Business Process Outsourcing (BPO) - Global Business Strategic Report

Global Industry Analysts, Inc, May 2012, Pages: 1281

This report analyzes the worldwide markets for Business Process Outsourcing (BPO) in US$ Million by the following Horizontal Segments: Finance & Accounting, Customer Services, HR, KPO, and Procurement. The market is also analyzed by the following End-Use Verticals: Manufacturing, Telecommunications & Technology, Banking, Insurance & Finance Services, Retail, and Others (Includes Construction, Transportation, Travel, Healthcare, and Government among Others). The report provides separate comprehensive analytics for the US, Canada, Asia-Pacific, Europe, and Rest of World. Annual estimates and forecasts are provided for the period 2010 through 2018. Also, a six-year historic analysis is provided for these markets. The report profiles 357 companies including many key and niche players such as Accenture Plc, Automatic Data Processing, Inc., Xerox Corporation, Aon Hewitt, Capgemini, Capita Plc, Ceridian Corporation, CGI Group, Inc., Cognizant Technology Solutions Corporation, Computer Sciences Corporation, Dell Services, EXLService Holding, Inc., Genpact Limited, HP Enterprise Services, IInfosys BPO Ltd., Intelligroup, Inc., International Business Machines Corporation, KARVY Global Services Limited., Keane, Inc., NorthgateArinso, Procurian, Inc., Randstad Holding n.v., Serco Group, Plc, Intelenet Global Services Pvt. Ltd., StarTek, Inc., Steria, Syntel, Inc., Tata Consultancy Services Limited, TriNet Group, Inc., Wipro Limited, and WNS (Holdings) Limited. Market data and analytics are derived from primary and secondary research. Company profiles are primarily based upon search engine sources in the public domain.

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BUSINESS PROCESS OUTSOURCING (BPO)

A GLOBAL STRATEGIC BUSINESS REPORT

CONTENTS

I. INTRODUCTION, METHODOLOGY & PRODUCT DEFINITIONS
Study Reliability and Reporting Limitations I-1
Disclaimers I-2
Data Interpretation & Reporting Level I-3
Quantitative Techniques & Analytics I-3
Product Definitions and Scope of Study I-3
Horizontal Segment I-4
Finance & Accounting I-4
Customer Services I-4
Human Resources Outsourcing I-4
Knowledge Process Outsourcing I-5
Procurement BPO I-5
End-Use Segments I-5
Manufacturing I-5
Banking, Insurance & Finance Services (BFSI) I-6
Telecommunications & Technology I-6
Retail I-7
Others I-7

II. Executive Summary

1. INDUSTRY OVERVIEW II-1
A Prelude II-1
High Potential for ‘Business Transforming' BPO Services II-1
BPO: Market Characteristics, Growth Drivers and Determinants II-2
Recession Slows Down Growth in the Outsourcing Industry II-2
Table 1: Global BPO Contracts by Size (Total Contract Value):
2010 (includes corresponding Graph/Chart) II-3
Post Recession Prospects II-4
Current and Future Analysis II-4
Debt Crisis Reinforces Focus on Outsourcing II-5
Emerging Markets Spur Growth II-6
Growth Opportunities in Service Segments II-6
BPO Adoption in End-User Markets II-7
Table 2: BPO Services in End-Use Markets - Ranked by CAGR
(includes corresponding Graph/Chart) II-8

2. MARKET DYNAMICS II-9
Sourcing Strategy/Model: Means to Achieve Business Process II-9
Sole Sourcing - A Model for Increasing Operational Efficiency II-9
One-Stop-Shop for Comprehensive HR Outsourcing II-9
Multi-Source Approach: Gains Strength II-10
Benefits of Multi-Sourcing Approach II-10
Challenges Facing Multi-Sourcing Strategy II-10
Offshore BPO: Driving Cost-Effectiveness II-11
Table 3: Global Offshore BPO Market by Destination Country
(2011): Percentage Share Breakdown of Revenues (includes
corresponding Graph/Chart) II-12
Offshore Outsourcing of Call Centers II-12
Protectionism - Implications for Offshore BPOs II-12
A Brief Sketch of Major Outsourcing Centers II-13
India II-13
China II-14
Malaysia II-14
Czech Republic II-14
Singapore II-14
Philippines II-14
Brazil II-15
Canada II-15
Poland II-15
Egypt II-16
Mexico II-16

3. MARKET TRENDS II-17
Major Trends - In a Nutshell II-17
Alternate Offshore Locations Challenge Dominance of
Traditional Centers II-18
Latin America Emerges as a Global Delivery Location II-18
Continental Europe Opens Up to BPO II-19
New Business Areas Make Gains II-19
Industry-Specific BPO Services Continue to Gain Strength II-19
Supply Management Outsourcing Market on an Upswing II-20
Regulatory Changes to Drive BPO Uptake II-20
BPO: Heading towards Commoditization? II-20
Contract Pricing: A Sticking Point II-21
Vendors Endeavor to Address the Unique Needs of SME & Mid-
Market Sectors II-21
Advanced Technologies Come to the Aid of BPO Providers II-21
Social Networking Trend Transforms Business Strategies II-22
Growing Popularity of Cloud Computing II-22
BPO Providers Warm up to Green Computing II-22
Nearshoring Finds Favor among Businesses II-23
Growing Significance of Value Addition II-23
Platform BPO - A Key Driving Factor II-23
Merchants Opt for Outsourcing to Protect Credit Card Data II-23
Growing Proportion of Non-Linear Revenues II-24
Demand for BPOs that Bring About Transformational Change II-24
The Importance of Impact Sourcing II-24

4. AN INSIGHT INTO MAJOR HORIZONTAL SEGMENTS II-25
Finance and Accounting BPO (FAO) II-25
Customer Services BPO II-25
Human Resources BPO (HRO) II-26
Recruitment Process Outsourcing (RPO) II-27
HR Outsourcing Types II-27
Procurement BPO II-28
Knowledge Process Outsourcing (KPO) II-28
BPO Vs KPO II-29

5. FINANCE & ACCOUNTING OUTSOURCING II-31
A Dynamic Segment II-31
Snapshots II-31
Challenging Market Environment Spurs Outsourcing Demand II-32
Recession Compels Strategy Change II-32
Steady Growth Prospects II-33
Regulatory Compliance: Key Driving Factor II-33
Growing Demand from Emerging Markets II-34
Customers Look to Scale Up II-34
Technology Augmentation Comes into Vogue II-34
Verticalization Trend in FAO II-34
Tier-II Providers Look to Expand Share II-34
Innovation: A Key Factor II-34
Year 2010: A Review II-35
In a Nutshell II-35
Segment Overview II-35
Table 4: Global F&A BPO Market by Industry (2008-2010):
Percentage Share Breakdown of Total Contract Value of
Engagements for Telecom, Software & Hi-Tech
Utilities,
Energy & Chemicals
Banking, Financial Services/Insurance

Consumer Packaged Goods
Manufacturing
Retail

Transportation & Logistics
and Others (includes
corresponding Graph/Chart) II-36
New Contracts & Renewals: Opportunities for Growth II-36
ACV Increases for Multi-Process FAO Contracts II-37
Changing Industry Dynamics Influence BPO Vendor Selection II-37
Pricing Models of BPO Vendors II-38
Traditional Pricing II-38
Value-based Pricing II-38
Outcomes-based Pricing II-38
Competitive Landscape II-38
FAO Vendor Landscape II-39
Table 5: Leading Players in the Global F&A BPO Market
(2010): Percentage Share Breakdown of Revenues for
Accenture, IBM, Genpact, ACS, Capgemini, and Others
(includes corresponding Graph/Chart) II-39

6. CUSTOMER SERVICES BPO II-41
A Prelude II-41
Opportunities from Growing Web-Based Interactions II-41
Asia-Pacific: A Favored Destination for Contact Centers II-42
Contact Center Outsourcing Services Makes Inroads into New
Verticals II-42
Service Providers Adopt New Strategies II-42

7. HR BUSINESS PROCESSES OUTSOURCING II-43
A High-Profile Segment II-43
Future Growth Opportunities II-43
Snapshots II-44
HR Activity in the Recent Past: A Review II-44
Table 6: Number of HRO Transactions, Worldwide (2003-2008)
(includes corresponding Graph/Chart) II-45
RPO: Opportunities for Growth II-45
Multi-Process HRO Market: An Overview II-45
Competitive Landscape II-46
Competitive Landscape in the Global Multi-Process HRO Market II-46
Noteworthy Trends & Issues II-47
Cost Reduction: Finding Favor Again in Difficult Times II-47
Recession Ups Adoption of Single Process Deals II-47
Companies to Continue to Feeling the Heat of Recession II-47
Contract Renewals - On the Rise II-47
Buyers to Adopt a Tighter Focus II-48
Shrinking Deal Sizes II-48
Emergence of Mid-Market II-48
Demand for Newer & Innovative Platforms II-49
Trend Towards Process Convergence II-49
Transformation to Services TCO II-49
‘Transformational-Transfer' & ‘Component Based' Models Find
Acceptance II-49
Focus on Short-term Deals II-49
Fewer Processes in Multi-process HRO Deals II-50
Best-of-the-Breed Concept Gains Strength II-50
Multi-Country Presence of Vendors II-50
Asia-Pacific: Center of Attraction II-50
Talent Acquisition, Effective Alignment of Skills & Processes II-50
Talent Retention: An Equally Important Task II-51
Rising Significance of Analytics II-51
HR Portal: The Latest Trend II-51
Migration to the Cloud II-51
Self-Service: An Option for Mobile Workforce II-51

8. KNOWLEDGE PROCESS OUTSOURCING II-52
Knowledge-Intensive Companies Foster Demand for KPO Services II-52
KPO Industry Fights the Recession II-52
Implications of Depreciating Rupee on the KPO Industry II-53
India: The Leader in KPO Marketplace II-53
BFSI Research and Analytics Services II-53
Legal Research and Legal Process Services II-53
Publishing Services II-54
BPO Providers Look to Extend Presence into KPO Sector II-54
Shift towards Value Creation - The Only Way Out II-54
Supplier Glut Imminent II-55
KPO Companies Focus on Productivity II-55
Future Looks Bright for Analytics Outsourcing Market II-55

9. PROCUREMENT BPO II-57
Introduction II-57
Key Demand Generators II-58
Year 2010: A Review II-58
Multi-Process Procurement BPO: An Overview II-58
Growing Significance of Procurement Function II-59
Future Opportunities: An Increasingly Strategic Role for PO II-59
Clients Look for New Business Models II-60
Relevance of Procurement Outsourcing for Large Businesses II-60
Challenges Confronting PO Vendors II-60
Leading Players II-61
Market Leaders & Challengers in the Global Procurement
Outsourcing Market II-61
Player Strategies II-61
Logistics BPO II-62

10. COMPETITIVE LANDSCAPE II-63
BPO Industry: Competitive Scenario II-63
Consolidation Activity Intensifies II-63
Leading Players II-63

11. SERVICE OVERVIEW II-64
Introduction II-64
Vertical Vs Horizontal BPO II-64
Vertical BPO II-64
Horizontal BPO II-65
Onsite, Offsite and Offshore BPO Models II-66
Onsite Business Process Outsourcing II-66
Offsite Business Process Outsourcing II-66
Offshore Business Process Outsourcing II-66
BPO Business Models II-67
Types of BPO Structures II-68
Common Services Offered by BPO Providers II-69
Customer Support Services II-69
Technical Support Services II-69
Employee IT Help-desk Services II-69
Telemarketing Services II-70
Insurance Processing II-70
Data Conversion Services II-70
Data Entry Services II-70
Planning for BPO II-70
Why Outsource to Third World Countries? II-71
The BPO Advantage II-71
How is BPO Different from ASP? II-71
Platform BPO II-72
Platform BPO Vs Traditional BPO II-72
Advantages of Platform BPO II-73
Challenges Facing Platform BPO II-73

12. REVIEW OF SELECT END-USE MARKETS II-74
Manufacturing Sector II-74
Telecommunications Industry II-74
Retail Sector II-75
Banking, Insurance & Finance Services II-75
Bookkeeping II-76
Budgeting II-76
Credit Card Processing II-76
Financial Reporting II-76
Financial Statements II-77
General Ledger Maintenance II-77
Bank Reconciliation Statement II-77
Financial Analysis II-77
Preparation of Tax Returns II-78
Mortgage Processing Services II-78
MPO Market: Recession & Beyond II-79
Banking Sector II-79
Business Case for Outsourcing in Banking Sector II-79
Insurance II-80
A Prelude II-80
Industry on the Recovery Mode II-81
Healthcare Insurance II-82
Travel & Transportation Industry II-83
Travel Services II-83
Airline Industry II-83
Logistics and Transportation II-84
Healthcare Industry II-85
Select Outsourced Services II-85
Medical Billing Service II-85
Medical Claims Filing II-85
Medical Coding II-85
Medical Transcription Outsourcing II-86
Life Sciences Outsourcing II-86
Complexities in Outsourcing of Healthcare Processes II-86
A Fragmented Market II-87
Leading Players in the Healthcare BPO Market II-87
Government BPO II-87
Construction II-87

13. SERVICE/PRODUCT LAUNCHES II-88
Visionet Launches BPO Services II-88
Capgemini Introduces New BPO Supply Chain Administration Services II-88
Inspirage to Unveil Oracle-based BPO Service II-88
TriZetto Group Expands BPO Services Portfolio II-88
Broadridge Financial Solutions Unveils New BPO Services II-89
Broadridge Financial Solutions Expands BPO Services II-89
Infosys BPO Introduces Enhanced Sales and Fulfillment
Outsourcing Services II-90
NewlineNoosh Enhances Noosh II-90
SOURCECORP Introduces Revenue Integrity and Risk Assessment
Offering II-90
TCS to Launch Platform-Based BPO II-90
KUNNECT Unveils Call Center Solutions II-91
ACS Introduces SyncHRO II-91

14. RECENT INDUSTRY ACTIVITY II-92
IBM Acquires Emptoris to Extend Smarter Commerce Initiative II-92
Infosys BPO Acquires Portland Group II-92
ADP Acquires SHPS' Human Resource Solutions Subsidiary II-92
ADP Acquires Ma Foi Consulting Solutions II-93
Serco Acquires Intelenet II-93
Randstad Holding Acquires SFN Group II-93
Capgemini Takes Over VWA's Order to-Cash Business II-94
EXL Takes Over Trumbull Services II-94
Genpact Takes Over Headstrong Corporation II-94
GameCorp to Takeover OC Communications II-95
Serco Acquires Excelior II-95
Pinnacle Acquires Provade II-95
Vertex Group Takes Over Shell Transource II-95
NCO Group Takes Over Protocol Global Solutions II-96
Procontact Merges with Execom II-96
ExlService Acquires Outsource Partners International II-96
Xchanging to Acquire Two Businesses of Cambridge Solutions II-96
Smartsalary Takes Over PBI Benefits Solutions II-97
Phinma to Take Over BBI and Majority Stake in Fuld II-97
Firstsource to Acquire Majority Share in Dialog Business Services II-97
Itella Information Takes Over NewSource II-97
HOV Services and SOURCECORP Complete Merger II-98
Allus Global BPO Center Takes Over Contax Participacoes II-98
Cambridge Solutions to Divest CISGI Operations II-98
Mahindra Satyam BPO Renews Contract with NAVTEQ II-99
CSC to Extend BPO Services to Asian Regions II-99
Tata Power to Extend Rural BPO Center II-99
Dialog Axiata to Form Joint Venture with Firstsource Solutions II-99
RSA and Accenture Extend Agreement II-99
HCL Technologies and Cforia Software Enter into Partnership II-100
Accenture Extends BPO Agreement with Enbridge Gas Distribution II-100
BNP Paribas and Accenture Enter into BPO Deal II-100
Cognizant, Visma JV Wins Outsourcing Contract from Norway Post II-101
Infosys BPO Announces Renewal of Contract with Alcoa GBS II-101
McCamish Systems and Pegasystems Enter into Strategic Business
Alliance II-101
McCamish Inks Deal with Phoenix II-102
inContact Enters into Partnership with Bayantel II-102
Intelenet Establishes BPO Facility in Dubai II-102
Apollo Hospitals to Sell Minority Interest in Apollo Health
Street II-102
Paxys Divests Stake in WNS Philippines II-102
Wipro Sets Up Rural BPO Centre II-103
TCS to Set Up BPO Center in Ahmedabad II-103
Consolidated Gulf Commences BPO Services II-103
DDD Commences Operations in Kenya II-103
Accenture Receives Multi-Year Contract from CEVA Logistics II-104
Capgemini and CA Technologies Enter into Partnership II-104
Morris and NIIT Enter into Strategic Partnership II-104
Intacct and AcctTwo Extend Partnership II-105
MphasiS Enters into Strategic Partnership with Trintech II-105
Frontline Consulting Services Enters into Agreement with Oracle II-106
SPi Global Holdings to Establish New Facilities II-106
Sitel to Setup New Call Center in Serbia II-106
R R Donnelley Establishes BPO Facility in Colombo II-106
Hinduja Global to Establish BPO Centres in Latin America and
China II-107
Blue Cross and Blue Shield of Minnesota and TMG Health Ink
Agreement II-107
Accenture Bags Three-Year Contract from Enel Energia II-107
Marias and Insuresoft Enter into Partnership II-107
Tech Mahindra Starts BPO Operations in Philippines II-108
HEROtsc Sets Up Customer Support Center in Gurgaon II-108
Capgemini Opens First BPO Center in Gurgaon II-108
Stellar Global to Start Operations in Philippines II-108
TeleTech Holdings to Expand Operations II-108
HCL Signs Three Agreements in Banking, Media and Logistics
Domains II-109
C3i Opens New Operations Center in China II-109
WNS to Establish Two Centers in India II-109
Xerox Acquires ExcellerateHRO II-109
Aon Merges with Hewitt Associates to Form Aon Hewitt II-109
Xerox Takes Over TMS Health II-110
Xerox Takes Over Spur Information Solutions II-110
Accenture Acquires Business Process Outsourcing and Sourcing
Services of Ariba II-110
Tricom India to Take Over GTESS Corporation's Assets II-110
Concentrix to Acquire e4e II-111
iQor Holdings Acquires RMS II-111
Aegis Acquires Actionline II-111
Capgemini Brazil Takes Over Sonda Procwork Center II-111
Sutherland Global Services Takes Over Adventity Global Services II-112
Vertex and Shell Transource Enter into Joint Venture II-112
Ferrari Financial Services Extends Agreement with Fiserv II-112
CSC and Sunshine State Insurance Company Renew Service Contract II-113
3i Infotech Forms JV with Nigerian Firms to Establish BPO Center II-113
Aamal Company Inks Partnership Agreement with ECCO Outsourcing II-114
Accenture and Statoil Ink Contract II-114
Bharti Zain Grants BPO Contract to Spanco, IBM and Tech Mahindra II-114
Oracle Collaborates with ITC Infotech II-114
Mahindra Satyam BPO and Direct Channel Holdings Enter into
Partnership II-115
Capgemini Signs Supply Chain BPO Agreement with Nokia Siemens
Networks II-115
Microsoft Inks Partnership Deal with arvato II-115
EPIC Connections Enters into Partnership with inContact II-116
Genpact Inks Partnership with MajescoMastek II-116
Datamatics Partners with JSW to Setup Rural BPO II-116
Swiss Re Signs Extension of BPO Contract with CSC II-116
Tata Consultancy Services Establishes BPO Facility in Philippines II-117
Patni Computer Systems Establishes New Delivery Center II-117
MphasiS Establishes BPO Center in Raipur II-117
Accentor and KF Shared Services Ink BPO Agreement II-117
Dubai World Trade Centre Signs Long-Term BPO Agreement with IBM II-118
Barclaycard and Firstsource Solutions Sign Partnership Agreement II-118
Intelenet in Strategic Partnership with Barclays II-118
Intelenet Bags Call Center Outsourcing Deal for UID Project II-118
TriZetto Takes Over Tela Sourcing II-119
Xerox Acquires ACS II-119
Aditya Birla Minacs Takes Over Compass BPO II-119
TriNet Group Takes Over Gevity II-119
NorthgateArinso Acquires HR Management Unit of Convergys II-119
Dibon BPO Takes Over ARO Inc. II-120
Sykes Enterprises Acquires ICT Group II-120
Genpact to Take Over Intelenet Global Services II-120
Fusion BPO Merges with Centennial Marketing Group II-120
VWA Merges with Aon II-121
Apax Acquires Major Stake in Tivit II-121
Ingenix to Take Over CareMedic Services II-121
NTT to Buy Majority Stake in Emerio GlobeSoft II-121
Aegis to Acquire Customer Service Centre from Sallie Mae II-122
Avantha Group Acquires Pyramid Healthcare Solutions II-122
ICICI Bank to Reduce Interest in Firstsource II-122
AL Tamimi Enters into Joint Venture with Intelligroup II-122
HCL BPO Forges Partnership with Talisma Corp II-122
WNS Renews Agreement with Sabre Holdings II-123
TechTeam Inks Agreement with Stefanini II-123
DataCede Signs Agreement with MFX II-123
Bristlecone Signs Agreement with SAP II-124
CMS Cameron McKenna Inks Outsourcing Agreement with Integreon II-124
Carter's Inks Web Commerce Services Agreement with PFSweb II-125
UTV Inks Agreement with IBM II-125
Aditro to Provide Outsourcing Services to Maersk II-125
TechTeam Global Signs Contract with Orange Business Services II-125
TCS Bags BPO and IT Contract from PADA II-126
Mahindra Satyam Renews Contract with Glaxo SmithKline II-126
Integreon Bags Contract from CMS Cameron McKenna II-126
Genpact Inks Contract with Hikari Tsushin II-126
BancTec and BMO Capital Markets Sign BPO Contract II-126
Capgemini Extends BPO Contract with Syngenta II-127
Hindustan Unilever Divests Remaining Share in Capgemini II-127
State Auto Mutual Insurance Chooses BancTec II-127
Reliance World Inks Agreement with Aryans II-128
Infosys BPO Partners with CIMA for Training Programs II-128
WNS Implements Oracle E-Business Suite for Minerals Technologies II-128
Aegis BPO Signs Contract with Vodafone Essar II-128
Energizer Philippines to Establish BPO Facility II-128
Essar Group to Set Up Technology Parks in India II-129
Wipro Establishes New Facility in Melbourne II-129
Patni Computer Systems Establishes New BPO Center in Texas II-129
EXL to Establish BPO Facilities at Jaipur and Noida II-129
Infosys Establishes Rural BPO Unit in Andhra Pradesh II-129
Intelenet Establishes New Facility in Poland II-130
NBAD Private Bank Deploys B-Source Master II-130
Infosys Technologies to Establish BPO Center in Hyderabad II-130
Infosys BPO to Start Centers in Europe II-130
RuralShores Business Services to Establish BPO Centers II-130
Xchanging to Establish BPO Center in Solan II-131
Genpact to Establish Business Process Outsourcing Centers in
Small Cities of India II-131
Hinduja Unveils New Global Delivery Center in India II-131
ABM to Expand Operations in Europe II-131
Dell Services Acquires Perot Systems II-131
EXL Acquires AmEx's Travel Services Captive II-132
PLDT Takes Over LMS II-132
Infosys BPO Acquires McCamish Systems II-132
Aegis Takes Over CCN Group II-132
HDFC Takes Over Stake in Rural BPO II-133
ACS to Take Over Anix II-133
Sequoia Acquires Stake in Eclerx II-133
Essar Announces EITH Merger with Aegis II-133
Ayala Corp. Acquires On-Site Sourcing II-133
EXL Takes Over BPO Unit of Schneider Logistics II-133
Fortify Takes Over UCA Services II-134
H.I.G. Capital and Reprise Management Group Acquire NARS II-134
Aegis BPO Acquires UCMS Group II-134
Aegis Acquires Majority Stake in Ismart Timex II-134
Stream Global Services Merges with EGS II-135
Spice Televenture and Spanco Establish BPO JV II-135
Trianz in Joint Venture Agreement with Vee Technologies II-135
Ocwen Financial to Spin Off Shoot Ocwen Solutions II-135
ACS to Snap Up e-Services Group International II-136
JD Group Increases Stake in Blake Contact Center II-136
Lovelace Health Inks BPO Agreement with TriZetto II-136
RSA Extends BPO Agreement with Accenture II-137
Haishi Invests in Join Innovation Technology II-137
Essar Group to Invest in J&K II-137
CDC Global Services to Expand BPO Operations II-137
Achievo to Provide BPO Services in Japan II-137
PRWT and Epitome to Provide Technology Enhanced BPO II-137
Lam Research Renews Outsourcing Agreement with IBM II-138
Wipro Collaborates with Oracle II-138
WNS Inks Partnership Deal with Trintech Group II-138
CSC in New Deal with Wilton Re II-138
Accenture to Support Global Operations of Banco Santander II-139
Kraft Foods Signs BPO Agreement with IBM II-139
Samsung Signs Deal with InnerWorkings II-139
ATCO I-Tek Signs Agreement with Wipro II-139
Bantec Inks BPO Agreement with Exelon II-139
RDA Inks Agreement with Arvato Print Management GmbH II-139
Infosys BPO to Partner with Rural BPO Operators II-140
Friends Provident Inks Contract with Wipro II-140
Sitel to Provide BPO Services to Global Travel Management Company II-140
Ceridian to Combine Multinational Business and HR Outsourcing
Teams II-140
Unitech Wireless BPO Contract to Genpact II-140
Accenture Renews Outsourcing Contract with RSA II-140
I-T Department Awards BPO Contract to Infosys II-141
Scandinavian Airlines Awards Seven-Year Contract to Accenture II-141
Idea Cellular Awards BPO Contract to Aditya Birla Minacs II-141
Firstsource Signs Five-Year Agreement with Idea II-141
Citigroup Awards BPO Contracts to Wipro II-142
Tech Mahindra Bags Etisalats BPO Contract II-142
AmEx to Sell Portion of BPO Units II-142
Inktel Direct Establishes Inktel Direct Government BPO Services II-142
Perot Systems to Set Up More Facilities II-142
Tesco to Expand its Bangalore Facility II-142
Hinduja Global to Open New Delivery Centres in India II-143
TCS Opens New Global Delivery Centre in Argentina II-143
Tech Mahindra Sets Up Center of Excellence in UK II-143
IGT Establishes Outsourcing Unit in Manila II-143
Motif Sets Up Delivery Center in Costa Rica II-143
FSL to Enter into BPO Market II-143
Cognizant Expands Phoenix Operations II-143
Tech Mahindra Opens New BPO Unit in Chandigarh II-144
Amtex to Expand BPO Facility in India II-144

15. CORPORATE ACTIVITY IN THE RECENT PAST - A PERSPECTIVE BUILDER II-145
Xchanging to Take Over Cambridge Solutions II-145
Transcosmos Merges with Logicall II-145
REcap to Purchase HOV Services II-145
TCS Takes Over CGSL II-145
KKR Takes Over Northgate II-145
arvato Takes Over Qualytel Teleservices II-146
HCL to Acquire CPS II-146
Aegis Acquires Offshore Business of PeopleSupport II-146
PriceWaterhouseCoopers India Takes Over ECS II-146
Nomura Inks Acquisition Deal with Lehman Brothers II-147
NCO Takes Over Outsourcing Solutions II-147
Vista Acquires Cyborg from Hewitt II-147
Idhasoft Takes Over Enterpulse II-147
Foresters to Take Over BPO Unit of Unity Life II-147
BPO Management Services Merges with Healthaxis II-148
BankAm Plans Merger of Continuum Solutions with CIS II-148
Serco Enters Indian BPO Sector II-148
Omega to Expand India Operations II-148
HTMT Global Solutions to Expand BPO Operations II-148
H.I.G. Capital Divests Stream Holdings II-148
Omidyar and UEF Invest for Comat Expansion II-149
Zensar Enters into Agreement with Kotak II-149
Quadrem Inks BPO Deal with SAP II-149
SAP Invests INR10 Crore in Newgen II-149
Hero MindMine Inks Agreement with BPO Certification Institute II-149
NetSol Enters into Agreement with AJK Group II-150
Medi-CareFirst Extends BPO Deal with CGI II-150
Bharti Airtel Announces Restructuring of BPO Agreements II-150
Wipro BPO to Offer Shared Services to AmBev II-150
TRG Merges with Callworx II-151
BancTec Acquires DocuData Solutions II-151
Genpact Acquires Majority Stake in Citigroup II-151
Aegis BPO Takes Over AOL Call Center II-151
NCO Group Completes Acquisition of Outsourcing Solutions II-152
IPVG to Acquire Majority Stake in Influent II-152
Intelenet Takes Over Mauritian Company II-152
SYNNEX Acquires New Age Electronics II-152
IA Global to Take Over Shift Resources II-152
Tricom Takes Over Apex Document Solutions II-153
IA Global to Take Over Asia Premier II-153
Accenture Acquires Gestalt II-153
Affiliated Computer Services to Take Over CompIQ II-154
Affiliated Computer Services Takes Over Communications
Development II-154
Accenture Inks Agreement to Take Over AddVal Technology II-154
Global BPO Signs Agreement for Acquisition of Stream Holdings II-155
HP Takes Over EDS II-155
TechTeam Global Completes the Acquisition of Onvaio II-155
Genpact and EXL to Acquire Majority Stake in Infovision II-156
WNS Acquires Aviva BPO II-156
Hewitt Announces Acquisition of LCG II-156
Vista Equity Announces Acquisition of Cyborg II-157
Cbay Acquires Majority Stake in MedQuist II-157
Healthcare Investment to Acquire Stake in Apollo Health Street II-157
Infosys Plans to Acquire Aptara II-157
Intelenet Obtains Approval from SEBI to Acquire Remaining
Stake in Sparsh II-158
Tivit Completes Acquisition of Open Concept II-158
3iI Completes Acquisition of LFMS Majority Stake II-158
WNS Takes Over Call 24/7 II-158
Nalanda Capital Takes Over 5.25% Stake in WNS II-159
DPWN to Acquire Williams Lea II-159
IPVG to Acquire Medium-Sized BPO Companies in Asia II-159
Adventity Forms Joint Venture with Noor for Outsourcing Services II-160
WNS and Advanced Contact Solutions Establish a Joint Venture
Company II-160
Genpact Inks Agreement with Ceridian II-160
South West Water and Accenture Enter into Outsourcing Agreement II-161
Eisai Inks Outsourcing Agreement with Accenture II-161
BSNL Inks Contract with Convergys II-161
BancTec Enters into Agreement with Large Insurance Provider II-162
Accenture Enters into BPO Services Agreement with CNA Financial II-162
CGI Enters into Ten-Year Contract with Magnolia Company II-163
ACS Renews Contract with Weld County II-163
Baltimore Gas Selects Accenture to Rollout Smart Energy Savers
Program II-163
The US Department of VA Selects EDS to Support Combat Veteran
Call Center II-163
Scripps Selects ADP for Providing BPO Services II-164
TCS Bags Multi-Year IT Outsourcing Contract II-164
TCS Subsidiary Receives Contract for BPO Services from Sun
Life Financial II-164
TeleTech Inks Multiyear Service Contract with JNET II-164
TeleTech Enters into an Agreement with Global 100 Communications II-165
StarTek Renews Agreement with a Communication Company II-165
BPOMS Secure Contracts for ECM Outsourcing Solution II-165
HP Bags a Long-Term Contract from Tribune Publishing II-166
Capgemini Bags Major Outsourcing Contract from Unilever II-166
ACS Receives a Supply Contract from CAQH II-167
ADP to provide HR BPO Services to Sodexo II-168
Convergys Enters into Agreement with a Financial Services Company II-168
Convergys Enters into Contract with Avaya II-168
CSC Wins Contract from Zurich Financial Services II-168
CSC Signs BPO Contract with Wilton Re II-169
CSC Enters into Contract with GSA II-169
CSC Bags Contract from Eaton II-170
Cambridge Bags the Australian State Government-run Project II-170
TPI Facilitates US$1.5 Billion Transaction Between Capita and
Prudential UK II-170
TCS Renews Contract with Virgin Atlantic II-170
Spherion and United Airlines Renew Contract for Recruitment
Outsourcing II-171
Harvard Pilgrim Extends Agreement with Perot Systems II-171
DST Health and Independence Blue Cross Extend BPO Agreement II-171
CGI Extends Contract with Océ North America II-172
Stellar Renews BPO Contract with Simply Energy II-172
PricewaterhouseCoopers Signs BPO Deal with Logica II-172
Nineteen Hours IT to Expand BPO Operations in India II-173
Spherion to Expand RPO Operations II-173
ExlService Holding to Invest in Indian Operations II-173
Genpact to Extend APO Business to Australia II-173
SBPO to Expand GramIT, the Rural Back Office Vehicle II-173
iGATE Sets Up Facility in Mexico II-174
Tier Technologies Divests Government BPO Division II-174
eTelecare to Open New Delivery center for BPO Services in
Jacksonville II-174
Infosys Sets up Mexican Subsidiary II-174
Wipro Establishes New BPO Center II-175
Cipher Dynamics Commences its Business Activity in India II-175
OPI Sets Up Service Center in Delhi II-175
Sundaram Finance BPO Unit Establishes New Facility in Madurai II-175
Tata to Set-up Rural BPO Unit in Orissa II-175
Bihar Establishes Rural BPO for Locals II-176
HDFC Bank All Set to Establish a BPO Unit in Tirupati II-176
Sutherland to Establish New Global Campus in Chennai II-176
Wipro's BPO Unit Establishes Offices in China II-176
Perot Systems to Establish Infrastructure, IT services and BPO
Division in Coimbatore II-176
Accenture Announces its Procurement BPO II-176
Wipro Inaugurates a Global Service Management Center in Malaysia II-177
Tata Chem Division Initiates a BPO Project II-177
Tech Mahindra Plans to Diversify Customer Base II-177
MphasiS Plans to Tap New Opportunities in India II-177
Bacnotan Plans Investments in BPO II-177
Stellar Forays into UK Business Process Outsourcing Market II-178
Omega Healthcare Plans to Tap Opportunities in Patient
Hospital Coding II-178
Enlightened Announces its BPO Operations in Louisiana II-178
Vertex Shifts Key Functions to Gurgaon II-178
Spanco Plans Demerger of BPO Business II-179
Genpact Ready to Enter Domestic BPO Market II-179
ClientLogic Merges with SITEL II-179
CGI Announces Merger of its Insurance Divisions II-179
Accentia Acquires Three Healthcare BPOs in the US II-179
Usha-Martin Acquires Converso II-180
Ebix Announces Acquisition of JenQuest and Subsidiary,IDS II-180
Apollo Acquires BPO Company- Zavata II-180
Fuji Xerox Australia Takes Over KAZs BPO Division II-181
Integreon Takes Over CBF II-181
Essar Takes Over Global Vantedge II-181
TMF Takes Over Ernst & Young BPO Business II-182
Aegis to Take Over Teletech II-182
Satyam Takes Over Stake in BPO firm Nipuna II-182
Hero Group Acquires Dalglen II-182
Gallagher Acquires Cedar Hill II-182
Allsec Takes Over Kingdom Builders II-182
HOV Services to Acquire BPO Center II-182
Integreon to Take Over BPO Firm in the US II-183
Firstsource Solutions Completes BPM Acquisition II-183
Cognizant Technology Takes Over marketRx II-183
BPO Management Services Completes Blue Hill Data Services
Acquisition II-183
Firstsource Solutions Takes Over MedAssist Holding II-183
Mirrus Systems Acquires AMSplus II-184
Quatrro BPO Solutions Acquires Certain Assets of Preferred
Financial Group II-184
Spinnaker Management Group Completes Prosero Acquisition II-184
Indecomm Global Completes Acquisition of US Recordings II-184
Bhilwara Scribe Takes Over Benson Transcription Technologies II-184
Genpact Completes Acquisition of Axis Risk Consulting II-184
Advent International Completes Acquisition of Lloyds II-185
The Sun Group Plans to Acquire Stake in Firstsource Solutions II-185
Deloitte Consulting Completes Stake Acquisition of Mastek II-185
SunGard Capital Completes Acquisition of Aceva Technologies II-185
Equifax Completes Acquisition of TALX II-186
Private Equity Firms Consortium Acquires Vertex Data II-186
Ayala's Subsidiary Completes Acquisition of Affinity Express II-186
NetFabric Holdings to Take Over Help Desk NOW II-186
Tela Sourcing Takes Over HealthASPex Business Assets II-186
Spherion to Acquire Technisource II-187
Gevity Announces Acquisition of HRAmerica II-187
ACS Announces Acquisition of Albion II-188
THL Partners and FNF Acquires Ceridian II-188
Convergys Acquires AOL Contact Center II-188
RPG Acquires Stake in Zensar II-188
Fujitsu Plans to Acquire Intelenet II-188
Keane Enters into a JV with ZC Sterling to Introduce BestShoresSM II-189
Zensar Forms IT and BPO Joint Venture with EZA II-189
Adaptis Inks Partnership with Kaye-Smith II-190
Adaptis Signs BPO Alliance with Clear Choice Health Plan II-190
Quistor Collaborates with Oracle to Launch e-Learning BPO
Platform II-190
Effort BPO Collaborates with Asia Star Info to Establish BPO
Centers in China II-191
Accenture Signs Outsourcing Agreement with AIG II-191
Accenture and Microsoft Enter into an Outsourcing Agreement II-191
Accenture and BT Enter into an Outsourcing Agreement II-191
Washington Gas Signs Agreement with Accenture II-192
Accenture and United Utilities Enter Outsourcing Agreement II-192
Tetra Pak Signs BPO Agreement with Capgemini II-192
Capgemini Inks 5-Year BPO Contract with NXP II-193
Convergys Inks Contract with Johnson & Johnson II-193
Convergys and Fifth Third Bancorp Renews Contract II-193
Convergys and Rosetta Stone Sign Contract II-194
CGI Renews Agreement with The Commerce Group II-194
ACS Renews Contract with PERSI II-194
ACS Inks Deal with Safety-Kleen II-195
Infosys Secures Contract from Philips II-195
CSC Enters into a BPO Contract with UKvisas II-196
CSC Secures a Contract from DHS to Develop IDDMP for USCIS II-196
CSC Wins BPO Contract from Universal for Providing Banking
Services II-196
CSC Wins BPO Services Contract from Chubb II-197
CSC Obtains an Eagle Task Order from USCIS II-197
Hewitt Contracts with Rogers II-198
Intelligroup Contracts with eXpertivity II-198
TCS Contracts with Hawaiian Airlines II-198
EDS Inks Agreement with Telekomunikacja II-199
TCS Enters into an Agreement with Pichincha II-199
Computer Sciences Enters Multi-Year BPO Agreement with Northstar II-200
Convergys to Provide Marketing Research for a Global Financial
Firm II-200
Convergys Enters into Agreement with Telecom Egypt II-201
Convergys Enters into Contract with Starbucks II-201
Wipro Infocrossing Bags Outsourcing Deal from Missouri Health
Net Division II-201
CSC Expands Contract with John Hancock II-201
Rabobank Extends BPO Contract with Unisys II-202
CSC Extends Outsourcing Contract with Swiss Re II-202
Sitel Plans Further Expansion in India II-202
TeleTech Establishes New BPO Facility in South Africa II-203
MphasiS Inaugurates Exclusive BPO Center for Idea Cellular II-203
Infosys Extends BPO and IT Center in Czech Republic II-203
Barclays Divests Stake in Indian BPO II-203
Jay Shree Tea Plans to Sell its BPO Unit II-204
Ninestars Begins BPO Business II-204
Spanco Invests in Indian BPO Segment II-204
FirstSource Receives Authorization from Financial Services
Authority of UK II-204

16. FOCUS ON SELECT GLOBAL PLAYERS II-205
Accenture Plc (Ireland) II-205
Automatic Data Processing, Inc. (US) II-205
Xerox Corporation (USA) II-206
Aon Hewitt (USA) II-206
Capgemini (France) II-207
Capita Plc (UK) II-207
Ceridian Corporation (USA) II-208
CGI Group, Inc. (Canada) II-208
Cognizant Technology Solutions Corporation (US) II-208
Computer Sciences Corporation (USA) II-209
Dell Services (USA) II-209
EXLService Holding, Inc. (US) II-210
Genpact Limited (India) II-210
HP Enterprise Services (USA) II-211
Infosys BPO Ltd. (India) II-211
Intelligroup, Inc. (USA) II-211
International Business Machines Corporation (US) II-212
KARVY Global Services Limited (India) II-212
Keane, Inc. (USA) II-212
NorthgateArinso (UK) II-212
Procurian, Inc. (USA) II-213
Randstad Holding n.v. (Netherlands) II-213
Serco Group, Plc (UK) II-214
Intelenet Global Services Pvt. Ltd. (India) II-214
StarTek, Inc. (USA) II-215
Steria (France) II-215
Syntel, Inc. (US) II-215
Tata Consultancy Services Limited (India) II-216
TriNet Group, Inc. (USA) II-216
Wipro Limited (India) II-216
WNS (Holdings) Limited (India) II-217

17. GLOBAL MARKET PERSPECTIVE II-218
Table 7: World Recent Past, Current and Future Analysis for
Business Process Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2010 through 2018 (includes corresponding Graph/Chart) II-218

Table 8: World Historic Review for Business Process
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2004 through 2009
(includes corresponding Graph/Chart) II-219

Table 9: World 15-Year Perspective for Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2004, 2011 and 2018 (includes
corresponding Graph/Chart) II-220
By Horizontal Segment II-221
Table 10: World Recent Past, Current and Future Analysis for
Finance & Accounting Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2010 through 2018 (includes corresponding Graph/Chart) II-221

Table 11: World Historic Review for Finance & Accounting
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2004 through 2009
(includes corresponding Graph/Chart) II-222

Table 12: World 15-Year Perspective for Finance & Accounting
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2004, 2011 and 2018 (includes
corresponding Graph/Chart) II-223

Table 13: World Recent Past, Current and Future Analysis for
Customer Services Outsourcing by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2010 through 2018 (includes corresponding Graph/Chart) II-224

Table 14: World Historic Review for Customer Services
Outsourcing by Geographic Region - US, Canada, Asia-Pacific,
Europe and Rest of World Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2004 through 2009
(includes corresponding Graph/Chart) II-225

Table 15: World 15-Year Perspective for Customer Services
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2004, 2011 and 2018 (includes
corresponding Graph/Chart) II-226

Table 16: World Recent Past, Current and Future Analysis for
HR Outsourcing by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenue Figures in US$ Million for the Years 2010
through 2018(includes corresponding Graph/Chart) II-227

Table 17: World Historic Review for HR Outsourcing by
Geographic Region - US, Canada, Asia-Pacific, Europe and Rest
of World Independently Analyzed by Annual Revenue Figures in
US$ Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) II-228

Table 18: World 15-Year Perspective for HR Outsourcing by
Geographic Region - Percentage Breakdown of Revenues for US,
Canada, Asia-Pacific, Europe and Rest of World for the Years
2004, 2011 and 2018(includes corresponding Graph/Chart) II-229

Table 19: World Recent Past, Current and Future Analysis for
KPO by Geographic Region - US, Canada, Asia-Pacific, Europe
and Rest of World Independently Analyzed by Annual Revenue
Figures in US$ Million for the Years 2010 through 2018
(includes corresponding Graph/Chart) II-230

Table 20: World Historic Review for KPO by Geographic Region -
US, Canada, Asia-Pacific, Europe and Rest of World
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) II-231

Table 21: World 15-Year Perspective for KPO by Geographic
Region - Percentage Breakdown of Revenues for US, Canada,
Asia-Pacific, Europe and Rest of World for the Years 2004,
2011 and 2018 (includes corresponding Graph/Chart) II-232

Table 22: World Recent Past, Current and Future Analysis for
Procurement Outsourcing by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenue Figures in US$ Million for the Years 2010
through 2018 (includes corresponding Graph/Chart) II-233

Table 23: World Historic Review for Procurement Outsourcing by
Geographic Region - US, Canada, Asia-Pacific, Europe and Rest
of World Independently Analyzed by Annual Revenue Figures in
US$ Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) II-234

Table 24: World 15-Year Perspective for Procurement
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for US, Canada, Asia-Pacific, Europe and Rest of
World for the Years 2004, 2011 and 2018 (includes
corresponding Graph/Chart) II-235
By End-Use Segment II-236
Table 25: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Manufacturing Industry by
Geographic Region - US, Canada, Asia-Pacific, Europe and Rest
of World Independently Analyzed by Annual Revenues in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) II-236

Table 26: World Historic Review for Business Process
Outsourcing in Manufacturing Industry by Geographic Region -
US, Canada, Asia-Pacific, Europe and Rest of World
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) II-237

Table 27: World 15-Year Perspective Business Process
Outsourcing in Manufacturing Industry by Geographic Region -
Percentage Breakdown of Revenues for US, Canada, Asia-Pacific,
Europe and Rest of World for the Years 2004, 2011 and 2018
(includes corresponding Graph/Chart) II-238

Table 28: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Telecommunications &
Technology Industry by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenues in US$ Million for the Years 2010 through
2018 (includes corresponding Graph/Chart) II-239

Table 29: World Historic Review for Business Process
Outsourcing in Telecommunications & Technology Industry by
Geographic Region - US, Canada, Asia-Pacific, Europe and Rest
of World Independently Analyzed by Annual Revenue Figures in
US$ Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) II-240

Table 30: World 15-Year Perspective Business Process
Outsourcing in Telecommunications & Technology Industry by
Geographic Region - Percentage Breakdown of Revenues for US,
Canada, Asia-Pacific, Europe and Rest of World for the Years
2004, 2011 and 2018 (includes corresponding Graph/Chart) II-241

Table 31: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Banking, Insurance & Finance
Services Industry by Geographic Region - US, Canada,
Asia-Pacific, Europe and Rest of World Independently Analyzed
by Annual Revenues in US$ Million for the Years 2010 through
2018 (includes corresponding Graph/Chart) II-242

Table 32: World Historic Review for Business Process
Outsourcing in Banking, Insurance & Finance Services Industry
by Geographic Region - US, Canada, Asia-Pacific, Europe and
Rest of World Independently Analyzed by Annual Revenue Figures
in US$ Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) II-243

Table 33: World 15-Year Perspective Business Process
Outsourcing in Banking, Insurance & Finance Services Industry
by Geographic Region - Percentage Breakdown of Revenues for
US, Canada, Asia-Pacific, Europe and Rest of World for the
Years 2004, 2011 and 2018 (includes corresponding Graph/Chart) II-244

Table 34: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Retail Industry by Geographic
Region - US, Canada, Asia-Pacific, Europe and Rest of World
Independently Analyzed by Annual Revenues in US$ Million for
the Years 2010 through 2018 (includes corresponding
Graph/Chart) II-245

Table 35: World Historic Review for Business Process
Outsourcing in Retail Industry by Geographic Region - US,
Canada, Asia-Pacific, Europe and Rest of World Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2004 through 2009 (includes corresponding Graph/Chart) II-246

Table 36: World 15-Year Perspective Business Process
Outsourcing in Retail Industry by Geographic Region -
Percentage Breakdown of Revenues for US, Canada, Asia-Pacific,
Europe and Rest of World for the Years 2004, 2011 and 2018
(includes corresponding Graph/Chart) II-247

Table 37: World Recent Past, Current and Future Analysis for
Business Process Outsourcing in Other* End-Use Sectors by
Geographic Region - US, Canada, Asia-Pacific, Europe and Rest
of World Independently Analyzed by Annual Revenues in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) II-248

Table 38: World Historic Review for Business Process
Outsourcing in Other* End-Use Sectors by Geographic Region -
US, Canada, Asia-Pacific, Europe and Rest of World
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) II-249

Table 39: World 15-Year Perspective Business Process
Outsourcing in Other* End-Use Sectors by Geographic Region -
Percentage Breakdown of Revenues for US, Canada, Asia-Pacific,
Europe and Rest of World for the Years 2004, 2011 and 2018
(includes corresponding Graph/Chart) II-250

III. MARKET

1. THE UNITED STATES III-1
A.Market Analysis III-1
Outlook III-1
Impact of Recession in Retrospect III-1
Nearshore Strategy Gains Strength III-2
Impact of Protectionist Policies III-2
Shift Away from Cost Containment Outsourcing Strategy III-2
HR Outsourcing -A Highly Lucrative Segment III-3
The Offshoring Advantage III-3
Indian BPOs Set Up Onshore Service Centers in US III-4
Offshoring Challenges III-4
Procurement BPO Market III-5
Bank Outsourcing Market III-5
Residential Mortgage Outsourcing Market III-5
Healthcare BPO Market III-6
Effect of Outsourcing on Medicaid III-7
Service/Product Launches III-7
Strategic Corporate Developments III-9
Key Players III-27
B.Market Analytics III-36
Table 40: US Recent Past, Current and Future Analysis for
Business Process Outsourcing by Horizontal Segment - Finance
& Accounting, Customer Services, HR, KPO, and Procurement
Markets Independently Analyzed by Annual Revenue Figures in
US$ Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-36

Table 41: US Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) III-37

Table 42: US 15-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Revenues for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for the Years 2004, 2011 and
2018 (includes corresponding Graph/Chart) III-38

Table 43: US Recent Past, Current and Future Analysis for
Business Process Outsourcing by End-Use Segment -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-39

Table 44: US Historic Review for Business Process
Outsourcing by End-Use Segment - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Others Markets Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2004 through 2009 (includes corresponding
Graph/Chart) III-40

Table 45: US 15-Year Perspective for Business Process
Outsourcing by End-Use Segment - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Others Markets for the Years
2004, 2011 and 2018 (includes corresponding Graph/Chart) III-41

2. CANADA III-42
A.Market Analysis III-42
Outlook III-42
HR Outsourcing: On an Upswing III-42
Strategic Corporate Developments III-42
B.Market Analytics III-44
Table 46: Canadian Recent Past, Current and Future Analysis
for Business Process Outsourcing by Horizontal Segment -
Finance & Accounting, Customer Services, HR, KPO, and
Procurement Markets Independently Analyzed by Annual Revenue
Figures in US$ Million for the Years 2010 through 2018
(includes corresponding Graph/Chart) III-44

Table 47: Canadian Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) III-45

Table 48: Canadian 15-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Revenues for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for the Years 2004, 2011 and
2018 (includes corresponding Graph/Chart) III-46

Table 49: Canadian Recent Past, Current and Future Analysis
for Business Process Outsourcing by End-Use Segment -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-47

Table 50: Canadian Historic Review for Business Process
Outsourcing by End-Use Segment - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Others Markets Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2004 through 2009 (includes corresponding Graph/Chart) III-48

Table 51: Canadian 15-Year Perspective for Business Process
Outsourcing by End-Use Segment - Percentage Breakdown of
Revenues for Manufacturing, Telecommunications & Technology,
Banking, Insurance & Finance Services, Retail, and Others
Markets for the Years 2004, 2011 and 2018 (includes
corresponding Graph/Chart) III-49

3. EUROPE III-50
A.Market Analysis III-50
Outlook III-50
Market Snapshots III-50
Western Europe BPO Market III-50
Continental Europe Warms Up to BPO III-51
B.Market Analytics III-52
Table 52: European Recent Past, Current and Future Analysis
for Business Process Outsourcing by Geographic Region -
France, Germany, Italy, UK and Rest of Europe Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2010 through 2018 (includes corresponding Graph/Chart) III-52

Table 53: European Historic Review for Business Process
Outsourcing by Geographic Region - France, Germany, Italy,
UK and Rest of Europe Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2004 through
2009 (includes corresponding Graph/Chart) III-53

Table 54: European 15-Year Perspective for Business Process
Outsourcing by Geographic Region - Percentage Breakdown of
Revenues for France, Germany, Italy, UK and Rest of Europe
for the Years 2004, 2011 and 2018 (includes corresponding
Graph/Chart) III-54

Table 55: European Recent Past, Current and Future Analysis
for Business Process Outsourcing by Horizontal Segment -
Finance & Accounting, Customer Services, HR, KPO, and
Procurement Markets Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2010 through
2018 (includes corresponding Graph/Chart) III-55

Table 56: European Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) III-56

Table 57: European 15-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Revenues for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for the Years 2004, 2011 and
2018 (includes corresponding Graph/Chart) III-57

Table 58: European Recent Past, Current and Future Analysis
for Business Process Outsourcing by End-Use Segment -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-58

Table 59: European Historic Review for Business Process
Outsourcing by End-Use Segment - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Others Markets Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2004 through 2009 (includes corresponding Graph/Chart) III-59

Table 60: European 15-Year Perspective for Business Process
Outsourcing by End-Use Segment - Percentage Breakdown of
Revenues for Manufacturing, Telecommunications & Technology,
Banking, Insurance & Finance Services, Retail, and Others
Markets for the Years 2004, 2011 and 2018 (includes
corresponding Graph/Chart) III-60

3a. FRANCE III-61
A.Market Analysis III-61
Outlook III-61
Strategic Corporate Developments III-61
Key Players III-62
B.Market Analytics III-63
Table 61: French Recent Past, Current and Future Analysis
for Business Process Outsourcing by Horizontal Segment -
Finance & Accounting, Customer Services, HR, KPO, and
Procurement Markets Independently Analyzed by Annual Revenue
Figures in US$ Million for the Years 2010 through 2018
(includes corresponding Graph/Chart) III-63

Table 62: French Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed by Annual Revenues in US$ Million for
the Years 2004 through 2009 (includes corresponding
Graph/Chart) III-64

Table 63: French 15-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Revenues for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for the Years 2004, 2011 and
2018 (includes corresponding Graph/Chart) III-65

Table 64: French Recent Past, Current and Future Analysis
for Business Process Outsourcing by End-Use Segment -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-66

Table 65: French Historic Review for Business Process
Outsourcing by End-Use Segment- Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Others Markets Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2004 through 2009 (includes corresponding Graph/Chart) III-67

Table 66: French 15-Year Perspective for Business Process
Outsourcing by End-Use Segment - Percentage Breakdown of
Revenues for Manufacturing, Telecommunications & Technology,
Banking, Insurance & Finance Services, Retail, and Others
Markets for the Years 2003, 2010 and 2017 (includes
corresponding Graph/Chart) III-68

3b. GERMANY III-69
A.Market Analysis III-69
Outlook III-69
A Leading European BPO Market III-69
Table 67: German BPO Market by Segment (2009): Percentage
Share Breakdown of Revenues for Front Office, Middle
Office, and Back Office (includes corresponding
Graph/Chart) III-70
Strategic Corporate Developments III-70
B.Market Analytics III-72
Table 68: German Recent Past, Current and Future Analysis
for Business Process Outsourcing by Horizontal Segment -
Finance & Accounting, Customer Services, HR, KPO, and
Procurement Markets Independently Analyzed by Annual Revenue
Figures in US$ Million for the Years 2009 through 2017
(includes corresponding Graph/Chart) III-72

Table 69: German Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed by Annual Revenues in US$ Million for
the Years 2004 through 2009 (includes corresponding
Graph/Chart) III-73

Table 70: German 15-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Revenues for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for the Years 2004, 2011 and
2018 (includes corresponding Graph/Chart) III-74

Table 71: German Recent Past, Current and Future Analysis
for Business Process Outsourcing by End-Use Segment -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-75

Table 72: German Historic Review for Business Process
Outsourcing by End-Use Segment - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Others Markets Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2004 through 2009 (includes corresponding Graph/Chart) III-76

Table 73: German 15-Year Perspective for Business Process
Outsourcing by End-Use Segment - Percentage Breakdown of
Revenues for Manufacturing, Telecommunications & Technology,
Banking, Insurance & Finance Services, Retail, and Others
Markets for the Years 2004, 2011 and 2018 (includes
corresponding Graph/Chart) III-77

3c. ITALY III-78
A.Market Analysis III-78
Outlook III-78
Financial Services Outsourcing in Italy: An Overview III-78
Strategic Corporate Developments III-78
B.Market Analytics III-79
Table 74: Italian Recent Past, Current and Future Analysis
for Business Process Outsourcing by Horizontal Segment -
Finance & Accounting, Customer Services, HR, KPO, and
Procurement Independently Analyzed by Annual Revenues in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-79

Table 75: Italian Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) III-80

Table 76: Italian 15-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Revenues for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for the Years 2004, 2011 and
2018 (includes corresponding Graph/Chart) III-81

Table 77: Italian Recent Past, Current and Future Analysis
for Business Process Outsourcing by End-Use Segment -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-82

Table 78: Italian Historic Review for Business Process
Outsourcing by End-Use Segment - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Others Markets Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2004 through 2009 (includes corresponding Graph/Chart) III-83

Table 79: Italian 15-Year Perspective for Business Process
Outsourcing by End-Use Segment - Percentage Breakdown of
Revenues for Manufacturing, Telecommunications & Technology,
Banking, Insurance & Finance Services, Retail, and Others
Markets for the Years 2004, 2011 and 2018 (includes
corresponding Graph/Chart) III-84

3d. THE UNITED KINGDOM III-85
A.Market Analysis III-85
Outlook III-85
A Quick Primer III-85
Table 80: UK BPO Market (2010): Percentage Share Breakdown
of Revenues for Private Sector and Public Sector (includes
corresponding Graph/Chart) III-85
Recession & the BPO Industry III-86
UK Outsourcing Companies Move Overseas III-86
Government Institutions to Drive BPO Market III-86
Competitive Landscape III-87
Table 81: Leading Players in UK BPO Services Market (2011):
Percentage Share Breakdown of Revenues for Capita,
Accenture, Xerox/ACS, HP Enterprise Services, Xchanging,
and Others (includes corresponding Graph/Chart) III-87
Strategic Corporate Developments III-87
Key Players III-90
B.Market Analytics III-92
Table 82: UK Recent Past, Current and Future Analysis for
Business Process Outsourcing by Horizontal Segment - Finance
& Accounting, Customer Services, HR, KPO, and Procurement
Markets Independently Analyzed by Annual Revenues in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-92

Table 83: UK Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) III-93

Table 84: UK 15-Year Perspective for Business Process
Outsourcing by Horizontal Segment - Percentage Breakdown of
Revenues for Finance & Accounting, Customer Services, HR,
KPO, and Procurement Markets for the Years 2004, 2011 and
2018 (includes corresponding Graph/Chart) III-94

Table 85: UK Recent Past, Current and Future Analysis for
Business Process Outsourcing by End-Use Segment -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2009 through 2017 (includes
corresponding Graph/Chart) III-95

Table 86: UK Historic Review for Business Process
Outsourcing by End-Use Segment- Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Others Markets Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2004 through 2009 (includes corresponding Graph/Chart) III-96

Table 87: UK 15-Year Perspective for Business Process
Outsourcing by End-Use Segment - Percentage Breakdown of
Revenues for Manufacturing, Telecommunications & Technology,
Banking, Insurance & Finance Services, Retail, and Others
Markets for the Years 2004, 2011 and 2018 (includes
corresponding Graph/Chart) III-97

3e. REST OF EUROPE III-98
A.Market Analysis III-98
Outlook III-98
Eastern and Central Europe III-98
Czech Republic III-98
Call Centers III-98
Shared Service Centers III-99
Russia III-99
Poland III-99
Strategic Corporate Developments III-100
Key Players III-103
B.Market Analytics III-105
Table 88: Rest of Europe Recent Past, Current and Future
Analysis for Business Process Outsourcing by Horizontal
Segment - Finance & Accounting, Customer Services, HR, KPO,
and Procurement Markets Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2010 through
2018 (includes corresponding Graph/Chart) III-105

Table 89: Rest of Europe Historic Review for Business
Process Outsourcing by Horizontal Segment - Finance &
Accounting, Customer Services, HR, KPO, and Procurement
Markets Independently Analyzed by Annual Revenues in US$
Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) III-106

Table 90: Rest of Europe 15-Year Perspective for Business
Process Outsourcing by Horizontal Segment - Percentage
Breakdown of Revenues for Finance & Accounting, Customer
Services, HR, KPO, and Procurement Markets for the Years
2004, 2011 and 2018 (includes corresponding Graph/Chart) III-107

Table 91: Rest of Europe Recent Past, Current and Future
Analysis for Business Process Outsourcing by End-Use Segment -
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-108

Table 92: Rest of Europe Historic Review for Business
Process Outsourcing by End-Use Segment - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Others Markets Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2004 through 2009 (includes corresponding Graph/Chart) III-109

Table 93: Rest of Europe 15-Year Perspective for Business
Process Outsourcing by End-Use Segment - Percentage
Breakdown of Revenues for Manufacturing, Telecommunications
& Technology, Banking, Insurance & Finance Services, Retail,
and Others Markets for the Years 2003, 2010 and 2017
(includes corresponding Graph/Chart) III-110

4. ASIA-PACIFIC III-111
A.Market Analysis III-111
Outlook III-111
Asia-Pacific Market for BPO: A Primer III-111
HR Outsourcing to Expand III-112
Growing Prospects in SMB Segment III-112
India - A Key Global Destination for Outsourcing III-112
Recession Slows Down Growth III-113
On the Road to Recovery III-113
Depreciating Rupee: Boon or Bane? III-114
The Changing Role of Indian BPOs III-114
Role of Captive BPOs III-115
Financial Services Market - A Vital BPO Vertical III-115
Human Resource Outsourcing in India III-116
Exports Dominate India's BPO Revenues III-116
Table 94: Indian BPO Market (FY2008-FY2010): Percentage
Share Breakdown of Revenues for Domestic BPO and Exports
(includes corresponding Graph/Chart) III-117
Export Market Continues to Offer Growth Prospects III-117
Domestic BPO Market Offers Growth Potential III-117
Rural BPO Concept Strengthens III-118
SMEs: Potential for Growth III-119
Focus Shifts to Smaller Towns and Cities III-119
Tier-II and Tier III Cities to Gain Prominence III-119
New Destinations Look to Dent India's Share III-119
KPO Industry Gains Efficiency III-120
Recession, Attrition, Currency Appreciation Affect Growth III-120
Emerging Competition Fails to Affect India's Dominance III-121
India Vis-à-vis Other Global Destinations in KPO Market III-121
Table 95: Attractiveness of Various Offshore Destinations
in the Global KPO Market III-122
Global KPO Market by Segment - India Vs Other Offshore
Destinations III-122
Recession Fuels Growth in Few KPO Segments III-122
Segment Analysis III-122
Table 96: Indian KPO Market (2011): Percentage Share
Breakdown of Revenues by Service Segment - Data
Management, Search and Analytics
Contract Research and
Biotech
Engineering Design
Remote Education and
Publishing
Animation and Gaming Services
Banking,
Securities and Insurance Research
and Others (includes
corresponding Graph/Chart) III-123
Vendors Look to Strengthen Presence in KPO III-123
Analytics Outsourcing Providers Move towards
Sophisticated Segments III-124
Valuation Advisory/Services: A New Area of Opportunity
for Indian KPOs III-124
Outsourcing & the Real Estate Industry III-124
Major Challenges Confronting India's BPO Industry III-125
Attrition - The Bane of Indian BPO Sector III-125
Lack of Employability: A Cause of Concern III-125
Rising Salaries Affect India's Edge as a Cost Competitive
Destination III-126
Talent Shortage Drives BPOs towards Global Delivery Model III-126
BPO Vendor Landscape in India III-126
Table 97: India-Centric BPO Providers as % of Top 20
Providers (2008) (includes corresponding Graph/Chart) III-127
India Centric BPO Providers - Breakdown by Vertical Industry III-128
India-Centric BPO Providers: Breakdown by Product/Service
Offerings III-128
BPO Service Providers in India (2010): Landscape by BPO
Revenues III-129
BPO Industry Focuses on Inorganic Growth Strategy III-129
Major Acquisitions in 2010 III-130
The Philippines BPO Market III-130
Impact of Recession III-131
BPO Industry's Shift Up the Value Chain III-132
Government Efforts to Promote BPO III-132
Real Estate Sector Benefits from the Boom in BPO Industry III-132
Next Wave Cities to Spur Growth III-133
China III-133
China Looks to Strengthen Presence in Global BPO Industry III-133
Outsourcing of Back Office Functions III-133
HR Outsourcing in China III-134
Table 98: Chinese HRO Market by Region (2010): Percentage
Share Breakdown for Shanghai, Beijing, Guangdong, and
Others (includes corresponding Graph/Chart) III-134

Table 99: Market Share of Leading Players in the Chinese
HRO Market (2010) (includes corresponding Graph/Chart) III-135
Malaysia III-135
Singapore III-135
Thailand III-136
Sri Lanka: A Emerging BPO Destination III-136
Service/Product Launches III-136
Strategic Corporate Developments III-137
Key Players III-155
B.Market Analytics III-159
Table 100: Asia-Pacific Recent Past, Current and Future
Analysis for Business Process Outsourcing by Horizontal
Segment - Finance & Accounting, Customer Services, HR, KPO,
and Procurement Markets Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2010 through
2018 (includes corresponding Graph/Chart) III-159

Table 101: Asia-Pacific Historic Review for Business Process
Outsourcing by Horizontal Segment - Finance & Accounting,
Customer Services, HR, KPO, and Procurement Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) III-160

Table 102: Asia-Pacific 15-Year Perspective for Business
Process Outsourcing by Horizontal Segment - Percentage
Breakdown of Revenues for Finance & Accounting, Customer
Services, HR, KPO, and Procurement Markets for the Years
2004, 2011 and 2018 (includes corresponding Graph/Chart) III-161

Table 103: Asia-Pacific Recent Past, Current and Future
Analysis for Business Process Outsourcing by End-Use Segment-
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-162

Table 104: Asia-Pacific Historic Review for Business Process
Outsourcing by End-Use Segment - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Others Markets Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2004 through 2009 (includes corresponding Graph/Chart) III-163

Table 105: Asia-Pacific 15-Year Perspective for Business
Process Outsourcing by End-Use Segment - Percentage
Breakdown of Revenues for Manufacturing, Telecommunications
& Technology, Banking, Insurance & Finance Services, Retail,
and Others Markets for the Years 2004, 2011 and 2018
(includes corresponding Graph/Chart) III-164

5. REST OF WORLD III-165
A.Market Analysis III-165
Outlook III-165
Latin America as a Global Delivery Location III-165
Argentina III-166
Brazil III-166
Chile III-166
Colombia III-166
El Salvador III-166
Mexico III-167
Panama III-167
Uruguay III-167
Israel III-167
Africa III-167
Egypt: An Emerging Market III-168
South Africa III-168
Outlook III-168
Telecom Industry Deregulation - A Major Step Towards
Rapid BPO Market Growth III-169
South Africa to Gain as Global Companies Look to Minimize
Risks III-169
Tanzania: An Emerging Outsourcing Destination in East Africa III-169
BPO Industry in Central America III-169
Strategic Corporate Developments III-170
B.Market Analytics III-176
Table 106: Rest of World Recent Past, Current and Future
Analysis for Business Process Outsourcing by Horizontal
Segment - Finance & Accounting, Customer Services, HR, KPO,
and Procurement Markets Independently Analyzed by Annual
Revenue Figures in US$ Million for the Years 2010 through
2018 (includes corresponding Graph/Chart) III-176

Table 107: Rest of World Historic Review for Business
Process Outsourcing by Horizontal Segment - Finance &
Accounting, Customer Services, HR, KPO, and Procurement
Markets Independently Analyzed by Annual Revenue Figures in
US$ Million for the Years 2004 through 2009 (includes
corresponding Graph/Chart) III-177

Table 108: Rest of World 15-Year Perspective for Business
Process Outsourcing by Horizontal Segment - Percentage
Breakdown of Revenues for Finance & Accounting, Customer
Services, HR, KPO, and Procurement Markets for the Years
2004, 2011 and 2018 (includes corresponding Graph/Chart) III-178

Table 109: Rest of World Recent Past, Current and Future
Analysis for Business Process Outsourcing by End-Use Segment-
Manufacturing, Telecommunications & Technology, Banking,
Insurance & Finance Services, Retail, and Others Markets
Independently Analyzed by Annual Revenue Figures in US$
Million for the Years 2010 through 2018 (includes
corresponding Graph/Chart) III-179

Table 110: Rest of World Historic Review for Business
Process Outsourcing by End-Use Segment - Manufacturing,
Telecommunications & Technology, Banking, Insurance &
Finance Services, Retail, and Others Markets Independently
Analyzed by Annual Revenue Figures in US$ Million for the
Years 2004 through 2009 (includes corresponding Graph/Chart) III-180

Table 111: Rest of World 15-Year Perspective for Business
Process Outsourcing by End-Use Segment - Percentage
Breakdown of Revenues for Manufacturing, Telecommunications
& Technology, Banking, Insurance & Finance Services,
Retail, and Others Markets for the Years 2004, 2011 and
2018 (includes corresponding Graph/Chart) III-181

IV. COMPETITIVE LANDSCAPE

Total Companies Profiled: 359 (including Divisions/Subsidiaries - 384)

------------------------------------------
Region/Country Players
------------------------------------------
The United States 100
Canada 7
Japan 2
Europe 21
France 4
Germany 1
The United Kingdom 10
Rest of Europe 6
Asia-Pacific (Excluding Japan) 248
Middle East 1
Latin America 1
Africa 4
------------------------------------------

Business Process Outsourcing or BPO is among the fastest growing sectors of the overall IT Services/Outsourcing industry. Rapid increase in the size and scope of the BPO industry is attributed to the growing desire of global businesses to rationalize costs and address issues such as shortage of skilled personnel.

Globalization and technological advancements are stimulants for the global outsourcing industry. The two factors have played a critical role in lowering overall costs by shifting business processes towards platforms, wherein the talent pool is large and labor costs are less. Globalization has also led to the emergence of developing countries as the new growth centers of the present and the future. Though the US and UK have traditionally generated maximum revenues for the BPO Industry, the scenario is changing with BPO service providers focused on exploring opportunities in the emerging markets of Asia-Pacific, Europe, Australia, and the Middle East. Such a strategy allows service providers to lower risk associated with dependence on a single geographic market. As a result, BPO vendors are focusing efforts on de-risking business operations by diversifying client base into newer destinations. On the other hand, several BPO providers managed to acquire all-round capabilities, enabling them to operate facilities at multiple locations across the world.

Following the frenetic pace of growth for over a decade, the BPO industry faced tough times due to the global economic downturn. The impact of recession on the outsourcing industry was seen in the form of slower growth rate, although the pace picked up in the year 2010. Contract restructurings dominated the industry deals, whereby the emphasis was on extending existing contractual partnerships, albeit at renegotiated terms and rates. The recession led to a marked shift away from traditional markets of the US and UK, thereby creating a geographically diverse marketplace. Currently, the sovereign debt crisis in Europe is driving investors to become risk averse again. Europe continues to face troubled times in view of the slowdown in GDP growth and large welfare budgets, further complicated by stringent opposition to measures being undertaken to curb entitlements. However, the volatile conditions are resulting in increasing interest among the European companies, particularly in continental Europe and the UK towards outsourcing.

With no respite foreseen from the uncertain economic environment, the boardroom focus has now turned towards increasing organization competitiveness and looking beyond its limits. Unlike the prior recessionary period when most companies held back on their business projects and postponed long-term plans, today organizations are focusing on cost-tightening measures and improving the efficiency scale. With cost rationalization emerging as a pivotal strategy for corporates to protect profits and sustain operations in times of uncertain economic environment, outsourcing plans have gained traction as companies look to transfer cost base from fixed towards variable. As global businesses continue to place emphasis on controlling costs in order to ensure competitiveness, BPO is emerging as a strategic solution to divert investments from non-core processes towards core activities thereby improving efficiency, lowering costs and ensuring global flexibility.

As stated by the new market research report on Business Process Outsourcing (BPO), the United States represents the largest regional market. Asia-Pacific represents the fastest growing market for BPO Services. Rising awareness among businesses about the potential benefits offered by BPO services is a major driving factor. The region benefits from the robust growth of Indian and Chinese markets, which are the leading buyers of onshore BPO services. In addition, lucrative opportunities are in store across countries such as South Korea, Hong Kong, Philippines, Malaysia, Vietnam, and Taiwan.

Among the various service segments, Customer Services constitutes the largest BPO segment. Growth would also be driven by human resource outsourcing, and billing and supply management services. In the Finance & Accounting segment, complex processes such as external reporting, budgeting, accounting, planning, and forecasting continue to be outsourced due to the growing standardization of these functions. The BPO and IT industries are taking note of changing market conditions, and are actively pursuing changes in their service mix. With buyer demands taking a new turn, these companies are looking to expand their services portfolio with knowledge process outsourcing (KPO) emerging on the top of their agenda. Banking, Insurance & Finance Services represents the largest end-use segment in the global BPO industry. In the post recession period, banking industry is expected to witness massive changes due to increased regulations. As a result, the trend towards outsourcing of processes such as cash management, custody, and treasury is expected to gain strength.

The global BPO market involves the participation of large diversified offshore companies with BPO functions as well as pure play BPO companies. Most of the larger offshoring companies with BPO units have the ability to offer BPO services by combining their IT functions and large workforce. On the other hand, pure play BPO companies are entities focused on specific areas, and generally lack broad-based IT capabilities. The industry also involves the participation of numerous small-scale knowledge-based specialists who operate in niche market segments.

Major players profiled in the report include Accenture Plc, Automatic Data Processing Inc., Xerox, Aon Hewitt, Capgemini, Capita Plc, Ceridian Corporation, CGI Group Inc., Cognizant, Computer Sciences Corporation, Dell Services, EXLService Holding Inc., Genpact Limited, HP Enterprise Services, Infosys BPO Ltd., Intelligroup Inc., IBM Corporation, KARVY Global Services Limited, Keane Inc., NorthgateArinso, Procurian Inc., Randstad Holding n.v., Serco Group Plc, StarTek Inc., Steria, Syntel Inc., Tata Consultancy Services Limited, TriNet Group Inc., Wipro Limited, and WNS (Holdings) Limited, among others.

The research report titled "Business Process Outsourcing (BPO): A Global Strategic Business Report" announced by Global Industry Analysts, Inc., provides a comprehensive review of trends, issues, strategic industry activities, and profiles of major companies worldwide. The report provides market estimates and projections for geographic markets including the US, Canada, Europe (France, Germany, Italy, UK, and Rest of Europe), Asia-Pacific, and Rest of World. Horizontal segments analyzed include Finance & Accounting, Customer Services, Human Resources Outsourcing, Knowledge Process Outsourcing, and Procurement Outsourcing. Key end-use verticals analyzed include Manufacturing; Telecommunications & Technology; Banking, Insurance & Finance Services; Retail; and Others.

Global Industry Analysts ©

- 24/7 Customer (India)
- 24X7BPO (India)
- 24x7Livechat (India)
- 3KCorporation (USA)
- 3SG Corporation (USA)
- 4some IT Enabled Services (India)
- A Chandak and Company (India)
- A Worldscall, Inc (Romania)
- Aahaan Overseas, Inc (Canada)
- Aaka Infotech, Inc (India)
- Aaragon BPO Solutions Pvt, Ltd (India)
- ABP Solutions (India)
- aBridge BPO (India)
- Accel BPO (USA)
- Accent Eserve (India)
- Accenture Ltd (Bermuda)
- Access Dataline Pvt, Ltd (India)
- Acclaris (USA)
- Acron Media Technologies (India)
- ACS Impex (India)
- Acumen Soft Technologies (India)
- Acuserv (India)
- Adaptis, Inc (USA)
- ADG Infotek (India)
- Adiance Technologies (India)
- Adithya Infotech (India)
- Aditya Birla Nuvo Limited (India)
- ADP Private Limited (India)
- Advantis BPO Services (India)
- Aegis BPO Services, Ltd (India)
- Aegis Communications Group Inc (USA)
- Aegis Interworld, Inc (USA)
- Affiliated Computer Services, Inc (USA)
- Affinity Express, Inc (USA)
- Ajuba Solutions (I) Pvt, Ltd (India)
- Allindialive (India)
- Allsec Tech (India)
- Allzone Management Solutions (USA)
- AllZone Management Solutions (India)
- Aloft Systems Pvt, Ltd (India)
- Alsbridge (USA)
- Alsol Technologies (India)
- Alt Source Communications Pvt, Ltd (Pakistan)
- Altius Infosystems Pvt, Ltd (India)
- Amba Outsourcing (India)
- Ambal Technologies (P) Ltd (India)
- Ambit ITC Ltd (India)
- Amdocs Business Service Pvt, Ltd (India)
- Amex Information Technologies Ltd (India)
- Amity Solutions (India)
- Amtier Infotech Ltd (India)
- AMZ Access, Inc (USA)
- AnantAccess (India)
- Anode Technologies Pvt, Ltd (India)
- Antiphon (UK)
- AOL LLC (USA)
- A-One Biz Solutions Pvt, Ltd (India)
- API Outsourcing, Inc (USA)
- Apollo Health Street Pvt, Ltd (India)
- Apvision (Private) Limited (Pakistan)
- AR Digitech (India)
- Aranis Business Process Services Ltd (India)
- Arctern Incorporated (USA)
- Aress Software & Education Technologies Pvt, Ltd (India)
- Arvato Services India (India)
- Assent Europe Ltd (UK)
- Assent India Pvt, Ltd (India)
- Astergate Solutions (India)
- Atos Origin SA (France)
- Aumenta Services (India)
- Automatic Data Processing, Inc (USA)
- Avestha Gengraine Technologies Pvt, Ltd (India)
- Axion Consultancy And Outsourcing (P) Ltd (India)
- BancTec, Inc (USA)
- Banknet India (India)
- Bay Infocomm Pvt, Ltd (India)
- Bhawani Infotech Pvt, Ltd (India)
- Bizprout Corporate Solutions Pvt, Ltd (India)
- Bizzsource (India)
- Blue Matrix Software Consultancy Private Limited (India)
- BPO Callsoft (India)
- BPO Matrix, Inc (USA)
- BPO Services Pvt, Ltd (Sri Lanka)
- BPO Systems, Inc (USA)
- BrickRed BPO (India)
- Brigade Corporation India Pvt, Ltd (India)
- BTP Infoserve Pvt, Ltd (India)
- Burrant Chemical LLC (USA)
- Business Oriented Systems Ltd (India)
- Buzz Contact Centre Solutions (Dubai)
- Call Logic Outsourcing (India)
- Callbox Customer Contact Solutions, Inc (USA)
- CallCentris (USA)
- Callrica (South Africa)
- Camarilla Infotech Pvt, Ltd (India)
- Cambridge Integrated Services Victoria Pty, Ltd
- (Australia)
- Cambridge Solutions Ltd (USA)
- Cambridge Systems (India) Pvt, Ltd (India)
- Candor Business Solutions Pvt, Ltd (India)
- Cangulf International (Canada)
- Capgemini (France)
- Capgimini Ernst & Young US LLC (USA)
- Capita Group PLC (UK)
- CapStone Infoways Private Ltd (India)
- Care Principium Pvt, Ltd (India)
- Castech Data Services, Inc (Canada)
- CBay Systems Limited (India)
- Ceequence (India)
- Centurion Consultants (India)
- Ceridian Corporation (USA)
- Ceridian Canada Ltd (Canada)
- CES (India)
- CET Telemarketing GmbH (Germany)
- CG Meditrans (India)
- CGI Canada (Canada)
- Chakkilam Infotech Limited (India)
- Chatrath Capital Services Pvt, Ltd (India)
- Checkmate Data Services Pte, Ltd (Singapore)
- Cheers Interactive (I) Pvt, Ltd (India)
- Cherukuri BPO (India)
- Chin Mudhra Technology Solutions [P] Ltd (India)
- Ciber, Inc (USA)
- China Data Group (China)
- Chrysalis Technologies (India)
- ClaimsnetCom (USA)
- Cleave Global e-Services Ltd (India)
- ClickAccounts (USA)
- Client Outsource (USA)
- ClientLogic Corporation (USA)
- CMS Icon Technologies (India)
- Codec Communications Pvt, Ltd (India)
- CodeThree Technologies (P) Ltd (India)
- Cognizant Technology Solutions (USA)
- Cognos, Inc (USA)
- CollectAR, Inc (Canada)
- Combine Resources (India)
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