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市場調查報告書

客服中心外包的亞太地區市場

Contact Center Outsourcing Market in the APAC Region 2015-2019

出版商 TechNavio (Infiniti Research Ltd.) 商品編碼 324485
出版日期 內容資訊 英文 67 Pages
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客服中心外包的亞太地區市場 Contact Center Outsourcing Market in the APAC Region 2015-2019
出版日期: 2015年02月11日 內容資訊: 英文 67 Pages
簡介

亞太地區客服中心外包市場上,通訊及銀行、金融服務、保險產業 (BFSI) 的需求佔多數。亞太地區客服中心外包的市場規模,從2014年到2019年之間,預計以11.76%的年複合成長率擴大。此成長的要素之一為,企業中對降低成本的需求高漲的。

本報告提供亞太地區客服中心外包市場的相關分析、各終端用戶產業市場規模和今後的預測、市場成長因素與課題、主要供應商的簡介等。

第1章 摘要整理

第2章 簡稱清單

第3章 調查範圍

  • 市場概要
  • 解決方案

第4章 市場調查手法

  • 市場調查流程
  • 調查手法

第5章 簡介

第6章 市場形勢

  • 市場概要
  • 市場規模與預測
  • 波特的五力分析

第7章 各終端用戶的市場分類

  • 亞太地區的各終端用戶客服中心外包市場

第8章 購買標準

第9章 市場成長因素

第10章 成長因素與其影響

第11章 市場課題

第12章 成長因素與課題的影響

第13章 市場趨勢

第14章 趨勢與其影響

第15章 業者情勢

  • 競爭情形
  • 有力供應商
    • 247
    • Alorica
    • CGS
    • Convergys
    • Genpact
    • HGS
    • Infomedia Nusantara
    • NTT Solco
    • Salmat
    • Scicom
    • Sykes
    • West

第16章 主要供應商分析

  • IBM
  • HP
  • Teleperformance
  • Sitel

第17章 相關報告

目錄
Product Code: IRTNTR5241

About Contact Center Outsourcing

Contact centers act as a central point in an enterprise from where all customer contacts are managed. They play a prominent role within an enterprise's broad customer management strategies. Currently, contact centers are adopting new technologies to perform multichannel operations. This results in better customer experience and enables customer expectations to be met with advanced level of interaction. Companies are outsourcing their contact center functions to third-party service providers. It helps client firms to increase their operational efficiency, enhance the customer experience, concentrate on their core competencies, reduce time-to-market, obtain access to fresh talent and experience along with latest technologies, and build an organization with an economical cost structure in the long run.

TechNavio's analysts forecast the Contact Center Outsourcing market in the APAC region to grow at a CAGR of 11.76 percent over the period 2014-2019.

Covered in this Report

This report covers the present scenario and the growth prospects of the Contact Center Outsourcing market in the APAC region for the period 2015-2019.

TechNavio's report, the Contact Center Outsourcing Market in APAC Region 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. It covers the landscape of the Contact Center Outsourcing market in the APAC region and its growth prospects in the future. It provides a detailed discussion of the key vendors operating in this market.

Key Vendors

  • HP
  • IBM
  • Sitel
  • Teleperformance

Other Prominent Vendors

  • [24]7
  • Alorica
  • CGS
  • Convergys
  • Genesys
  • Genpact
  • HGS
  • Infomedia Nusantara
  • NTT Solco
  • Salmat
  • Scicom
  • Sykes
  • Teletech
  • Transcosmos
  • VADS
  • VXI
  • West
  • WNS
  • Xerox

Key Market Driver

  • Growing Need for Cost Reduction
  • For a full, detailed list, view our report

Key Market Challenge

  • Emergence of Other Contact Center Outsourcing Locations
  • For a full, detailed list, view our report

Key Market Trend

  • Emerging Interest from SMBs
  • For a full, detailed list, view our report

Key Questions Answered in this Report

  • What will the market size be in 2018 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?

Table of Contents

01. Executive Summary

02. List of Abbreviations

03. Scope of the Report

  • 03.1. Market Overview
  • 03.2. Solutions Offerings

04. Market Research Methodology

  • 04.1. Market Research Process
  • 04.2. Research Methodology

05. Introduction

06. Market Landscape

  • 06.1. Market Overview
  • 06.2. Market Size and Forecast
  • 06.3. Five Forces Analysis

07. Market Segmentation by End-users

  • 07.1. Contact Center Outsourcing Market in APAC by End-users, 2014

08. Buying Criteria

09. Market Growth Drivers

10. Drivers and their Impact

11. Market Challenges

12. Impact of Drivers and Challenges

13. Market Trends

14. Trends and their Impact

15. Vendor Landscape

  • 15.1. Key Vendors, 2014
  • 15.2. Other Prominent Vendors
    • 15.2.1. [24]7
    • 15.2.2. Alorica
    • 15.2.3. CGS
    • 15.2.4. Convergys
    • 15.2.5. Genpact
    • 15.2.6. HGS
    • 15.2.7. Infomedia Nusantara
    • 15.2.8. NTT Solco
    • 15.2.9. Salmat
    • 15.2.10. Scicom
    • 15.2.11. Sykes
    • 15.2.12. West

16. Key Vendor Analysis

  • 16.1. IBM
    • 16.1.1. Key Facts
    • 16.1.2. Business Description
    • 16.1.3. Business Segmentation
    • 16.1.4. Revenue Segmentation by Business Segment
    • 16.1.5. Revenue Segmentation by Business Operation
    • 16.1.6. Revenue Comparison of Business Segments 2012 and 2013
    • 16.1.7. Revenue Segmentation by Geography
    • 16.1.8. Business Strategy
    • 16.1.9. Key Developments
    • 16.1.10. SWOT Analysis
  • 16.2. HP
    • 16.2.1. Key Facts
    • 16.2.2. Business Overview
    • 16.2.3. Business Segmentation by Revenue 2013
    • 16.2.4. Business Segmentation by Revenue 2012 and 2013
    • 16.2.5. Geographical Segmentation by Revenue 2013
    • 16.2.6. Business Strategy
    • 16.2.7. Recent Developments
    • 16.2.8. SWOT Analysis
  • 16.3. Teleperformance
    • 16.3.1. Key Facts
    • 16.3.2. Business Overview
    • 16.3.3. Revenue Segmentation by Program Type 2013
    • 16.3.4. Segmentation by Program Type 2012 and 2013
    • 16.3.5. Geographical Segmentation by Revenue 2013
    • 16.3.6. Business Segmentation by Sector 2013
    • 16.3.7. Recent Developments
    • 16.3.8. SWOT Analysis
  • 16.4. Sitel
    • 16.4.1. Key Facts
    • 16.4.2. Business Overview
    • 16.4.3. Geographical Segmentation by Revenue 2013
    • 16.4.4. Business Strategy
    • 16.4.5. Recent Developments
    • 16.4.6. SWOT Analysis

17. Other Reports in this Series

List of Exhibits

  • Exhibit 1: Market Research Methodology
  • Exhibit 2: Forms of Contact Center Outsourcing
  • Exhibit 3: Contact Center Outsourcing Market in APAC 2014-2019 (US$ billion)
  • Exhibit 4: Contact Center Outsourcing Market in APAC by End-users, 2014
  • Exhibit 5: IBM: Business Segmentation
  • Exhibit 6: IBM: Revenue Segmentation by Business 2013
  • Exhibit 7: IBM: Revenue Segmentation 2013
  • Exhibit 8: IBM: Revenue Comparison of Business Segments 2012 and 2013 (US$ million)
  • Exhibit 9: IBM: Revenue Segmentation by Geography 2013
  • Exhibit 10: HP: Business Segmentation by Revenue 2013
  • Exhibit 11: HP: Business Segmentation by Revenue 2012 and 2013 (US$ million)
  • Exhibit 12: HP: Geographical Segmentation by Revenue 2013
  • Exhibit 13: Teleperformance: Revenue Segmentation by Program Type 2013
  • Exhibit 14: Teleperformance: Segmentation by Program Type 2012 and 2013 (US$ million)
  • Exhibit 15: Teleperformance: Geographical Segmentation by Revenue 2013
  • Exhibit 16: Teleperformance: Business Segmentation by Sector 2013
  • Exhibit 17: Sitel: Geographical Segmentation by Revenue 2013
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