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SUMMARY
This IDC study presents the annual update to the five-year forecast for the
worldwide and U.S. market for customer care services. The purpose of this
document is to identify and quantify the impact of recent trends and events
influencing the customer care services opportunity through year-end 2004 and
their impact on the five-year forecast. Particular attention is paid to the
near-term years: 2004, 2005, and 2006.
This document answers the following questions:
- What are IDC's predictions and assumptions relating to market forces affecting the worldwide customer care services market, and what impact will they have on the market forecasts for the next five years?
- Which assumptions are of sufficient importance that a change in the assumption would result in a change in the market forecasts?
- What impact will developments in this industry have on the players in the market?
- How might the developments predicted in this market affect the revenue of the players?
"In light of the current economic climate, opportunities are increasingly
emerging within the worldwide and U.S. customer care services marketplace.
Being attuned to cost containment, ROI, and business process optimization,
however, must be the mantra if service providers plan to thrive and succeed,"
said Brian J. Bingham, director of CRM and Customer Care research at IDC.
TABLE OF CONTENTS
- Table of Contents
- IDC Opinion
- In This Study
- Methodology
- Executive Summary
- Situation Overview
- Introduction
- Assessment of Current Situation
- What Has Happened in Customer Care Services in 2004?
- Trends in Summary
- Key Buyer Trends
- Key Vendor Trends
- Future Outlook
- Forecast and Assumptions
- Worldwide Market Review
- Table: Worldwide and U.S. Customer Care Services Revenue, 2004 and 2009 ($M)
- Table: Key Forecast Assumptions for the Customer Care and BPO Services Market, 2005-2009
- Worldwide Customer Care Services: Market Forecast by Service Offering
- Table: Worldwide Customer Care Services Revenue by Service, 2004-2009 ($M)
- Forecast in Review
- Outsourcing Services
- Consulting Services
- Worldwide Customer Care Services: Market Forecast by Region
- Table: Worldwide Customer Care Services Revenue by Region, 2004-2009 ($M)
- Americas
- Asia/Pacific
- EMEA
- Worldwide Customer Care Services: Interaction Services by Service Activity
- Service Activities
- Table: Worldwide Customer Care Services Revenue by Service Activity, 2004-2009 ($M)
- Campaign Mix
- Revenue by Service Activity, 2004
- Revenue by Service Activity, 2005 and Beyond
- U.S. Customer Care Services: Market Forecast by Service Offering
- Forecast in Review
- Table: U.S. Customer Care Services Revenue by Service, 2004-2009 ($M)
- U.S. Customer Care Services: Interaction Services by Service Activity
- Service Activities
- Table: U.S. Customer Care Services Revenue by Service Activity, 2004-2009 ($M)
- Campaign Mix
- Market Size Matters
- Essential Guidance
- The Opportunity for Customer Care Service Firms
- Distinct Value-Add
- Winning Attributes
- Learn More
- Related Research
- Definitions
- Contact Center
- Contact Center Agent
- Contact Center Outsourcing
- Nearshore Outsourcing
- Offshore Outsourcing
- Customer Care Services
- Client
- Customer
- Customer Relationship Management Services
- Customer Data Repository
- Text Chat
- Web Collaboration
- Web-Enabled Contact Center
- Voice over Internet Protocol
- Outbound, Inbound, and Blended Interaction
- Methodology
- Primary Data Sources for Sizing the Customer Care Services Market
- Secondary Data Sources for Sizing the Customer Care Services Market
- Worldwide Data Gathering
- Global Regions
- Leaders in Customer Care Services: IDC's Top 20 by 2004 Sales Revenue
- Table: Worldwide Customer Care Services Revenue for the Top 20 Vendors, 2004
- Synopsis
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