Abstract
Overview
Introduction
This brief describes the technology requirements of enterprises and
outsourcers that are migrating some or all of their contact centers to
offshore and nearshore locations.
Scope
- Provides an overview of the major offshore and nearshore destinations.
- Sizes the population of offshore outsourced APs serving top 10
geographical markets.
- Provides an overview of the most common outsourcing scenarios.
- Sizes the outsourced contact center technology spending by region.
Report Highlights
The worldwide market for offshore outsourced contact center services will grow
at a five-year compound annual growth rate (CAGR) of 13.4% to over 300,000
offshore outsourced agent positions (APs) by 2010.
India, the Philippines and Canada are currently the biggest offshore
outsourced markets.
APAC will overtake North America in terms of outsourced technology spending by
2009.
Reasons to Purchase
- To understand the size and growth potential of the offshore outsourced
market.
- To understand the market opportunity for contact center technology in the
offshore and nearshore contact center markets.
- To understand the technology trends that will be seen in the outsourced
market over the coming years.
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