This IDC study presents forecasts of spending (customer expenditures) for the offshore horizontal BPO services market for 2014-2019 that includes HR, finance and accounting, procurement, and customer care by four importing regions (United States, Canada, EMEA, APAC). This study includes advice to providers of BPO services, an analysis of key market and industry trends by importing market, key market drivers and inhibitors, significant market developments, and highlights of key changes from the prior forecast. This study also updates the previous forecast published in Worldwide Offshore Key Horizontal BPO Services 2014–2018 Forecast (IDC #252044, October 2014).
"Offshore BPO providers continue to grow their BPO businesses; however, like all other BPO providers, they are faced with a fundamental structural change in the market as buyers increasingly demand to consume services via newer models involving platform-based (cloud) service delivery capabilities while getting access to more detailed insights into their business processes," says David Tapper, vice president, Outsourcing, Managed and Offshore Services at IDC. "The impact on these traditional BPO providers will require that they balance the need to support both traditional and cloud-based service delivery models, invest heavily in automation, provide business analytics, and seek new markets driven by new capabilities such as IoT and home automation services."
Analytic applications, Big Data analytics and discovery, Business process outsourcing, Customer relationship management applications, Finance and Accounting BPO, Human resources outsourcing services, Procurement, Solution services