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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