Abstract
This IDC study examines the ever-evolving contact center services market and
competitive landscape. This year' s document profiles 36 BPO providers that are
solid examples of leadership and innovation, placing them against key
developments in the space and locating a select group of them within IDC' s
Leadership Grid. In the process, it addresses issues such as:
- How is today' s business environment influencing some of the trends in the contact center space?
- Who are the customer care BPO services market leaders, innovators, and possible up-and-coming players?
- What strategic moves are some of the best service providers making in light of changing times?
"In 2008, it is important to examine a wide range of contact center players
across the globe so as to appreciate just how competitive this space has
become. Moreover, with the onslaught of grim economic news and a generally
unstable business environment, these are tenuous times. This competitive
landscape study looks at 36 of the top players finding their way in a new world
of outsourced customer care." - Stephen Loynd, program manager, Contact Center
Services program
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