Published: 23 July 2009
Analyst(s): Norbert Scholz , Gareth Herschel , Drew Kraus , SJ Chae , Don Free , Kimberly Harris-Ferrante , Gilbert van der Heiden , TJ Singh , Cathy Tornbohm , Gianluca Tramacere , Cecile Drew , Robert H. Brown , Kamlesh Bhatia , Matthew Goldman , Frances Karamouzis , Kimberly Collins , Claudio Da Rold , Ben Pring , John-David Lovelock , Helen Huntley , Pete Basiliere , Vittorio D'Orazio , Jim Longwood , Michele Cantara , Maureen O'Neil
The BPO market is maturing at an irregular pace. Components such as work-at-home and accounts payable BPO are descending into the Trough of Disillusionment. Other components such as customer analytics, comprehensive CRM BPO and knowledge process outsourcing will mature in five to 10 years.
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