[Report] Worldwide Contact Center Services 2008 Vendor Profiles: Customer Care in Volatile Times TOC

Table of Contents
IDC Opinion
In This Study
- Methodology
- Executive Summary
Situation Overview
- Introduction
- Market Strategies
  - The Sinking Dollar
  - The Future of Captive Centers
  - India Rising?
  - Homeshoring in the United States and the Cost of Living
Future Outlook
- Vendor Profiles: IDC' s Top 5
- (in Alphabetical Order)
- Convergys
  - Analyst Comments
  - Overview
  - Revenue Breakdown
  - Figure: Convergys Revenue, 2004-2007
    - Customer Management Revenue
    - Figure: Convergys Customer Management Revenue, 2006 and 2007
  - Business Segments
    - Customer Management
      - Customer Service Solutions
      - Offshore Solutions
      - Business Process Outsourcing
      - Customer Retention Solutions
      - Direct Response Solutions
      - Technical Support Solutions
      - B2B Sales and Marketing Solutions
      - Consumer Sales and Marketing Solutions
      - Back-Office Solutions
      - Finance and Accounting Solutions
    - Information Management
      - Services
      - Managed Operations
      - Revenue Reporting
    - HR Management
  - Industries Served
  - Highlights
- Sitel
  - Analyst Comments
  - Overview
  - Revenue Breakdown
  - Figure: Sitel Revenue After Merger with ClientLogic, 2006 and 2007
  - Solutions
  - Industries Served
  - Highlights
- Teleperformance Group
  - Analyst Comments
  - Overview
  - Revenue Breakdown
    - Contribution by Region 2007
    - Figure: Teleperformance Group Revenue Share by Region, 2007
    - Revenue by Services
  - Solutions
    - Customer Care and Support
    - Acquisition Services
    - Back-Office Processing
    - Upsell/Cross-Sell
    - Fulfillment
  - Industries Served
  - Figure: Teleperformance Group Revenue Share by Industry, 2007
    - Solutions Breakdown
    - Figure: Teleperformance Group Revenue by Solution, 2007
  - Highlights
- TeleTech
  - Analyst Comments
  - Overview
  - Revenue Breakdown
  - Figure: TeleTech Revenue, 2004-2006
  - Solutions
    - Outsourcing Services
    - Professional Services
    - TeleTech OnDemand
  - Industries Served
  - Highlights
- West
  - Analyst Comments
  - Overview
  - Revenue Breakdown
  - Figure: West Revenue, 2004-2007
    - Communications Services Revenue
    - Figure: West Communications Services Revenue, 2005-2007
    - Conferencing (InterCall Subsidiary) Revenue
    - Receivables Management Revenue
  - Solutions
    - Communications Services
    - Conferencing Services
    - Receivables Management Services
  - Industries Served
  - Highlights
- Vendor Profiles: The Rest of the Best
- (in Alphabetical Order)
- Accenture
  - Overview
  - Revenue Breakdown
  - Solutions
    - Outsourcing Portfolio
    - Accenture' s BPO Offerings Include Industry-Specific and Cross-Industry Solutions
    - Industry-Specific and Custom BPO Services
    - Accenture Customer Contact BPO Services
    - Accenture Customer Contact BPO Services - Case Study Examples
      - Increased Customer Retention for a Telecommunications Client
      - Increased Call Efficiency and Effectiveness for a U.S. Telecommunications Client
      - Increased Customer Satisfaction for an Internet Service Provider
  - Highlights
- Aditya Birla Minacs
  - Overview
  - Revenue Breakdown
  - Figure: Aditya Birla Minacs Revenue, 2006 and 2007
  - Solutions
  - Industries Served
  - Highlights
- Affiliated Computer Services
  - Overview
  - Revenue Breakdown
  - Solutions
  - Industries Served
  - Highlights
- APAC Customer Services
  - Overview
  - Revenue Breakdown
  - Figure: APAC Revenue, 2004-2007
  - Solutions ("Core Practices")
  - Industries Served
  - Highlights
- Atento (Grupo Atento)
  - Overview
  - Revenue Breakdown
  - Figure: Atento Revenue, 2004-2007
  - Figure: Atento Revenue Share by Geography, 2007
  - Solutions
  - Industries Served
  - Highlights
- Capgemini
  - Overview
  - Revenue Breakdown
  - Solutions
  - CC&I Industry-Specific Focus
  - Current CC&I Delivery Footprint
  - Global BPO Strategy
  - Highlights
- Capita
  - Overview
  - Revenue Breakdown
  - Figure: Capita Revenue, 2004-2007
  - Solutions
    - Capita' s Service Offerings
  - Industries Served
  - Highlights
- CSC
  - Overview
  - Revenue Breakdown
  - Solutions
    - "High Performance" Contact Center
    - Customer Intelligence
    - Enterprise CRM Strategy Solutions
    - Marketing and Sales Solutions
  - Industries Served
- Dimension Data
  - Overview
  - Revenue Breakdown
  - Solutions
  - Industries Served
  - Highlights
- EDS
  - Overview
  - Revenue Breakdown
    - 2006 CRM Revenue by Geographic Region
    - Figure: EDS Revenue Share by Region, 2006
  - Solutions
    - BPO Services
    - BPO Service Lines
    - CRM Services
  - Highlights
- Firstsource Solutions
  - Overview
  - Revenue Breakdown
  - Figure: Firstsource Revenue, 2005-2007
  - Solutions
  - Industries Served
  - Highlights
- Genpact
  - Overview
  - Revenue Breakdown
  - Figure: Genpact Revenue, 2006 and 2007
  - Solutions
  - Industries Served
  - Highlights
- HCL BPO
  - Overview
  - Revenue Breakdown
  - Figure: HCL BPO Revenue, 2006 and 2007
  - Solutions
  - Industries Served
  - Process Mix
  - Client Profile
  - Figure: HCL BPO Client Profile
  - Highlights
- HTMT Global Solutions
  - Overview
  - Revenue Breakdown
  - Solutions
  - Industries Served
  - Highlights
- IBM CRM BTO
  - Overview
  - Revenue Breakdown
  - Solutions
  - Industries Served
  - Highlights
- ICT Group
  - Overview
  - Revenue Breakdown
  - Figure: ICT Group Revenue, 2004-2007
  - Solutions
  - Industries Served
  - Highlights
- Infosys BPO
  - Overview
  - Revenue Breakdown
  - Figure: Infosys BPO Revenue, 2005-2008
  - Solutions
  - Industries Served
  - Highlights
- NCO Group
  - Overview
  - Revenue Breakdown
  - Figure: NCO Group Revenue, 2004-2007
  - Solutions
  - Industries Served
  - Highlights
- PeopleSupport
  - Overview
  - Revenue Breakdown
  - Figure: PeopleSupport Revenue, 2005-2007
  - Solutions
  - Industries Served
  - Highlights
- Resolve Corp.
  - Overview
  - Revenue Breakdown
  - Figure: Resolve Revenue, 2006 and 2007
  - Solutions
  - Industries Served
  - Highlights
- StarTek
  - Overview
  - Revenue Breakdown
  - Figure: StarTek Revenue, 2004-2007
  - Solutions
  - Industries Served
  - Highlights
- Stream
  - Overview
  - Revenue Breakdown
  - Figure: Stream Revenue, 2004-2007
  - Solutions
  - Industries Served
  - Figure: Stream Revenue Share by Industry, 2006
  - Highlights
- Sutherland Global Services
  - Overview
  - Revenue Breakdown
  - Solutions
  - Industries Served
  - Highlights
- Sykes
  - Overview
  - Revenue Breakdown
  - Figure: Sykes Revenue, 2004-2007
  - Solutions
  - Industries Served
  - Highlights
- Telvista
  - Overview
  - Revenue Breakdown
  - Solutions
  - Industries Served
- Transcom Worldwide
  - Overview
  - Revenue Breakdown
  - Figure: Transcom Revenue, 2004-2007
  - Solutions
  - Industries Served
  - Highlights
- vCustomer
  - Overview
  - Revenue Breakdown
  - Solutions
  - Industries Served
  - Highlights
- Vertex
  - Overview
  - Revenue Breakdown
  - Figure: Vertex Revenue, 2004-2007
  - Solutions
  - Industries Served
  - Highlights
- Wipro BPO
  - Overview
  - Revenue Breakdown
  - Figure: Wipro BPO Revenue, 2006 and 2007
  - Solutions
  - Industries Served
  - Highlights
- WNS Global Services
  - Overview
  - Revenue Breakdown
  - Figure: WNS Global Services Revenue, 2006 and 2007
  - Solutions
  - Industries Served
  - Highlights
- 24/7 Customer
  - Overview
  - Revenue Breakdown
  - Figure: 24/7 Customer Revenue, 2005-2007
  - Solutions
  - Industries Served
  - Highlights
- What Will Happen
- IDC' s Leadership Grid: And Then There Were 22
  - Approach to Positioning
    - Inclusion in IDC' s Leadership Grid
    - Figure: IDC Leadership Grid: Contact Center Services Market
    - Definition of IDC Leadership Grid Parameters
      - Opportunity Alignment: X-Axis
      - Ability to Gain Share: Y-Axis
Essential Guidance
- Actions to Consider
Learn More
- Related Research
- Synopsis

Worldwide Contact Center Services 2008 Vendor Profiles: Customer Care in Volatile Times

Table of Contents