakdown of Revenues for Private Sector and Public Sector (includes corresponding Graph/Chart).....III-85
1$200
   Recession & the BPO Industry.....III-86
UK Outsourcing Companies Move Overseas.....III-86
Government Institutions to Drive BPO Market.....III-86
1$75
   Competitive Landscape.....III-87
Table 81: Leading Players in UK BPO Services Market (2011): Percentage Share Breakdown of Revenues for Capita, Accenture, Xerox/ACS, HP Enterprise Services, Xchanging, and Others (includes corresponding Graph/Chart).....III-87
Strategic Corporate Developments.....III-87
3$600
   Key Players.....III-902$150
   B. Market Analytics.....III-92
Table 82: UK Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-92
1$200
   Table 83: UK Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-931$200
   Table 84: UK 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-941$200
   Table 85: UK Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2009 through 2017 (includes corresponding Graph/Chart).....III-951$200
   Table 86: UK Historic Review for Business Process Outsourcing by End-Use Segment– Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-961$200
   Table 87: UK 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-971$75
  3e. REST OF EUROPE.....III-9813 $975  
   A. Market Analysis.....III-98
Outlook.....III-98
Eastern and Central Europe.....III-98
Czech Republic.....III-98
Call Centers.....III-98
1$75
   Shared Service Centers.....III-99
Russia.....III-99
Poland.....III-99
1$75
   Strategic Corporate Developments.....III-1003$225
   Key Players.....III-1032$150
   B. Market Analytics.....III-105
Table 88: Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-105
1$200
   Table 89: Rest of Europe Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenues in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-1061$200
   Table 90: Rest of Europe 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-1071$200
   Table 91: Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-1081$200
   Table 92: Rest of Europe Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-1091$200
   Table 93: Rest of Europe 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2003, 2010 and 2017 (includes corresponding Graph/Chart).....III-1101$75
  4. ASIA-PACIFIC.....III-11154 $4050  
   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
India – A Key Global Destination for Outsourcing.....III-112
1$75
   Recession Slows Down Growth.....III-113
On the Road to Recovery.....III-113
1$75
   Depreciating Rupee: Boon or Bane?.....III-114
The Changing Role of Indian BPOs.....III-114
1$75
   Role of Captive BPOs.....III-115
Financial Services Market – A Vital BPO Vertical.....III-115
1$75
   Human Resource Outsourcing in India.....III-116
Exports Dominate India’s BPO Revenues.....III-116
1$200
   Table 94: Indian BPO Market (FY2008-FY2010): Percentage Share Breakdown of Revenues for Domestic BPO and Exports (includes corresponding Graph/Chart).....III-117
Export Market Continues to Offer Growth Prospects.....III-117
Domestic BPO Market Offers Growth Potential.....III-117
1$75
   Rural BPO Concept Strengthens.....III-1181$75
   SMEs: Potential for Growth.....III-119
Focus Shifts to Smaller Towns and Cities.....III-119
Tier-II and Tier III Cities to Gain Prominence.....III-119
New Destinations Look to Dent India’s Share.....III-119
1$75
   KPO Industry Gains Efficiency.....III-120
Recession, Attrition, Currency Appreciation Affect Growth.....III-120
1$75
   Emerging Competition Fails to Affect India’s Dominance.....III-121
India Vis-à-vis Other Global Destinations in KPO Market.....III-121
1$200
   Table 95: Attractiveness of Various Offshore Destinations in the Global KPO Market.....III-122
Global KPO Market by Segment – India Vs Other Offshore Destinations.....III-122
Recession Fuels Growth in Few KPO Segments.....III-122
Segment Analysis.....III-122
1$200
   Table 96: Indian KPO Market (2011): Percentage Share Breakdown of Revenues by Service Segment - Data Management, Search and Analytics; Contract Research and Biotech; Engineering Design; Remote Education and Publishing; Animation and Gaming Services; Banking, Securities and Insurance Research; and Others (includes corresponding Graph/Chart).....III-123
Vendors Look to Strengthen Presence in KPO.....III-123
1$75
   Analytics Outsourcing Providers Move towards Sophisticated Segments.....III-124
Valuation Advisory/Services: A New Area of Opportunity for Indian KPOs.....III-124
Outsourcing & the Real Estate Industry.....III-124
1$75
   Major Challenges Confronting India’s BPO Industry.....III-125
Attrition – The Bane of Indian BPO Sector.....III-125
Lack of Employability: A Cause of Concern.....III-125
1$75
   Rising Salaries Affect India’s Edge as a Cost Competitive Destination.....III-126
Talent Shortage Drives BPOs towards Global Delivery Model.....III-126
BPO Vendor Landscape in India.....III-126
1$200
   Table 97: India-Centric BPO Providers as % of Top 20 Providers (2008) (includes corresponding Graph/Chart).....III-1271$75
   India Centric BPO Providers – Breakdown by Vertical Industry.....III-128
India-Centric BPO Providers: Breakdown by Product/Service Offerings.....III-128
1$75
   BPO Service Providers in India (2010): Landscape by BPO Revenues.....III-129
BPO Industry Focuses on Inorganic Growth Strategy.....III-129
1$75
   Major Acquisitions in 2010.....III-130
The Philippines BPO Market.....III-130
1$75
   Impact of Recession.....III-1311$75
   BPO Industry’s Shift Up the Value Chain.....III-132
Government Efforts to Promote BPO.....III-132
Real Estate Sector Benefits from the Boom in BPO Industry.....III-132
1$75
   Next Wave Cities to Spur Growth.....III-133
China.....III-133
China Looks to Strengthen Presence in Global BPO Industry.....III-133
Outsourcing of Back Office Functions.....III-133
1$75
   HR Outsourcing in China.....III-134
Table 98: Chinese HRO Market by Region (2010): Percentage Share Breakdown for Shanghai, Beijing, Guangdong, and Others (includes corresponding Graph/Chart).....III-134
1$200
   Table 99: Market Share of Leading Players in the Chinese HRO Market (2010) (includes corresponding Graph/Chart).....III-135
Malaysia.....III-135
Singapore.....III-135
1$75
   Thailand.....III-136
Sri Lanka: A Emerging BPO Destination.....III-136
Service/Product Launches.....III-136
1$75
   Strategic Corporate Developments.....III-13718$1350
   Key Players.....III-1554$300
   B. Market Analytics.....III-159
Table 100: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-159
1$200
   Table 101: Asia-Pacific Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-1601$200
   Table 102: Asia-Pacific 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-1611$200
   Table 103: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-1621$200
   Table 104: Asia-Pacific Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-1631$200
   Table 105: Asia-Pacific 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-1641$75
  5. REST OF WORLD.....III-16517 $3400  
   A. Market Analysis.....III-165
Outlook.....III-165
Latin America as a Global Delivery Location.....III-165
1$75
   Argentina.....III-166
Brazil.....III-166
Chile.....III-166
Colombia.....III-166
El Salvador.....III-166
1$75
   Mexico.....III-167
Panama.....III-167
Uruguay.....III-167
Israel.....III-167
Africa.....III-167
1$75
   Egypt: An Emerging Market.....III-168
South Africa.....III-168
Outlook.....III-168
1$75
   Telecom Industry Deregulation – A Major Step Towards Rapid BPO Market
  Growth.....III-169
South Africa to Gain as Global Companies Look to Minimize Risks.....III-169
Tanzania: An Emerging Outsourcing Destination in East Africa.....III-169
BPO Industry in Central America.....III-169
1$75
   Strategic Corporate Developments.....III-1706$450
   B. Market Analytics.....III-176
Table 106: Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-176
1$200
   Table 107: Rest of World Historic Review for Business Process Outsourcing by Horizontal Segment – Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-1771$200
   Table 108: Rest of World 15-Year Perspective for Business Process Outsourcing by Horizontal Segment – Percentage Breakdown of Revenues for Finance & Accounting, Customer Services, HR, KPO, and Procurement Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-1781$200
   Table 109: Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2010 through 2018 (includes corresponding Graph/Chart).....III-1791$200
   Table 110: Rest of World Historic Review for Business Process Outsourcing by End-Use Segment – Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets Independently Analyzed by Annual Revenue Figures in US$ Million for the Years 2004 through 2009 (includes corresponding Graph/Chart).....III-1801$200
   Table 111: Rest of World 15-Year Perspective for Business Process Outsourcing by End-Use Segment – Percentage Breakdown of Revenues for Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others Markets for the Years 2004, 2011 and 2018 (includes corresponding Graph/Chart).....III-1811$200
IV. COMPETITIVE LANDSCAPE 823$995
  
Total Companies Profiled: 357 (including Divisions/Subsidiaries - 382)

Region/Country                 Players


The United States                100   
Canada                             7
Japan                              2
Europe                            19
     France                        3
     Germany                       1
     The United Kingdom           10
     Rest of Europe                5
Asia-Pacific (Excluding Japan)   248
Latin America                      1
Africa                             4
Middle East                        1
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