Gartner Research

Competitive Landscape: Customer Management BPO, Worldwide

Published: 18 July 2019

ID: G00388262

Analyst(s): TJ Singh


Service providers need a focus on competitive advantage, M&A and risk profiling to succeed in both traditional and digital services in a hypercompetitive market. CM BPO service providers should align capabilities and functionality with key competitive strategies that help differentiate services.

Table Of Contents


  • Competitive Situation and Trends
    • Competitive Trend No. 1 — M&A Continues to Define the Future of Competition in the CM BPO Service Provider Landscape
    • Competitive Trend No. 2 — Outcome-Based Pricing Is Gaining Traction in Asia/Pacific and Emerging Markets
    • Competitive Trend No. 3 —Contract Cancellation Due to Nonperformance and Unlimited Liability Contracts Is a High Risk to Service Providers
  • Competitive Profiles
    • Alorica
    • Sitel Group
    • Teleperformance
  • References and Methodology

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