Product Code: US43176517
This IDC study presents forecasts of spending (customer expenditures) for the offshore-based horizontal BPO services market for 2017-2021 that includes HR, finance and accounting, procurement, and customer care by four importing regions (United States, Canada, EMEA, APAC). This study includes advice to providers of BPO services, an analysis of key market and industry trends by the importing market, key market drivers and inhibitors, significant market developments, and highlights of key changes from the prior forecast. This study also updates the previous forecast published in Worldwide Offshore-Based Horizontal BPO Services Forecast, 2016-2020 (IDC #US40787516, November 2016)."The offshore BPO services market is facing increasing challenges driven by geopolitical instability, customer shift to new service models (e.g., cloud), and increasing pressure to automate labor processes, all of which will require making fundamental changes to their businesses," says David Tapper, vice president, Outsourcing and Managed Cloud Services at IDC. "Key areas of focus that will enable offshore BPO providers to maintain a competitive edge must include offering more business advisory services, developing comprehensive AI strategy and investments, investing in local talent, going beyond the basics for analytics, and developing strategic KPIs to benchmark against disruptive models."
IDC Market Forecast Figure
Executive Summary
Advice for Service Providers
Market Forecast
- Worldwide Offshore-Based Horizontal BPO Services Spending Forecast
- Forecasts by Importing Regions
- U.S. Offshore-Based Horizontal BPO Services Spending Forecast
- Import Tariffs and Labor Restrictions
- Analytics
- Blockchain
- Automation
- Business Process as a Service
- Canada Offshore-Based Horizontal BPO Services Spending Forecast
- EMEA Offshore-Based Horizontal BPO Services Spending Forecast
- APAC Offshore-Based Horizontal BPO Services Spending Forecast
Market Context
- Drivers and Inhibitors
- Drivers
- Optimizing Financial Management
- Supporting Critical Business Needs
- Inhibitors
- Security
- Quality of Service
- Substitution
- Significant Market Developments
- Blockchain
- Platforms
- Automation
- Productivity Trends
- Changes from Prior Forecast
Market Definition
- What Is Not Covered
- Local Players
- Captive and Channel Customer Expenditures
- Offshore R&D/Engineering Services or IT Service Activities
- Offshore Versus Nearshore
- Offshore Versus Outsourcing
- Offshore Player Versus Local Player Market
- Total Offshore Market
- A Note on Cloud
- A Note on the Term "Managed Services"
Methodology
Related Research
