カスタマーエクスペリエンス・ビジネスプロセスアウトソーシング（CX・BPO）市場規模、シェア、動向分析レポート：サービスタイプ別、アウトソーシングタイプ別、サポートチャネル別、エンドユース別、地域別、セグメント別予測、2024年～2030年

カスタマーエクスペリエンス・ビジネスプロセスアウトソーシング（CX・BPO）市場の成長と動向：

Grand View Research, Inc.の最新レポートによると、世界のCX・BPO市場は2030年までに1,998億3,000万米ドルに達し、2024年から2030年までのCAGRは11.9％で成長すると予測されています。

CX・BPOは、カスタマー・エクスペリエンス業務や特定の業務機能の責任を外部のサービス・プロバイダーに委託するものです。CX・BPOサービスに対する需要の高まりは、コスト削減、サービス品質の向上、柔軟性の向上といった利点に起因しています。また、ソーシャル・ネットワーキング、クラウド・コンピューティングとセキュリティの強化、プロセスの自動化など、運用コストの削減と収益性の向上を目的とした新技術への注目も高まっています。CX・BPOサービスは、こうした新技術のメリットを活用することで、エンドユーザー企業が提供するサービスの効率をさらに向上させることができるため、市場の成長を後押しします。

また、CX・BPOベンダーは、音声認識やチャットボットを活用することで、顧客サービスの問題を迅速、効果的、正確に管理することができます。CX・BPO組織は、人工知能を活用することで、より迅速な作業、より優れた実行、一流の成果を合理的なコストで生み出すことができます。また、コンシューマージャーニーマッピングは、潜在顧客が通過するすべての状況やエンゲージメントのモードを特定するのに役立ちます。音声認識は最近、進歩と飛躍的な進歩を遂げ、BPO企業は大幅なコスト削減、生産性の向上、顧客サービスの改善を実現できるようになった。そのため、市場の成長が促進されています。

CX・BPOサービスに対する需要の高まりは、さまざまな事業戦略を採用することでサービス・ポートフォリオと顧客基盤を拡大しようとする各市場企業を後押ししています。例えば、2023年9月、民間投資会社のスカイビュー・キャピタル（Skyview Capital）は、ヘルスケア、政府、公共事業業界向けのテクニカルサポートとCXサービスを専門とするBPO企業、ファニエル（Faneuil, LLC）を買収しました。この戦略的買収は、スカイビュー・キャピタルの世界のCX・BPO市場における地位強化と顧客基盤の拡大を支援するものです。さらに、2023年9月には、世界のコンタクトセンターBPO企業であるデータマーク社（DATAMARK, Inc.）が、クラウドベースのコンタクトセンター・プラットフォーム・プロバイダーであるサクセスKPI社（SuccessKPI, Inc.）のパートナー・エコシステムに参加し、企業によるクラウドコンタクトセンターへの移行を支援しています。このパートナーエコシステムにより、データマーク社の顧客はサクセスKPI社のクラウドベースのプラットフォームを導入し、顧客満足度を向上させることができます。

CX・BPO市場レポートハイライト：

• アウトバウンドサービスタイプのセグメントは、2024年から2030年にかけて市場で最も速いCAGRを記録すると予測されます。アウトバウンドセグメントの成長と進化には、技術の進歩とデジタル化への取り組みが不可欠です。CX・BPOプロバイダーは、AI主導の分析、予測ダイヤル技術、クラウドベースのプラットフォーム、統合CRMシステムなど、いくつかの最新技術を使用して、業務効率の改善、ワークフローの最適化、顧客体験の向上を実現しています。
• ニアショア・アウトソーシング型セグメントは、予測期間中に大きなCAGRで成長すると予想されます。メキシコ、コロンビア、ポーランド、ルーマニアなどのニアショア・アウトソーシング拠点では、新卒者、有資格者、熟練したスペシャリストを多数確保できます。これらのスタッフは、営業、顧客サービス、技術サポート、バックオフィス業務など、さまざまなビジネス機能をサポートすることができます。
• 非音声セグメントは、2024年から2030年にかけて注目すべきCAGRを記録すると予測されています。AIが推進するチャットボット、バーチャルアシスタント、会話型エージェントは、リアルタイムの質問応答、24時間体制の顧客支援、デジタルチャネル全体にわたる動的でコンテキストを認識したエンゲージメントを可能にしています。データ主導のパーソナライゼーションと超パーソナライズされたエンゲージメント戦略の台頭は、非音声セグメントの将来を左右すると予想され、組織とBPOプロバイダーは多様なデジタルチャネルで会話をカスタマイズできるようになります。
• アジア太平洋地域は、予測期間中に最も速いCAGRで成長すると予測されています。デジタル化に対する政府の積極的な取り組み、スマートシティプロジェクトの増加、世界の市場参入企業による大きな浸透などが、アジア太平洋市場の成長を促す顕著な要因となっています。
• 2023年6月、CX・ソリューション・プロバイダーのAlorica, Inc.は、人工知能言語翻訳ソフトウェアの開発企業であるSanas社と提携し、リアルタイムアクセント翻訳機能をAlorica, Inc.のワールドワイド・カスタマー・エクスペリエンス製品に統合しました。このコラボレーションを通じて、アロリカ社は世界な事業展開の中で、方言やアクセントの違いによって生じるコミュニケーションの問題に対処することを目指しています。Sanasのテクノロジーは、多くの言語における理解力と流暢さを向上させ、カスタマーサポート担当者がリアルタイムで最も理解しやすいアクセントを選択できるようにします。

目次

第1章 調査手法と範囲

第2章 エグゼクティブサマリー

第3章 CX・BPO市場の変数、動向、および範囲

• 市場イントロダクション/リネージュ展望
• 業界のバリューチェーン分析
• 市場力学
  • 市場促進要因分析
  • 市場抑制要因分析
  • 市場機会分析
• CX・BPO市場分析ツール
  • ポーターの分析
  • PESTEL分析

第4章 CX・BPO市場：サービスタイプ別の推定・動向分析

• セグメントダッシュボード
• CX・BPO市場：サービスタイプ別の変動分析、10億米ドル、2023年および2030年
• インバウンド
• アウトバウンド

第5章 CX・BPO市場：アウトソーシングタイプ別の推定・動向分析

• セグメントダッシュボード
• CX・BPO市場：アウトソーシングタイプ別の変動分析、10億米ドル、2023年および2030年
• オンショア
• オフショア
• ニアショア

第6章 CX・BPO市場：サポートチャネル別の推定・動向分析

• セグメントダッシュボード
• CX・BPO市場：サポートチャネル別の変動分析、10億米ドル、2023年および2030年
• ボイスあり
• ボイスなし

第7章 CX・BPO市場：最終用途別の推定・動向分析

• セグメントダッシュボード
• CX・BPO市場：最終用途別変動分析、10億米ドル、2023年および2030年
• 自動車
• BFSI
• ヘルスケア
• 製造業
• メディアとエンターテイメント
• ITと通信
• 教育
• 小売り
• 旅行とホスピタリティ
• eコマース
• その他

第8章 CX・BPO市場：地域別の推定・動向分析

• CX・BPOの地域別市場シェア、2023年および2030年
• 北米
  • 市場規模の推定と予測、2018～2030年
  • サービスタイプ別、2018～2030年
  • アウトソーシングの種類別、2018～2030年
  • サポートチャネル別、2018～2030年
  • 最終用途別、2018～2030年
  • 米国
  • カナダ
• 欧州
  • 市場規模の推定と予測、2018～2030年
  • サービスタイプ別、2018～2030年
  • アウトソーシング別の種類別、2018～2030年
  • サポートチャネル別、2018～2030年
  • 最終用途別、2018～2030年
  • 英国
  • ドイツ
  • フランス
• アジア太平洋地域
  • 市場規模の推定と予測、2018～2030年
  • サービスタイプ別、2018～2030年
  • アウトソーシングの種類別、2018～2030年
  • サポートチャネル別、2018～2030年
  • 最終用途別、2018～2030年
  • 中国
  • インド
  • 日本
  • オーストラリア
  • 韓国
• ラテンアメリカ
  • 市場規模の推定と予測、2018～2030年
  • サービスタイプ別、2018～2030年
  • アウトソーシングの種類別、2018～2030年
  • サポートチャネル別、2018～2030年
  • 最終用途別、2018～2030年
  • ブラジル
  • メキシコ
• 中東とアフリカ
  • 市場規模の推定と予測、2018～2030年
  • サービスタイプ別、2018～2030年
  • アウトソーシングの種類別、2018～2030年
  • サポートチャネル別、2018～2030年
  • 最終用途別、2018～2030年
  • アラブ首長国連邦
  • サウジアラビア
  • 南アフリカ

第9章 競合情勢

• 主要市場参入企業による最近の動向と影響分析
• 企業の分類
• 企業の市場シェア分析
• 企業ヒートマップ分析
• 戦略マッピング
  • 拡大
  • 合併と買収
  • パートナーシップとコラボレーション
  • 新製品の発売
  • 研究開発
• 企業プロファイル
  • Accenture Plc
  • Automatic Data Processing, Inc.
  • Cognizant
  • Concentrix Corporation
  • Firstsource Solutions
  • Fusion BPO Services Group
  • Genpact
  • Infosys Limited
  • International Business Machines Corporation
  • Tata Consultancy Services
  • Teleperformance
  • TELUS International
  • Unity Communications
  • Wipro Enterprises Private Limited
  • WNS Global

List of Tables

• Table 1 Customer Experience Business Process Outsourcing market 2018 - 2030 (USD Billion)
• Table 2 Global customer experience business process outsourcing market estimates and forecasts by region 2018 - 2030 (USD Billion)
• Table 3 Global customer experience business process outsourcing market estimates and forecasts by service type 2018 - 2030 (USD Billion)
• Table 4 Global customer experience business process outsourcing market estimates and forecasts by outsourcing type 2018 - 2030 (USD Billion)
• Table 5 Global customer experience business process outsourcing market estimates and forecasts by support channel 2018 - 2030 (USD Billion)
• Table 6 Global customer experience business process outsourcing market estimates and forecasts by end-use 2018 - 2030 (USD Billion)
• Table 7 Service type market by region, 2018 - 2030 (USD Billion)
• Table 8 Inbound market by region, 2018 - 2030 (USD Billion)
• Table 9 Outbound market by region, 2018 - 2030 (USD Billion)
• Table 10 Outsourcing type market by region, 2018 - 2030 (USD Billion)
• Table 11 Onshore market by region, 2018 - 2030 (USD Billion)
• Table 12 Offshore market by region, 2018 - 2030 (USD Billion)
• Table 13 Nearshore market by region, 2018 - 2030 (USD Billion)
• Table 14 Support channel market by region, 2018 - 2030 (USD Billion)
• Table 15 Voice market by region, 2018 - 2030 (USD Billion)
• Table 16 Non-voice market by region, 2018 - 2030 (USD Billion)
• Table 17 Chats market by region, 2018 - 2030 (USD Billion)
• Table 18 Email market by region, 2018 - 2030 (USD Billion)
• Table 19 Others market by region, 2018 - 2030 (USD Billion)
• Table 20 End use market by region, 2018 - 2030 (USD Billion)
• Table 21 Automotive market by region, 2018 - 2030 (USD Billion)
• Table 22 BFSI market by region, 2018 - 2030 (USD Billion)
• Table 23 Healthcare market by region, 2018 - 2030 (USD Billion)
• Table 24 Manufacturing market by region, 2018 - 2030 (USD Billion)
• Table 25 Media & Entertainment market by region, 2018 - 2030 (USD Billion)
• Table 26 IT & Telecommunications market by region, 2018 - 2030 (USD Billion)
• Table 27 Education market by region, 2018 - 2030 (USD Billion)
• Table 28 Retail market by region, 2018 - 2030 (USD Billion)
• Table 29 Travel & Hospitality market by region, 2018 - 2030 (USD Billion)
• Table 30 E-commerce market by region, 2018 - 2030 (USD Billion)
• Table 31 Others market by region, 2018 - 2030 (USD Billion)
• Table 32 North America customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 33 North America customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 34 North America customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 35 North America customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 36 U.S. customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 37 U.S. customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 38 U.S. customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 39 U.S. customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 40 Canada customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 41 Canada customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 42 Canada customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 43 Canada customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 44 Europe customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 45 Europe customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 46 Europe customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 47 Europe customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 48 UK customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 49 UK customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 50 UK customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 51 UK customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 52 Germany customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 53 Germany customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 54 Germany customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 55 Germany customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 56 France customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 57 France customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 58 France customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 59 France customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 60 Asia Pacific customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 61 Asia Pacific customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 62 Asia Pacific customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 63 Asia Pacific customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 64 China customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 65 China customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 66 China customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 67 China customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 68 India customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 69 India customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 70 India customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 71 India customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 72 Japan customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 73 Japan customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 74 Japan customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 75 Japan customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 76 Australia customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 77 Australia customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 78 Australia customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 79 Australia customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 80 South Korea customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 81 South Korea customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 82 South Korea customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 83 South Korea customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 84 Latin America customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 85 Latin America customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 86 Latin America customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 87 Latin America customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 88 Brazil customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 89 Brazil customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 90 Brazil customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 91 Brazil customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 92 Mexico customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 93 Mexico customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 94 Mexico customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 95 Mexico customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 96 MEA customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 97 MEA customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 98 MEA customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 99 MEA customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 100 UAE customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 101 UAE customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 102 UAE customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 103 UAE customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 104 Saudi Arabia customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 105 Saudi Arabia customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 106 Saudi Arabia customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 107 Saudi Arabia customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)
• Table 108 South Africa customer experience business process outsourcing market, by service type, 2018 - 2030 (Revenue, USD Billion)
• Table 109 South Africa customer experience business process outsourcing market, by outsourcing type, 2018 - 2030 (Revenue, USD Billion)
• Table 110 South Africa customer experience business process outsourcing market, by support channel, 2018 - 2030 (Revenue, USD Billion)
• Table 111 South Africa customer experience business process outsourcing market, by end-use, 2018 - 2030 (Revenue, USD Billion)

List of Figures

• Fig. 1 Customer Experience Business Process Outsourcing Market Segmentation
• Fig. 2 Market landscape
• Fig. 3 Information Procurement
• Fig. 4 Data Analysis Models
• Fig. 5 Market Formulation and Validation
• Fig. 6 Data Validating & Publishing
• Fig. 7 Market Snapshot
• Fig. 8 Segment Snapshot (1/2)
• Fig. 9 Segment Snapshot (2/2)
• Fig. 10 Competitive Landscape Snapshot
• Fig. 11 Customer Experience Business Process Outsourcing Market: Industry Value Chain Analysis
• Fig. 12 Customer Experience Business Process Outsourcing Market: Market Dynamics
• Fig. 13 Customer Experience Business Process Outsourcing Market: PORTER's Analysis
• Fig. 14 Customer Experience Business Process Outsourcing Market: PESTEL Analysis
• Fig. 15 Customer Experience Business Process Outsourcing Market Share by Service Type, 2023 & 2030 (USD Billion)
• Fig. 16 Customer Experience Business Process Outsourcing Market, by Service Type: Market Share, 2023 & 2030
• Fig. 17 Inbound Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 18 Outbound Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 19 Customer Experience Business Process Outsourcing Market Share by Outsourcing Type, 2023 & 2030 (USD Billion)
• Fig. 20 Customer Experience Business Process Outsourcing Market, by Outsourcing Type: Market Share, 2023 & 2030
• Fig. 21 Onshore Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 22 Offshore Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 23 Nearshore Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 24 Customer Experience Business Process Outsourcing Market Share by Support Channel, 2023 & 2030 (USD Billion)
• Fig. 25 Customer Experience Business Process Outsourcing Market, by Support Channel: Market Share, 2023 & 2030
• Fig. 26 Voice Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 27 Non-voice Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 28 Chats Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 29 Email Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 30 Others Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 31 Customer Experience Business Process Outsourcing Market Share by End-use, 2023 & 2030 (USD Billion)
• Fig. 32 Customer Experience Business Process Outsourcing Market, by End-use: Market Share, 2023 & 2030
• Fig. 33 Automotive Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 34 BFSI Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 35 Healthcare Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 36 Manufacturing Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 37 Media & Entertainment Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 38 IT & Telecommunications Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 39 Education Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 40 Retail Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 41 Travel & Hospitality Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 42 E-commerce Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 43 Others Market Estimates & Forecasts, 2018 - 2030 (Revenue, USD Billion)
• Fig. 44 Regional Marketplace: Key Takeaways
• Fig. 45 Regional Marketplace: Key Takeaways
• Fig. 46 North America Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 47 U.S. Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 48 Canada Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 49 Europe Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 50 UK Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030,) (USD Billion)
• Fig. 51 Germany Customer Experience Business Process Outsourcing Market Estimates and Forecasts (2018 - 2030,) (USD Billion)
• Fig. 52 France Customer Experience Business Process Outsourcing Market Estimates and Forecasts (2018 - 2030,) (USD Billion)
• Fig. 53 Asia Pacific Customer Experience Business Process Outsourcing Market Estimates and Forecast, 2018 - 2030 (USD Billion)
• Fig. 54 China Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 55 Japan Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 56 India Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 57 South Korea Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 58 Australia Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 59 Latin America Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 60 Brazil Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 61 Mexico Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 62 MEA Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 63 Saudi Arabia Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 64 UAE Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 65 South Africa Customer Experience Business Process Outsourcing Market Estimates and Forecasts, 2018 - 2030 (USD Billion)
• Fig. 66 Key Company Categorization
• Fig. 67 Company Market Positioning
• Fig. 68 Key Company Market Share Analysis, 2023
• Fig. 69 Strategic Framework

Customer Experience Business Process Outsourcing Market Growth & Trends:

The global customer experience business process outsourcing market is anticipated to reach USD 199.83 billion by 2030 and is projected to grow at a CAGR of 11.9% from 2024 to 2030, according to a new report by Grand View Research, Inc. CX BPO involves the contracting of customer experience operations and responsibilities of specific business functions to an external service provider. The rise in demand for CX BPO services can be attributed to benefits such as reduced costs, enhanced service quality, and increased flexibility. Furthermore, businesses are increasingly focusing on new technologies such as social networking, enhanced cloud computing & security, and process automation to reduce operational costs and improve profitability. CX BPO services can further improve the efficiency of the services offered by end-user businesses by leveraging the benefits of these emerging technologies, thus, driving the growth of the market.

Customer experience BPO vendors can also utilize voice recognition and chatbots to manage customer service issues swiftly, effectively, and accurately. Customer experience BPO organizations can work more quickly, execute better, and produce top-notch outcomes at a reasonable cost with artificial intelligence. Consumer journey mapping can also help businesses better identify all the situations and modes of engagement their potential customers go through. Voice recognition has recently undergone advancements and breakthroughs, enabling BPO firms to cut costs significantly, increase productivity, and improve customer service. Thus, driving the growth of the market.

Increasing demand for CX BPO services is encouraging various market players to expand their service portfolios and customer bases by adopting various business strategies. For instance, in September 2023, private investment firm Skyview Capital acquired Faneuil, LLC, a BPO firm that specializes in technical support and customer experience services for the healthcare, government, and public utilities industries. This strategic acquisition would assist Skyview Capital in strengthening its market position in the global CX BPO market and increasing its customer base. Furthermore, in September 2023, DATAMARK, Inc., a global contact center BPO firm, joined the partner ecosystem of the cloud-based contact center platform provider SuccessKPI, Inc. to assist enterprise businesses in their migration to cloud contact centers. Owing to this partner ecosystem, DATAMARK, Inc.'s customers would be able to deploy SuccessKPI, Inc.'s cloud-based platform and improve their customer satisfaction.

Customer Experience Business Process Outsourcing Market Report Highlights:

• The outbound service type segment is anticipated to register the fastest CAGR from 2024 to 2030 in the market. Technological advancements and digitization initiatives are crucial for the growth and evolution of the outbound segment. CX BPO providers use several modern technologies, such as AI-driven analytics, predictive dialing technicians, cloud-based platforms, and integrated CRM systems, to improve operational efficiency, optimize workflows, and create improved customer experiences
• The nearshore outsourcing type segment is expected to grow at a significant CAGR in the forecast period. A large number of recent graduates, certified professionals, and seasoned specialists can be accessed in nearshore outsourcing locations such as Mexico, Colombia, Poland, and Romania. These staff members can support various business functions, such as sales, customer service, technical support, and back-office operations
• Non-voice segment is anticipated to register notable CAGR from 2024 to 2030. Chatbots, virtual assistants, and conversational agents, driven by AI, are enabling real-time question response; 24-hour customer assistance; and dynamic, context-aware engagements across digital channels. The rise of data-driven personalization and hyper-personalized engagement strategies is expected to determine the future of the non-voice segment, allowing organizations and BPO providers to customize conversations across diverse digital channels
• The Asia Pacific region is anticipated to grow at the fastest CAGR over the forecast period. Supportive government initiatives for digitalization, rising smart city projects, and significant penetration by global market players are some of the prominent factors driving the Asia Pacific market growth
• In June 2023, Alorica, Inc., customer experience solutions provider, partnered with Sanas, a developer of artificial intelligence linguistic translation software, to integrate real-time accent translation capabilities into Alorica, Inc.'s worldwide customer experience product. Through this collaboration, Alorica, Inc. aims to address communication issues created by varying dialects and accents throughout its global operations. Sanas' technology improves comprehension and fluency in many languages, allowing customer support representatives to choose the most understandable accent in real time, assuring authentic and clear interactions.

Table of Contents

Chapter 1. Methodology and Scope

• 1.1. Market Segmentation and Scope
• 1.2. Market Definitions
• 1.3. Research Methodology
  • 1.3.1. Information Procurement
  • 1.3.2. Information or Data Analysis
  • 1.3.3. Market Formulation & Data Visualization
  • 1.3.4. Data Validation & Publishing
• 1.4. Research Scope and Assumptions
  • 1.4.1. List of Data Sources

Chapter 2. Executive Summary

• 2.1. Market Outlook
• 2.2. Segment Outlook
• 2.3. Competitive Insights

Chapter 3. Customer Experience Business Process Outsourcing Market Variables, Trends, & Scope

• 3.1. Market Introduction/Lineage Outlook
• 3.2. Industry Value Chain Analysis
• 3.3. Market Dynamics
  • 3.3.1. Market Drivers Analysis
  • 3.3.2. Market Restraints Analysis
  • 3.3.3. Market Opportunity Analysis
• 3.4. Customer Experience Business Process Outsourcing Market Analysis Tools
  • 3.4.1. Porter's Analysis
    • 3.4.1.1. Bargaining power of the suppliers
    • 3.4.1.2. Bargaining power of the buyers
    • 3.4.1.3. Threats of substitution
    • 3.4.1.4. Threats from new entrants
    • 3.4.1.5. Competitive rivalry
  • 3.4.2. PESTEL Analysis
    • 3.4.2.1. Political landscape
    • 3.4.2.2. Economic and Social landscape
    • 3.4.2.3. Technological landscape
    • 3.4.2.4. Environmental landscape
    • 3.4.2.5. Legal landscape

Chapter 4. Customer Experience Business Process Outsourcing Market: Service Type Estimates & Trend Analysis

• 4.1. Segment Dashboard
• 4.2. Customer Experience Business Process Outsourcing Market: Service Type Movement Analysis, USD Billion, 2023 & 2030
• 4.3. Inbound
  • 4.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 4.4. Outbound
  • 4.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 5. Customer Experience Business Process Outsourcing Market: Outsourcing Type Estimates & Trend Analysis

• 5.1. Segment Dashboard
• 5.2. Customer Experience Business Process Outsourcing Market: Outsourcing Type Movement Analysis, USD Billion, 2023 & 2030
• 5.3. Onshore
  • 5.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 5.4. Offshore
  • 5.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 5.5. Nearshore
  • 5.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 6. Customer Experience Business Process Outsourcing Market: Support Channel Estimates & Trend Analysis

• 6.1. Segment Dashboard
• 6.2. Customer Experience Business Process Outsourcing Market: Support Channel Movement Analysis, USD Billion, 2023 & 2030
• 6.3. Voice
  • 6.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 6.4. Non-voice
  • 6.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 6.4.2. Chats
    • 6.4.2.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 6.4.3. Email
    • 6.4.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 6.4.4. Others
    • 6.4.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 7. Customer Experience Business Process Outsourcing Market: End-use Estimates & Trend Analysis

• 7.1. Segment Dashboard
• 7.2. Customer Experience Business Process Outsourcing Market: End-use Movement Analysis, USD Billion, 2023 & 2030
• 7.3. Automotive
  • 7.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.4. BFSI
  • 7.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.5. Healthcare
  • 7.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.6. Manufacturing
  • 7.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.7. Media & Entertainment
  • 7.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.8. IT & Telecommunications
  • 7.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.9. Education
  • 7.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.10. Retail
  • 7.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.11. Travel & Hospitality
  • 7.11.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.12. E-commerce
  • 7.12.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
• 7.13. Others
  • 7.13.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)

Chapter 8. Customer Experience Business Process Outsourcing Market: Regional Estimates & Trend Analysis

• 8.1. Customer Experience Business Process Outsourcing Market Share by Region, 2023 & 2030 (USD Billion)
• 8.2. North America
  • 8.2.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 8.2.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
  • 8.2.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
  • 8.2.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
  • 8.2.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.2.6. U.S.
    • 8.2.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.2.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.2.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.2.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.2.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.2.7. Canada
    • 8.2.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.2.7.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.2.7.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.2.7.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.2.7.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
• 8.3. Europe
  • 8.3.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 8.3.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
  • 8.3.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
  • 8.3.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
  • 8.3.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.3.6. UK
    • 8.3.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.3.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.3.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.3.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.3.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.3.7. Germany
    • 8.3.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.3.7.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.3.7.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.3.7.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.3.7.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.3.8. France
    • 8.3.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.3.8.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.3.8.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.3.8.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.3.8.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
• 8.4. Asia Pacific
  • 8.4.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 8.4.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
  • 8.4.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
  • 8.4.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
  • 8.4.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.4.6. China
    • 8.4.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.4.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.4.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.4.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.4.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.4.7. India
    • 8.4.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.4.7.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.4.7.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.4.7.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.4.7.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.4.8. Japan
    • 8.4.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.4.8.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.4.8.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.4.8.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.4.8.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.4.9. Australia
    • 8.4.9.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.4.9.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.4.9.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.4.9.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.4.9.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.4.10. South Korea
    • 8.4.10.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.4.10.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.4.10.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.4.10.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.4.10.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
• 8.5. Latin America
  • 8.5.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 8.5.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
  • 8.5.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
  • 8.5.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
  • 8.5.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.5.6. Brazil
    • 8.5.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.5.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.5.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.5.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.5.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.5.7. Mexico
    • 8.5.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.5.7.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.5.7.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.5.7.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.5.7.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
• 8.6. Middle East & Africa
  • 8.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
  • 8.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
  • 8.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
  • 8.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
  • 8.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.6.6. UAE
    • 8.6.6.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.6.6.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.6.6.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.6.6.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.6.6.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.6.7. Saudi Arabia
    • 8.6.7.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.6.7.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.6.7.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.6.7.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.6.7.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)
  • 8.6.8. South Africa
    • 8.6.8.1. Market Size Estimates and Forecasts, 2018 - 2030 (USD Billion)
    • 8.6.8.2. Market Size Estimates and Forecasts by Service Type, 2018 - 2030 (USD Billion)
    • 8.6.8.3. Market Size Estimates and Forecasts by Outsourcing Type, 2018 - 2030 (USD Billion)
    • 8.6.8.4. Market Size Estimates and Forecasts by Support Channel, 2018 - 2030 (USD Billion)
    • 8.6.8.5. Market Size Estimates and Forecasts by End-use, 2018 - 2030 (USD Billion)

Chapter 9. Competitive Landscape

• 9.1. Recent Developments & Impact Analysis by Key Market Participants
• 9.2. Company Categorization
• 9.3. Company Market Share Analysis
• 9.4. Company Heat Map Analysis
• 9.5. Strategy Mapping
  • 9.5.1. Expansion
  • 9.5.2. Mergers & Acquisition
  • 9.5.3. Partnerships & Collaborations
  • 9.5.4. New Product Launches
  • 9.5.5. Research And Development
• 9.6. Company Profiles
  • 9.6.1. Accenture Plc
    • 9.6.1.1. Participant's Overview
    • 9.6.1.2. Financial Performance
    • 9.6.1.3. Product Benchmarking
    • 9.6.1.4. Recent Developments
  • 9.6.2. Automatic Data Processing, Inc.
    • 9.6.2.1. Participant's Overview
    • 9.6.2.2. Financial Performance
    • 9.6.2.3. Product Benchmarking
    • 9.6.2.4. Recent Developments
  • 9.6.3. Cognizant
    • 9.6.3.1. Participant's Overview
    • 9.6.3.2. Financial Performance
    • 9.6.3.3. Product Benchmarking
    • 9.6.3.4. Recent Developments
  • 9.6.4. Concentrix Corporation
    • 9.6.4.1. Participant's Overview
    • 9.6.4.2. Financial Performance
    • 9.6.4.3. Product Benchmarking
    • 9.6.4.4. Recent Developments
  • 9.6.5. Firstsource Solutions
    • 9.6.5.1. Participant's Overview
    • 9.6.5.2. Financial Performance
    • 9.6.5.3. Product Benchmarking
    • 9.6.5.4. Recent Developments
  • 9.6.6. Fusion BPO Services Group
    • 9.6.6.1. Participant's Overview
    • 9.6.6.2. Financial Performance
    • 9.6.6.3. Product Benchmarking
    • 9.6.6.4. Recent Developments
  • 9.6.7. Genpact
    • 9.6.7.1. Participant's Overview
    • 9.6.7.2. Financial Performance
    • 9.6.7.3. Product Benchmarking
    • 9.6.7.4. Recent Developments
  • 9.6.8. Infosys Limited
    • 9.6.8.1. Participant's Overview
    • 9.6.8.2. Financial Performance
    • 9.6.8.3. Product Benchmarking
    • 9.6.8.4. Recent Developments
  • 9.6.9. International Business Machines Corporation
    • 9.6.9.1. Participant's Overview
    • 9.6.9.2. Financial Performance
    • 9.6.9.3. Product Benchmarking
    • 9.6.9.4. Recent Developments
  • 9.6.10. Tata Consultancy Services
    • 9.6.10.1. Participant's Overview
    • 9.6.10.2. Financial Performance
    • 9.6.10.3. Product Benchmarking
    • 9.6.10.4. Recent Developments
  • 9.6.11. Teleperformance
    • 9.6.11.1. Participant's Overview
    • 9.6.11.2. Financial Performance
    • 9.6.11.3. Product Benchmarking
    • 9.6.11.4. Recent Developments
  • 9.6.12. TELUS International
    • 9.6.12.1. Participant's Overview
    • 9.6.12.2. Financial Performance
    • 9.6.12.3. Product Benchmarking
    • 9.6.12.4. Recent Developments
  • 9.6.13. Unity Communications
    • 9.6.13.1. Participant's Overview
    • 9.6.13.2. Financial Performance
    • 9.6.13.3. Product Benchmarking
    • 9.6.13.4. Recent Developments
  • 9.6.14. Wipro Enterprises Private Limited
    • 9.6.14.1. Participant's Overview
    • 9.6.14.2. Financial Performance
    • 9.6.14.3. Product Benchmarking
    • 9.6.14.4. Recent Developments
  • 9.6.15. WNS Global
    • 9.6.15.1. Participant's Overview
    • 9.6.15.2. Financial Performance
    • 9.6.15.3. Product Benchmarking
    • 9.6.15.4. Recent Developments