Gartner Research

Market Trends: Customer Management BPO Matures With BPaaS and Multichannel, Analytics, Marketing and Mobility Services

Published: 08 April 2013

ID: G00246388

Analyst(s): TJ Singh


The worldwide CM business process outsourcing market's growth is spurred by buyer interest in multichannel and analytics services and business process as a service, the proliferation of Web- and mobile-based services, and the increasing consumption of marketing services.

Table Of Contents


  • Balancing Metrics and Sustainable Growth
  • The Road Ahead

Market Trend

  • Growth in BPaaS and Multichannel, Analytics and Automated Services
  • Proliferation of Web- and Mobile-Based Technologies and Services
  • Growth in Marketing Services
  • Market Structure Trend
    • The CM BPO Market Structure Continues to Be Reshaped by Mergers and Acquisitions and New Entrants

Vendors to Watch

Recommended Reading

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