World Business Process Outsourcing Market

World Business Process Outsourcing Market

This report analyzes the worldwide markets for Business Process Outsourcing in Millions of US$. The major Service segments analyzed are Logistics, Sales & Marketing, Customer Care, Finance & Accounting, Human Resource, and Other Services. The report provides separate comprehensive analytics for the US, Canada, Asia-Pacific, Europe and Rest of World. Annual forecasts are provided for each region for the period of 2000 through 2015. The report profiles 522 companies including many key and niche players worldwide such as Accenture, Adaptis Inc., Aegis InterWorld Inc., Affiliated Computer Services, Amdocs Limited, Ceridian Corporation, CGI, Computer Sciences Corporation, Convergys Corporation, Electronic Data Systems Corp., Gevity HR, Inc., Hewitt Associates, LLC, Intelligroup, Inc., KARVY Global Services Limited, Keane, Inc., Perot Systems Corp, Sapient Corporation, Spherion Corp, StarTek, Inc., Tata Consultancy Services Limited, Intelenet Global Services Pvt. Ltd., and Unisys Corporation. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.

BUSINESS PROCESS OUTSOURCING MCP-1533
A GLOBAL STRATEGIC BUSINESS REPORT


CONTENTS


I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS

Study Reliability and Reporting Limitations I-1
Disclaimers I-2
Data Interpretation & Reporting Level I-2
Quantitative Techniques & Analytics I-3
Product Definitions and Scope of Study I-3
Planning for BPO I-4
Cost Savings in BPO I-4
Types of BPOs I-4
Onsite Business Process Outsourcing I-4
Offsite Business Process Outsourcing I-4
Offshore Business Process Outsourcing I-5


II. EXECUTIVE SUMMARY

1. Industry Overview II-1
Regional Analysis II-1
Service Segment Analysis II-1
Market Scenario II-1
Business Process Outsourcing Market: A Primer II-2
Change in Market Scenario with Outsourcing II-2
Major Threats II-3
Competition in the BPO Vendor Market II-3
Egypt to be Emerging Destination for IT outsourcing and BPO II-3
Key Industry Segments II-3
Worldwide Logistics BPO Market II-3
Customer Care Services II-4
Growth of Finance and Accounting Outsourcing Market Worldwide II-4
HR Business Processes Outsourcing Market II-4
One-Stop-Shop for Complete HR Outsourcing Draws Appeal II-5
Building Up the Right Team Essential for Successful HR BPO
Outsourcing II-6
Procurement BPO Market II-6
Increased Demand for Procurement BPO II-6
Consulting Services Market II-6
Future of Outsourcing - A Global Outlook II-7
India II-8
China II-8
Malaysia II-8
Czech Republic II-8
Singapore II-9
Philippines II-9
Brazil II-9
Canada II-9
Chile II-10
Poland II-10

2. Market Trends II-11
BPO Market and its Growth II-11
Emerging Markets Spur Growth II-11
Outsourcing Taps New Benefit Areas II-11
Emerging Trend Towards Automation II-11
Offshore Outsourcing of Call Centers Gains Ground II-12
Offshore BPO Driving Cost-Effectiveness II-12
BPO - Transitioning II-12
De-Stressing of Voice in Call centers II-12
Captivation of the Voice II-12
Back Office Transactions II-13
BPO Moving Towards Multiple Process Outsourcing II-13
Shift Towards BPO II-13
BPO Market on a High Note II-14
Seeking Support from Third-Party Consultants: A Growing Trend II-14
Factors Driving Growth II-14
Changing Business Perspectives II-14
Widening of Scope of New Segments II-14
Further Expansion in Established Segments II-15
Multi-Process BPO - A Key Growth Driver II-15
Impact on Software Enterprises II-15
Major Obstacles II-15
Pricing Pressure Continues II-15
US Slowdown Places BPO in Consolidation Mode II-16
Vendor Capacity - an Important Inhibiting Factor II-16
Differences in Growth Trends by Geography and Market Segment II-16
IT & BPO firms to Realign Its Service Delivery Operations II-17
Demand for BPOs that Bring About Transformational Change II-17
Implementation Risk in Transformational BPO II-17
Trends in Key Industry Segments II-18
Financial Services II-18
Finance & Accounting Outsourcing - The Dynamic BPO Segment II-18
Financial BPO Segment to Witness Robust Growth II-19
Trends in HRO II-19
HRO - A High-Profile BPO Segment II-19
Multiple-Process and Total Human Resource Outsourcing to
Keep Growing II-19
Increasing "Commoditization" in HR Functions II-19
Senior HR Executives to Play Decisive Roles in HRO
Implementation II-20
Small and Medium Enterprises to Expand HRO Services Usage II-20
Sole Sourcing - A Potential HRO Model to Increase
Operational Efficiency II-20
HRO Demonstrates Vibrant Growth II-20
Outsourcing in HR to Increase II-21
Procurement Service Outsourcing II-22
The Global Procurement BPO Market - An Overview II-22
Demand Uptake in Procurement BPO Market II-23
Procurement BPO Market - Key Demand Generators II-23
Procurement BPO Market - Key Players II-23
Major Challenges Faced by Procurement BPO Vendors II-23
Knowledge Process Outsourcing II-24
Challenges in KPO II-25
Changing BPO Buyer and Vendor Roles II-25
Spending Trends by Segment II-25
BPO Market Trends - Recent Past Perspective II-25
Pricing Trends II-25
BPO Sales Cycle II-25
The Range of Multishore BPO Expands II-26
Outsourcing Transactions Grow, While Value Takes a Plunge II-26
Maturing Market to Drive Trend for Consolidation II-26
Changing Perceptions II-26
Outsourced Functions and Growth Sectors II-27
Advantage of Integrators II-27
Buyer and Vendor Relationships II-27
Europe Surpasses US in Large Outsourcing Contracts II-27
Market Players II-28
HR BPO Gaining Rapid Ground II-28
Offshoring and Nearshoring II-29
Key Factors Influencing Outsourcing II-29
Advantages and Downsides of Outsourcing II-29
Outsourcing Model Under Transformation II-30
Location - A Key Factor Influencing Outsourcing Decisions II-30
OTC Technology Creating New Avenues in B2B Billing Outsourcing II-31
On-Demand Services Picking up Momentum II-31
Major Outsourcing Destinations for Global Companies II-32
Client Base of Outsourcing Business II-32
Countries with Potential Capabilities to Challenge India’s
BPO Supremacy II-32
Outsourcing Challenges II-33

3. Service Overview II-34
Introduction II-34
Types of BPOs II-34
Onsite Business Process Outsourcing II-34
Offsite Business Process Outsourcing II-35
Offshore Business Process Outsourcing II-35
BPO Business Models II-35
The BPO Advantage II-36
Planning for BPO II-37
Cost Savings in BPO II-37
Vendor Selection II-37
Market Diversity and Development II-37
Why Outsource to Third World Countries? II-38
Improve Efficiency, Reduce Costs - The BPO Advantage II-38
BPOs Deliver More than Just Cost Savings II-39
How is BPO Different from ASP? II-39
A Comparative Study of Business Process Outsourcing Against
IT Outsourcing II-39
HR BPO - Key Focus Area II-39
Human Resources Outsourcing II-39
Factors Influencing Renewal of Outsourcing Contracts II-40
Key Prerequisites for Success of New Entrants in HR BPO
Outsourcing II-41
Mid Size Firms Show Increasing Acceptance for HR BPO II-41
Evolution and Growth of HRO II-41
Rationale Behind HRO II-42
HR Outsourcing Types II-42
Discrete Services Outsourcing II-42
Multi-Process Services II-42
Total HRO II-42
Productivity Gaining Key Focus in HRO II-42
HRO - Transforming HR Approach in Organization II-42
Prerequisites for HRO II-42

4. Recent Industry Activity II-43
TRG Merges with Callworx II-43
BancTec Acquires DocuData Solutions II-43
Genpact Acquires Majority Stake in Citigroup II-43
Aegis BPO Takes Over AOL Call Center II-43
NCO Group Completes Acquisition of Outsourcing Solutions II-44
IPVG to Acquire Majority Stake in Influent II-44
Intelenet Takes Over Mauritian Company II-44
SYNNEX Corporation Completes Acquisition of New Age Electronics II-44
IA Global to Take Over Shift Resources II-44
Tricom Takes Over Apex Document Solutions II-44
IA Global to Take Over Asia Premier II-45
Accenture Acquires Gestalt II-45
Affiliated Computer Services to Take Over CompIQ II-45
Affiliated Computer Services Takes Over Communications
Development II-46
Accenture Inks Agreement to Take Over AddVal Technology II-46
Global BPO Signs Agreement for Acquisition of Stream Holdings II-46
HP to Take Over EDS II-47
TechTeam Global Completes the Acquisition of Onvaio II-47
Genpact and EXL to Acquire Majority Stake in Infovision II-47
WNS to Acquire Aviva BPO II-48
Hewitt Announces Acquisition of LCG II-48
Vista Equity Announces Acquisition of Cyborg II-48
Cbay Acquires Majority Stake in MedQuist II-49
Healthcare Investment to Acquire Stake in Apollo Health Street II-49
Infosys Plans to Acquire Aptara II-49
Intelenet Obtains Approval from SEBI to Acquire Remaining
Stake in Sparsh II-49
Tivit Completes Acquisition of Open Concept II-49
3iI Completes Acquisition of LFMS Majority Stake II-50
WNS Takes Over Call 24/7 II-50
Nalanda Capital Takes Over 5.25% Stake in WNS II-50
DPWN to Acquire Williams Lea II-51
IPVG to Acquire Medium-Sized BPO Companies in Asia II-51
Adventity Forms Joint Venture with Noor for Outsourcing Services II-51
WNS and Advanced Contact Solutions Establish a Joint Venture
Company II-51
Genpact Inks Agreement with Ceridian II-52
South West Water and Accenture Enter into Outsourcing Agreement II-52
Eisai Inks Outsourcing Agreement with Accenture II-52
BSNL Inks Contract with Convergys II-52
BancTec Enters into Agreement with Large Insurance Provider II-53
Accenture Enters into BPO Services Agreement with CNA Financial II-53
CGI Enters into Ten-Year Contract with Magnolia Company II-54
ACS Renews Contract with Weld County II-54
Baltimore Gas Selects Accenture to Rollout Smart Energy Savers
Program II-54
The US Department of VA Selects EDS to Support Combat Veteran
Call Center II-54
Scripps Selects ADP for Providing BPO Services II-55
TCS Bags Multi-Year IT Outsourcing Contract II-55
TCS Subsidiary Receives Contract for BPO Services from Sun
Life Financial II-55
TeleTech Inks Multiyear Service Contract with JNET II-55
TeleTech Enters into an Agreement with Global 100 Communications II-56
StarTek Renews Agreement with a Communication Company II-56
BPOMS Secure Contracts for ECM Outsourcing Solution II-56
HP Bags a Long-Term Contract from Tribune Publishing II-57
Capgemini Bags Major Outsourcing Contract from Unilever II-57
ACS Receives a Supply Contract from CAQH II-58
ADP to provide HR BPO Services to Sodexo II-58
Convergys Enters into Agreement with a Financial Services Company II-59
Convergys Enters into Contract with Avaya II-59
CSC Wins Contract from Zurich Financial Services II-59
CSC Signs BPO Contract with Wilton Re II-59
CSC Enters into Contract with GSA II-60
CSC Bags Contract from Eaton II-60
Cambridge Bags the Australian State Government-run Project II-60
TPI Facilitates US$1.5 Billion Transaction Between Capita and
Prudential UK II-61
TCS Renews Contract with Virgin Atlantic II-61
Spherion and United Airlines Renew Contract for Recruitment
Outsourcing II-61
Harvard Pilgrim Extends Agreement with Perot Systems II-61
DST Health and Independence Blue Cross Extend BPO Agreement II-62
CGI Extends Contract with Océ North America II-62
Nineteen Hours IT to Expand BPO Operations in India II-63
Spherion to Expand RPO Operations II-63
ExlService Holding to Invest in Indian Operations II-63
Genpact to Extend APO Business to Australia II-63
SBPO to Expand GramIT, the Rural Back Office Vehicle II-63
eTelecare to Open New Delivery center for BPO Services in
Jacksonville II-63
Infosys Sets up Mexican Subsidiary II-64
Wipro Establishes New BPO Center II-64
Cipher Dynamics Commences its Business Activity in India II-64
OPI Sets Up Service Center in Delhi II-64
Sundaram Finance BPO Unit Establishes New Facility in Madurai II-65
Tata to Set-up Rural BPO Unit in Orissa II-65
Bihar Establishes Rural BPO for Locals II-65
HDFC Bank All Set to Establish a BPO Unit in Tirupati II-65
Sutherland to Establish New Global Campus in Chennai II-65
Wipro’s BPO Unit Establishes Offices in China II-65
Perot Systems to Establish Infrastructure, IT services and BPO
Division in Coimbatore II-65
Accenture Announces its Procurement BPO II-66
Wipro Inaugurates a Global Service Management Center in Malaysia II-66
Tata Chem Division Initiates a BPO Project II-66
Tech Mahindra Plans to Diversify Customer Base II-66
MphasiS Plans to Tap New Opportunities in India II-66
Bacnotan Plans Investments in BPO II-67
Stellar Forays into UK Business Process Outsourcing Market II-67
Omega Healthcare Plans to Tap Opportunities in Patient
Hospital Coding II-67
Enlightened Announces its BPO Operations in Louisiana II-67
Vertex Shifts Key Functions to Gurgaon II-67
Spanco Plans Demerger of BPO Business II-68
Genpact Ready to Enter Domestic BPO Market II-68
ClientLogic Merges with SITEL II-68
CGI Announces Merger of its Insurance Divisions II-68
Accentia Acquires Three Healthcare BPOs in the US II-68
Usha-Martin Acquires Converso II-69
Ebix Announces Acquisition of JenQuest and Subsidiary, IDS II-69
Apollo Acquires BPO Company- Zavata II-69
Fuji Xerox Australia Takes Over KAZ's BPO Division II-70
Integreon Takes Over CBF II-70
Essar Takes Over Global Vantedge II-70
TMF Takes Over Ernst & Young BPO Business II-70
Aegis to Take Over Teletech II-71
Satyam Takes Over Stake in BPO firm Nipuna II-71
Hero Group Acquires Dalglen II-71
Gallagher Acquires Cedar Hill II-71
Allsec Takes Over Kingdom Builders II-71
HOV Services to Acquire BPO Center II-71
Integreon to Take Over BPO Firm in the US II-71
Firstsource Solutions Completes BPM Acquisition II-72
Cognizant Technology Takes Over marketRx II-72
BPO Management Services Completes Blue Hill Data Services
Acquisition II-72
Firstsource Solutions Takes Over MedAssist Holding II-72
Mirrus Systems Acquires AMSplus II-72
Quatrro BPO Solutions Acquires Certain Assets of Preferred
Financial Group II-72
Spinnaker Management Group Completes Prosero Acquisition II-73
Indecomm Global Completes Acquisition of US Recordings II-73
Bhilwara Scribe Takes Over Benson Transcription Technologies II-73
Genpact Completes Acquisition of Axis Risk Consulting II-73
Advent International Completes Acquisition of Lloyds II-73
The Sun Group Plans to Acquire Stake in Firstsource Solutions II-74
Deloitte Consulting Completes Stake Acquisition of Mastek II-74
SunGard Capital Completes Acquisition of Aceva Technologies II-74
Equifax Completes Acquisition of TALX II-74
Private Equity Firms Consortium Acquires Vertex Data II-74
Ayala’s Subsidiary Completes Acquisition of Affinity Express II-75
NetFabric Holdings to Take Over Help Desk NOW II-75
Tela Sourcing Takes Over HealthASPex Business Assets II-75
Spherion to Acquire Technisource II-75
Gevity Announces Acquisition of HRAmerica II-76
ACS Announces Acquisition of Albion II-76
THL Partners and FNF Acquires Ceridian II-76
Convergys Acquires AOL Contact Center II-77
RPG Acquires Stake in Zensar II-77
Fujitsu Plans to Acquire Intelenet II-77
Keane Enters into a JV with ZC Sterling to Introduce BestShoresSM II-77
Zensar Forms IT and BPO Joint Venture with EZA II-78
Adaptis Inks Partnership with Kaye-Smith II-78
Adaptis Signs BPO Alliance with Clear Choice Health Plan II-78
Quistor Collaborates with Oracle to Launch e-Learning BPO
Platform II-79
Effort BPO Collaborates with Asia Star Info to Establish BPO
Centers in China II-79
Accenture Signs Outsourcing Agreement with AIG II-79
Accenture and Microsoft Enter into an Outsourcing Agreement II-79
Accenture and BT Enter into an Outsourcing Agreement II-80
Washington Gas Signs Agreement with Accenture II-80
Accenture and United Utilities Enter Outsourcing Agreement II-80
Tetra Pak Signs BPO Agreement with Capgemini II-80
Capgemini Inks 5-Year BPO Contract with NXP II-81
Convergys Inks Contract with Johnson & Johnson II-81
Convergys and Fifth Third Bancorp Renews Contract II-81
Convergys and Rosetta Stone Sign Contract II-81
CGI Renews Agreement with The Commerce Group II-82
ACS Renews Contract with PERSI II-82
ACS Inks Deal with Safety-Kleen II-83
Infosys Secures Contract from Philips II-83
CSC Enters into a BPO Contract with UKvisas II-83
CSC Secures a Contract from DHS to Develop IDDMP for USCIS II-84
CSC Wins BPO Contract from Universal for Providing Banking
Services II-84
CSC Wins BPO Services Contract from Chubb II-85
CSC Obtains an Eagle Task Order from USCIS II-85
Hewitt Contracts with Rogers II-85
Intelligroup Contracts with eXpertivity II-86
TCS Contracts with Hawaiian Airlines II-86
EDS Inks Agreement with Telekomunikacja II-86
TCS Enters into an Agreement with Pichincha II-87
Computer Sciences Enters Multi-Year BPO Agreement with Northstar II-87
Convergys to Provide Marketing Research for a Global Financial
Firm II-88
Convergys Enters into Agreement with Telecom Egypt II-88
Convergys Enters into Contract with Starbucks II-88
Wipro Infocrossing Bags Outsourcing Deal from Missouri Health
Net Division II-89
CSC Expands Contract with John Hancock II-89
Rabobank Extends BPO Contract with Unisys II-89
CSC Extends Outsourcing Contract with Swiss Re II-89
Sitel Plans Further Expansion in India II-90
TeleTech Establishes New BPO Facility in South Africa II-90
Mphasis Inaugurates Exclusive BPO Center for Idea Cellular II-90
Infosys Extends BPO and IT Center in Czech Republic II-90
Barclays Divests Stake in Indian BPO II-91
Jay Shree Tea Plans to Sell its BPO Unit II-91
Ninestars Begins BPO Business II-91
Spanco Invests in Indian BPO Segment II-91
FirstSource Receives Authorization from Financial Services
Authority of UK II-91
ICT GROUP Takes Over Proyectar Connect S.A. II-92
HandsOn Ventures to Acquire TWS Holdings II-92
BPO Management Services Merges with netGuru II-92
Hinduja TMT Inks Agreement to Acquire AFFINA II-92
StarTek Inks Agreement with WildBlue II-92
Quintek Services to Provide BPO Services to LADWP II-93
Guthy-Renker, EDS Extend BPO Contract II-93
ACS Secures Wachovia Education’s BPO Contract II-93
KARVY Launches New KPO, BPO Firm II-94
Aegis InterWorld Launches Medical BPO Services II-94
ICG Commerce into BPO Arrangement with Rent-A-Center II-94
SMT Direct and Zensar Technologies Form Partnership II-94
170 Systems and Xansa to Extent Partnership II-94
StarTek Launches MVNO Services II-95
Intelnet, Transcom Team Up to Offer BPO Solutions II-95
Lattelekom and Exigen Join Hands to Provide BPO Solutions II-95
Liberata, Gecis Form Exclusive Partnership to Provide BPO
Services II-96
PPMS to Market New Services for Parent Company II-96
TCS and Cognos Collaborate to Service Latin American Clients II-96
TCS Pockets Comicrom II-96
TeleTech Holdings Acquires FinSource II-96
Thapar Group Makes Inroads into BPO Business II-97
InterGlobe Technologies Expands Infrastructure Operations II-97
Cambridge Australia Wins Three-Year Contract II-97
Liverpool Victoria Presents an Add-On Agreement with EDS II-97
Karvy Global Services Forays into Canada II-97
Lason India Adds a New Dimension in BPO Business II-97
HP to Establish a New BPO Facility in Poland II-98
ClientLogic Starts New Contact Center for US Customers II-98
Resolution Life Extends BPO Agreement with Unisys Insurance II-98
Convergys Acquires Deloitte’s Finance & Accounting BPO Business II-98
Accenture Enters into BPO Deal with Japanese Elpida Memory II-98
Ciber to Acquire Knowledge Systems of India II-99
Unisys Bags National BCBS Contract II-99
ICG Commerce Enters into a BPO Pact with Greif II-99
Healthaxis, Claimsnet Enter into a Pact for Claims Transaction
Services II-99
Healthaxis and ppoONE Extend Relationship II-100
Minacs and BT Join Hands to Offer BPO Services in Europe II-100
Seven Companies Merge to Offer HR Services II-100
TPI and NelsonHall Enter Pact to Provide BPO Knowledge II-101
NIIT Technologies to Broaden Indian BPO Operations II-101
IBM Makes Inroads into BPO Business II-101
TCS Forays into BPO Business II-101
Outsource Partners Inks Strategic Marketing Alliance with
Thomas Group II-102
Progeon Enters Strategic Alliance with Hazell Carr II-102
Hewitt Acquisition of Exult to Create Global HR Powerhouse II-102
Vsource Secures HR BPO Contract from Malaysian Company, Exel
Logistics II-102
Siebel Systems Enters Pact with Electronic Data Systems II-102
Infosys to Establish Onsite Centers in Europe and US II-103
Nextlinks to Establish BPO Facility in India II-103
Capita Forms Joint Venture to Enter Indian Market II-103
Spheris Acquires HealthScribe II-103
OfficeTiger Takes Over Devonshire II-103
Scandent Acquires Cambridge Integrated II-103
Hinduja TMT Acquires Source One II-104
ICICI OneSource Buys Pipal Research II-104

5. Focus on Select Global Players II-105
Accenture (USA) II-105
Adaptis, Inc. (USA) II-105
Aegis InterWorld, Inc. (USA) II-105
Affiliated Computer Services (USA) II-106
Amdocs Limited (USA) II-106
Ceridian Corporation (USA) II-106
CGI (Canada) II-107
Computer Sciences Corporation (USA) II-107
Convergys Corporation (USA) II-108
Electronic Data Systems Corp. (USA) II-108
Gevity HR, Inc. (USA) II-108
Hewitt Associates, LLC (USA) II-109
Intelligroup, Inc. (USA) II-109
KARVY Global Services Limited (India) II-109
Keane, Inc. (USA) II-110
Perot Systems Corp (USA) II-110
Sapient Corporation (USA) II-110
Spherion Corp (USA) II-110
StarTek, Inc. (USA) II-111
Tata Consultancy Services Limited (India) II-111
Intelenet Global Services Pvt. Ltd. (India) II-111
Unisys Corporation (USA) II-112

6. Global Market Perspective II-113
Table 1: World Recent Past, Current and Future Analysis for
Business Process Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenues in US$ Billion for the Years 2000
through 2010 (includes corresponding Graph/Chart) II-113

Table 2: World Long-term Projections for Business Process
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) II-114

Table 3: World 10-Year Perspective for Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2003, 2008 and 2012 (includes
corresponding Graph/Chart) II-115

Table 4: World Recent Past, Current and Future Analysis for
Logistics Outsourcing by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenues in US$ Billion for the Years 2000 through
2010 (includes corresponding Graph/Chart) II-116

Table 5: World Long-term Projections for Logistics Outsourcing
by Geographic Region - US, Canada, Asia-Pacific, Europe and
Rest of World Independently Analyzed by Annual Revenues in US$
Billion for the Years 2011 through 2015 (includes
corresponding Graph/Chart) II-117

Table 6: World 10-Year Perspective for Logistics Outsourcing
by Geographic Region - Percentage Breakdown of Revenues for
US, Canada, Asia-Pacific, Europe and Rest of World for the
Years 2003, 2008 and 2012 (includes corresponding Graph/Chart) II-118

Table 7: World Recent Past, Current and Future Analysis for
Sales & Marketing Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenues in US$ Billion for the Years 2000
through 2010 (includes corresponding Graph/Chart) II-119

Table 8: World Long-term Projections for Sales & Marketing
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) II-120

Table 9: World 10-Year Perspective for Sales & Marketing
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2003, 2008 and 2012 (includes
corresponding Graph/Chart) II-121

Table 10: World Recent Past, Current and Future Analysis for
Customer Care Outsourcing by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenues in US$ Billion for the Years 2000 through
2010 (includes corresponding Graph/Chart) II-122

Table 11: World Long-term Projections for Customer Care
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) II-123

Table 12: World 10-Year Perspective for Customer Care
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2003, 2008 and 2012 (includes
corresponding Graph/Chart) II-124

Table 13: World Recent Past, Current and Future Analysis for
Finance & Accounting Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenues in US$ Billion for the Years 2000
through 2010 (includes corresponding Graph/Chart) II-125

Table 14: World Long-term Projections for Finance & Accounting
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) II-126

Table 15: World 10-Year Perspective for Finance & Accounting
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2003, 2008 and 2012 (includes
corresponding Graph/Chart) II-127

Table 16: World Recent Past, Current and Future Analysis for
Human Resource Outsourcing by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenues in US$ Billion for the Years 2000 through
2010 (includes corresponding Graph/Chart) II-128

Table 17: World Long-term Projections for Human Resource
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) II-129

Table 18: World 10-Year Perspective for Human Resource
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2003, 2008 and 2012 (includes
corresponding Graph/Chart) II-130

Table 19: World Recent Past, Current and Future Analysis for
Other Business Process Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenues in US$ Billion for the Years 2000
through 2010 (includes corresponding Graph/Chart) II-131

Table 20: World Long-term Projections for Other Business
Process Outsourcing by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenues in US$ Billion for the Years 2011 through
2015 (includes corresponding Graph/Chart) II-132

Table 21: World 10-Year Perspective for Other Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2003, 2008 and 2012 (includes
corresponding Graph/Chart) II-133


III. MARKET

1. The United States III-1
A.Market Analysis III-1
Current and Future Analysis III-1
Human Resources Outsourcing - A Highly Lucrative and
Rapidly Growing Segment III-2
Key Issues in HRO III-2
The US Imaging and Document Management Outsourcing Market III-2
The Offshoring Advantage III-3
Offshoring Challenges III-3
The Right Strategy for Offshoring III-4
Procurement BPO Market III-4
HR Outsourcing - The Fastest Growing BPO Domain III-4
Outsource to Remain Competitive III-5
Factors Compelling US Businesses to Move to Offshore BPO Sector III-5
The Trend for Relocating III-5
Strategic Corporate Developments III-6
Focus on Select US Players III-34
Accenture III-34
Adaptis, Inc. III-35
Aegis InterWorld, Inc. III-35
Affiliated Computer Systems III-35
Amdocs III-36
Ceridian Corporation III-36
Convergys Corporation III-36
Computer Sciences Corporation III-37
Electronic Data Systems Corp. III-37
Gevity HR, Inc. III-37
Hewitt Associates, LLC III-38
Intelligroup, Inc. III-38
Keane, Inc. III-39
Perot Systems Corp III-39
Sapient III-39
Spherion Corp III-39
StarTek, Inc III-39
Unisys Corporation III-40
B.Market Analytics III-40
Table 22: US Recent Past, Current and Future Analysis for
Business Process Outsourcing by Service Segment - Logistics,
Sales & Marketing, Customer Care, Finance & Accounting,
Human Resource and Other Services Independently Analyzed by
Annual Revenues in US$ Billion for the Years 2000 through
2010 (includes corresponding Graph/Chart) III-40

Table 23: US Long-term Projections for Business Process
Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) III-41

Table 24: US 10-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2003, 2008 and 2012 (includes corresponding
Graph/Chart) III-41

2. Canada III-42
A.Market Analysis III-42
Current and Future Analysis III-42
Strategic Corporate Developments III-42
CGI Group - A Key Canadian Player III-44
B.Market Analytics III-45
Table 25: Canadian Recent Past, Current and Future Analysis
for Business Process Outsourcing by Service Segment -
Logistics, Sales & Marketing, Customer Care, Finance &
Accounting, Human Resource and Other Services Independently
Analyzed by Annual Revenues in US$ Billion for the Years
2000 through 2010 (includes corresponding Graph/Chart) III-45

Table 26: Canadian Long-term Projections for Business
Process Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) III-46

Table 27: Canadian 10-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2003, 2008 and 2012 (includes corresponding
Graph/Chart) III-46

3. Europe III-47
A.Market Analysis III-47
By Region III-47
By Service Segment III-47
Business Process Outsourcing in Europe III-47
Market Snapshots III-47
Outsourcing Business Process III-48
Europe by Region III-48
Germany - A Special Focus III-48
Europe Set to Become a Key BPO Market III-48
HRO Services Market: An Overview III-49
Strategic Corporate Developments III-49
B.Market Analytics III-52
Table 28: European Recent Past, Current and Future Analysis
for Business Process Outsourcing by Geographic Region -
France, Germany, UK and Rest of Europe Independently
Analyzed by Annual Revenues in US$ Billion for the Years
2000 through 2010 (includes corresponding Graph/Chart) III-52

Table 29: European Long-term Projections for Business
Process Outsourcing by Geographic Region - France, Germany,
UK and Rest of Europe Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) III-52

Table 30: European Recent Past, Current and Future Analysis
for Business Process Outsourcing by Service Segment -
Logistics, Sales & Marketing, Customer Care, Finance &
Accounting, Human Resource and Other Services Independently
Analyzed by Annual Revenues in US$ Billion for the Years
2000 through 2010 (includes corresponding Graph/Chart) III-53

Table 31: European Long-term Projections for Business
Process Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) III-54

Table 32: European 10-Year Perspective for Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for France, Germany, UK and Rest of Europe for the
Years 2003, 2008 and 2012 (includes corresponding
Graph/Chart) III-55

Table 33: European 10-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2003, 2008 and 2012 (includes corresponding
Graph/Chart) III-56

3a. France III-57
A.Market Analysis III-57
Current and Future Analysis III-57
Strategic Corporate Developments III-57
B.Market Analytics III-58
Table 34: French Recent Past, Current and Future Analysis
for Business Process Outsourcing by Service Segment -
Logistics, Sales & Marketing, Customer Care, Finance &
Accounting, Human Resource and Other Services Independently
Analyzed by Annual Revenues in US$ Billion for the Years
2000 through 2010 (includes corresponding Graph/Chart) III-58

Table 35: French Long-term Projections for Business Process
Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) III-59

Table 36: French 10-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2003, 2008 and 2012 (includes corresponding
Graph/Chart) III-59

3b. Germany III-60
A.Market Analysis III-60
Current and Future Analysis III-60
Strategic Corporate Developments III-60
B.Market Analytics III-61
Table 37: German Recent Past, Current and Future Analysis
for Business Process Outsourcing by Service Segment -
Logistics, Sales & Marketing, Customer Care, Finance &
Accounting, Human Resource and Other Services Independently
Analyzed by Annual Revenues in US$ Billion for the Years
2000 through 2010 (includes corresponding Graph/Chart) III-61

Table 38: German Long-term Projections for Business Process
Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) III-62

Table 39: German 10-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2003, 2008 and 2012 (includes corresponding
Graph/Chart) III-62

3c. The United Kingdom III-63
A.Market Analysis III-63
Current and Future Analysis III-63
The UK - A Major BPO Market III-63
UK Outsourcing Companies Move Overseas III-63
India - The Chosen One for UK Firms III-64
UK Players Operating in India III-64
Capco III-64
Capita Group III-64
Ventura III-65
Vertex III-65
Strategic Corporate Developments III-65
B.Market Analytics III-70
Table 40: UK Recent Past, Current and Future Analysis for
Business Process Outsourcing by Service Segment - Logistics,
Sales & Marketing, Customer Care, Finance & Accounting,
Human Resource and Other Services Independently Analyzed by
Annual Revenues in US$ Billion for the Years 2000 through
2010 (includes corresponding Graph/Chart) III-70

Table 41: UK Long-term Projections for Business Process
Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) III-71

Table 42: UK 10-Year Perspective for Business Process
Outsourcing by Service Segment - Percentage Breakdown of
Revenues for Logistics, Sales & Marketing, Customer Care,
Finance & Accounting, Human Resource and Other Services for
the Years 2003, 2008 and 2012 (includes corresponding
Graph/Chart) III-71

3d. Rest of Europe III-72
A.Market Analysis III-72
Current and Future Analysis III-72
Eastern and Central Europe Market III-72
Russia III-72
Strategic Corporate Developments III-72
B.Market Analytics III-74
Table 43: Rest of Europe Recent Past, Current and Future
Analysis for Business Process Outsourcing by Service Segment
- Logistics, Sales & Marketing, Customer Care, Finance &
Accounting, Human Resource and Other Services Independently
Analyzed by Annual Revenues in US$ Billion for the Years
2000 through 2010 (includes corresponding Graph/Chart) III-74

Table 44: Rest of Europe Long-term Projections for Business
Process Outsourcing by Service Segment - Logistics, Sales &
Marketing, Customer Care, Finance & Accounting, Human
Resource and Other Services Independently Analyzed by Annual
Revenues in US$ Billion for the Years 2011 through 2015
(includes corresponding Graph/Chart) III-75

Table 45: Rest of Europe 10-Year Perspective for Business
Process Outsourcing by Service Segment - Percentage
Breakdown of Revenues for Logistics, Sales & Marketing,
Customer Care, Finance & Accounting, Human Resource and
Other Services for the Years 2003, 2008 and 2012 (includes
corresponding Graph/Chart) III-76

4. Asia-Pacific III-77
A.Market Analysis III-77
Asia-Pacific Market for BPO III-77
Asia-Pacific Registers High Growth in Outsourcing III-77
HR Outsourcing to Expand III-78
India - A Key Destination for Outsourcing in Asia-Pacific III-78
The BPO Industry - Year 2008 III-78
Outsourcing Remains Strong Despite Margin Pressures III-78
Smaller Companies Under Intense Pressure III-78
Vendors Call for Economies of Scale III-79
BPO Sector Eyes Smaller Cities III-79
Players to Witness Diversified Client Base III-79
Domestic Market Depicts Signs of Waking Up III-79
Mid-Market - the Next Big Stop III-80
The Integration of Software and BPO III-80
KPO Industry Gains Efficiency III-80
IT and BPO Sector to Register High Growth III-80
The IT-BPO Sector Flourishing in India III-81
The Indian Edge in the Global BPO Market III-82
Factors Underpinning the Indian ITES-BPO Exports III-82
Large English Speaking Cohort III-82
Standard Security Setting III-83
Focus on Premium Quality III-83
Enabling Policy Setting III-83
Low-Cost Advantage III-83
Accelerating Business Infrastructure III-83
More Foreign Language Jobs to Create Need for Foreign
Language Professionals III-84
Indian Outsourcing Market III-84
Indian BPO Market in Boom III-84
India Leads in BPO Transactions III-85
Year 2008- Assumes Greater Importance for the BPO Sector III-86
Indian Procurement Service Outsourcing III-86
India Becomes Global BPO Publishing Hub III-86
US Mortgage Outsourcing Opportunity for India III-87
Indian BPOs Under Pressure, as Tier-Two Players Gain Ground III-87
Tier-One Suppliers Face Troubled Waters III-87
North East India Entices BPO Firms III-88
Market Competition III-88
Tier-Two Players Drive on Uneven Ground III-89
BPO Leader - Today India, Tomorrow ?