Report

TABLE OF CONTENTS
1 INTRODUCTION 49
1.1 OBJECTIVES OF THE STUDY 49
1.2 MARKET DEFINITION 49
1.3 OVERVIEW OF ASIA-PACIFIC BUSINESS PROCESS OUTSOURCING (BPO) MARKET 49
1.4 LIMITATIONS 51
1.5 MARKETS COVERED 52
2 MARKET SEGMENTATION 61
2.1 MARKETS COVERED 61
2.2 GEOGRAPHICAL SCOPE 62
2.3 YEARS CONSIDERED FOR THE STUDY 63
2.4 CURRENCY AND PRICING 63
2.5 DBMR TRIPOD DATA VALIDATION MODEL 64
2.6 MULTIVARIATE MODELLING 67
2.7 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 68
2.8 DBMR MARKET POSITION GRID 69
2.9 ASIA-PACIFIC APPLICATION GRID 70
2.10 DBMR VENDOR SHARE ANALYSIS 71
2.11 SECONDARY SOURCES 72
2.12 ASSUMPTIONS 72
3 EXECUTIVE SUMMARY 73
4 PREMIUM INSIGHTS 79
4.1 EVOLUTION OF BUSINESS PROCESS OUTSOURCING 80
4.2 PORTER'S FIVE FORCES 82
4.3 PESTEL ANALYSIS 83
4.4 CONTRACT DATA OR BPO DEALS BY THE U.A.E. GOVERNMENT AND MARKET PARTICIPANTS 85
4.5 NUMBER OF FTES/ CONTACT CENTER AGENTS IN THE U.A.E. 86
4.6 TRANSACTION/ VOLUME DATA FOR BOTH INBOUND AND OUTBOUND CALLS IN THE U.A.E. 87
4.7 LIST OF THE UAE COMPANIES WITH CAPTIVE CONTACT CENTER OPERATIONS IN THE U.A.E. 88
4.8 COMPANY LANDSCAPE IN THE U.A.E. ON APPLICATION BASIS 89
4.8.1 COMPANY SHARE ANALYSIS: TALENT AND HR SERVICES 89
4.8.2 COMPANY SHARE ANALYSIS: SALES AND MARKETING 90
4.8.3 COMPANY SHARE ANALYSIS: FINANCE AND ACCOUNTING 91
4.8.4 COMPANY SHARE ANALYSIS: SOURCING, PROCUREMENT, AND SUPPLY CHAIN 92
4.8.5 COMPANY SHARE ANALYSIS: TRAINING 93
4.8.6 COMPANY SHARE ANALYSIS: FACILITIES AND ADMINISTRATION 94
4.8.7 COMPANY SHARE ANALYSIS: CUSTOMER CARE 95
4.8.8 COMPANY SHARE ANALYSIS: PRODUCT ENGINEERING 96
4.9 TECHNOLOGICAL ROADMAP 97
4.9.1 OVERVIEW 97
4.9.2 SHIFT FROM RPA TO INTELLIGENT PROCESS AUTOMATION (IPA) 97
4.9.3 GENERATIVE AI AND CONVERSATIONAL AUTOMATION 97
4.9.4 PREDICTIVE AND PRESCRIPTIVE ANALYTICS 97
4.9.5 CLOUD-NATIVE INFRASTRUCTURE AND OMNICHANNEL DELIVERY 97
4.9.6 CYBERSECURITY AND COMPLIANCE BY DESIGN 98
4.9.7 STRATEGIC RECOMMENDATIONS FOR CLIENTS AND INVESTORS 98
4.9.8 FUTURE OUTLOOK 98
4.10 CLIENT-SIDE BUSINESS PROCESS OUTSOURCING (BPO) MARKET OVERVIEW 99
4.10.1 MARKET OUTLOOK AND GROWTH TRAJECTORY 99
4.10.2 KEY DEMAND DRIVERS FROM THE CLIENT PERSPECTIVE 99
4.10.3 REGIONAL DEMAND HIGHLIGHTS 99
4.10.4 STRATEGIC INITIATIVES BY LEADING BPO PROVIDERS 99
4.10.5 CHALLENGES IMPACTING CLIENT-SIDE DECISIONS 100
4.10.6 STRATEGIC OUTLOOK FOR ENTERPRISES 100
4.11 COUNTRY-TO-COUNTRY OUTSOURCING FLOWS 101
4.11.1 OVERVIEW 101
4.11.2 DELIVERY MODELS & REGIONAL STRUCTURE 103
4.11.3 KEY INFLUENCING FACTORS ON OUTSOURCING FLOW 104
4.11.4 CONCLUSION 105
4.12 COMPANY COMPARATIVE ANALYSIS 106
4.12.1 TELEPERFORMANCE 106
4.12.2 CONCENTRIX 107
4.12.3 ACCENTURE (BPO DIVISION) 108
4.12.4 GENPACT 109
4.12.5 TTEC 110
4.12.6 COMPARATIVE INSIGHTS 111
4.12.7 CONCLUSION 111
4.13 ASIA-PACIFIC OUTSOURCING AND DELIVERY STRUCTURE 112
4.14 OUTSOURCING FLOW - DRIVERS & RESTRAINING FACTORS 114
4.14.1 OVERVIEW 114
4.14.2 COST OPTIMIZATION AND TALENT AVAILABILITY 116
4.14.3 TECHNOLOGICAL ADVANCEMENTS AND REGULATORY COMPLIANCE 116
4.14.4 GEOPOLITICAL STABILITY AND REMOTE WORK ENABLEMENT 116
4.14.5 WAGE INFLATION AND GOVERNMENT POLICIES 116
4.14.6 CONCLUSION 116
5 REGULATORY COVERAGE 117
6 MARKET OVERVIEW 118
6.1 DRIVERS 120
6.1.1 INCREASING NEED FOR BUSINESS AGILITY 120
6.1.2 RISING CUSTOMER FOCUS TOWARDS ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST EFFICIENCY 120
6.1.3 GROWING PREFERENCE OF CLOUD TECHNOLOGY AND ITS SIGNIFICANCE IN PROCESS AUTOMATION 121
6.1.4 TECHNOLOGICAL ADVANCEMENTS (AI, RPA, ANALYTICS) 122
6.2 RESTRAINTS 123
6.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 123
6.2.2 STRINGENT GOVERNMENT REGULATIONS 124
6.3 OPPORTUNITIES 124
6.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 124
6.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 125
6.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND THE IT SECTOR SPENDING 126
6.4 CHALLENGES 127
6.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 127
6.4.2 FREQUENT DISRUPTION AFFECTS OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 127
7 ASIA-PACIFIC BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 129
7.1 OVERVIEW 130
7.2 OFFSHORE 131
7.3 ONSHORE 132
7.4 NEARSHORE 132
8 ASIA-PACIFIC BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 133
8.1 OVERVIEW 134
8.2 CUSTOMER CARE 136
8.3 FINANCE AND ACCOUNTING 136
8.3.1 FINANCE AND ACCOUNTING, BY APPLICATION 137
8.3.2 ORDER TO CASH 137
8.3.3 PROCURE TO PAY 137
8.3.4 RECORD TO REPORT 137
8.3.5 FINANCIAL PLANNING & ANALYSIS 137
8.4 IT SERVICES 138
8.5 TALENT AND HR SERVICES 138
8.5.1 TALENT AND HR SERVICES, BY TYPE 139
8.5.2 EMPLOYEE AND HR OPERATIONS 139
8.5.2.1 Employee and HR Operations, By Application 139
8.5.3 PAYROLL AND PENSION 140
8.5.4 EMPLOYEE SERVICES 140
8.5.5 GOVERNMENT RELATION SERVICES 140
8.5.6 WORKFORCE DATA ADMINISTRATION 140
8.5.7 MASTER DATA MANAGEMENT 140
8.5.8 TALENT ACQUISITION AND DEVELOPMENT 140
8.5.8.1 Talent Acquisition and Development, by Application 140
8.5.9 TALENT DEVELOPMENT 141
8.5.9.1 Talent Development, By Application 141
8.5.10 ORGANIZATION AND CHANGE MANAGEMENT 141
8.5.11 COMPETENCY AND DEVELOPMENT MANAGEMENT 141
8.5.12 LEARNING CONTENT DEVELOPMENT & LEARNING DELIVERY 141
8.5.13 CURRICULUM AND CAMPAIGN DESIGN 142
8.5.14 COLLABORATION AND KNOWLEDGE MANAGEMENT 142
8.5.15 COMPENSATION PLANNING 142
8.5.16 OTHERS 142
8.5.17 TALENT ACQUISITION 143
8.5.17.1 Talent Acquisition, by Application 143
8.5.18 WORKFORCE PLANNING 143
8.5.19 CANDIDATE SOURCING SCREENING AND SELECTION 143
8.5.20 NEW JOINER OFFER AND ONBOARDING 143
8.5.21 HIRING CLEARANCES 144
8.5.22 RELOCATION ASSISTANCE, INTER COMPANY AND ASIA-PACIFIC MOBILITY 144
8.5.23 OTHERS 144
8.6 SALES AND MARKETING 144
8.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 145
8.7.1 SOURCING, PROCUREMENT & SUPPLY CHAIN, BY APPLICATION 145
8.7.2 PROCUREMENT ADMIN SUPPORT 146
8.7.3 SOURCE TO CONTRACT 146
8.7.4 PROCUREMENT CONSULTING 146
8.8 PRODUCT ENGINEERING 146
8.9 FACILITIES AND ADMINISTRATION 147
8.10 TRAINING 148
9 ASIA-PACIFIC BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 149
9.1 OVERVIEW 150
9.2 LARGE ENTERPRISES 151
9.3 SMES 152
10 ASIA-PACIFIC BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 153
10.1 OVERVIEW 154
10.2 CONTRACT BASED 155
10.3 BUNDLED SERVICES 156
10.4 BEST-SHORE 156
10.5 FEE FOR SERVICE 157
11 ASIA-PACIFIC BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 158
11.1 OVERVIEW 159
11.2 IT 162
11.2.1 IT, BY APPLICATION 163
11.2.1.1 IT SERVICES 163
11.2.1.2 CUSTOMER CARE 163
11.2.1.3 PRODUCT ENGINEERING 163
11.2.1.4 SALES AND MARKETING 164
11.2.1.5 FINANCE AND ACCOUNTING 164
11.2.1.6 TALENT AND HR SERVICES 164
11.2.1.7 TRAINING 164
11.2.1.8 PROCUREMENT & SUPPLY CHAIN 164
11.2.1.9 FACILITIES AND ADMINISTRATION 164
11.3 TELECOMMUNICATION 165
11.3.1 TELECOMMUNICATION, BY APPLICATION 166
11.3.1.1 CUSTOMER CARE 166
11.3.1.2 IT SERVICES 166
11.3.1.3 FINANCE AND ACCOUNTING 166
11.3.1.4 SALES AND MARKETING 167
11.3.1.5 TALENT AND HR 167
11.3.1.6 TRAINING 167
11.3.1.7 FACILITIES AND ADMINISTRATION 167
11.3.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 167
11.3.1.9 PRODUCT ENGINEERING 167
11.4 MANUFACTURING 168
11.4.1 MANUFACTURING, BY TYPE 169
11.4.1.1 AUTOMOTIVE 170
11.4.1.1.1 AUTOMOTIVE, BY APPLICATION 170
11.4.1.1.1.1 SOURCING, PROCUREMENT & SUPPLY CHAIN 170
11.4.1.1.1.2 PRODUCT ENGINEERING 171
11.4.1.1.1.3 IT SERVICES 171
11.4.1.1.1.4 FINANCE AND ACCOUNTING 171
11.4.1.1.1.5 CUSTOMER CARE 171
11.4.1.1.1.6 TALENT AND HR 171
11.4.1.1.1.7 TRAINING 171
11.4.1.1.1.8 SALES AND MARKETING 171
11.4.1.1.1.9 FACILITIES AND ADMINISTRATION 171
11.4.1.2 ELECTRONIC MACHINERIES 172
11.4.1.2.1 ELECTRONIC MACHINERIES, BY APPLICATION 172
11.4.1.2.1.1 PRODUCT ENGINEERING 172
11.4.1.2.1.2 IT SERVICES 173
11.4.1.2.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 173
11.4.1.2.1.4 FINANCE AND ACCOUNTING 173
11.4.1.2.1.5 CUSTOMER CARE 173
11.4.1.2.1.6 TALENT AND HR 173
11.4.1.2.1.7 TRAINING 173
11.4.1.2.1.8 FACILITIES AND ADMINISTRATION 173
11.4.1.2.1.9 SALES AND MARKETING 173
11.4.1.3 CHEMICAL & MATERIALS 174
11.4.1.3.1 CHEMICAL & MATERIALS, BY APPLICATION 174
11.4.1.3.1.1 SOURCING, PROCUREMENT & SUPPLY CHAIN 174
11.4.1.3.1.2 FINANCE AND ACCOUNTING 175
11.4.1.3.1.3 CUSTOMER CARE 175
11.4.1.3.1.4 TALENT AND HR SERVICES 175
11.4.1.3.1.5 PRODUCT ENGINEERING 175
11.4.1.3.1.6 SALES AND MARKETING 175
11.4.1.3.1.7 TRAINING 175
11.4.1.3.1.8 FACILITIES AND ADMINISTRATION 175
11.4.1.3.1.9 IT SERVICES 175
11.4.1.4 ICT EQUIPMENTS 176
11.4.1.4.1 ICT EQUIPMENTS, BY APPLICATION 176
11.4.1.4.1.1 PRODUCT ENGINEERING 176
11.4.1.4.1.2 IT SERVICES 177
11.4.1.4.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 177
11.4.1.4.1.4 CUSTOMER CARE 177
11.4.1.4.1.5 FINANCE AND ACCOUNTING 177
11.4.1.4.1.6 TALENT AND HR SERVICES 177
11.4.1.4.1.7 TRAINING 177
11.4.1.4.1.8 SALES & MARKETING SUPPORT 177
11.4.1.4.1.9 FACILITIES AND ADMINISTRATION 177
11.4.1.5 FOOD & BEVERAGE 178
11.4.1.5.1 FOOD & BEVERAGE, BY APPLICATION 178
11.4.1.5.1.1 CUSTOMER CARE 178
11.4.1.5.1.2 SOURCING, PROCUREMENT & SUPPLY CHAIN 179
11.4.1.5.1.3 FINANCE AND ACCOUNTING 179
11.4.1.5.1.4 SALES & MARKETING SUPPORT 179
11.4.1.5.1.5 TALENT AND HR SERVICES 179
11.4.1.5.1.6 IT SERVICES 179
11.4.1.5.1.7 FACILITIES AND ADMINISTRATION 179
11.4.1.5.1.8 TRAINING 179
11.4.1.5.1.9 PRODUCT ENGINEERING 179
11.4.1.6 ARCHITECTURE & HOUSING 180
11.4.1.6.1 ARCHITECTURE & HOUSING, BY APPLICATION 180
11.4.1.6.1.1 FINANCE AND ACCOUNTING 180
11.4.1.6.1.2 PRODUCT ENGINEERING 181
11.4.1.6.1.3 IT SERVICES 181
11.4.1.6.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 181
11.4.1.6.1.5 TALENT AND HR SERVICES 181
11.4.1.6.1.6 CUSTOMER CARE 181
11.4.1.6.1.7 FACILITIES AND ADMINISTRATION 181
11.4.1.6.1.8 SALES & MARKETING SUPPORT 181
11.4.1.6.1.9 TRAINING (SAFETY, COMPLIANCE, DESIGN) 181
11.4.1.6.1.10 OTHERS 182
11.5 BFSI 183
11.5.1 BFSI, BY TYPE 183
11.5.1.1 BANKING 184
11.5.1.1.1 BANKING, BY APPLICATION 184
11.5.1.1.1.1 CUSTOMER CARE 184
11.5.1.1.1.2 FINANCE AND ACCOUNTING 185
11.5.1.1.1.3 TALENT AND HR SERVICES 185
11.5.1.1.1.4 IT SERVICES 185
11.5.1.1.1.5 SALES & MARKETING SUPPORT 185
11.5.1.1.1.6 SOURCING, PROCUREMENT & SUPPLY CHAIN 185
11.5.1.1.1.7 TRAINING 185
11.5.1.1.1.8 FACILITIES AND ADMINISTRATION 185
11.5.1.1.2 �PRODUCT ENGINEERING 185
11.5.1.2 FINANCIAL SERVICES 186
11.5.1.2.1 FINANCIAL SERVICES, BY APPLICATION 186
11.5.1.2.1.1 FINANCE AND ACCOUNTING 186
11.5.1.2.1.2 CUSTOMER CARE 187
11.5.1.2.1.3 IT SERVICES 187
11.5.1.2.1.4 TALENT AND HR SERVICES 187
11.5.1.2.1.5 SALES AND MARKETING 187
11.5.1.2.1.6 PRODUCT ENGINEERING 187
11.5.1.2.1.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 187
11.5.1.2.1.8 TRAINING 187
11.5.1.2.1.9 FACILITIES AND ADMINISTRATION 187
11.5.1.3 INSURANCE 188
11.5.1.3.1 INSURANCE, BY APPLICATION 188
11.5.1.3.1.1 CUSTOMER CARE 188
11.5.1.3.1.2 FINANCE AND ACCOUNTING 189
11.5.1.3.1.3 SALES AND MARKETING 189
11.5.1.3.1.4 TALENT AND HR SERVICES 189
11.5.1.3.1.5 IT SERVICES 189
11.5.1.3.1.6 SOURCING, PROCUREMENT & SUPPLY CHAIN 189
11.5.1.3.1.7 TRAINING 189
11.5.1.3.1.8 PRODUCT ENGINEERING 189
11.5.1.3.1.9 FACILITIES AND ADMINISTRATION 189
11.6 GOVERNMENT 190
11.6.1 GOVERNMENT, BY APPLICATION 191
11.6.1.1 IT SERVICES 191
11.6.1.2 CUSTOMER CARE 191
11.6.1.3 FINANCE AND ACCOUNTING 191
11.6.1.4 TALENT AND HR 192
11.6.1.5 FACILITIES AND ADMINISTRATION 192
11.6.1.6 TRAINING 192
11.6.1.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 192
11.6.1.8 SALES AND MARKETING 192
11.6.1.9 PRODUCT ENGINEERING 192
11.7 DEFENSE 193
11.7.1 DEFENSE, BY APPLICATION 194
11.7.1.1 IT SERVICES 194
11.7.1.2 TRAINING 194
11.7.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 194
11.7.1.4 FINANCE AND ACCOUNTING 195
11.7.1.5 FACILITIES AND ADMINISTRATION 195
11.7.1.6 TALENT AND HR 195
11.7.1.7 CUSTOMER CARE 195
11.7.1.8 PRODUCT ENGINEERING 195
11.7.1.9 SALES AND MARKETING 195
11.8 TRANSPORTATION 196
11.8.1 TRANSPORTATION, BY APPLICATION 197
11.8.1.1 CUSTOMER CARE 197
11.8.1.2 IT SERVICES 197
11.8.1.3 FINANCE AND ACCOUNTING 197
11.8.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 198
11.8.1.5 TALENT AND HR 198
11.8.1.6 TRAINING 198
11.8.1.7 FACILITIES AND ADMINISTRATION 198
11.8.1.8 SALES AND MARKETING 198
11.8.1.9 PRODUCT ENGINEERING 198
11.9 LOGISTICS 199
11.9.1 LOGISTICS, BY APPLICATION 200
11.9.1.1 IT SERVICES 200
11.9.1.2 CUSTOMER CARE 200
11.9.1.3 FINANCE AND ACCOUNTING 200
11.9.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 201
11.9.1.5 TALENT AND HR 201
11.9.1.6 TRAINING 201
11.9.1.7 FACILITIES AND ADMINISTRATION 201
11.9.1.8 SALES AND MARKETING 201
11.9.1.9 PRODUCT ENGINEERING 201
11.10 RETAIL 202
11.10.1 RETAIL, BY APPLICATION 203
11.10.1.1 CUSTOMER CARE 203
11.10.1.2 IT SERVICES 203
11.10.1.3 FINANCE AND ACCOUNTING 204
11.10.1.4 SALES AND MARKETING 204
11.10.1.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 204
11.10.1.6 TALENT AND HR 204
11.10.1.7 FACILITIES AND ADMINISTRATION 204
11.10.1.8 TRAINING 204
11.10.1.9 PRODUCT ENGINEERING 204
11.11 HEALTHCARE 205
11.11.1 HEALTHCARE, BY APPLICATION 206
11.11.1.1 CUSTOMER CARE 206
11.11.1.2 IT SERVICES 206
11.11.1.3 FINANCE AND ACCOUNTING 207
11.11.1.4 TRAINING 207
11.11.1.5 TALENT AND HR 207
11.11.1.6 FACILITIES AND ADMINISTRATION 207
11.11.1.7 SALES AND MARKETING 207
11.11.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 207
11.11.1.9 PRODUCT ENGINEERING 207
11.12 E-COMMERCE 208
11.12.1 E-COMMERCE, BY APPLICATION 209
11.12.1.1 CUSTOMER CARE 209
11.12.1.2 IT SERVICES 209
11.12.1.3 SALES AND MARKETING 209
11.12.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 210
11.12.1.5 FINANCE AND ACCOUNTING 210
11.12.1.6 TALENT AND HR 210
11.12.1.7 FACILITIES AND ADMINISTRATION 210
11.12.1.8 TRAINING 210
11.12.1.9 PRODUCT ENGINEERING 210
11.13 TRAVEL 211
11.13.1 TRAVEL, BY APPLICATION 212
11.13.1.1 CUSTOMER CARE 212
11.13.1.2 FINANCE AND ACCOUNTING 212
11.13.1.3 TALENT AND HR SERVICES 212
11.13.1.4 SALES AND MARKETING 213
11.13.1.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 213
11.13.1.6 FACILITIES AND ADMINISTRATION 213
11.13.1.7 PRODUCT ENGINEERING 213
11.13.1.8 TRAINING 213
11.13.1.9 IT SERVICES 213
11.14 HOSPITALITY 214
11.14.1 HOSPITALITY, BY APPLICATION 215
11.14.1.1 CUSTOMER CARE 215
11.14.1.2 SALES AND MARKETING 215
11.14.1.3 IT SERVICES 215
11.14.1.4 FINANCE AND ACCOUNTING 216
11.14.1.5 TALENT AND HR 216
11.14.1.6 TRAINING 216
11.14.1.7 FACILITIES AND ADMINISTRATION 216
11.14.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 216
11.14.1.9 PRODUCT ENGINEERING 216
11.15 ENERGY 217
11.15.1 ENERGY, BY APPLICATION 218
11.15.1.1 IT SERVICES 218
11.15.1.2 FINANCE AND ACCOUNTING 218
11.15.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 218
11.15.1.4 CUSTOMER CARE 219
11.15.1.5 FACILITIES AND ADMINISTRATION 219
11.15.1.6 TALENT AND HR 219
11.15.1.7 TRAINING 219
11.15.1.8 PRODUCT ENGINEERING 219
11.15.1.9 SALES AND MARKETING 219
11.16 EDUCATION 220
11.16.1 EDUCATION, BY APPLICATION 221
11.16.1.1 TRAINING 221
11.16.1.2 IT SERVICES 221
11.16.1.3 CUSTOMER CARE 222
11.16.1.4 FINANCE AND ACCOUNTING 222
11.16.1.5 TALENT AND HR 222
11.16.1.6 SALES AND MARKETING 222
11.16.1.7 FACILITIES AND ADMINISTRATION 222
11.16.1.8 PRODUCT ENGINEERING 222
11.16.1.9 SOURCING, PROCUREMENT & SUPPLY CHAIN 222
11.17 UTILITIES 223
11.17.1 UTILITIES, BY APPLICATION 224
11.17.1.1 IT SERVICES 224
11.17.1.2 CUSTOMER CARE 224
11.17.1.3 FINANCE AND ACCOUNTING 224
11.17.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 225
11.17.1.5 FACILITIES AND ADMINISTRATION 225
11.17.1.6 TALENT AND HR 225
11.17.1.7 TRAINING 225
11.17.1.8 PRODUCT ENGINEERING 225
11.17.1.9 SALES AND MARKETING 225
11.18 OTHERS 226
12 ASIA-PACIFIC BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY REGION 227
12.1 ASIA-PACIFIC 229
12.1.1 JAPAN 256
12.1.2 CHINA 275
12.1.3 INDIA 294
12.1.4 PHILIPPINES 313
12.1.5 SOUTH KOREA 332
12.1.6 AUSTRALIA 351
12.1.7 SINGAPORE 370
12.1.8 THAILAND 389
12.1.9 INDONESIA 408
12.1.10 MALAYSIA 427
12.1.11 TAIWAN 446
12.1.12 VIETNAM 465
12.1.13 NEW ZEALAND 484
12.1.14 REST OF ASIA-PACIFIC 503
13 ASIA-PACIFIC BUSINESS PROCESS OUTSOURCING (BPO) MARKET, COMPANY LANDSCAPE 504
13.1 COMPANY SHARE ANALYSIS: GLOBAL 504
14 SWOT ANALYSIS 505
15 COMPANY PROFILE 506
15.1 ACCENTURE 506
15.1.1 COMPANY SNAPSHOT 506
15.1.2 REVENUE ANALYSIS 507
15.1.3 COMPANY SHARE ANALYSIS 507
15.1.4 SERVICE PORTFOLIO 508
15.1.5 RECENT DEVELOPMENT 509
15.2 INFOSYS LIMITED 510
15.2.1 COMPANY SNAPSHOT 510
15.2.2 REVENUE ANALYSIS 510
15.2.3 COMPANY SHARE ANALYSIS 511
15.2.4 SERVICE PORTFOLIO 511
15.2.5 RECENT DEVELOPMENT 512
15.3 IBM CORPORATION 513
15.3.1 COMPANY SNAPSHOT 513
15.3.2 REVENUE ANALYSIS 513
15.3.3 COMPANY SHARE ANALYSIS 514
15.3.4 SERVICE PORTFOLIO 514
15.3.5 RECENT DEVELOPMENT 516
15.4 CAPGEMINI 517
15.4.1 COMPANY SNAPSHOT 517
15.4.2 REVENUE ANALYSIS 517
15.4.3 COMPANY SHARE ANALYSIS 518
15.4.4 SERVICE PORTFOLIO 518
15.4.5 RECENT DEVELOPMENT 522
15.5 TATA CONSULTANCY SERVICES LIMITED 524
15.5.1 COMPANY SNAPSHOT 524
15.5.2 REVENUE ANALYSIS 524
15.5.3 COMPANY SHARE ANALYSIS 525
15.5.4 SERVICE PORTFOLIO 525
15.5.5 RECENT DEVELOPMENT 525
15.6 ADP, INC. 526
15.6.1 COMPANY SNAPSHOT 526
15.6.2 REVENUE ANALYSIS 526
15.6.3 SERVICE PORTFOLIO 527
15.6.4 RECENT DEVELOPMENT 529
15.7 AMDOCS 530
15.7.1 COMPANY SNAPSHOT 530
15.7.2 REVENUE ANALYSIS 531
15.7.3 SERVICE PORTFOLIO 531
15.7.4 RECENT DEVELOPMENT 532
15.8 ALTECISYS 534
15.8.1 COMPANY SNAPSHOT 534
15.8.2 SERVICE PORTFOLIO 534
15.8.3 RECENT DEVELOPMENT 535
15.9 COGNIZANT 536
15.9.1 COMPANY SNAPSHOT 536
15.9.2 REVENUE ANALYSIS 537
15.9.3 SERVICE PORTFOLIO 537
15.9.4 RECENT DEVELOPMENT 538
15.10 CONCENTRIX CORPORATION 540
15.10.1 COMPANY SNAPSHOT 540
15.10.2 REVENUE ANALYSIS 540
15.10.3 SERVICE PORTFOLIO 541
15.10.4 RECENT DEVELOPMENT 542
15.11 GENPACT 543
15.11.1 COMPANY SNAPSHOT 543
15.11.2 REVENUE ANALYSIS 544
15.11.3 SERVICE PORTFOLIO 544
15.11.4 RECENT DEVELOPMENT 546
15.12 HCL TECHNOLOGIES LIMITED 548
15.12.1 COMPANY SNAPSHOT 548
15.12.2 REVENUE ANALYSIS 548
15.12.3 SERVICE PORTFOLIO 549
15.12.4 RECENT DEVELOPMENT 551
15.13 INTETICS INC. 552
15.13.1 COMPANY SNAPSHOT 552
15.13.2 SERVICE PORTFOLIO 552
15.13.3 RECENT DEVELOPMENT 552
15.14 IBT 553
15.14.1 COMPANY SNAPSHOT 553
15.14.2 SERVICE PORTFOLIO 553
15.14.3 RECENT DEVELOPMENT 554
15.15 NTT DATA GROUP CORPORATION 555
15.15.1 COMPANY SNAPSHOT 555
15.15.2 REVENUE ANALYSIS 555
15.15.3 SERVICE PORTFOLIO 556
15.15.4 RECENT DEVELOPMENT 556
15.16 NCR VOYIX CORPORATION 557
15.16.1 COMPANY SNAPSHOT 557
15.16.2 REVENUE ANALYSIS 557
15.16.3 SERVICE PORTFOLIO 558
15.16.4 RECENT DEVELOPMENT 559
15.17 PLAXONIC. 560
15.17.1 COMPANY SNAPSHOT 560
15.17.2 SERVICE PORTFOLIO 560
15.17.3 RECENT DEVELOPMENT 561
15.18 ROBERT HALF INC (SUBSIDARY OF PROVITI) 562
15.18.1 COMPANY SNAPSHOT 562
15.18.2 REVENUE ANALYSIS 562
15.18.3 SERVICE PORTFOLIO 563
15.18.4 RECENT DEVELOPMENT 563
15.19 SODEXO 564
15.19.1 COMPANY SNAPSHOT 564
15.19.2 REVENUE ANALYSIS 564
15.19.3 SERVICE PORTFOLIO 565
15.19.4 RECENT DEVELOPMENT 565
15.20 TTEC 566
15.20.1 COMPANY SNAPSHOT 566
15.20.2 REVENUE ANALYSIS 566
15.20.3 SERVICE PORTFOLIO 567
15.20.4 RECENT DEVELOPMENT 569
15.21 WIPRO 570
15.21.1 COMPANY SNAPSHOT 570
15.21.2 REVENUE ANALYSIS 570
15.21.3 SERVICE PORTFOLIO 571
15.21.4 RECENT DEVELOPMENT 572
16 QUESTIONNAIRE 573
17 RELATED REPORTS 576
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