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Growth Opportunities and Markets for IT Outsourcing: New Possibilities for Contact Center, Infrastructure, Applications and Business Process Outsourcing
Business Insights, Oct 2007, Pages: 168
CHAPTER 1: INTRODUCTION
CHAPTER 2: MARKET OUTLOOK
Introduction
Why IT outsourcing still represents a valuable
market opportunity
What barriers remain
CHAPTER 3: MARKET OPPORTUNITIES
Introduction
Sales and marketing – is there a future for
outsourced outbound calling?
- Consumer hostility
- Legislative challenges
- High costs
- Poor quality perception
- Outsourced outbound to increase
- Regional analysis
- Drivers of outsourced outbound contact
centre services
- Cost savings
- Professional approach
- Increased commercial opportunities
- Outsourcers can leverage a number of
strategies to increase outbound revenues
- Emphasize professional nature of services to
prospective investors
- Show real cost savings
- Emphasize abilities in value-added services
Outsourcing to improve customer service and
reduce cost-to-serve
- In contested mass consumer markets,
managing cost-to-serve is a challenge
- The UK energy utilities have managed
cost-to-serve to differing degrees of success
- Infrastructure spending can deliver
significant cost-to-serve improvements
- Effectively designed infrastructure further
facilitates outsourcing
- Technology will determine by how much
further the cost-to-serve can fall
- Ongoing cost improvements will be
technology driven, though regulatory
requirements will also impact
Outsourced voice services
- Market outlook
- Vendor strategies
- Cost
- Market awareness
- Expertise
- Selling the solution
- Partners
General vendor strategy points
CHAPTER 4: CONTACT CENTER OUTSOURCING
Introduction
- What’s driving contact centre outsourcing?
- Reduced costs
- Technology costs
- Cost management
- Quality of labour
- Ample labour
Contact centre outsourcing trends
- Slowing growth in traditional offshore
locations
- Exclusive nearshoring – closer proximity but
higher prices?
- Profiting from ‘bestshoring’
New trends and developments
- Hosted contact centres
- Selling hosted contact centres
- Video contact centres
- Who is likely to buy video contact centres?
- Virtual contact centres
- The customer-centric enterprise
- Remote working
- IP telephony
- Small and Greenfield contact centres
- Hosted IP contact centres
- Implications for vendors
CHAPTER 5: DEVELOPMENTS IN INFRASTRUCTURE OUTSOURCING
Introduction
- Infrastructure outsourcing is the most
mature IT outsourcing domain
New trends and developments
- Managed and outsourced network services
represent a large but slow-growing market
- Highest growth markets are network,
voice/data convergence and security services
- Trends in mobility, security and applications
are influencing networking contracts
- Security and privacy managed services is the
fastest growing infrastructure services market
- The hosting services market
- Storage services revenue growth is strong,
relative to other infrastructure services
- Managed and outsourced desktop services
is a mature infrastructure services market
- Desktop maintenance is a low-growth
market opportunity
CHAPTER 6: DEVELOPMENTS IN APPLICATION OUTSOURCING
Introduction
- Access to expertise and the latest
technologies are primary motivators
New trends and developments
- Integration and packaged applications are
end-user priorities
- Service orientated architectures
- Outsourcing packaged applications is most
likely amongst verticals with less in-house IT
- Total application outsourcing: a new trend?
- The offshore impact
Vendor recommendations
- Help clients reduce IT complexity to improve
efficiency and reduce cost
- Package professional services in the deal
- Assume the position of trusted advisor
- Low cost service centres for best product mix
- Position services to take advantage of
growing SMB adoption and complete
outsourcing contracts
- Range of offering and pricing flexibility
creates the most opportunity for vendors
- Regional and industry specific knowledge
- Demand for ‘global sourcing’
CHAPTER 7: DEVELOPMENTS IN BUSINESS PROCESS OUTSOURCING
Introduction
- BPO deals shrink in scope in spite of growth
in signings
New trends and developments
- Investment priorities in BPO are shifting
toward non-traditional services
- Newer, high-margin BPO services are a
growing priority for customers
- Risk and proximity are strong factors in the
offshore decision process
Further vendor recommendations
- Expand their portfolio to create flexibility and
insulate against commoditization
- Don’t disregard CRM outsourcing
- BPO services appeal to a broad spectrum of
adopters for a variety of reasons
- Offshoring is an important part of the BPO
market but market education still needed
- Vendors are less likely to risk larger, more
complex deals
- European BPO is far from a developed
market
- There is significant scope for consolidation
amongst vendors in this market
- Vendors should manage the sales process
- Multi-process deals a likely feature of the
BPO market for some time to come
8: THE SMB OUTSOURCING OPPORTUNITY
Introduction
SMBs show traditional attitudes to selecting IT
vendors
- SMBs more likely to trust national telecoms
provider/national ISP for managed services
Many vendors supply the UK SMB market
- SMBs are happy with their service providers
A relatively low proportion of SMBs currently
outsource their IT services
- Most SMBs manage their firewalls in house
Security is a key consideration in IT
outsourcing decisions
- Security updates and patching is the most
outsourced area
- Security is the most pressing technical
requirement for SMBs
- SMBs look to vendors to provide security
and Internet connectivity
The majority of SMBs have some form of risk
mitigation in place
Barriers to outsourcing
- Cost and loss of control
- A small proportion of SMBs foresee their IT
function as fully managed externally
Conclusions
CHAPTER 9: OFFSHORING
Introduction
- The benefits of offshore outsourcing
- But not all companies are ready for offshore
- Some processes are more conducive to
offshore outsourcing than others
- Different offshore locations offer distinct
advantages
New trends and developments
- Vertical expertise will become an important
competitive differentiator in offshoring
- India’s offshore outsourcing market
- Contact centre offshore outsourcing in CEE is
projected to grow through 2010
- Contact centre outsourcing in North Africa is
growing fuelled by offshore demand
- CALA: Looking beyond Mexico
-Vendor recommendations
TABLES
-Global hosted APs, 2006-2010
-Global managed and outsourced network
services market revenues 2005 to 2009 ($m)
-Security and privacy managed services market
revenues 2005 to 2009 ($m)
-Indian outsourced APs, 2005-2010
-CEE outsourced APs (000s), 2005-2010
-Key themes for evaluating emerging CALA
offshore locations
FIGURES
-Enterprise outsourcing and managed services
market conceptualization
-Global APs in outbound sales and marketing
functions, 2006-2012
-Functions likely to outsource in the next year
-Rating of criteria when choosing outsourcer
-Forecasts 2005-2010
- Indian and Philippine outsourced AP growth
- Remote workers as a % of total APs globally
- Indian offshore outsourced demand
-Customer service silos
-Total IP APs and IP APs as a % of total
-Solid growth is forecast in infrastructure
outsourcing and managed services
-Investment priorities in applications
-BPO services globally, 2006-2008
-Investment priorities in BPO
-Factors when selecting an IT vendor
-Only a small proportion of SMBs choose to
outsource the management of their firewalls
-SMBs expect vendors to provide security and
Internet connectivity services
-40% of SMBs state cost as the strongest
reason preventing them from outsourcing
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