OUR VIEW 1 CATALYST 1 SUMMARY 1 ANALYSIS 2 Investment priorities in BPO are shifting toward non-traditional services 2 In spite of bad press and the risk of outsourcing CRM nearly 35% respondents are still likely to outsource 3 Newer, high-margin BPO services are a growing priority for customers 5 Risk and proximity are strong factors in the offshore decision process 6 Summary 10 APPENDIX 11 METHODOLOGY 11 Definitions 11 Further reading 11 Ask the analyst List of Tables Table 1: Investment priorities in BPO 3 Table 2: Likely to outsource CRM in the next two years 4 Table 3: Likely to outsource BI/performance management in the next two years 6 Table 4: Likelihood of offshoring to specific countries/region, global response 8 Table 5: Likelihood of offshoring to specific countries/region, US response 8 Table 6: Likelihood of offshoring to specific countries/region, financial services response List of Figures Figure 1: Investment priorities in BPO 2 Figure 2: Likely to outsource CRM in the next two years 4 Figure 3: Likely to outsource BI/performance management in the next two years 6
