Report

TABLE OF CONTENTS
1 INTRODUCTION 53
1.1 OBJECTIVES OF THE STUDY 53
1.2 MARKET DEFINITION 53
1.3 OVERVIEW OF EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET 53
1.4 LIMITATIONS 55
1.5 MARKETS COVERED 56
2 MARKET SEGMENTATION 65
2.1 MARKETS COVERED 65
2.2 GEOGRAPHICAL SCOPE 66
2.3 YEARS CONSIDERED FOR THE STUDY 67
2.4 CURRENCY AND PRICING 67
2.5 DBMR TRIPOD DATA VALIDATION MODEL 68
2.6 MULTIVARIATE MODELLING 71
2.7 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 72
2.8 DBMR MARKET POSITION GRID 73
2.9 EUROPE APPLICATION GRID 74
2.10 DBMR VENDOR SHARE ANALYSIS 75
2.11 SECONDARY SOURCES 76
2.12 ASSUMPTIONS 76
3 EXECUTIVE SUMMARY 77
4 PREMIUM INSIGHTS 83
4.1 EVOLUTION OF BUSINESS PROCESS OUTSOURCING 84
4.2 PORTER'S FIVE FORCES 86
4.3 PESTEL ANALYSIS 87
4.4 CONTRACT DATA OR BPO DEALS BY THE U.A.E. GOVERNMENT AND MARKET PARTICIPANTS 89
4.5 NUMBER OF FTES/ CONTACT CENTER AGENTS IN THE U.A.E. 90
4.6 TRANSACTION/ VOLUME DATA FOR BOTH INBOUND AND OUTBOUND CALLS IN THE U.A.E. 91
4.7 LIST OF THE UAE COMPANIES WITH CAPTIVE CONTACT CENTER OPERATIONS IN THE U.A.E. 92
4.8 COMPANY LANDSCAPE IN THE U.A.E. ON APPLICATION BASIS 93
4.8.1 COMPANY SHARE ANALYSIS: TALENT AND HR SERVICES 93
4.8.2 COMPANY SHARE ANALYSIS: SALES AND MARKETING 94
4.8.3 COMPANY SHARE ANALYSIS: FINANCE AND ACCOUNTING 95
4.8.4 COMPANY SHARE ANALYSIS: SOURCING, PROCUREMENT, AND SUPPLY CHAIN 96
4.8.5 COMPANY SHARE ANALYSIS: TRAINING 97
4.8.6 COMPANY SHARE ANALYSIS: FACILITIES AND ADMINISTRATION 98
4.8.7 COMPANY SHARE ANALYSIS: CUSTOMER CARE 99
4.8.8 COMPANY SHARE ANALYSIS: PRODUCT ENGINEERING 100
4.9 TECHNOLOGICAL ROADMAP 101
4.9.1 OVERVIEW 101
4.9.2 SHIFT FROM RPA TO INTELLIGENT PROCESS AUTOMATION (IPA) 101
4.9.3 GENERATIVE AI AND CONVERSATIONAL AUTOMATION 101
4.9.4 PREDICTIVE AND PRESCRIPTIVE ANALYTICS 101
4.9.5 CLOUD-NATIVE INFRASTRUCTURE AND OMNICHANNEL DELIVERY 101
4.9.6 CYBERSECURITY AND COMPLIANCE BY DESIGN 102
4.9.7 STRATEGIC RECOMMENDATIONS FOR CLIENTS AND INVESTORS 102
4.9.8 FUTURE OUTLOOK 102
4.10 CLIENT-SIDE BUSINESS PROCESS OUTSOURCING (BPO) MARKET OVERVIEW 103
4.10.1 MARKET OUTLOOK AND GROWTH TRAJECTORY 103
4.10.2 KEY DEMAND DRIVERS FROM THE CLIENT PERSPECTIVE 103
4.10.3 REGIONAL DEMAND HIGHLIGHTS 103
4.10.4 STRATEGIC INITIATIVES BY LEADING BPO PROVIDERS 103
4.10.5 CHALLENGES IMPACTING CLIENT-SIDE DECISIONS 104
4.10.6 STRATEGIC OUTLOOK FOR ENTERPRISES 104
4.11 COUNTRY-TO-COUNTRY OUTSOURCING FLOWS 105
4.11.1 OVERVIEW 105
4.11.2 DELIVERY MODELS & REGIONAL STRUCTURE 107
4.11.3 KEY INFLUENCING FACTORS ON OUTSOURCING FLOW 108
4.11.4 CONCLUSION 109
4.12 COMPANY COMPARATIVE ANALYSIS 110
4.12.1 TELEPERFORMANCE 110
4.12.2 CONCENTRIX 111
4.12.3 ACCENTURE (BPO DIVISION) 112
4.12.4 GENPACT 113
4.12.5 TTEC 114
4.12.6 COMPARATIVE INSIGHTS 115
4.12.7 CONCLUSION 115
4.13 EUROPE OUTSOURCING AND DELIVERY STRUCTURE 116
4.14 OUTSOURCING FLOW - DRIVERS & RESTRAINING FACTORS 118
4.14.1 OVERVIEW 118
4.14.2 COST OPTIMIZATION AND TALENT AVAILABILITY 120
4.14.3 TECHNOLOGICAL ADVANCEMENTS AND REGULATORY COMPLIANCE 120
4.14.4 GEOPOLITICAL STABILITY AND REMOTE WORK ENABLEMENT 120
4.14.5 WAGE INFLATION AND GOVERNMENT POLICIES 120
4.14.6 CONCLUSION 120
5 REGULATORY COVERAGE 121
6 MARKET OVERVIEW 122
6.1 DRIVERS 124
6.1.1 INCREASING NEED FOR BUSINESS AGILITY 124
6.1.2 RISING CUSTOMER FOCUS TOWARDS ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST EFFICIENCY 124
6.1.3 GROWING PREFERENCE OF CLOUD TECHNOLOGY AND ITS SIGNIFICANCE IN PROCESS AUTOMATION 125
6.1.4 TECHNOLOGICAL ADVANCEMENTS (AI, RPA, ANALYTICS) 126
6.2 RESTRAINTS 127
6.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 127
6.2.2 STRINGENT GOVERNMENT REGULATIONS 128
6.3 OPPORTUNITIES 128
6.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 128
6.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 129
6.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND THE IT SECTOR SPENDING 130
6.4 CHALLENGES 131
6.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 131
6.4.2 FREQUENT DISRUPTION AFFECTS OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 131
7 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 133
7.1 OVERVIEW 134
7.2 OFFSHORE 135
7.3 ONSHORE 136
7.4 NEARSHORE 136
8 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 137
8.1 OVERVIEW 138
8.2 CUSTOMER CARE 140
8.3 FINANCE AND ACCOUNTING 140
8.3.1 FINANCE AND ACCOUNTING, BY APPLICATION 141
8.3.2 ORDER TO CASH 141
8.3.3 PROCURE TO PAY 141
8.3.4 RECORD TO REPORT 141
8.3.5 FINANCIAL PLANNING & ANALYSIS 141
8.4 IT SERVICES 142
8.5 TALENT AND HR SERVICES 142
8.5.1 TALENT AND HR SERVICES, BY TYPE 143
8.5.2 EMPLOYEE AND HR OPERATIONS 143
8.5.2.1 Employee and HR Operations, By Application 143
8.5.3 PAYROLL AND PENSION 144
8.5.4 EMPLOYEE SERVICES 144
8.5.5 GOVERNMENT RELATION SERVICES 144
8.5.6 WORKFORCE DATA ADMINISTRATION 144
8.5.7 MASTER DATA MANAGEMENT 144
8.5.8 TALENT ACQUISITION AND DEVELOPMENT 144
8.5.8.1 Talent Acquisition and Development, by Application 144
8.5.9 TALENT DEVELOPMENT 145
8.5.9.1 Talent Development, By Application 145
8.5.10 ORGANIZATION AND CHANGE MANAGEMENT 145
8.5.11 COMPETENCY AND DEVELOPMENT MANAGEMENT 145
8.5.12 LEARNING CONTENT DEVELOPMENT & LEARNING DELIVERY 145
8.5.13 CURRICULUM AND CAMPAIGN DESIGN 146
8.5.14 COLLABORATION AND KNOWLEDGE MANAGEMENT 146
8.5.15 COMPENSATION PLANNING 146
8.5.16 OTHERS 146
8.5.17 TALENT ACQUISITION 147
8.5.17.1 Talent Acquisition, by Application 147
8.5.18 WORKFORCE PLANNING 147
8.5.19 CANDIDATE SOURCING SCREENING AND SELECTION 147
8.5.20 NEW JOINER OFFER AND ONBOARDING 147
8.5.21 HIRING CLEARANCES 148
8.5.22 RELOCATION ASSISTANCE, INTER COMPANY AND EUROPE MOBILITY 148
8.5.23 OTHERS 148
8.6 SALES AND MARKETING 148
8.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 149
8.7.1 SOURCING, PROCUREMENT & SUPPLY CHAIN, BY APPLICATION 149
8.7.2 PROCUREMENT ADMIN SUPPORT 150
8.7.3 SOURCE TO CONTRACT 150
8.7.4 PROCUREMENT CONSULTING 150
8.8 PRODUCT ENGINEERING 150
8.9 FACILITIES AND ADMINISTRATION 151
8.10 TRAINING 152
9 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 153
9.1 OVERVIEW 154
9.2 LARGE ENTERPRISES 155
9.3 SMES 156
10 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 157
10.1 OVERVIEW 158
10.2 CONTRACT BASED 159
10.3 BUNDLED SERVICES 160
10.4 BEST-SHORE 160
10.5 FEE FOR SERVICE 161
11 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 162
11.1 OVERVIEW 163
11.2 IT 166
11.2.1 IT, BY APPLICATION 167
11.2.1.1 IT SERVICES 167
11.2.1.2 CUSTOMER CARE 167
11.2.1.3 PRODUCT ENGINEERING 167
11.2.1.4 SALES AND MARKETING 168
11.2.1.5 FINANCE AND ACCOUNTING 168
11.2.1.6 TALENT AND HR SERVICES 168
11.2.1.7 TRAINING 168
11.2.1.8 PROCUREMENT & SUPPLY CHAIN 168
11.2.1.9 FACILITIES AND ADMINISTRATION 168
11.3 TELECOMMUNICATION 169
11.3.1 TELECOMMUNICATION, BY APPLICATION 170
11.3.1.1 CUSTOMER CARE 170
11.3.1.2 IT SERVICES 170
11.3.1.3 FINANCE AND ACCOUNTING 170
11.3.1.4 SALES AND MARKETING 171
11.3.1.5 TALENT AND HR 171
11.3.1.6 TRAINING 171
11.3.1.7 FACILITIES AND ADMINISTRATION 171
11.3.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 171
11.3.1.9 PRODUCT ENGINEERING 171
11.4 MANUFACTURING 172
11.4.1 MANUFACTURING, BY TYPE 173
11.4.1.1 AUTOMOTIVE 174
11.4.1.1.1 AUTOMOTIVE, BY APPLICATION 174
11.4.1.1.1.1 SOURCING, PROCUREMENT & SUPPLY CHAIN 174
11.4.1.1.1.2 PRODUCT ENGINEERING 175
11.4.1.1.1.3 IT SERVICES 175
11.4.1.1.1.4 FINANCE AND ACCOUNTING 175
11.4.1.1.1.5 CUSTOMER CARE 175
11.4.1.1.1.6 TALENT AND HR 175
11.4.1.1.1.7 TRAINING 175
11.4.1.1.1.8 SALES AND MARKETING 175
11.4.1.1.1.9 FACILITIES AND ADMINISTRATION 175
11.4.1.2 ELECTRONIC MACHINERIES 176
11.4.1.2.1 ELECTRONIC MACHINERIES, BY APPLICATION 176
11.4.1.2.1.1 PRODUCT ENGINEERING 176
11.4.1.2.1.2 IT SERVICES 177
11.4.1.2.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 177
11.4.1.2.1.4 FINANCE AND ACCOUNTING 177
11.4.1.2.1.5 CUSTOMER CARE 177
11.4.1.2.1.6 TALENT AND HR 177
11.4.1.2.1.7 TRAINING 177
11.4.1.2.1.8 FACILITIES AND ADMINISTRATION 177
11.4.1.2.1.9 SALES AND MARKETING 177
11.4.1.3 CHEMICAL & MATERIALS 178
11.4.1.3.1 CHEMICAL & MATERIALS, BY APPLICATION 178
11.4.1.3.1.1 SOURCING, PROCUREMENT & SUPPLY CHAIN 178
11.4.1.3.1.2 FINANCE AND ACCOUNTING 179
11.4.1.3.1.3 CUSTOMER CARE 179
11.4.1.3.1.4 TALENT AND HR SERVICES 179
11.4.1.3.1.5 PRODUCT ENGINEERING 179
11.4.1.3.1.6 SALES AND MARKETING 179
11.4.1.3.1.7 TRAINING 179
11.4.1.3.1.8 FACILITIES AND ADMINISTRATION 179
11.4.1.3.1.9 IT SERVICES 179
11.4.1.4 ICT EQUIPMENTS 180
11.4.1.4.1 ICT EQUIPMENTS, BY APPLICATION 180
11.4.1.4.1.1 PRODUCT ENGINEERING 180
11.4.1.4.1.2 IT SERVICES 181
11.4.1.4.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 181
11.4.1.4.1.4 CUSTOMER CARE 181
11.4.1.4.1.5 FINANCE AND ACCOUNTING 181
11.4.1.4.1.6 TALENT AND HR SERVICES 181
11.4.1.4.1.7 TRAINING 181
11.4.1.4.1.8 SALES & MARKETING SUPPORT 181
11.4.1.4.1.9 FACILITIES AND ADMINISTRATION 181
11.4.1.5 FOOD & BEVERAGE 182
11.4.1.5.1 FOOD & BEVERAGE, BY APPLICATION 182
11.4.1.5.1.1 CUSTOMER CARE 182
11.4.1.5.1.2 SOURCING, PROCUREMENT & SUPPLY CHAIN 183
11.4.1.5.1.3 FINANCE AND ACCOUNTING 183
11.4.1.5.1.4 SALES & MARKETING SUPPORT 183
11.4.1.5.1.5 TALENT AND HR SERVICES 183
11.4.1.5.1.6 IT SERVICES 183
11.4.1.5.1.7 FACILITIES AND ADMINISTRATION 183
11.4.1.5.1.8 TRAINING 183
11.4.1.5.1.9 PRODUCT ENGINEERING 183
11.4.1.6 ARCHITECTURE & HOUSING 184
11.4.1.6.1 ARCHITECTURE & HOUSING, BY APPLICATION 184
11.4.1.6.1.1 FINANCE AND ACCOUNTING 184
11.4.1.6.1.2 PRODUCT ENGINEERING 185
11.4.1.6.1.3 IT SERVICES 185
11.4.1.6.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 185
11.4.1.6.1.5 TALENT AND HR SERVICES 185
11.4.1.6.1.6 CUSTOMER CARE 185
11.4.1.6.1.7 FACILITIES AND ADMINISTRATION 185
11.4.1.6.1.8 SALES & MARKETING SUPPORT 185
11.4.1.6.1.9 TRAINING (SAFETY, COMPLIANCE, DESIGN) 185
11.4.1.6.1.10 OTHERS 186
11.5 BFSI 187
11.5.1 BFSI, BY TYPE 187
11.5.1.1 BANKING 188
11.5.1.1.1 BANKING, BY APPLICATION 188
11.5.1.1.1.1 CUSTOMER CARE 188
11.5.1.1.1.2 FINANCE AND ACCOUNTING 189
11.5.1.1.1.3 TALENT AND HR SERVICES 189
11.5.1.1.1.4 IT SERVICES 189
11.5.1.1.1.5 SALES & MARKETING SUPPORT 189
11.5.1.1.1.6 SOURCING, PROCUREMENT & SUPPLY CHAIN 189
11.5.1.1.1.7 TRAINING 189
11.5.1.1.1.8 FACILITIES AND ADMINISTRATION 189
11.5.1.1.2 �PRODUCT ENGINEERING 189
11.5.1.2 FINANCIAL SERVICES 190
11.5.1.2.1 FINANCIAL SERVICES, BY APPLICATION 190
11.5.1.2.1.1 FINANCE AND ACCOUNTING 190
11.5.1.2.1.2 CUSTOMER CARE 191
11.5.1.2.1.3 IT SERVICES 191
11.5.1.2.1.4 TALENT AND HR SERVICES 191
11.5.1.2.1.5 SALES AND MARKETING 191
11.5.1.2.1.6 PRODUCT ENGINEERING 191
11.5.1.2.1.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 191
11.5.1.2.1.8 TRAINING 191
11.5.1.2.1.9 FACILITIES AND ADMINISTRATION 191
11.5.1.3 INSURANCE 192
11.5.1.3.1 INSURANCE, BY APPLICATION 192
11.5.1.3.1.1 CUSTOMER CARE 192
11.5.1.3.1.2 FINANCE AND ACCOUNTING 193
11.5.1.3.1.3 SALES AND MARKETING 193
11.5.1.3.1.4 TALENT AND HR SERVICES 193
11.5.1.3.1.5 IT SERVICES 193
11.5.1.3.1.6 SOURCING, PROCUREMENT & SUPPLY CHAIN 193
11.5.1.3.1.7 TRAINING 193
11.5.1.3.1.8 PRODUCT ENGINEERING 193
11.5.1.3.1.9 FACILITIES AND ADMINISTRATION 193
11.6 GOVERNMENT 194
11.6.1 GOVERNMENT, BY APPLICATION 195
11.6.1.1 IT SERVICES 195
11.6.1.2 CUSTOMER CARE 195
11.6.1.3 FINANCE AND ACCOUNTING 195
11.6.1.4 TALENT AND HR 196
11.6.1.5 FACILITIES AND ADMINISTRATION 196
11.6.1.6 TRAINING 196
11.6.1.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 196
11.6.1.8 SALES AND MARKETING 196
11.6.1.9 PRODUCT ENGINEERING 196
11.7 DEFENSE 197
11.7.1 DEFENSE, BY APPLICATION 198
11.7.1.1 IT SERVICES 198
11.7.1.2 TRAINING 198
11.7.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 198
11.7.1.4 FINANCE AND ACCOUNTING 199
11.7.1.5 FACILITIES AND ADMINISTRATION 199
11.7.1.6 TALENT AND HR 199
11.7.1.7 CUSTOMER CARE 199
11.7.1.8 PRODUCT ENGINEERING 199
11.7.1.9 SALES AND MARKETING 199
11.8 TRANSPORTATION 200
11.8.1 TRANSPORTATION, BY APPLICATION 201
11.8.1.1 CUSTOMER CARE 201
11.8.1.2 IT SERVICES 201
11.8.1.3 FINANCE AND ACCOUNTING 201
11.8.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 202
11.8.1.5 TALENT AND HR 202
11.8.1.6 TRAINING 202
11.8.1.7 FACILITIES AND ADMINISTRATION 202
11.8.1.8 SALES AND MARKETING 202
11.8.1.9 PRODUCT ENGINEERING 202
11.9 LOGISTICS 203
11.9.1 LOGISTICS, BY APPLICATION 204
11.9.1.1 IT SERVICES 204
11.9.1.2 CUSTOMER CARE 204
11.9.1.3 FINANCE AND ACCOUNTING 204
11.9.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 205
11.9.1.5 TALENT AND HR 205
11.9.1.6 TRAINING 205
11.9.1.7 FACILITIES AND ADMINISTRATION 205
11.9.1.8 SALES AND MARKETING 205
11.9.1.9 PRODUCT ENGINEERING 205
11.10 RETAIL 206
11.10.1 RETAIL, BY APPLICATION 207
11.10.1.1 CUSTOMER CARE 207
11.10.1.2 IT SERVICES 207
11.10.1.3 FINANCE AND ACCOUNTING 208
11.10.1.4 SALES AND MARKETING 208
11.10.1.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 208
11.10.1.6 TALENT AND HR 208
11.10.1.7 FACILITIES AND ADMINISTRATION 208
11.10.1.8 TRAINING 208
11.10.1.9 PRODUCT ENGINEERING 208
11.11 HEALTHCARE 209
11.11.1 HEALTHCARE, BY APPLICATION 210
11.11.1.1 CUSTOMER CARE 210
11.11.1.2 IT SERVICES 210
11.11.1.3 FINANCE AND ACCOUNTING 211
11.11.1.4 TRAINING 211
11.11.1.5 TALENT AND HR 211
11.11.1.6 FACILITIES AND ADMINISTRATION 211
11.11.1.7 SALES AND MARKETING 211
11.11.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 211
11.11.1.9 PRODUCT ENGINEERING 211
11.12 E-COMMERCE 212
11.12.1 E-COMMERCE, BY APPLICATION 213
11.12.1.1 CUSTOMER CARE 213
11.12.1.2 IT SERVICES 213
11.12.1.3 SALES AND MARKETING 213
11.12.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 214
11.12.1.5 FINANCE AND ACCOUNTING 214
11.12.1.6 TALENT AND HR 214
11.12.1.7 FACILITIES AND ADMINISTRATION 214
11.12.1.8 TRAINING 214
11.12.1.9 PRODUCT ENGINEERING 214
11.13 TRAVEL 215
11.13.1 TRAVEL, BY APPLICATION 216
11.13.1.1 CUSTOMER CARE 216
11.13.1.2 FINANCE AND ACCOUNTING 216
11.13.1.3 TALENT AND HR SERVICES 216
11.13.1.4 SALES AND MARKETING 217
11.13.1.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 217
11.13.1.6 FACILITIES AND ADMINISTRATION 217
11.13.1.7 PRODUCT ENGINEERING 217
11.13.1.8 TRAINING 217
11.13.1.9 IT SERVICES 217
11.14 HOSPITALITY 218
11.14.1 HOSPITALITY, BY APPLICATION 219
11.14.1.1 CUSTOMER CARE 219
11.14.1.2 SALES AND MARKETING 219
11.14.1.3 IT SERVICES 219
11.14.1.4 FINANCE AND ACCOUNTING 220
11.14.1.5 TALENT AND HR 220
11.14.1.6 TRAINING 220
11.14.1.7 FACILITIES AND ADMINISTRATION 220
11.14.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 220
11.14.1.9 PRODUCT ENGINEERING 220
11.15 ENERGY 221
11.15.1 ENERGY, BY APPLICATION 222
11.15.1.1 IT SERVICES 222
11.15.1.2 FINANCE AND ACCOUNTING 222
11.15.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 222
11.15.1.4 CUSTOMER CARE 223
11.15.1.5 FACILITIES AND ADMINISTRATION 223
11.15.1.6 TALENT AND HR 223
11.15.1.7 TRAINING 223
11.15.1.8 PRODUCT ENGINEERING 223
11.15.1.9 SALES AND MARKETING 223
11.16 EDUCATION 224
11.16.1 EDUCATION, BY APPLICATION 225
11.16.1.1 TRAINING 225
11.16.1.2 IT SERVICES 225
11.16.1.3 CUSTOMER CARE 226
11.16.1.4 FINANCE AND ACCOUNTING 226
11.16.1.5 TALENT AND HR 226
11.16.1.6 SALES AND MARKETING 226
11.16.1.7 FACILITIES AND ADMINISTRATION 226
11.16.1.8 PRODUCT ENGINEERING 226
11.16.1.9 SOURCING, PROCUREMENT & SUPPLY CHAIN 226
11.17 UTILITIES 227
11.17.1 UTILITIES, BY APPLICATION 228
11.17.1.1 IT SERVICES 228
11.17.1.2 CUSTOMER CARE 228
11.17.1.3 FINANCE AND ACCOUNTING 228
11.17.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 229
11.17.1.5 FACILITIES AND ADMINISTRATION 229
11.17.1.6 TALENT AND HR 229
11.17.1.7 TRAINING 229
11.17.1.8 PRODUCT ENGINEERING 229
11.17.1.9 SALES AND MARKETING 229
11.18 OTHERS 230
12 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY REGION 231
12.1 EUROPE 233
12.1.1 U.K. 264
12.1.2 GERMANY 287
12.1.3 FRANCE 308
12.1.4 ITALY 327
12.1.5 NETHERLANDS 346
12.1.6 SPAIN 365
12.1.7 SWITZERLAND 385
12.1.8 RUSSIA 404
12.1.9 POLAND 424
12.1.10 BELGIUM 443
12.1.11 TURKEY 462
12.1.12 SWEDEN 481
12.1.13 DENMARK 500
12.1.14 FINLAND 519
12.1.15 NORWAY 538
12.1.16 REST OF EUROPE 557
13 EUROPE BUSINESS PROCESS OUTSOURCING (BPO) MARKET, COMPANY LANDSCAPE 558
13.1 COMPANY SHARE ANALYSIS: GLOBAL 558
14 SWOT ANALYSIS 559
15 COMPANY PROFILE 560
15.1 ACCENTURE 560
15.1.1 COMPANY SNAPSHOT 560
15.1.2 REVENUE ANALYSIS 561
15.1.3 COMPANY SHARE ANALYSIS 561
15.1.4 SERVICE PORTFOLIO 562
15.1.5 RECENT DEVELOPMENT 563
15.2 INFOSYS LIMITED 564
15.2.1 COMPANY SNAPSHOT 564
15.2.2 REVENUE ANALYSIS 564
15.2.3 COMPANY SHARE ANALYSIS 565
15.2.4 SERVICE PORTFOLIO 565
15.2.5 RECENT DEVELOPMENT 566
15.3 IBM CORPORATION 567
15.3.1 COMPANY SNAPSHOT 567
15.3.2 REVENUE ANALYSIS 567
15.3.3 COMPANY SHARE ANALYSIS 568
15.3.4 SERVICE PORTFOLIO 568
15.3.5 RECENT DEVELOPMENT 570
15.4 CAPGEMINI 571
15.4.1 COMPANY SNAPSHOT 571
15.4.2 REVENUE ANALYSIS 571
15.4.3 COMPANY SHARE ANALYSIS 572
15.4.4 SERVICE PORTFOLIO 572
15.4.5 RECENT DEVELOPMENT 576
15.5 TATA CONSULTANCY SERVICES LIMITED 578
15.5.1 COMPANY SNAPSHOT 578
15.5.2 REVENUE ANALYSIS 578
15.5.3 COMPANY SHARE ANALYSIS 579
15.5.4 SERVICE PORTFOLIO 579
15.5.5 RECENT DEVELOPMENT 579
15.6 ADP, INC. 580
15.6.1 COMPANY SNAPSHOT 580
15.6.2 REVENUE ANALYSIS 580
15.6.3 SERVICE PORTFOLIO 581
15.6.4 RECENT DEVELOPMENT 583
15.7 AMDOCS 584
15.7.1 COMPANY SNAPSHOT 584
15.7.2 REVENUE ANALYSIS 585
15.7.3 SERVICE PORTFOLIO 585
15.7.4 RECENT DEVELOPMENT 586
15.8 ALTECISYS 588
15.8.1 COMPANY SNAPSHOT 588
15.8.2 SERVICE PORTFOLIO 588
15.8.3 RECENT DEVELOPMENT 589
15.9 COGNIZANT 590
15.9.1 COMPANY SNAPSHOT 590
15.9.2 REVENUE ANALYSIS 591
15.9.3 SERVICE PORTFOLIO 591
15.9.4 RECENT DEVELOPMENT 592
15.10 CONCENTRIX CORPORATION 594
15.10.1 COMPANY SNAPSHOT 594
15.10.2 REVENUE ANALYSIS 594
15.10.3 SERVICE PORTFOLIO 595
15.10.4 RECENT DEVELOPMENT 596
15.11 GENPACT 597
15.11.1 COMPANY SNAPSHOT 597
15.11.2 REVENUE ANALYSIS 598
15.11.3 SERVICE PORTFOLIO 598
15.11.4 RECENT DEVELOPMENT 600
15.12 HCL TECHNOLOGIES LIMITED 602
15.12.1 COMPANY SNAPSHOT 602
15.12.2 REVENUE ANALYSIS 602
15.12.3 SERVICE PORTFOLIO 603
15.12.4 RECENT DEVELOPMENT 605
15.13 INTETICS INC. 606
15.13.1 COMPANY SNAPSHOT 606
15.13.2 SERVICE PORTFOLIO 606
15.13.3 RECENT DEVELOPMENT 606
15.14 IBT 607
15.14.1 COMPANY SNAPSHOT 607
15.14.2 SERVICE PORTFOLIO 607
15.14.3 RECENT DEVELOPMENT 608
15.15 NTT DATA GROUP CORPORATION 609
15.15.1 COMPANY SNAPSHOT 609
15.15.2 REVENUE ANALYSIS 609
15.15.3 SERVICE PORTFOLIO 610
15.15.4 RECENT DEVELOPMENT 610
15.16 NCR VOYIX CORPORATION 611
15.16.1 COMPANY SNAPSHOT 611
15.16.2 REVENUE ANALYSIS 611
15.16.3 SERVICE PORTFOLIO 612
15.16.4 RECENT DEVELOPMENT 613
15.17 PLAXONIC. 614
15.17.1 COMPANY SNAPSHOT 614
15.17.2 SERVICE PORTFOLIO 614
15.17.3 RECENT DEVELOPMENT 615
15.18 ROBERT HALF INC (SUBSIDARY OF PROVITI) 616
15.18.1 COMPANY SNAPSHOT 616
15.18.2 REVENUE ANALYSIS 616
15.18.3 SERVICE PORTFOLIO 617
15.18.4 RECENT DEVELOPMENT 617
15.19 SODEXO 618
15.19.1 COMPANY SNAPSHOT 618
15.19.2 REVENUE ANALYSIS 618
15.19.3 SERVICE PORTFOLIO 619
15.19.4 RECENT DEVELOPMENT 619
15.20 TTEC 620
15.20.1 COMPANY SNAPSHOT 620
15.20.2 REVENUE ANALYSIS 620
15.20.3 SERVICE PORTFOLIO 621
15.20.4 RECENT DEVELOPMENT 623
15.21 WIPRO 624
15.21.1 COMPANY SNAPSHOT 624
15.21.2 REVENUE ANALYSIS 624
15.21.3 SERVICE PORTFOLIO 625
15.21.4 RECENT DEVELOPMENT 626
16 QUESTIONNAIRE 627
17 RELATED REPORTS 630
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