Gartner Research

Market Trends: Digital Services, Automation and Marketing Services to Transform CM BPO Services Through 2016

Published: 19 September 2014

ID: G00261650

Analyst(s): TJ Singh


Digital services, automation and marketing services are transforming the customer management business process outsourcing market. Practice leaders should expect to see hypergrowth in transaction volumes as buyers embrace services such as multichannel, Web self-service, mobile, and analytics.

Table Of Contents


  • Market Overview — The Big Picture
  • Managing Client Expectation and Balancing Metrics and Sustainable Growth

Market Trend

  • Growth of Digital Services — Multichannel (Including Crowdsourcing), BPaaS, Social CRM, Mobile and Analytics Services
    • SMS/M Apps — Short Message Service/Mobile Apps
  • Rise of the Smart Machines — Automation Technologies and Services
  • Marketing Services Growing Rapidly Within CM BPO
  • Market Structure Trend
    • Aggressive Mergers and Acquisitions and New Entrants Continue to Reshape the Landscape

Vendors to Watch

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