Gartner Research

Market Trends: Communications Outsourcing and Professional Services, Worldwide, 2013

Published: 28 February 2013

ID: G00247817

Analyst(s): Eric Goodness


Multinational companies are changing how they source the management and operation of networks, and unified communications and collaboration systems. Providers should use this research to augment their go-to-market strategies and portfolios.

Table Of Contents


  • Market Trends Process

Market Trend

  • Transitioning From Outsourcing to Managed Services and Out-Tasking
  • Market Structure Trend
    • Nontraditional Competitors Will Win COPS Megadeals and Command Increasing Market Share
    • Cloud Unified Communications and Collaboration Gains Traction in the COPS Market
    • Player Retrenchment Leads to More Pricing Power in Large Global Deals
  • Buyer Trends
    • The Emergence of Loyalty in the COPS Market
    • Buyers Are Embracing the Multisourcing Service Integration Model
  • Proactive Monitoring In Maintenance and Support Services Contracts Lack Compelling Value

Contrarian View

  • Further Economic Deterioration Will Cause the Market to Retrench to Traditional Outsourcing

Vendors to Watch

  • Atos
  • Cisco Systems
  • CSC
  • HCL

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