Leading BPO Vendors And Processes: Major markets, competitive landscape and company profiles

Leading BPO Vendors And Processes: Major markets, competitive landscape and company profiles

Leading BPO Vendors and Processes
Major markets, competitive landscape and company profiles
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Key issues examined by this report include
• Data piracy and fraud. BPO involves sharing confidential information with vendors. Data abuse has lead to stringent policies on fraudulent practices across delivery destinations to prevent data piracy.
• Loss of expertise. Relinquishing control of business processes may lead to a loss of in-house business functionality expertise.
• Dependence. Buyers become dependent on their vendor for the process outsourced. Vendor managing a crucial processes may then become indispensable. Also financial instability of BPO vendors, may force buyers to seek alternative providers, which may put the operation this business process at risk.
• Service quality. Lack of quality manpower and infrastructure problems may affect the quality of service provided by a vendor.
• Vendor consolidation. The emergence of well-managed, third party BPO firms has lead to companies looking for buyers for their captive BPO operations. Vendors consider acquisitions as a means of expanding their offshore presence, augmenting the range of their services and acquiring skilled staff.

Cost reduction, enhancing flexibility of organizations by transforming fixed costs into a variable cost, speeding up business processes and adding to the ability of focusing on core activities have fuelled the growth of the BPO industry. The global BPO market grew by 5% over 2006 to $235,700m in 2007. However, further growth may be hindered by fears over loss of control and data security.

Leading BPO Vendors and Processes is a new report published by Business Insights that analyzes the global BPO industry, detailing market sizes and growth levels. It assesses emerging delivery destinations and profiles the key players in each of the key countries across the EMEA, Asia-Pacific, North and Latin American regions. This report also provides insight into the direction of the BPO market and the key trends that will change the future dynamics of the industry.

Assess the competitive landscape of the BPO market and identify the destinations and offerings that will drive future growth with the help of this new report...
This new report will enable you to
• Quantify the size and growth potential of the BPO market by function using this report’s profiles of key players in each of the major BPO functions and market forecast to 2010.
• Understand BPO market dynamics and the key trends and major issues that are affecting the BPO industry including data piracy, dependence, service quality and consolidation.
• Benchmark your performance against the leading BPO companies with this report’s assessment of deals signed, offerings and target sectors.
• Assess emerging delivery destinations with this report’s analysis of the pros and cons of BPO destinations beyond the Indian sub-continent.
• Target BPO growth areas more effectively by avoiding the mistakes made by other vendors, replicating their successes and planning response strategies for potential threats.

Table of Contents
Leading BPO Vendors and Processes
Executive summary 12
Overview of the global BPO industry 12
Major markets 13
Customer management and contact center BPO 14
Human resources BPO 15
Finance and accounting BPO 15
Payments and billing BPO 16
Supply management BPO 17
Chapter 1 Introduction 20
What is this report about? 20
Methodology 20
Chapter 2 Overview of the global BPO industry 22
Summary 22
Introduction 22
Market dynamics 23
Evolution of BPO industry and processes 23
Key BPO functions 25
BPO value creation 25
Market size and growth rate 26
Risks associated with BPO 31
Trends 32
Proliferation of ‘multi-sourcing’ 32
Increasing dependence on global delivery models 32
Global delivery centers move beyond India 33
Continuing vendor consolidation in BPO industry 34
Growing outsourcing demand for non-traditional functions 34
Stringent policies to prevent misuse of sensitive data 35
Chapter 3 Major markets 38
Summary 38
Introduction 39
EMEA 41
Ireland 41
Major BPO vendors in Ireland 42
Russia 43
Major BPO vendors in Russia 44
Poland 45
Major BPO vendors in Poland 46
Czech Republic 47
Major BPO vendors in the Czech Republic 48
Romania 49
Major BPO vendors in Romania 50
South Africa 51
Major BPO vendors in South Africa 52
Latin America 53
Brazil 53
Major BPO vendors in Brazil 54
Asia Pacific 55
India 55
Major BPO vendors in India 56
Philippines 57
Major BPO vendors in Philippines 58
China 59
Major BPO vendors in China 60
North America 61
Mexico 61
Major BPO vendors in Mexico 62
Canada 63
Major BPO vendors in Canada 64
Chapter 4 Customer management and contact center BPO 66
Summary 66
Introduction 67
Customer management and contact center BPO processes 67
Market dynamics 69
Market size and growth rate 69
Customer management and contact center BPO deals 70
Competitive landscape 71
Aegis Communications 72
Snapshot 72
Company overview 72
Key offerings 73
Target sectors 73
Major clients 74
Recent major contracts 74
New developments in 2008 74
24/7 Customer 75
Snapshot 75
Company overview 75
Key offerings 76
Target sectors 77
Major clients 77
Awards and recognitions in 2007–08 77
Recent major contracts 77
New developments in 2008 78
Chapter 5 Human resources BPO 80
Summary 80
Introduction 80
HR BPO processes 81
Market dynamics 81
Market size and growth rate 81
HR BPO deals 82
Competitive landscape 83
Accenture 84
Snapshot 84
Company overview 84
Key offerings 85
Target sectors 86
Major clients 86
Awards and recognitions in 2007–08 86
Recent major contracts 86
New developments in 2008 87
ADP 88
Snapshot 88
Company overview 88
Key offerings 88
Major clients 89
Awards and recognitions in 2007–08 89
Recent major contracts 89
New developments in 2008 90
Chapter 6 Finance and accounting BPO 92
Summary 92
Introduction 92
Major F&A BPO processes 93
Market dynamics 95
Market size and growth rate 95
F&A BPO deals 96
Competitive landscape 98
Genpact 98
Snapshot 98
Company overview 98
Key offerings 99
Target sectors 99
Major clients 99
Awards and recognitions in 2007–08 99
Recent major contracts 100
New developments in 2008 100
Capgemini 102
Snapshot 102
Company overview 102
Key offerings 103
Target sectors 103
Major clients 103
Awards and recognitions in 2007–08 103
Recent major contracts 104
New developments in 2008 104
Chapter 7 Payments and billing BPO 106
Summary 106
Introduction 106
P&B BPO processes 107
Market dynamics 107
Market size and growth rate 107
P&B BPO deals 108
Competitive landscape 109
Convergys 110
Snapshot 110
Company overview 110
Key offerings 110
Target sectors 111
Major clients 111
Awards and recognitions in 2007–08 111
Recent major contracts 111
New developments in 2008 112
Vertex 113
Snapshot 113
Company overview 113
Key offerings 113
Target sectors 114
Major clients 114
Awards and recognitions in 2007–08 114
Recent major contracts 114
New developments in 2008 115
Chapter 8 Supply management BPO 118
Summary 118
Introduction 118
Supply management BPO processes 119
Market dynamics 120
Market size and growth rate 120
Supply management BPO deals 121
Competitive landscape 121
NAL Worldwide 122
Snapshot 122
Company overview 122
Key offerings 122
Target sectors 123
Major clients 123
Recent major contracts 123
ICG Commerce 124
Snapshot 124
Company overview 124
Key offerings 124
Major clients 124
Awards and recognitions in 2007–08 125
Recent major contracts 125
Chapter 9 Appendix 128
Glossary 128
Index 129
List of Figures
Figure 2.1: Evolution of BPO industry 24
Figure 2.2: BPO value creation 26
Figure 2.3: Global BPO market size ($m), 2006–10F 27
Figure 2.4: Key BPO functions mix globally, 2007 28
Figure 2.5: Market size of key BPO functions ($m), 2006–10F 29
Figure 2.6: Major players across the key BPO functions, 2007 30
Figure 2.7: Comparative analysis of leading BPO vendors 31
Figure 3.8: Key global BPO delivery destinations 39
Figure 3.9: SWOT analysis-Ireland 41
Figure 3.10: SWOT analysis-Russia 43
Figure 3.11: SWOT analysis-Poland 45
Figure 3.12: SWOT analysis-Czech Republic 47
Figure 3.13: SWOT analysis-Romania 49
Figure 3.14: SWOT analysis-South Africa 51
Figure 3.15: SWOT analysis-Brazil 53
Figure 3.16: SWOT analysis-India 55
Figure 3.17: SWOT analysis-Philippines 57
Figure 3.18: SWOT analysis-China 59
Figure 3.19: SWOT analysis-Mexico 61
Figure 3.20: SWOT analysis-Canada 63
Figure 4.21: Customer management and contact center BPO processes 68
Figure 4.22: Customer management and contact center BPO market size ($m), 2006–10F 70
Figure 5.23: HR BPO market size ($m), 2006–10F 82
Figure 6.24: F&A BPO processes 94
Figure 6.25: F&A BPO market size ($m), 2006–10F 96
Figure 7.26: P&B BPO market size ($m), 2006–10F 108
Figure 8.27: Supply management BPO processes 119
Figure 8.28: Supply management BPO market size ($m), 2006–10F 120
List of Tables
Table 2.1: Market size of key BPO functions ($m), 2006–10F 28
Table 4.2: Customer management and contact center BPO market size ($m), 2006–10F 69
Table 4.3: Major customer management and contact center BPO contracts, 2007–08 71
Table 4.4: Aegis Communications snapshot 72
Table 4.5: Aegis Communications offerings 73
Table 4.6: Aegis Communications target sectors 73
Table 4.7: Aegis Communications major contracts, 2006–08 74
Table 4.8: 24/7 Customer snapshot 75
Table 4.9: 24/7 Customer offerings 76
Table 4.10: 24/7 Customer target sectors 77
Table 4.11: 24/7 Customer major contracts, 2006–08 78
Table 5.12: HR BPO market size ($m), 2006–10F 81
Table 5.13: Major HR BPO contracts, 2007–08 83
Table 5.14: Accenture snapshot 84
Table 5.15: Accenture offerings 85
Table 5.16: Accenture target sectors 86
Table 5.17: Accenture major contracts, 2006–08 87
Table 5.18: ADP snapshot 88
Table 5.19: ADP offerings 88
Table 5.20: ADP major contracts, 2006–08 89
Table 6.21: F&A BPO market size ($m), 2006–10F 95
Table 6.22: Major F&A BPO contracts, 2007–08 97
Table 6.23: Genpact snapshot 98
Table 6.24: Genpact offerings 99
Table 6.25: Genpact target sectors 99
Table 6.26: Genpact major contracts, 2006–08 100
Table 6.27: Capgemini snapshot 102
Table 6.28: Capgemini offerings 103
Table 6.29: Capgemini target sectors 103
Table 6.30: Capgemini major contracts, 2006–08 104
Table 7.31: P&B BPO market size ($m), 2006–10F 107
Table 7.32: Major P&B BPO contracts, 2007–08 109
Table 7.33: Convergys snapshot 110
Table 7.34: Convergys offerings 110
Table 7.35: Convergys target sectors 111
Table 7.36: Convergys major contracts, 2006–08 112
Table 7.37: Vertex snapshot 113
Table 7.38: Vertex target sectors 114
Table 7.39: Vertex major contracts, 2006–08 115
Table 8.40: Supply management BPO market size ($m), 2006–10F 120
Table 8.41: Major supply management BPO contracts, 2007–08 121
Table 8.42: NAL Worldwide snapshot 122
Table 8.43: NAL Worldwide offerings 122
Table 8.44: NAL Worldwide target sectors 123
Table 8.45: NAL Worldwide major contracts, 2008 123
Table 8.46: ICG Commerce snapshot 124
Table 8.47: ICG Commerce offerings 124
Table 8.48: ICG Commerce major contracts, 2006–08 125