Worldwide and U.S. Business Process Outsourcing 2008-2012 Forecast: Market Opportunities by Horizontal Business Process

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."