|[June 30, 2014]
Contact Center Outsourcing (CCO) Market Gets Better with Age: Everest Group Report
DALLAS --(Business Wire)--
With buyers maturing in sophistication, the value proposition of CCO has
moved beyond labor arbitrage; service providers are increasingly focused
on process improvement and business outcomes to deliver cost savings and
The global Contact Center Outsourcing (CCO) market grew at 7 percent in
2013, reaching US$70-75 billion. Along with a higher number of new
deals, 2013 also witnessed a high number of terminations, highlighting
buyers' intentions to consolidate their portfolio and drive more value
from current engagements.
These findings and more are discussed in a new Everest Group report, Contact
Center Outsourcing - Annual Report 2014: Changing Times, Evolving Value
the Free, Ten-Page Report Preview Deck
required. Choose "login to view preview" and follow prompts.
The followig trends exemplify the evolution of CCO services:
The last three years have seen significant investments (approximately
70 percent of all technology-related investments) in enabler
technologies such as analytics, social media and workflow management.
The inclusion of value-added services has almost doubled in 2013 (81
percent) from 2008 (48 percent).
As buyers focus on improving customer experience, service providers
are investing in onshore capabilities. In fact, almost 60 percent of
contracts signed in 2013 have significant onshore delivery components.
"As the CCO market matures, enterprise buyers are seeking ever more
value from their outsourcing contracts," said Katrina
Menzigian, vice president of research relations at Everest Group. "We
see this borne out on the buy side by a rationalization and
consolidation of service provider relationships. But, more importantly,
on the service provider side this maturation drives a significant
evolution toward more sophisticated, value-added services.
Interestingly, we witnessed a doubling of annual contract value in 2013,
which can be attributed in large part to the increased inclusion of
value-added services in new CCO deals."
High-resolution graphics illustrating the
report's key takeaways can be included in news coverage, with
attribution to Everest Group. Graphics include:
CCO Annual Contract Value doubled in one year
CCO buyers seeking additional value
non-voice channel growth has led to increased adoption of
value-added services in CCO gaining quickly
About Everest Group
Everest Group, an advisor to business
leaders on the next generation of global services, has a worldwide
reputation for helping Global 1000 firms improve performance by
optimizing back- and middle-office business services. Through practical
consulting, original research and industry resource services, Everest
Group helps clients maximize value from delivery strategies, talent and
sourcing models, technologies and management approaches. Visit www.everestgrp.com
[ InfoTech Spotlight's Homepage ]