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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 segments: Finance & Accounting, Customer Services, Others (Includes HR, Procurement, and KPO among Others). The market is also analyzed by the following end-use sectors: 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 2009 through 2017. 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, ACS, A Xerox Company, Aon Hewitt, Ceridian Corporation, CGI Group, Computer Sciences Corporation, Dell Services, HP Enterprise Services, Intelenet Global Services Pvt. Ltd., Intelligroup, Inc., KARVY Global Services Limited., Keane, Inc., NorthgateArinso, SFN Group, Inc., StarTek, Inc., Tata Consultancy Services Limited, and TriNet Group, Inc. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.

Code : MCP-1533
Price : $4950
Companies : 357
Pages : 1194
Date : September 2011
Market Data Tables : 215
Status: * New Report

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 TABLE OF CONTENTS

  BUSINESS PROCESS OUTSOURCING (BPO) (Complete Report) Pages : 1194   | $4950
 
I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS5$100
   Study Reliability and Reporting Limitations.....I-1  
   Disclaimers.....I-2
Data Interpretation & Reporting Level.....I-2
  
   Quantitative Techniques & Analytics.....I-3
Product Definitions and Scope of Study.....I-3
  
   Planning for BPO.....I-4
Cost Savings in BPO.....I-4
Types of BPOs.....I-4
Onsite Business Process Outsourcing.....I-4
Offsite Business Process Outsourcing.....I-4
  
   Offshore Business Process Outsourcing.....I-5  
II. EXECUTIVE SUMMARY133$2250
  1. Industry Overview.....II-110 $700  
   Regional Analysis.....II-1
Service Segment Analysis.....II-1
Market Scenario.....II-1
1$100
   Business Process Outsourcing Market: A Primer.....II-2
Change in Market Scenario with Outsourcing.....II-2
1$100
   Major Threats.....II-3
Competition in the BPO Vendor Market.....II-3
Egypt to be Emerging Destination for IT outsourcing and BPO.....II-3
Key Industry Segments.....II-3
Worldwide Logistics BPO Market.....II-3
1$100
   Customer Care Services.....II-4
Growth of Finance and Accounting Outsourcing Market Worldwide.....II-4
HR Business Processes Outsourcing Market.....II-4
1$100
   One-Stop-Shop for Complete HR Outsourcing Draws Appeal.....II-51$100
   Building Up the Right Team Essential for Successful HR BPO Outsourcing.....II-6
Procurement BPO Market.....II-6
Increased Demand for Procurement BPO.....II-6
Consulting Services Market.....II-6
1$100
   Future of Outsourcing – A Global Outlook.....II-71$100
   India.....II-8
China.....II-8
Malaysia.....II-8
Czech Republic.....II-8
1$100
   Singapore.....II-9
Philippines.....II-9
Brazil.....II-9
Canada.....II-9
1$100
   Chile.....II-10
Poland.....II-10
1$100
  2. Market Trends.....II-1123 $1300  
   BPO Market and its Growth.....II-11
Emerging Markets Spur Growth.....II-11
Outsourcing Taps New Benefit Areas.....II-11
Emerging Trend Towards Automation.....II-11
1$100
   Offshore Outsourcing of Call Centers Gains Ground.....II-12
Offshore BPO Driving Cost-Effectiveness.....II-12
BPO - Transitioning.....II-12
De-Stressing of Voice in Call centers.....II-12
Captivation of the Voice.....II-12
1$100
   Back Office Transactions.....II-13
BPO Moving Towards Multiple Process Outsourcing.....II-13
Shift Towards BPO.....II-13
1$100
   BPO Market on a High Note.....II-14
Seeking Support from Third-Party Consultants: A Growing Trend.....II-14
Factors Driving Growth.....II-14
Changing Business Perspectives.....II-14
Widening of Scope of New Segments.....II-14
1$100
   Further Expansion in Established Segments.....II-15
Multi-Process BPO - A Key Growth Driver.....II-15
Impact on Software Enterprises.....II-15
Major Obstacles.....II-15
Pricing Pressure Continues.....II-15
1$100
   US Slowdown Places BPO in Consolidation Mode.....II-16
Vendor Capacity - an Important Inhibiting Factor.....II-16
Differences in Growth Trends by Geography and Market Segment.....II-16
1$100
   IT & BPO firms to Realign Its Service Delivery Operations.....II-17
Demand for BPOs that Bring About Transformational Change.....II-17
Implementation Risk in Transformational BPO.....II-17
1$100
   Trends in Key Industry Segments.....II-18
Financial Services.....II-18
Finance & Accounting Outsourcing – The Dynamic BPO Segment.....II-18
1$100
   Financial BPO Segment to Witness Robust Growth.....II-19
Trends in HRO.....II-19
HRO - A High-Profile BPO Segment.....II-19
Multiple-Process and Total Human Resource Outsourcing to Keep Growing.....II-19
Increasing "Commoditization" in HR Functions.....II-19
1$100
   Senior HR Executives to Play Decisive Roles in HRO Implementation.....II-20
Small and Medium Enterprises to Expand HRO Services Usage.....II-20
Sole Sourcing – A Potential HRO Model to Increase Operational Efficiency.....II-20
HRO Demonstrates Vibrant Growth.....II-20
1$100
   Outsourcing in HR to Increase.....II-211$100
   Procurement Service Outsourcing.....II-22
The Global Procurement BPO Market – An Overview.....II-22
1$100
   Demand Uptake in Procurement BPO Market.....II-23
Procurement BPO Market – Key Demand Generators.....II-23
Procurement BPO Market – Key Players.....II-23
Major Challenges Faced by Procurement BPO Vendors.....II-23
1$100
   Knowledge Process Outsourcing.....II-241$100
   Challenges in KPO.....II-25
Changing BPO Buyer and Vendor Roles.....II-25
Spending Trends by Segment.....II-25
BPO Market Trends – Recent Past Perspective.....II-25
Pricing Trends.....II-25
BPO Sales Cycle.....II-25
1$100
   The Range of Multishore BPO Expands.....II-26
Outsourcing Transactions Grow, While Value Takes a Plunge.....II-26
Maturing Market to Drive Trend for Consolidation.....II-26
Changing Perceptions.....II-26
1$100
   Outsourced Functions and Growth Sectors.....II-27
Advantage of Integrators.....II-27
Buyer and Vendor Relationships.....II-27
Europe Surpasses US in Large Outsourcing Contracts.....II-27
1$100
   Market Players.....II-28
HR BPO Gaining Rapid Ground.....II-28
1$100
   Offshoring and Nearshoring.....II-29
Key Factors Influencing Outsourcing.....II-29
Advantages and Downsides of Outsourcing.....II-29
1$100
   Outsourcing Model Under Transformation.....II-30
Location – A Key Factor Influencing Outsourcing Decisions.....II-30
1$100
   OTC Technology Creating New Avenues in B2B Billing Outsourcing.....II-31
On-Demand Services Picking up Momentum.....II-31
1$100
   Major Outsourcing Destinations for Global Companies.....II-32
Client Base of Outsourcing Business.....II-32
Countries with Potential Capabilities to Challenge India’s BPO Supremacy.....II-32
1$100
   Outsourcing Challenges.....II-33
1$100
  3. Service Overview.....II-349 $600  
   Introduction.....II-34
Types of BPOs.....II-34
Onsite Business Process Outsourcing.....II-34
1$100
   Offsite Business Process Outsourcing.....II-35
Offshore Business Process Outsourcing.....II-35
BPO Business Models.....II-35
1$100
   The BPO Advantage.....II-361$100
   Planning for BPO.....II-37
Cost Savings in BPO.....II-37
Vendor Selection.....II-37
Market Diversity and Development.....II-37
1$100
   Why Outsource to Third World Countries?.....II-38
Improve Efficiency, Reduce Costs – The BPO Advantage.....II-38
1$100
   BPOs Deliver More than Just Cost Savings.....II-39
How is BPO Different from ASP?.....II-39
A Comparative Study of Business Process Outsourcing Against IT Outsourcing.....II-39
HR BPO – Key Focus Area.....II-39
Human Resources Outsourcing.....II-39
1$100
   Factors Influencing Renewal of Outsourcing Contracts.....II-401$100
   Key Prerequisites for Success of New Entrants in HR BPO Outsourcing.....II-41
Mid Size Firms Show Increasing Acceptance for HR BPO.....II-41
Evolution and Growth of HRO.....II-41
1$100
   Rationale Behind HRO.....II-42
HR Outsourcing Types.....II-42
Discrete Services Outsourcing.....II-42
Multi-Process Services.....II-42
Total HRO.....II-42
Productivity Gaining Key Focus in HRO.....II-42
HRO – Transforming HR Approach in Organization.....II-42
Prerequisites for HRO.....II-42
1$100
  4. Recent Industry Activity.....II-4362 $1800  
   TRG Merges with Callworx.....II-43
BancTec Acquires DocuData Solutions.....II-43
Genpact Acquires Majority Stake in Citigroup.....II-43
Aegis BPO Takes Over AOL Call Center.....II-43
1$100
   NCO Group Completes Acquisition of Outsourcing Solutions.....II-44
IPVG to Acquire Majority Stake in Influent.....II-44
Intelenet Takes Over Mauritian Company.....II-44
SYNNEX Acquires New Age Electronics.....II-44
IA Global to Take Over Shift Resources.....II-44
Tricom Takes Over Apex Document Solutions.....II-44
1$100
   IA Global to Take Over Asia Premier.....II-45
Accenture Acquires Gestalt.....II-45
Affiliated Computer Services to Take Over CompIQ.....II-45
1$100
   Affiliated Computer Services Takes Over Communications Development.....II-46
Accenture Inks Agreement to Take Over AddVal Technology.....II-46
Global BPO Signs Agreement for Acquisition of Stream Holdings.....II-46
1$100
   HP to Take Over EDS.....II-47
TechTeam Global Completes the Acquisition of Onvaio.....II-47
Genpact and EXL to Acquire Majority Stake in Infovision.....II-47
1$100
   WNS to Acquire Aviva BPO.....II-48
Hewitt Announces Acquisition of LCG.....II-48
Vista Equity Announces Acquisition of Cyborg.....II-48
1$100
   Cbay Acquires Majority Stake in MedQuist.....II-49
Healthcare Investment to Acquire Stake in Apollo Health Street.....II-49
Infosys Plans to Acquire Aptara.....II-49
Intelenet Obtains Approval from SEBI to Acquire Remaining Stake in Sparsh.....II-49
Tivit Completes Acquisition of Open Concept.....II-49
1$100
   3iI Completes Acquisition of LFMS Majority Stake.....II-50
WNS Takes Over Call 24/7.....II-50
Nalanda Capital Takes Over 5.25% Stake in WNS.....II-50
1$100
   DPWN to Acquire Williams Lea.....II-51
IPVG to Acquire Medium-Sized BPO Companies in Asia.....II-51
Adventity Forms Joint Venture with Noor for Outsourcing Services.....II-51
WNS and Advanced Contact Solutions Establish a Joint Venture Company.....II-51
1$100
   Genpact Inks Agreement with Ceridian.....II-52
South West Water and Accenture Enter into Outsourcing Agreement.....II-52
Eisai Inks Outsourcing Agreement with Accenture.....II-52
BSNL Inks Contract with Convergys.....II-52
1$100
   BancTec Enters into Agreement with Large Insurance Provider.....II-53
Accenture Enters into BPO Services Agreement with CNA Financial.....II-53
1$100
   CGI Enters into Ten-Year Contract with Magnolia Company.....II-54
ACS Renews Contract with Weld County.....II-54
Baltimore Gas Selects Accenture to Rollout Smart Energy Savers Program.....II-54
The US Department of VA Selects EDS to Support Combat Veteran Call Center.....II-54
1$100
   Scripps Selects ADP for Providing BPO Services.....II-55
TCS Bags Multi-Year IT Outsourcing Contract.....II-55
TCS Subsidiary Receives Contract for BPO Services from Sun Life Financial.....II-55
TeleTech Inks Multiyear Service Contract with JNET.....II-55
1$100
   TeleTech Enters into an Agreement with Global 100 Communications.....II-56
StarTek Renews Agreement with a Communication Company.....II-56
BPOMS Secure Contracts for ECM Outsourcing Solution.....II-56
1$100
   HP Bags a Long-Term Contract from Tribune Publishing.....II-57
Capgemini Bags Major Outsourcing Contract from Unilever.....II-57
1$100
   ACS Receives a Supply Contract from CAQH.....II-58
ADP to provide HR BPO Services to Sodexo.....II-58
1$100
   Convergys Enters into Agreement with a Financial Services Company.....II-59
Convergys Enters into Contract with Avaya.....II-59
CSC Wins Contract from Zurich Financial Services.....II-59
CSC Signs BPO Contract with Wilton Re.....II-59
1$100
   CSC Enters into Contract with GSA.....II-60
CSC Bags Contract from Eaton.....II-60
Cambridge Bags the Australian State Government-run Project.....II-60
1$100
   TPI Facilitates US$1.5 Billion Transaction Between Capita and Prudential UK.....II-61
TCS Renews Contract with Virgin Atlantic.....II-61
Spherion and United Airlines Renew Contract for Recruitment Outsourcing.....II-61
Harvard Pilgrim Extends Agreement with Perot Systems.....II-61
1$100
   DST Health and Independence Blue Cross Extend BPO Agreement.....II-62
CGI Extends Contract with Ocι North America.....II-62
1$100
   Nineteen Hours IT to Expand BPO Operations in India.....II-63
Spherion to Expand RPO Operations.....II-63
ExlService Holding to Invest in Indian Operations.....II-63
Genpact to Extend APO Business to Australia.....II-63
SBPO to Expand GramIT, the Rural Back Office Vehicle.....II-63
eTelecare to Open New Delivery center for BPO Services in Jacksonville.....II-63
1$100
   Infosys Sets up Mexican Subsidiary.....II-64
Wipro Establishes New BPO Center.....II-64
Cipher Dynamics Commences its Business Activity in India.....II-64
OPI Sets Up Service Center in Delhi.....II-64
1$100
   Sundaram Finance BPO Unit Establishes New Facility in Madurai.....II-65
Tata to Set-up Rural BPO Unit in Orissa.....II-65
Bihar Establishes Rural BPO for Locals.....II-65
HDFC Bank All Set to Establish a BPO Unit in Tirupati.....II-65
Sutherland to Establish New Global Campus in Chennai.....II-65
Wipro’s BPO Unit Establishes Offices in China.....II-65
Perot Systems to Establish Infrastructure, IT services and BPO Division in
  Coimbatore.....II-65
1$100
   Accenture Announces its Procurement BPO.....II-66
Wipro Inaugurates a Global Service Management Center in Malaysia.....II-66
Tata Chem Division Initiates a BPO Project.....II-66
Tech Mahindra Plans to Diversify Customer Base.....II-66
MphasiS Plans to Tap New Opportunities in India.....II-66
1$100
   Bacnotan Plans Investments in BPO.....II-67
Stellar Forays into UK Business Process Outsourcing Market.....II-67
Omega Healthcare Plans to Tap Opportunities in Patient Hospital Coding.....II-67
Enlightened Announces its BPO Operations in Louisiana.....II-67
Vertex Shifts Key Functions to Gurgaon.....II-67
1$100
   Spanco Plans Demerger of BPO Business.....II-68
Genpact Ready to Enter Domestic BPO Market.....II-68
ClientLogic Merges with SITEL.....II-68
CGI Announces Merger of its Insurance Divisions.....II-68
Accentia Acquires Three Healthcare BPOs in the US.....II-68
1$100
   Usha-Martin Acquires Converso.....II-69
Ebix Announces Acquisition of JenQuest and Subsidiary, IDS.....II-69
Apollo Acquires BPO Company- Zavata.....II-69
1$100
   Fuji Xerox Australia Takes Over KAZ's BPO Division.....II-70
Integreon Takes Over CBF.....II-70
Essar Takes Over Global Vantedge.....II-70
TMF Takes Over Ernst & Young BPO Business.....II-70
1$100
   Aegis to Take Over Teletech.....II-71
Satyam Takes Over Stake in BPO firm Nipuna.....II-71
Hero Group Acquires Dalglen.....II-71
Gallagher Acquires Cedar Hill.....II-71
Allsec Takes Over Kingdom Builders.....II-71
HOV Services to Acquire BPO Center.....II-71
Integreon to Take Over BPO Firm in the US.....II-71
1$100
   Firstsource Solutions Completes BPM Acquisition.....II-72
Cognizant Technology Takes Over marketRx.....II-72
BPO Management Services Completes Blue Hill Data Services Acquisition.....II-72
Firstsource Solutions Takes Over MedAssist Holding.....II-72
Mirrus Systems Acquires AMSplus.....II-72
Quatrro BPO Solutions Acquires Certain Assets of Preferred Financial Group.....II-72
1$100
   Spinnaker Management Group Completes Prosero Acquisition.....II-73
Indecomm Global Completes Acquisition of US Recordings.....II-73
Bhilwara Scribe Takes Over Benson Transcription Technologies.....II-73
Genpact Completes Acquisition of Axis Risk Consulting.....II-73
Advent International Completes Acquisition of Lloyds.....II-73
1$100
   The Sun Group Plans to Acquire Stake in Firstsource Solutions.....II-74
Deloitte Consulting Completes Stake Acquisition of Mastek.....II-74
SunGard Capital Completes Acquisition of Aceva Technologies.....II-74
Equifax Completes Acquisition of TALX.....II-74
Private Equity Firms Consortium Acquires Vertex Data.....II-74
1$100
   Ayala’s Subsidiary Completes Acquisition of Affinity Express.....II-75
NetFabric Holdings to Take Over Help Desk NOW.....II-75
Tela Sourcing Takes Over HealthASPex Business Assets.....II-75
Spherion to Acquire Technisource.....II-75
1$100
   Gevity Announces Acquisition of HRAmerica.....II-76
ACS Announces Acquisition of Albion.....II-76
THL Partners and FNF Acquires Ceridian.....II-76
1$100
   Convergys Acquires AOL Contact Center.....II-77
RPG Acquires Stake in Zensar.....II-77
Fujitsu Plans to Acquire Intelenet.....II-77
Keane Enters into a JV with ZC Sterling to Introduce BestShoresSM.....II-77
1$100
   Zensar Forms IT and BPO Joint Venture with EZA.....II-78
Adaptis Inks Partnership with Kaye-Smith.....II-78
Adaptis Signs BPO Alliance with Clear Choice Health Plan.....II-78
1$100
   Quistor Collaborates with Oracle to Launch e-Learning BPO Platform.....II-79
Effort BPO Collaborates with Asia Star Info to Establish BPO Centers in China.....II-79
Accenture Signs Outsourcing Agreement with AIG.....II-79
Accenture and Microsoft Enter into an Outsourcing Agreement.....II-79
1$100
   Accenture and BT Enter into an Outsourcing Agreement.....II-80
Washington Gas Signs Agreement with Accenture.....II-80
Accenture and United Utilities Enter Outsourcing Agreement.....II-80
Tetra Pak Signs BPO Agreement with Capgemini.....II-80
1$100
   Capgemini Inks 5-Year BPO Contract with NXP.....II-81
Convergys Inks Contract with Johnson & Johnson.....II-81
Convergys and Fifth Third Bancorp Renews Contract.....II-81
Convergys and Rosetta Stone Sign Contract.....II-81
1$100
   CGI Renews Agreement with The Commerce Group.....II-82
ACS Renews Contract with PERSI.....II-82
1$100
   ACS Inks Deal with Safety-Kleen.....II-83
Infosys Secures Contract from Philips.....II-83
CSC Enters into a BPO Contract with UKvisas.....II-83
1$100
   CSC Secures a Contract from DHS to Develop IDDMP for USCIS.....II-84
CSC Wins BPO Contract from Universal for Providing Banking Services.....II-84
1$100
   CSC Wins BPO Services Contract from Chubb.....II-85
CSC Obtains an Eagle Task Order from USCIS.....II-85
Hewitt Contracts with Rogers.....II-85
1$100
   Intelligroup Contracts with eXpertivity.....II-86
TCS Contracts with Hawaiian Airlines.....II-86
EDS Inks Agreement with Telekomunikacja.....II-86
1$100
   TCS Enters into an Agreement with Pichincha.....II-87
Computer Sciences Enters Multi-Year BPO Agreement with Northstar.....II-87
1$100
   Convergys to Provide Marketing Research for a Global Financial Firm.....II-88
Convergys Enters into Agreement with Telecom Egypt.....II-88
Convergys Enters into Contract with Starbucks.....II-88
1$100
   Wipro Infocrossing Bags Outsourcing Deal from Missouri Health Net Division.....II-89
CSC Expands Contract with John Hancock.....II-89
Rabobank Extends BPO Contract with Unisys.....II-89
CSC Extends Outsourcing Contract with Swiss Re.....II-89
1$100
   Sitel Plans Further Expansion in India.....II-90
TeleTech Establishes New BPO Facility in South Africa.....II-90
MphasiS Inaugurates Exclusive BPO Center for Idea Cellular.....II-90
Infosys Extends BPO and IT Center in Czech Republic.....II-90
1$100
   Barclays Divests Stake in Indian BPO.....II-91
Jay Shree Tea Plans to Sell its BPO Unit.....II-91
Ninestars Begins BPO Business.....II-91
Spanco Invests in Indian BPO Segment.....II-91
FirstSource Receives Authorization from Financial Services Authority of UK.....II-91
1$100
   ICT GROUP Takes Over Proyectar Connect S.A......II-92
HandsOn Ventures to Acquire TWS Holdings.....II-92
BPO Management Services Merges with netGuru.....II-92
Hinduja TMT Inks Agreement to Acquire AFFINA.....II-92
StarTek Inks Agreement with WildBlue.....II-92
1$100
   Quintek Services to Provide BPO Services to LADWP.....II-93
Guthy-Renker, EDS Extend BPO Contract.....II-93
ACS Secures Wachovia Education’s BPO Contract.....II-93
1$100
   KARVY Launches New KPO, BPO Firm.....II-94
Aegis InterWorld Launches Medical BPO Services.....II-94
ICG Commerce Inks BPO Agreement with Rent-A-Center.....II-94
SMT Direct and Zensar Technologies Form Partnership.....II-94
170 Systems and Xansa Extend Partnership.....II-94
1$100
   StarTek Launches MVNO Services.....II-95
Intelnet, Transcom Team Up to Offer BPO Solutions.....II-95
Lattelekom and Exigen Join Hands to Provide BPO Solutions.....II-95
1$100
   Liberata, Gecis Form Exclusive Partnership to Provide BPO Services.....II-96
PPMS to Market New Services for Parent Company.....II-96
TCS and Cognos Collaborate to Service Latin American Clients.....II-96
TCS Pockets Comicrom.....II-96
TeleTech Holdings Acquires FinSource.....II-96
1$100
   Thapar Group Makes Inroads into BPO Business.....II-97
InterGlobe Technologies Expands Infrastructure Operations.....II-97
Cambridge Australia Wins Three-Year Contract.....II-97
Liverpool Victoria Presents an Add-On Agreement with EDS.....II-97
Karvy Global Services Forays into Canada.....II-97
Lason India Adds a New Dimension in BPO Business.....II-97
1$100
   HP to Establish a New BPO Facility in Poland.....II-98
ClientLogic Starts New Contact Center for US Customers.....II-98
Resolution Life Extends BPO Agreement with Unisys Insurance.....II-98
Convergys Acquires Deloitte’s Finance & Accounting BPO Business.....II-98
Accenture Enters into BPO Deal with Japanese Elpida Memory.....II-98
1$100
   Ciber to Acquire Knowledge Systems of India.....II-99
Unisys Bags National BCBS Contract.....II-99
ICG Commerce Enters into a BPO Pact with Greif.....II-99
Healthaxis, Claimsnet Enter into a Pact for Claims Transaction Services.....II-99
1$100
   Healthaxis and ppoONE Extend Relationship.....II-100
Minacs and BT Join Hands to Offer BPO Services in Europe.....II-100
Seven Companies Merge to Offer HR Services.....II-100
1$100
   TPI and NelsonHall Enter Pact to Provide BPO Knowledge.....II-101
NIIT Technologies to Broaden Indian BPO Operations.....II-101
IBM Makes Inroads into BPO Business.....II-101
TCS Forays into BPO Business.....II-101
1$100
   Outsource Partners Inks Strategic Marketing Alliance with Thomas Group.....II-102
Progeon Enters Strategic Alliance with Hazell Carr.....II-102
Hewitt Acquires Exult to Create Global HR Powerhouse.....II-102
Vsource Secures HR BPO Contract from Malaysian Company, Exel Logistics.....II-102
Siebel Systems Enters Pact with Electronic Data Systems.....II-102
1$100
   Infosys to Establish Onsite Centers in Europe and US.....II-103
Nextlinks to Establish BPO Facility in India.....II-103
Capita Forms Joint Venture to Enter Indian Market.....II-103
Spheris Acquires HealthScribe.....II-103
OfficeTiger Takes Over Devonshire.....II-103
Scandent Acquires Cambridge Integrated.....II-103
1$100
   Hinduja TMT Acquires Source One.....II-104
ICICI OneSource Buys Pipal Research.....II-104
1$100
  5. Focus on Select Global Players.....II-1058 $500  
   Accenture (USA).....II-105
Adaptis, Inc. (USA).....II-105
Aegis InterWorld, Inc. (USA).....II-105
1$100
   Affiliated Computer Services (USA).....II-106
Amdocs Limited (USA).....II-106
Ceridian Corporation (USA).....II-106
1$100
   CGI Group (Canada).....II-107
Computer Sciences Corporation (USA).....II-107
1$100
   Convergys Corporation (USA).....II-108
Electronic Data Systems Corporation (USA).....II-108
Gevity HR, Inc. (USA).....II-108
1$100
   Hewitt Associates, LLC (USA).....II-109
Intelligroup, Inc. (USA).....II-109
KARVY Global Services Limited (India).....II-109
1$100
   Keane, Inc. (USA).....II-110
Perot Systems Corporation (USA).....II-110
Sapient Corporation (USA).....II-110
Spherion Corporation (USA).....II-110
1$100
   StarTek, Inc. (USA).....II-111
Tata Consultancy Services Limited (India).....II-111
Intelenet Global Services Pvt. Ltd. (India).....II-111
1$100
   Unisys Corporation (USA).....II-112
1$100
  6. Global Market Perspective.....II-113   
   Table 1: World Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....II-1131$300
   Table 2: World Long-term Projections for Business Process Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....II-1141$300
   Table 3: World 10-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 2003, 2008 and 2012 (includes corresponding Graph/Chart).....II-1151$300
   Table 4: World Recent Past, Current and Future Analysis for Logistics Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....II-1161$300
   Table 5: World Long-term Projections for Logistics Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....II-1171$300
   Table 6: World 10-Year Perspective for Logistics Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....II-1181$300
   Table 7: World Recent Past, Current and Future Analysis for Sales & Marketing Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....II-1191$300
   Table 8: World Long-term Projections for Sales & Marketing Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....II-1201$300
   Table 9: World 10-Year Perspective for Sales & Marketing Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....II-1211$300
   Table 10: World Recent Past, Current and Future Analysis for Customer Care Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....II-1221$300
   Table 11: World Long-term Projections for Customer Care Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....II-1231$300
   Table 12: World 10-Year Perspective for Customer Care Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....II-1241$300
   Table 13: World Recent Past, Current and Future Analysis for Finance & Accounting Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....II-1251$300
   Table 14: World Long-term Projections for Finance & Accounting Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....II-1261$300
   Table 15: World 10-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 2003, 2008 and 2012 (includes corresponding Graph/Chart).....II-1271$300
   Table 16: World Recent Past, Current and Future Analysis for Human Resource Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....II-1281$300
   Table 17: World Long-term Projections for Human Resource Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....II-1291$300
   Table 18: World 10-Year Perspective for Human Resource Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....II-1301$300
   Table 19: World Recent Past, Current and Future Analysis for Other Business Process Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....II-1311$300
   Table 20: World Long-term Projections for Other Business Process Outsourcing by Geographic Region – US, Canada, Asia-Pacific, Europe and Rest of World Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....II-1321$300
   Table 21: World 10-Year Perspective for Other Business Process Outsourcing by Geographic Region – Percentage Breakdown of Revenues for US, Canada, Asia-Pacific, Europe and Rest of World for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....II-1331$300
III. MARKET132$1950
  1. The United States.....III-141 $1650  
   A. Market Analysis.....III-1
Current and Future Analysis.....III-1
1$75
   Human Resources Outsourcing – A Highly Lucrative and Rapidly Growing
  Segment.....III-2
Key Issues in HRO.....III-2
The US Imaging and Document Management Outsourcing Market.....III-2
1$75
   The Offshoring Advantage.....III-3
Offshoring Challenges.....III-3
1$75
   The Right Strategy for Offshoring.....III-4
Procurement BPO Market.....III-4
HR Outsourcing – The Fastest Growing BPO Domain.....III-4
1$75
   Outsource to Remain Competitive.....III-5
Factors Compelling US Businesses to Move to Offshore BPO Sector.....III-5
The Trend for Relocating.....III-5
1$75
   Strategic Corporate Developments.....III-628$1100
   Focus on Select US Players.....III-34
Accenture.....III-34
1$75
   Adaptis, Inc......III-35
Aegis InterWorld, Inc......III-35
Affiliated Computer Services.....III-35
1$75
   Amdocs.....III-36
Ceridian Corporation.....III-36
Convergys Corporation.....III-36
1$75
   Computer Sciences Corporation.....III-37
Electronic Data Systems Corporation.....III-37
Gevity HR, Inc......III-37
1$75
   Hewitt Associates, LLC.....III-38
Intelligroup, Inc......III-38
Keane, Inc......III-38
1$75
   Perot Systems Corp.....III-39
Sapient.....III-39
Spherion Corp.....III-39
StarTek, Inc.....III-39
1$75
   Unisys Corporation.....III-40
B. Market Analytics.....III-40
Table 22: US Recent Past, Current and Future Analysis for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-40
1$150
   Table 23: US Long-term Projections for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....III-41

Table 24: US 10-Year Perspective for Business Process Outsourcing by Service Segment – Percentage Breakdown of Revenues for Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....III-41
1$150
  2. Canada.....III-425 $375  
   A. Market Analysis.....III-42
Current and Future Analysis.....III-42
Strategic Corporate Developments.....III-42
2$150
   CGI Group – A Key Canadian Player.....III-441$75
   B. Market Analytics.....III-45
Table 25: Canadian Recent Past, Current and Future Analysis for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-45
1$150
   Table 26: Canadian Long-term Projections for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....III-46

Table 27: Canadian 10-Year Perspective for Business Process Outsourcing by Service Segment – Percentage Breakdown of Revenues for Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....III-46
1$150
  3. Europe.....III-4710 $850  
   A. Market Analysis.....III-47
By Region.....III-47
By Service Segment.....III-47
Business Process Outsourcing in Europe.....III-47
Market Snapshots.....III-47
1$75
   Outsourcing Business Process.....III-48
Europe by Region.....III-48
Germany – A Special Focus.....III-48
Europe Set to Become a Key BPO Market.....III-48
1$75
   HRO Services Market: An Overview.....III-49
Strategic Corporate Developments.....III-49
3$225
   B. Market Analytics.....III-52
Table 28: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Geographic Region – France, Germany, UK and Rest of Europe Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-52

Table 29: European Long-term Projections for Business Process Outsourcing by Geographic Region – France, Germany, UK and Rest of Europe Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....III-52
1$150
   Table 30: European Recent Past, Current and Future Analysis for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-531$150
   Table 31: European Long-term Projections for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....III-541$150
   Table 32: European 10-Year Perspective for Business Process Outsourcing by Geographic Region – Percentage Breakdown of Revenues for France, Germany, UK and Rest of Europe for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....III-551$150
   Table 33: European 10-Year Perspective for Business Process Outsourcing by Service Segment – Percentage Breakdown of Revenues for Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....III-56
1$150
  3a. France.....III-573 $225  
   A. Market Analysis.....III-57
Current and Future Analysis.....III-57
Strategic Corporate Developments.....III-57
1$75
   B. Market Analytics.....III-58
Table 34: French Recent Past, Current and Future Analysis for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-58
1$150
   Table 35: French Long-term Projections for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....III-59

Table 36: French 10-Year Perspective for Business Process Outsourcing by Service Segment – Percentage Breakdown of Revenues for Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....III-59
1$150
  3b. Germany.....III-603 $225  
   A. Market Analysis.....III-60
Current and Future Analysis.....III-60
Strategic Corporate Developments.....III-60
1$75
   B. Market Analytics.....III-61
Table 37: German Recent Past, Current and Future Analysis for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-61
1$150
   Table 38: German Long-term Projections for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....III-62

Table 39: German 10-Year Perspective for Business Process Outsourcing by Service Segment – Percentage Breakdown of Revenues for Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....III-62
1$150
  3c. The United Kingdom.....III-639 $675  
   A. Market Analysis.....III-63
Current and Future Analysis.....III-63
The UK – A Major BPO Market.....III-63
UK Outsourcing Companies Move Overseas.....III-63
1$75
   India – The Chosen One for UK Firms.....III-64
UK Players Operating in India.....III-64
Capco.....III-64
Capita Group.....III-64
1$75
   Ventura.....III-65
Vertex.....III-65
Strategic Corporate Developments.....III-65
5$375
   B. Market Analytics.....III-70
Table 40: UK Recent Past, Current and Future Analysis for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-70
1$150
   Table 41: UK Long-term Projections for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....III-71

Table 42: UK 10-Year Perspective for Business Process Outsourcing by Service Segment – Percentage Breakdown of Revenues for Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....III-71
1$150
  3d. Rest of Europe.....III-725 $475  
   A. Market Analysis.....III-72
Current and Future Analysis.....III-72
Eastern and Central Europe Market.....III-72
Russia.....III-72
Strategic Corporate Developments.....III-72
2$150
   B. Market Analytics.....III-74
Table 43: Rest of Europe Recent Past, Current and Future Analysis for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-74
1$150
   Table 44: Rest of Europe Long-term Projections for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....III-751$150
   Table 45: Rest of Europe 10-Year Perspective for Business Process Outsourcing by Service Segment – Percentage Breakdown of Revenues for Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....III-76
1$150
  4. Asia-Pacific.....III-7748 $1675  
   A. Market Analysis.....III-77
Asia-Pacific Market for BPO.....III-77
Asia-Pacific Registers High Growth in Outsourcing.....III-77
1$75
   HR Outsourcing to Expand.....III-78
India – A Key Destination for Outsourcing in Asia-Pacific.....III-78
The BPO Industry - Year 2008.....III-78
Outsourcing Remains Strong Despite Margin Pressures.....III-78
Smaller Companies Under Intense Pressure.....III-78
1$75
   Vendors Call for Economies of Scale.....III-79
BPO Sector Eyes Smaller Cities.....III-79
Players to Witness Diversified Client Base.....III-79
Domestic Market Depicts Signs of Waking Up.....III-79
1$75
   Mid-Market – the Next Big Stop.....III-80
The Integration of Software and BPO.....III-80
KPO Industry Gains Efficiency.....III-80
IT and BPO Sector to Register High Growth.....III-80
1$75
   The IT-BPO Sector Flourishing in India.....III-811$75
   The Indian Edge in the Global BPO Market.....III-82
Factors Underpinning the Indian ITES-BPO Exports.....III-82
Large English Speaking Cohort.....III-82
1$75
   Standard Security Setting.....III-83
Focus on Premium Quality.....III-83
Enabling Policy Setting.....III-83
Low-Cost Advantage.....III-83
Accelerating Business Infrastructure.....III-83
1$75
   More Foreign Language Jobs to Create Need for Foreign Language
  Professionals.....III-84
Indian Outsourcing Market.....III-84
Indian BPO Market in Boom.....III-84
1$75
   India Leads in BPO Transactions.....III-851$75
   Year 2008- Assumes Greater Importance for the BPO Sector.....III-86
Indian Procurement Service Outsourcing.....III-86
India Becomes Global BPO Publishing Hub.....III-86
1$75
   US Mortgage Outsourcing Opportunity for India.....III-87
Indian BPOs Under Pressure, as Tier-Two Players Gain Ground.....III-87
Tier-One Suppliers Face Troubled Waters.....III-87
1$75
   North East India Entices BPO Firms.....III-88
Market Competition.....III-88
1$75
   Tier-Two Players Drive on Uneven Ground.....III-89
BPO Leader - Today India, Tomorrow ?.....III-89
1$75
   India BPO Sector En Route to Growth Despite Odds.....III-90
BPO Market All Set to Target Finance Sector.....III-90
Indian IT Vendors Target to Increase BPO Market Share.....III-90
2$150
   Captive Players Dominate BPO Services Market.....III-92
Indian BPO Industry to Face Shortage of Labor.....III-92
India to Lose Dominance in Future.....III-92
1$75
   Indian Vendors Eye Domestic Potential.....III-93
Government Eases Policies, Allows Sharing of Facilities for Daytime
  Processes.....III-93
Indian Government’s New Regime Strengthens Domestic BPO Market.....III-93
1$75
   India’s Competitive Stance Expected to Weaken.....III-94
Indian Vendors Target US Healthcare Sector.....III-94
Increasing Opportunities for Chartered Accountants in India.....III-94
1$75
   Financial Companies Plan End-to-End Outsourcing.....III-95
US Healthcare Industry Opens Door to Indian BPOs.....III-95
BPO-IT Companies Venture into KPO Business for Higher Returns.....III-95
1$75
   Indian BPO Market.....III-96
Indian BPO Industry Outlook.....III-96
Infrastructure and Staff Constraints.....III-96
Growth Prospects.....III-96
1$75
   Indian BPO Clients Prefer Integrated IT-BPO Services.....III-97
Rising Rupee Strongly Impacts the BPO Sector.....III-97
Role of Indian Suppliers in the Domestic Market.....III-97
1$75
   The Competition Ahead.....III-98
Issues Affecting the Industry.....III-98
1$75
   Attrition – The Bane of Indian BPO Sector.....III-99
India Faces Increasing Challenge in Global BPO Market.....III-99
1$75
   India to Suffer Erosion in BPO Market Share.....III-100
Challenging Attrition.....III-100
The Emergence of Indian BPO in the Global Scene.....III-100
1$75
   Changing Trends of Indian BPO Sector.....III-101
Indian Back-Office Service Providers Eye Overseas Markets.....III-101
Educational Segment Opens New Grounds.....III-101
India Dominates Worldwide Offshore Segment.....III-101
1$75
   Growth of the Offshore Market.....III-102
Consolidation and Fragmentation Go Parallel.....III-102
1$75
   Multinationals Threaten Dominance of Indian Players.....III-103
Opportunities for Indian Vendors.....III-103
The Philippines BPO Market.....III-103
1$75
   Philippines BPO Industry to Record Improved Growth.....III-104
Philippines Eyes US BPO Market.....III-104
Strengths of Philippines.....III-104
Philippines to Tap Australian BPO Opportunities.....III-104
The Singapore BPO Market Scenario.....III-104
1$75
   China to Support BPO Development.....III-105
The Thailand BPO Sector.....III-105
Strategic Corporate Developments.....III-105
17$775
   Focus on Select Asia-Pacific Players.....III-122
Tata Consultancy Services Limited (India).....III-122
Intelenet Global Services Pvt. Ltd (India).....III-122
KARVY Global Services Limited (India).....III-122
1$75
   B. Market Analytics.....III-123
Table 46: Asia-Pacific Recent Past, Current and Future Analysis for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-123
1$150
   Table 47: Asia-Pacific Long-term Projections for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....III-124

Table 48: Asia-Pacific 10-Year Perspective for Business Process Outsourcing by Service Segment – Percentage Breakdown of Revenues for Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....III-124
1$150
  5. Rest of World.....III-1258 $750  
   A. Market Analysis.....III-125
Current and Future Analysis.....III-125
Israel.....III-125
Africa.....III-125
1$75
   Egypt: An Emerging Market.....III-126
Africa.....III-126
South Africa.....III-126
1$75
   Service Overview.....III-127
Current Scenario.....III-127
Growth Strategies.....III-127
1$75
   Outlook.....III-128
Call Centers Dominate the BPO Scene.....III-128
Team SA - A Group Effort to Boost Domestic BPO Market.....III-128
1$75
   Telecom Industry Deregulation – A Major Step Towards Rapid BPO Market
  Growth.....III-129
South Africa to Gain as Global Companies Look to Minimize Risks.....III-129
Strategic Corporate Development.....III-129
2$150
   B. Market Analytics.....III-131
Table 49: Rest of World Recent Past, Current and Future Analysis for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2000 through 2010 (includes corresponding Graph/Chart).....III-131
1$150
   Table 50: Rest of World Long-term Projections for Business Process Outsourcing by Service Segment – Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services Independently Analyzed by Annual Revenues in US$ Billion for the Years 2011 through 2015 (includes corresponding Graph/Chart).....III-132

Table 51: Rest of World 10-Year Perspective for Business Process Outsourcing by Service Segment – Percentage Breakdown of Revenues for Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource and Other Services for the Years 2003, 2008 and 2012 (includes corresponding Graph/Chart).....III-132
1$150
IV. COMPETITIVE LANDSCAPE 995$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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