Worldwide and U.S. Customer Care and BPO Services 2005-2009 Forecast and Analysis

Table of Contents

• Table of Contents
• IDC Opinion
• In This Study
  • Methodology
  • Executive Summary
• Situation Overview
  • Introduction
  • Assessment of Current Situation
    • What Has Happened in Customer Care Services in 2004?
  • Trends in Summary
    • Key Buyer Trends
    • Key Vendor Trends
• Future Outlook
  • Forecast and Assumptions
    • Worldwide Market Review
    • Table: Worldwide and U.S. Customer Care Services Revenue, 2004 and 2009 ($M)
    • Table: Key Forecast Assumptions for the Customer Care and BPO Services Market, 2005-2009
  • Worldwide Customer Care Services: Market Forecast by Service Offering
  • Table: Worldwide Customer Care Services Revenue by Service, 2004-2009 ($M)
  • Forecast in Review
  • Outsourcing Services
  • Consulting Services
  • Worldwide Customer Care Services: Market Forecast by Region
  • Table: Worldwide Customer Care Services Revenue by Region, 2004-2009 ($M)
  • Americas
    • Regional Supply Dynamics
  • Asia/Pacific
    • Regional Supply Dynamics
  • EMEA
    • Regional Supply Dynamics
  • Worldwide Customer Care Services: Interaction Services by Service Activity
    • Service Activities
    • Table: Worldwide Customer Care Services Revenue by Service Activity, 2004-2009 ($M)
    • Campaign Mix
  • Revenue by Service Activity, 2004
  • Revenue by Service Activity, 2005 and Beyond
    • Market Size Matters
  • U.S. Customer Care Services: Market Forecast by Service Offering
    • Forecast in Review
    • Table: U.S. Customer Care Services Revenue by Service, 2004-2009 ($M)
  • U.S. Customer Care Services: Interaction Services by Service Activity
    • Service Activities
    • Table: U.S. Customer Care Services Revenue by Service Activity, 2004-2009 ($M)
    • Campaign Mix
    • Market Size Matters
• Essential Guidance
  • The Opportunity for Customer Care Service Firms
    • Distinct Value-Add
    • Winning Attributes
• Learn More
  • Related Research
  • Definitions
    • Contact Center
    • Contact Center Agent
    • Contact Center Outsourcing
    • Nearshore Outsourcing
    • Offshore Outsourcing
    • Customer Care Services
    • Client
    • Customer
    • Customer Relationship Management Services
    • Customer Data Repository
    • Text Chat
    • Web Collaboration
    • Web-Enabled Contact Center
    • Voice over Internet Protocol
    • Outbound, Inbound, and Blended Interaction
  • Methodology
    • Primary Data Sources for Sizing the Customer Care Services Market
    • Secondary Data Sources for Sizing the Customer Care Services Market
    • Worldwide Data Gathering
    • Global Regions
  • Leaders in Customer Care Services: IDCs Top 20 by 2004 Sales Revenue
  • Table: Worldwide Customer Care Services Revenue for the Top 20 Vendors, 2004
  • Synopsis