IDC's Customer Care BPO Competitive Analysis Reveals Improved Market Opportunity

Business Wire, Nov 2, 2005

FRAMINGHAM, Mass. -- According to a recently released IDC study, the continued strength of the global economy will result in an improved market opportunity for customer care services in the near term, followed by solid growth from 2005 to 2009. The report, which provides detailed profiles of 27 leading and innovative customer care BPO providers, placing them within the context of developing trends and locating them within IDC's Leadership Grid, finds that customer care services will continue to gain traction over the next 12-18 months. IDC estimates that 2004 worldwide customer care revenues totaled $45.8 billion and predicts the market will reach $83.5 billion by 2009, experiencing a five-year compound annual growth rate (CAGR) of 12.7%.

"This study is the most sweeping and detailed competitive landscape IDC has published. As the cornerstone of our research in this area, it highlights how several trends and undercurrents - some continuing, others emerging - are affecting how providers build and provide solutions," states Stephen Loynd, senior analyst for IDC's CRM and Customer Care Services program. "The confluence of so many influential trends means that a new paradigm is emerging around the contact center, an understanding that service providers are leveraging the contact center not just to cut costs, but to help transform customer interaction into a new form of revenue generation and value-laden delivery."

The comprehensive report, Worldwide Customer Care BPO 2005 Vendor Profiles: A Competitive Analysis (IDC #33921), addresses essential topics within the customer care BPO landscape, such as the following:

--The market leaders, innovators, and possible up-and-coming players

--The trends and undercurrents affecting the market

--The market segments likely to offer the greatest opportunity for services firms in the near future

--The strategic moves that service providers should consider in light of current trends

--The impact of the developments predicted in this study on the revenues of customer care providers

For more information or to purchase this document, please contact Stephen Loynd at 508-935-4577 or sloynd@idc.com; or Brian Bingham at 508-935-4162 or bbingham@idc.com.

About IDC

IDC is the premier global market intelligence and advisory firm in the information technology and telecommunications industries. We analyze and predict technology trends so that our clients can make strategic, fact-based decisions on IT purchases and business strategy. Over 700 IDC analysts in 50 countries provide local expertise and insights on technology markets. Business executives and IT managers have relied for 40 years on our advice to make decisions that contribute to the success of their organizations.

IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. Additional information can be found at www.idc.com

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