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

Archived Published: 08 April 2013 ID: G00246388


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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

  • Introduction
    • 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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