Browse CMS market analyses by date

The purpose of this report is to assess the role of South Africa as a BPO delivery location for international companies.

The objectives of the report are to identify:

• The experience of organisations that use South Africa for international BPO service delivery
• The drivers for use of South Africa for delivery of BPO services for both contact centre services and for financial industry-specific & back-office services
• The profile of companies using South Africa BPO service delivery by industry sector
• The profile of international service delivery from South Africa by service type
• The benefits sought from South African service delivery and the profile of benefits achieved
• The delivery cost structure associated with South Africa, including details of government incentives.

This market analysis "Customer Management Services Market Forecast 2010-2014" provides market forecasts for the customer management services market globally, by geography and by market segment. It also provides details of vendor market shares in customer management services by geography.

The nature of customer management services or contact center outsourcing has changed considerably in the past 18-months, with organizations placing much higher demands on their suppliers than previously. Part of this requirement is predictably a demand for even higher cost-effectiveness, but in addition organizations are seeking a much greater level of effectiveness and expertise in improving their customer experience.

The purpose of NelsonHall's "User Requirements in Contact Center Outsourcing" report, consisting of 206 pages, is to assist sourcing managers and vendors in understanding the impact of these developments within contact center outsourcing in 2010. In particular, the objectives of the report are to identify both overall and by industry sector:

• The perceived importance of contact centers to the future success of their parent organizations
• The principal challenges faced by contact center services operations in 2010 including the levels of productivity improvement sought
• Areas of high and low satisfaction within existing contact center services and the initiatives planned by organizations for 2010 to enhance their customer handling capability
• Levels of intention to outsource contact center services planned for 2010
• Client requirements from outsourced contact center services, including requirements for outsourcing in support of emerging market entry
• The ways in which the new requirements being placed on contact center outsourcing have changed the key triggers for outsourcing
• The nature of the expertise now required from customer management services vendors
• The extent of the requirement for multi-channel services
• Attitudes towards ongoing development of nearshore and offshore delivery
• The extent to which WAHA is sought within the delivery mix and the nature of the benefits sought from use of WAHA services.

The "BPO Opportunities in Telecoms & Media Sector - 2010" market analysis consists of 90 pages.

The market analysis is based on interviews with telecoms and media executives in the U.S., Europe, and Asia Pacific and covers:

• Key business issues and initiatives for 2010 within telecoms and media companies
• Shared services issues, initiatives, and telecoms & media companies' SSC outsourcing intentions
• BPO purchasing intentions in 2010 within telecoms and media companies by service type
• Impact of the economic slowdown on telecoms and media companies' approaches to BPO, including attitudes towards use of offshore services and pre-standardized BPO services.