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市場調查報告書
決策組合：客服中心委外服務企業的選擇（競爭分析）
Decision Matrix: Selecting a Contact Center Outsourcing Vendor
| 出版商 |
Datamonitor |
| 出版日期 |
2008年02月 |
商品編碼 |
63730 |
| 內容資訊 |
英文 35 pages |
| 價格 |
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本報告已在2011年07月19日停止出版。
本報告書內容包括：主要9家客服中心委外服務企業的分析。內容綱要摘記如下：
Datamonitor的觀點
市場發展
- 美元下跌的影響
- 居家工作者增加
- 朝「rightshoring」轉變
市場領導者
企業分析
- Convergys
- EDS
- ICT Group
- Minacs
- Sitel
- Stream
- Sykes
- TeleTech
- Teleperformance
- 其他
附錄
圖表
Abstract
Overview
Introduction
This project details the principal contact center outsourcing vendors, and
provides analysis on their capacities.
Scope
- An analysis of nine contact center outsourcers related to their market
impact
- An analysis of nine contact center outsourcers related to their end user
satisfaction scores
- An analysis of nine contact center outsourcers related to their services &
technologies offerings
- Datamonitor' s recommendations based on shortlist, consider and explore
categories
Report Highlights
The current contact center outsourcing vendor market is extremely competitive,
especially among top-tier vendors
In addition, key differentiators include multishoring capabilities, vertical
expertise and horizontal functionality
End user sentiment among vendors analyzed varied significantly
Reasons to Purchase
- Learn about the vendors Datamonitor categorizes among shortlisted
outsourcers
- Understand what to look for in a contact center outsourcing partner and
what the nine vendors profiled have to offer
- Know the capacities of each vendor profiled, based upon end user
sentiment, market impact and services & technologies
Table of Contents
- DATAMONITOR VIEW
- MARKET DEVELOPMENTS
- Margin pressure due to the declining USD
- Rise of home-based agents
- Move toward ' rightshoring'
- Agent attrition
- Contact center outsourcing decision matrix
- Market leaders: Teleperformance, Sitel, Convergys, EDS and Teletech
- The challengers: Minacs, ICT Group GROUP, Stream and Sykes
- MARKET LEADERS
- Market leaders- services and technologies
- Market leaders - End user sentiment
- Market leaders - Impact
- VENDOR ANALYSIS
- Convergys
- Recommendation: Shortlist
- EDS
- Recommendation: Shortlist
- ICT Group
- Minacs
- Sitel
- Recommendation: Shortlist
- Stream
- Sykes
- TeleTech
- Recommendation: Shortlist
- Teleperformance
- Recommendation: Shortlist
- Other notable CCOS vendors
- Atento
- Dimension Data CIS ¥ Merchants
- Telvista
- Transcom
- Xceed
- APPENDIX
- Summary scores
- Methodology
- Extended methodology
- End user sentiment
- Market impact
- Services & technologies
- Ask the analyst
- Datamonitor consulting
- Disclaimer
- List of Tables
- Table 1: The CCOS Decision Matrix
- Table 2: CCOS Decision Matrix - vendor scores summary
- List of Figures
- Figure 1: USD versus CAD, 2006 - 2008
- Figure 2: Global home agent growth, 2006 - 2012
- Figure 3: The CCOS Decision Matrix
- Figure 4: Market leaders: services & technologies
- Figure 5: Market leaders: end user sentiment
- Figure 6: Market leaders: market impact
- Figure 7: The Convergys CCOS radars
- Figure 8: The EDS CCOS radars
- Figure 9: The ICT CCOS radars
- Figure 10: The Minacs CCOS radars
- Figure 11: The Sitel CCOS radars
- Figure 12: The Stream CCOS radars
- Figure 13: The Sykes CCOS radars
- Figure 14: The TeleTech CCOS radars
- Figure 15: The Teleperformance CCOS radars
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