Worldwide and U.S. Business Process Outsourcing 2008-2012 Forecast

Market Opportunities by Horizontal Business Process

Publication Date	December 2008
Publisher	IDC
Product Type	Report
Pages	55
ISBN Number	not applicable
Product Code	IDC06749

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Summary

This IDC study provides worldwide and U.S. forecasts for five horizontal BPO markets. Additionally, this forecast provides an in-depth analysis of the U.S. BPO market and market forces that are having significant impact on growth for business process outsourcers. This document also analyzes the impact of these trends and provides recommendations on how best to compete in the United States.

The document answers the following questions:

Which types of offerings and capabilities should BPO players bring to market to optimize opportunities and differentiate their offering?
What are the key investments BPO providers need to make in order to compete successfully?
What are the key industry trends in each of the horizontal BPO markets, and how should providers respond?
How is the competitor landscape evolving and how should providers respond?

"Increased sophistication of customers, nascent interest by the midmarket, a more crowded competitor landscape, expanded use of global sourcing, and innovative service capabilities (e.g., hosting) are creating a much more dynamic market that requires players to expand their capabilities and bring higher value to clients," said Mukesh Dialani, senior analyst, Worldwide BPO Program research at IDC. "Success will depend on how well players leverage the breadth of capabilities required to bring business value to customers while ensuring that they are aligning with the shifts in the market driven by dynamic changes in technologies, service delivery models, and rising customer expectations."

Content

IDC Opinion
In This Study
- Changes in BPO Forecast Study
- Methodology
- Presentation of Forecasts
  - What Forecasts Are Included?
    - Worldwide Forecasts
    - U.S. Forecast
- Executive Summary
  - Summary of Key Trends
    - Key Buyer Trends
    - Key Vendor Trends
  - Worldwide BPO Forecast
    - Drivers
    - Inhibitors
  - Worldwide BPO Forecast by Region
  - Worldwide BPO Forecast by Business Function
    - Human Resources
      - Key Market Trends
      - Worldwide and U.S. HR BPO Forecast
      - What to Expect for HR BPO
    - Procurement
      - Key Market Trends
      - Worldwide and U.S. Procurement BPO Forecast
      - What to Expect for Procurement BPO
    - Finance and Accounting
      - Key Market Trends
      - Worldwide and U.S. F&A BPO Forecast
      - What to Expect for F&A BPO
    - Customer Care
      - Key Market Trends
      - Worldwide and U.S. Customer Care BPO Forecast
      - What to Expect for Customer Care BPO
    - Training
      - Key Market Trends
      - Worldwide and U.S. Training BPO Forecast
      - What to Expect for Training BPO
Situation Overview
- Key Market Trends
  - Buyer Trends
  - Vendor Trends
Future Outlook
- Forecast and Assumptions
  - Worldwide BPO Services Forecast by Region
  - Table: Worldwide BPO Spending by Region, 2008-2012 ($M)
  - Table: Key Forecast Assumptions for the Worldwide and U.S. BPO Services Market, 2008-2012
  - Regions
    - The Americas
    - Europe, the Middle East, and Africa
    - Asia/Pacific
  - Worldwide and U.S. BPO Services Forecast by Business Function
  - Table: Worldwide BPO Spending by Business Function, 2007-2012 ($M)
  - Table: U.S. BPO Spending by Business Function, 2007-2012 ($M)
  - Figure: Worldwide BPO Market by Business Function, 2007: Relative Sizes and CAGRs
- Market Analysis by Business Function
  - Key Horizontals: Human Resources
    - Key Market Trends for HR BPO
    - U.S. HR BPO Forecast
    - Figure: U.S. Human Resources BPO Spending and Growth, 2006-2012
    - What to Expect for HR BPO
  - Key Takeaways
    - Advice for Buyers
    - Advice for Vendors
  - Key Horizontals: Procurement
    - Key Market Trends for Procurement BPO
    - U.S. Procurement BPO Forecast
    - Figure: U.S. Procurement BPO Spending and Growth, 2007-2012
    - What to Expect for Procurement BPO
    - Key Takeaways
  - Key Horizontals: Finance and Accounting
    - Key Market Trends for F&A BPO
    - U.S. F&A BPO Forecast
    - Figure: U.S. Finance and Accounting BPO Spending and Growth, 2007-2012
    - What to Expect for F&A BPO
    - Key Takeaways
  - Key Horizontals: Customer Care
    - Key Market Trends for Customer Care
    - U.S. Customer Care Forecast
    - Figure: U.S. Customer Management BPO Spending and Growth, 2007-2012
    - What to Expect for Customer Care BPO
    - Key Takeaways
  - Other Horizontals: Training
    - Key Market Trends for Training BPO
    - U.S. Training BPO Forecast
    - Figure: U.S. Training BPO Spending and Growth, 2007-2012
    - What to Expect for Training BPO
- Market Context
- Table: Worldwide BPO Spending, 2006-2011: Comparison of August 2007 and November 2008 Forecasts ($B)
- Figure: Worldwide BPO Spending, 2006-2011: Comparison of August 2007 and November 2008 Forecasts
Essential Guidance
- Actions to Consider
Learn More
- Related Research
- Definitions
  - Business Process Outsourcing (BPO)
    - Horizontal Business Process Outsourcing Services
      - Human Resources Business Process Outsourcing Services
      - Procurement Business Process Outsourcing Services
      - Finance and Accounting Business Process Outsourcing Services
      - Customer Care Business Process Outsourcing Services
      - Other Horizontal Business Process Outsourcing Services
    - Vertical (Industry-Specific) Business Process Outsourcing Services
- Methodology
  - Historical Market Values and Exchange Rates
  - Table: Exchange Rates, 2003-2007 (%)
- Synopsis