Worldwide Contact Center Services 2009 Vendor Profiles: The Slide into Uncertainty

Publication Date	March 2009
Publisher	IDC
Product Type	Report
Pages	40
ISBN Number	not applicable
Product Code	IDC07012

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Summary

This IDC study examines some of the best players in the contact center services market. This year's document profiles BPO providers that are solid examples of leadership and innovation, locating them within IDC's Leadership Grid. In the process, it addresses issues such as:

Which customer care BPO players are market leaders and innovators?
Which players appear well-positioned to survive the economic downturn and perhaps position themselves to thrive years down the road?
What recent strategic moves have these companies made amid the economic downturn?

"The economy may be sliding into a place many of us are unfamiliar with. Still, a select group of customer care outsourcers may come out of this era stronger than before. This competitive landscape study looks at some providers that are negotiating the murky present in ways that suggest the possibility of a bright future for the smart and the lucky." - Stephen Loynd, program manager, IDC's Contact Center Services program

Content

IDC Opinion
In This Study
- Methodology
- Executive Summary
Situation Overview
- The Top 5 in 2009 (in Alphabetical Order)
- Convergys
  - Analyst Comments
  - Overview
  - Key Facts
  - Revenue
  - Figure: Convergys Revenue, 2006-2008
    - Customer Management Revenue
    - Figure: Convergys Customer Management Revenue, 2006-2008
  - Brief Summary of Solutions
  - Contract Highlights
  - Organizational Highlights
- Sitel
  - Analyst Comments
  - Overview
  - Key Facts
  - Revenue
  - Figure: Sitel Revenue, 2006-2008
  - Brief Summary of Solutions
  - Contract Highlights
  - Organizational Highlights
- Teleperformance Group
  - Analyst Comments
  - Overview
  - Key Facts
  - Revenue
  - Figure: Teleperformance Group Revenue, 2006-2008
  - Brief Summary of Solutions
  - Organizational Highlights
- TeleTech
  - Analyst Comments
  - Overview
  - Key Facts
  - Revenue
  - Figure: TeleTech Revenue, 2006-2008
  - Brief Summary of Solutions
  - Contract Highlights
  - Organizational Highlights
- West
  - Analyst Comments
  - Overview
  - Key Facts
  - Revenue
  - Figure: West Revenue, 2006-2008
    - Communications Services Revenue
    - Figure: West Communications Services Revenue, 2006-2008
    - Conferencing (InterCall Subsidiary) Revenue
    - Receivables Management (West Asset Management Subsidiary) Revenue
  - Brief Summary of Solutions
  - Organizational Highlights
- Companies on the Move in 2009 (in Alphabetical Order)
  - Accenture Customer Contact BPO
    - Analyst Comments
  - Overview
  - Key Facts
  - Brief Summary of Solutions (Customer Contact BPO)
  - Contract Highlights
  - Organizational Highlights
- ACS (Affiliated Computer Services)
  - Analyst Comments
  - Overview
  - Key Facts
  - Revenue
  - Brief Summary of Solutions
  - Contract Highlights
  - Organizational Highlights
- CGS (Computer Generated Solutions)
  - Analyst Comments
  - Overview
  - Key Facts
  - Brief Summary of Solutions
  - Contract Highlights
- EDS (an HP Company)
  - Analyst Comments
  - Overview
  - Key Facts
  - Revenue
  - Brief Summary of Solutions
  - Contract Highlights
  - Organizational Highlights
- IBM CRM
  - Analyst Comments
  - Overview
  - Key Facts
  - Brief Summary of Solutions
  - Contract Highlights
  - Organizational Highlights
- StarTek
  - Analyst Comments
  - Overview
  - Key Facts
  - Revenue
  - Figure: StarTek Revenue, 2006-2008
  - Brief Summary of Solutions
  - Contract Highlights
  - Organizational Highlights
- Stream Global Services
  - Analyst Comments
  - Overview
  - Key Facts
  - Revenue
  - Figure: Stream Global Services Revenue, 2006-2008
  - Brief Summary of Solutions
  - Contract Highlights
  - Organizational Highlights
- Sykes Enterprises
  - Analyst Comments
  - Overview
  - Key Facts
  - Revenue
  - Figure: Sykes Enterprises Revenue, 2006-2008
  - Brief Summary of Solutions
  - Organizational Highlights
Future Outlook
- What Will Happen?
- IDC's Leadership Grid
  - Approach to Positioning
  - Figure: IDC Leadership Grid: Contact Center Services Market
  - Inclusion in IDC's Leadership Grid
  - 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