This IDC Presentation is part of a broader buyer study that provides results of a comprehensive survey into U.S. customer buying patterns and adoption of mobility services for customer care BPO services by organizations that employ 1,000 persons or more. The survey involved 350 end users. The core focus of this study is on current and future consumption patterns of mobility services for customer care BPO services. This Presentation provides insight into customer care processes that buyers expect to move to the cloud because of the impact of mobility. This Presentation also provides essential guidance for outsourcers and services providers on what strategic issues they need to focus on to support their customers' initiatives/intent to mobile enable customer care BPO services.