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市場調査レポート

偉大なるゲーム:北米の顧客ケアアウトソーシング市場における主導権争い

The Great Game: The Struggle for North America Leadership in Customer Care Outsourcing

発行 Frost & Sullivan 商品コード 316320
出版日 ページ情報 英文 93 Pages
納期: 即日から翌営業日
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偉大なるゲーム:北米の顧客ケアアウトソーシング市場における主導権争い The Great Game: The Struggle for North America Leadership in Customer Care Outsourcing
出版日: 2014年10月10日 ページ情報: 英文 93 Pages
概要

当レポートでは、ビジネスプロセスアウトソーシング(BPO)産業について調査分析し、主な産業の課題、市場促進要因、現在の動向について検証するほか、北米のアウトソーシングプロバイダーの基本的な評価とその能力、上位20社の企業プロファイルなどについて、体系的な情報を提供しています。

第1章 市場の動向

  • ビジネス上の課題
    • 現在の提供・要員モデル

第2章 企業プロファイル

  • 概要、ハイライトなど
    • AEGIS Limited
    • ALORICA
    • CONCENTRIX
    • CONVERGYS
    • EXPERT GLOBAL SOLUTIONS (EGS)
    • FIRSTSOURCE SOLUTIONS
    • GENPACT
    • HP Enterprise Services
    • MINACS
    • SITEL
    • STARTEK
    • SUTHERLAND GLOBAL SERVICES
    • SYKES
    • TELEPERFORMANCE GROUP
    • ELETECH
    • WEST
    • XEROX

第3章 結論

  • 市場の課題

第4章 付録

  • アウトソーサーの選定、調査データサンプル

免責事項

Frost & Sullivanについて

目次
Product Code: ND54-76

2014 North America Contact Center Outsourcing Buyer's Guide

This research provides an updated overview of the subset of the business process outsourcing (BPO) industry. It includes a complete analysis of key industry challenges, market drivers, and current trends that are affecting client decisions to outsource customer care. The study is based on in-depth interviews with the executive management of leading outsourcing providers that service the North American market. This extensive insight, conducted by senior analysts, will provide enterprise organizations with a fundamental assessment of North American outsourcing providers and their capabilities in a single report. The study includes a profile of top 20 of the market leaders. The report's study period covers 2013 and 2014.

Table of Contents

Purpose

Introduction

SECTION ONE: MARKET TRENDS

  • Business Challenges
    • Current Delivery and Staffing Models
      • Analyst Observations: Consumer Behaviors and the Impact on Customer Care Service Delivery
      • The Game Changer: BPO Innovation up and across the Value Chain
      • An 'Always on' Omni-channel Consumer
      • One Possible Difference Maker: Domain Expertise
      • Unrelenting Pressure on Operational Excellence
      • Healthcare Reform: Impacts on the Customer Care Market
      • The New face of Customer Care: Shifting from Treating Sickness to Promoting Patient Wellness
      • Frost & Sullivan Best Practice Awards for Customer Care Outsourcing
      • Pricing Models and Stability in the Market
      • A Distributed Workforce and Work at Home Agent (WAHA) Growth
      • The Rise of Nearshore Destinations

SECTION TWO: COMPANY PROFILES

  • AEGIS Limited
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • ALORICA
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • CONCENTRIX
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • CONVERGYS
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • EXPERT GLOBAL SOLUTIONS (EGS)
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • FIRSTSOURCE SOLUTIONS
    • Overview
      • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • GENPACT
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • HP Enterprise Services
    • Overview
    • HP Customer Engagement Management Services
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • MINACS
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • SITEL
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • STARTEK
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • SUTHERLAND GLOBAL SERVICES
    • Overview
      • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • SYKES
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • TELEPERFORMANCE GROUP
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • ELETECH
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • WEST
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers
  • XEROX
    • Overview
    • Highlights
      • Strengths & Weaknesses
      • Recommendations for Buyers

SECTION THREE: CONCLUSIONS

  • Market Challenges 2014-2017
    • Caveat Emptor: Buyer Beware

SECTION FOUR: APPENDIX

  • Outsourcer Selection 2014 Survey Data Samples
    • Methodology

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