Report

TABLE OF CONTENTS
1 INTRODUCTION 110
1.1 OBJECTIVES OF THE STUDY 110
1.2 MARKET DEFINITION 110
1.3 OVERVIEW OF GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET 110
1.4 LIMITATIONS 112
1.5 MARKETS COVERED 113
2 MARKET SEGMENTATION 122
2.1 MARKETS COVERED 122
2.2 GEOGRAPHICAL SCOPE 123
2.3 YEARS CONSIDERED FOR THE STUDY 124
2.4 CURRENCY AND PRICING 124
2.5 DBMR TRIPOD DATA VALIDATION MODEL 125
2.6 MULTIVARIATE MODELLING 128
2.7 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 129
2.8 DBMR MARKET POSITION GRID 130
2.9 GLOBAL APPLICATION GRID 131
2.10 DBMR VENDOR SHARE ANALYSIS 132
2.11 SECONDARY SOURCES 133
2.12 ASSUMPTIONS 133
3 EXECUTIVE SUMMARY 134
4 PREMIUM INSIGHTS 141
4.1 EVOLUTION OF BUSINESS PROCESS OUTSOURCING 143
4.2 PORTER'S FIVE FORCES 145
4.3 PESTEL ANALYSIS 146
4.4 CONTRACT DATA OR BPO DEALS BY THE U.A.E. GOVERNMENT AND MARKET PARTICIPANTS 148
4.5 NUMBER OF FTES/ CONTACT CENTER AGENTS IN THE U.A.E. 149
4.6 TRANSACTION/ VOLUME DATA FOR BOTH INBOUND AND OUTBOUND CALLS IN THE U.A.E. 150
4.7 LIST OF THE UAE COMPANIES WITH CAPTIVE CONTACT CENTER OPERATIONS IN THE U.A.E. 151
4.8 COMPANY LANDSCAPE IN THE U.A.E. ON APPLICATION BASIS 152
4.8.1 COMPANY SHARE ANALYSIS: TALENT AND HR SERVICES 152
4.8.2 COMPANY SHARE ANALYSIS: SALES AND MARKETING 153
4.8.3 COMPANY SHARE ANALYSIS: FINANCE AND ACCOUNTING 154
4.8.4 COMPANY SHARE ANALYSIS: SOURCING, PROCUREMENT, AND SUPPLY CHAIN 155
4.8.5 COMPANY SHARE ANALYSIS: TRAINING 156
4.8.6 COMPANY SHARE ANALYSIS: FACILITIES AND ADMINISTRATION 157
4.8.7 COMPANY SHARE ANALYSIS: CUSTOMER CARE 158
4.8.8 COMPANY SHARE ANALYSIS: PRODUCT ENGINEERING 159
4.9 TECHNOLOGICAL ROADMAP 160
4.9.1 OVERVIEW 160
4.9.2 SHIFT FROM RPA TO INTELLIGENT PROCESS AUTOMATION (IPA) 160
4.9.3 GENERATIVE AI AND CONVERSATIONAL AUTOMATION 160
4.9.4 PREDICTIVE AND PRESCRIPTIVE ANALYTICS 160
4.9.5 CLOUD-NATIVE INFRASTRUCTURE AND OMNICHANNEL DELIVERY 160
4.9.6 CYBERSECURITY AND COMPLIANCE BY DESIGN 161
4.9.7 STRATEGIC RECOMMENDATIONS FOR CLIENTS AND INVESTORS 161
4.9.8 FUTURE OUTLOOK 161
4.10 CLIENT-SIDE BUSINESS PROCESS OUTSOURCING (BPO) MARKET OVERVIEW 162
4.10.1 MARKET OUTLOOK AND GROWTH TRAJECTORY 162
4.10.2 KEY DEMAND DRIVERS FROM THE CLIENT PERSPECTIVE 162
4.10.3 REGIONAL DEMAND HIGHLIGHTS 162
4.10.4 STRATEGIC INITIATIVES BY LEADING BPO PROVIDERS 162
4.10.5 CHALLENGES IMPACTING CLIENT-SIDE DECISIONS 163
4.10.6 STRATEGIC OUTLOOK FOR ENTERPRISES 163
4.11 COUNTRY-TO-COUNTRY OUTSOURCING FLOWS 164
4.11.1 OVERVIEW 164
4.11.2 DELIVERY MODELS & REGIONAL STRUCTURE 166
4.11.3 KEY INFLUENCING FACTORS ON OUTSOURCING FLOW 167
4.11.4 CONCLUSION 168
4.12 COMPANY COMPARATIVE ANALYSIS 169
4.12.1 TELEPERFORMANCE 169
4.12.2 CONCENTRIX 170
4.12.3 ACCENTURE (BPO DIVISION) 171
4.12.4 GENPACT 172
4.12.5 TTEC 173
4.12.6 COMPARATIVE INSIGHTS 174
4.12.7 CONCLUSION 174
4.13 GLOBAL OUTSOURCING AND DELIVERY STRUCTURE 175
4.14 OUTSOURCING FLOW - DRIVERS & RESTRAINING FACTORS 177
4.14.1 OVERVIEW 177
4.14.2 COST OPTIMIZATION AND TALENT AVAILABILITY 179
4.14.3 TECHNOLOGICAL ADVANCEMENTS AND REGULATORY COMPLIANCE 179
4.14.4 GEOPOLITICAL STABILITY AND REMOTE WORK ENABLEMENT 179
4.14.5 WAGE INFLATION AND GOVERNMENT POLICIES 179
4.14.6 CONCLUSION 179
5 REGULATORY COVERAGE 180
6 MARKET OVERVIEW 181
6.1 DRIVERS 183
6.1.1 INCREASING NEED FOR BUSINESS AGILITY 183
6.1.2 RISING CUSTOMER FOCUS TOWARDS ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST EFFICIENCY 183
6.1.3 GROWING PREFERENCE OF CLOUD TECHNOLOGY AND ITS SIGNIFICANCE IN PROCESS AUTOMATION 184
6.1.4 TECHNOLOGICAL ADVANCEMENTS (AI, RPA, ANALYTICS) 185
6.2 RESTRAINTS 186
6.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 186
6.2.2 STRINGENT GOVERNMENT REGULATIONS 187
6.3 OPPORTUNITIES 187
6.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 187
6.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 188
6.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND THE IT SECTOR SPENDING 189
6.4 CHALLENGES 190
6.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 190
6.4.2 FREQUENT DISRUPTION AFFECTS OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 190
7 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 192
7.1 OVERVIEW 193
7.2 OFFSHORE 194
7.3 ONSHORE 195
7.4 NEARSHORE 195
8 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 196
8.1 OVERVIEW 197
8.2 CUSTOMER CARE 199
8.3 FINANCE AND ACCOUNTING 199
8.3.1 FINANCE AND ACCOUNTING, BY APPLICATION 200
8.3.2 ORDER TO CASH 200
8.3.3 PROCURE TO PAY 200
8.3.4 RECORD TO REPORT 200
8.3.5 FINANCIAL PLANNING & ANALYSIS 200
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8.4 IT SERVICES 201
8.5 TALENT AND HR SERVICES 201
8.5.1 TALENT AND HR SERVICES, BY TYPE 202
8.5.2 EMPLOYEE AND HR OPERATIONS 202
8.5.2.1 Employee and HR Operations, By Application 202
8.5.3 PAYROLL AND PENSION 203
8.5.4 EMPLOYEE SERVICES 203
8.5.5 GOVERNMENT RELATION SERVICES 203
8.5.6 WORKFORCE DATA ADMINISTRATION 203
8.5.7 MASTER DATA MANAGEMENT 203
8.5.8 TALENT ACQUISITION AND DEVELOPMENT 203
8.5.8.1 Talent Acquisition and Development, by Application 203
8.5.9 TALENT DEVELOPMENT 204
8.5.9.1 Talent Development, By Application 204
8.5.10 ORGANIZATION AND CHANGE MANAGEMENT 204
8.5.11 COMPETENCY AND DEVELOPMENT MANAGEMENT 204
8.5.12 LEARNING CONTENT DEVELOPMENT & LEARNING DELIVERY 204
8.5.13 CURRICULUM AND CAMPAIGN DESIGN 205
8.5.14 COLLABORATION AND KNOWLEDGE MANAGEMENT 205
8.5.15 COMPENSATION PLANNING 205
8.5.16 OTHERS 205
8.5.17 TALENT ACQUISITION 206
8.5.17.1 Talent Acquisition, by Application 206
8.5.18 WORKFORCE PLANNING 206
8.5.19 CANDIDATE SOURCING SCREENING AND SELECTION 206
8.5.20 NEW JOINER OFFER AND ONBOARDING 206
8.5.21 HIRING CLEARANCES 207
8.5.22 RELOCATION ASSISTANCE, INTER COMPANY AND GLOBAL MOBILITY 207
8.5.23 OTHERS 207
8.6 SALES AND MARKETING 207
8.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 208
8.7.1 SOURCING, PROCUREMENT & SUPPLY CHAIN, BY APPLICATION 208
8.7.2 PROCUREMENT ADMIN SUPPORT 209
8.7.3 SOURCE TO CONTRACT 209
8.7.4 PROCUREMENT CONSULTING 209
8.8 PRODUCT ENGINEERING 209
8.9 FACILITIES AND ADMINISTRATION 210
8.10 TRAINING 211
9 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 212
9.1 OVERVIEW 213
9.2 LARGE ENTERPRISES 214
9.3 SMES 215
10 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 216
10.1 OVERVIEW 217
10.2 CONTRACT BASED 218
10.3 BUNDLED SERVICES 219
10.4 BEST-SHORE 219
10.5 FEE FOR SERVICE 220
11 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 221
11.1 OVERVIEW 222
11.2 IT 225
11.2.1 IT, BY APPLICATION 226
11.2.1.1 IT SERVICES 226
11.2.1.2 CUSTOMER CARE 226
11.2.1.3 PRODUCT ENGINEERING 226
11.2.1.4 SALES AND MARKETING 227
11.2.1.5 FINANCE AND ACCOUNTING 227
11.2.1.6 TALENT AND HR SERVICES 227
11.2.1.7 TRAINING 227
11.2.1.8 PROCUREMENT & SUPPLY CHAIN 227
11.2.1.9 FACILITIES AND ADMINISTRATION 227
11.3 TELECOMMUNICATION 228
11.3.1 TELECOMMUNICATION, BY APPLICATION 229
11.3.1.1 CUSTOMER CARE 229
11.3.1.2 IT SERVICES 229
11.3.1.3 FINANCE AND ACCOUNTING 229
11.3.1.4 SALES AND MARKETING 230
11.3.1.5 TALENT AND HR 230
11.3.1.6 TRAINING 230
11.3.1.7 FACILITIES AND ADMINISTRATION 230
11.3.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 230
11.3.1.9 PRODUCT ENGINEERING 230
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11.4 MANUFACTURING 231
11.4.1 MANUFACTURING, BY TYPE 232
11.4.1.1 AUTOMOTIVE 233
11.4.1.1.1 AUTOMOTIVE, BY APPLICATION 233
11.4.1.1.1.1 SOURCING, PROCUREMENT & SUPPLY CHAIN 233
11.4.1.1.1.2 PRODUCT ENGINEERING 234
11.4.1.1.1.3 IT SERVICES 234
11.4.1.1.1.4 FINANCE AND ACCOUNTING 234
11.4.1.1.1.5 CUSTOMER CARE 234
11.4.1.1.1.6 TALENT AND HR 234
11.4.1.1.1.7 TRAINING 234
11.4.1.1.1.8 SALES AND MARKETING 234
11.4.1.1.1.9 FACILITIES AND ADMINISTRATION 234
11.4.1.2 ELECTRONIC MACHINERIES 235
11.4.1.2.1 ELECTRONIC MACHINERIES, BY APPLICATION 235
11.4.1.2.1.1 PRODUCT ENGINEERING 235
11.4.1.2.1.2 IT SERVICES 236
11.4.1.2.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 236
11.4.1.2.1.4 FINANCE AND ACCOUNTING 236
11.4.1.2.1.5 CUSTOMER CARE 236
11.4.1.2.1.6 TALENT AND HR 236
11.4.1.2.1.7 TRAINING 236
11.4.1.2.1.8 FACILITIES AND ADMINISTRATION 236
11.4.1.2.1.9 SALES AND MARKETING 236
11.4.1.3 CHEMICAL & MATERIALS 237
11.4.1.3.1 CHEMICAL & MATERIALS, BY APPLICATION 237
11.4.1.3.1.1 SOURCING, PROCUREMENT & SUPPLY CHAIN 237
11.4.1.3.1.2 FINANCE AND ACCOUNTING 238
11.4.1.3.1.3 CUSTOMER CARE 238
11.4.1.3.1.4 TALENT AND HR SERVICES 238
11.4.1.3.1.5 PRODUCT ENGINEERING 238
11.4.1.3.1.6 SALES AND MARKETING 238
11.4.1.3.1.7 TRAINING 238
11.4.1.3.1.8 FACILITIES AND ADMINISTRATION 238
11.4.1.3.1.9 IT SERVICES 238
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11.4.1.4 ICT EQUIPMENTS 239
11.4.1.4.1 ICT EQUIPMENTS, BY APPLICATION 239
11.4.1.4.1.1 PRODUCT ENGINEERING 239
11.4.1.4.1.2 IT SERVICES 240
11.4.1.4.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 240
11.4.1.4.1.4 CUSTOMER CARE 240
11.4.1.4.1.5 FINANCE AND ACCOUNTING 240
11.4.1.4.1.6 TALENT AND HR SERVICES 240
11.4.1.4.1.7 TRAINING 240
11.4.1.4.1.8 SALES & MARKETING SUPPORT 240
11.4.1.4.1.9 FACILITIES AND ADMINISTRATION 240
11.4.1.5 FOOD & BEVERAGE 241
11.4.1.5.1 FOOD & BEVERAGE, BY APPLICATION 241
11.4.1.5.1.1 CUSTOMER CARE 241
11.4.1.5.1.2 SOURCING, PROCUREMENT & SUPPLY CHAIN 242
11.4.1.5.1.3 FINANCE AND ACCOUNTING 242
11.4.1.5.1.4 SALES & MARKETING SUPPORT 242
11.4.1.5.1.5 TALENT AND HR SERVICES 242
11.4.1.5.1.6 IT SERVICES 242
11.4.1.5.1.7 FACILITIES AND ADMINISTRATION 242
11.4.1.5.1.8 TRAINING 242
11.4.1.5.1.9 PRODUCT ENGINEERING 242
11.4.1.6 ARCHITECTURE & HOUSING 243
11.4.1.6.1 ARCHITECTURE & HOUSING, BY APPLICATION 243
11.4.1.6.1.1 FINANCE AND ACCOUNTING 243
11.4.1.6.1.2 PRODUCT ENGINEERING 244
11.4.1.6.1.3 IT SERVICES 244
11.4.1.6.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 244
11.4.1.6.1.5 TALENT AND HR SERVICES 244
11.4.1.6.1.6 CUSTOMER CARE 244
11.4.1.6.1.7 FACILITIES AND ADMINISTRATION 244
11.4.1.6.1.8 SALES & MARKETING SUPPORT 244
11.4.1.6.1.9 TRAINING (SAFETY, COMPLIANCE, DESIGN) 244
11.4.1.6.1.10 OTHERS 245
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11.5 BFSI 246
11.5.1 BFSI, BY TYPE 246
11.5.1.1 BANKING 247
11.5.1.1.1 BANKING, BY APPLICATION 247
11.5.1.1.1.1 CUSTOMER CARE 247
11.5.1.1.1.2 FINANCE AND ACCOUNTING 248
11.5.1.1.1.3 TALENT AND HR SERVICES 248
11.5.1.1.1.4 IT SERVICES 248
11.5.1.1.1.5 SALES & MARKETING SUPPORT 248
11.5.1.1.1.6 SOURCING, PROCUREMENT & SUPPLY CHAIN 248
11.5.1.1.1.7 TRAINING 248
11.5.1.1.1.8 FACILITIES AND ADMINISTRATION 248
11.5.1.1.2 �PRODUCT ENGINEERING 248
11.5.1.2 FINANCIAL SERVICES 249
11.5.1.2.1 FINANCIAL SERVICES, BY APPLICATION 249
11.5.1.2.1.1 FINANCE AND ACCOUNTING 249
11.5.1.2.1.2 CUSTOMER CARE 250
11.5.1.2.1.3 IT SERVICES 250
11.5.1.2.1.4 TALENT AND HR SERVICES 250
11.5.1.2.1.5 SALES AND MARKETING 250
11.5.1.2.1.6 PRODUCT ENGINEERING 250
11.5.1.2.1.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 250
11.5.1.2.1.8 TRAINING 250
11.5.1.2.1.9 FACILITIES AND ADMINISTRATION 250
11.5.1.3 INSURANCE 251
11.5.1.3.1 INSURANCE, BY APPLICATION 251
11.5.1.3.1.1 CUSTOMER CARE 251
11.5.1.3.1.2 FINANCE AND ACCOUNTING 252
11.5.1.3.1.3 SALES AND MARKETING 252
11.5.1.3.1.4 TALENT AND HR SERVICES 252
11.5.1.3.1.5 IT SERVICES 252
11.5.1.3.1.6 SOURCING, PROCUREMENT & SUPPLY CHAIN 252
11.5.1.3.1.7 TRAINING 252
11.5.1.3.1.8 PRODUCT ENGINEERING 252
11.5.1.3.1.9 FACILITIES AND ADMINISTRATION 252
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11.6 GOVERNMENT 253
11.6.1 GOVERNMENT, BY APPLICATION 254
11.6.1.1 IT SERVICES 254
11.6.1.2 CUSTOMER CARE 254
11.6.1.3 FINANCE AND ACCOUNTING 254
11.6.1.4 TALENT AND HR 255
11.6.1.5 FACILITIES AND ADMINISTRATION 255
11.6.1.6 TRAINING 255
11.6.1.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 255
11.6.1.8 SALES AND MARKETING 255
11.6.1.9 PRODUCT ENGINEERING 255
11.7 DEFENSE 256
11.7.1 DEFENSE, BY APPLICATION 257
11.7.1.1 IT SERVICES 257
11.7.1.2 TRAINING 257
11.7.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 257
11.7.1.4 FINANCE AND ACCOUNTING 258
11.7.1.5 FACILITIES AND ADMINISTRATION 258
11.7.1.6 TALENT AND HR 258
11.7.1.7 CUSTOMER CARE 258
11.7.1.8 PRODUCT ENGINEERING 258
11.7.1.9 SALES AND MARKETING 258
11.8 TRANSPORTATION 259
11.8.1 TRANSPORTATION, BY APPLICATION 260
11.8.1.1 CUSTOMER CARE 260
11.8.1.2 IT SERVICES 260
11.8.1.3 FINANCE AND ACCOUNTING 260
11.8.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 261
11.8.1.5 TALENT AND HR 261
11.8.1.6 TRAINING 261
11.8.1.7 FACILITIES AND ADMINISTRATION 261
11.8.1.8 SALES AND MARKETING 261
11.8.1.9 PRODUCT ENGINEERING 261
11.9 LOGISTICS 262
11.9.1 LOGISTICS, BY APPLICATION 263
11.9.1.1 IT SERVICES 263
11.9.1.2 CUSTOMER CARE 263
11.9.1.3 FINANCE AND ACCOUNTING 263
11.9.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 264
11.9.1.5 TALENT AND HR 264
11.9.1.6 TRAINING 264
11.9.1.7 FACILITIES AND ADMINISTRATION 264
11.9.1.8 SALES AND MARKETING 264
11.9.1.9 PRODUCT ENGINEERING 264
11.10 RETAIL 265
11.10.1 RETAIL, BY APPLICATION 266
11.10.1.1 CUSTOMER CARE 266
11.10.1.2 IT SERVICES 266
11.10.1.3 FINANCE AND ACCOUNTING 267
11.10.1.4 SALES AND MARKETING 267
11.10.1.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 267
11.10.1.6 TALENT AND HR 267
11.10.1.7 FACILITIES AND ADMINISTRATION 267
11.10.1.8 TRAINING 267
11.10.1.9 PRODUCT ENGINEERING 267
11.11 HEALTHCARE 268
11.11.1 HEALTHCARE, BY APPLICATION 269
11.11.1.1 CUSTOMER CARE 269
11.11.1.2 IT SERVICES 269
11.11.1.3 FINANCE AND ACCOUNTING 270
11.11.1.4 TRAINING 270
11.11.1.5 TALENT AND HR 270
11.11.1.6 FACILITIES AND ADMINISTRATION 270
11.11.1.7 SALES AND MARKETING 270
11.11.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 270
11.11.1.9 PRODUCT ENGINEERING 270
11.12 E-COMMERCE 271
11.12.1 E-COMMERCE, BY APPLICATION 272
11.12.1.1 CUSTOMER CARE 272
11.12.1.2 IT SERVICES 272
11.12.1.3 SALES AND MARKETING 272
11.12.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 273
11.12.1.5 FINANCE AND ACCOUNTING 273
11.12.1.6 TALENT AND HR 273
11.12.1.7 FACILITIES AND ADMINISTRATION 273
11.12.1.8 TRAINING 273
11.12.1.9 PRODUCT ENGINEERING 273
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11.13 TRAVEL 274
11.13.1 TRAVEL, BY APPLICATION 275
11.13.1.1 CUSTOMER CARE 275
11.13.1.2 FINANCE AND ACCOUNTING 275
11.13.1.3 TALENT AND HR SERVICES 275
11.13.1.4 SALES AND MARKETING 276
11.13.1.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 276
11.13.1.6 FACILITIES AND ADMINISTRATION 276
11.13.1.7 PRODUCT ENGINEERING 276
11.13.1.8 TRAINING 276
11.13.1.9 IT SERVICES 276
11.14 HOSPITALITY 277
11.14.1 HOSPITALITY, BY APPLICATION 278
11.14.1.1 CUSTOMER CARE 278
11.14.1.2 SALES AND MARKETING 278
11.14.1.3 IT SERVICES 278
11.14.1.4 FINANCE AND ACCOUNTING 279
11.14.1.5 TALENT AND HR 279
11.14.1.6 TRAINING 279
11.14.1.7 FACILITIES AND ADMINISTRATION 279
11.14.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 279
11.14.1.9 PRODUCT ENGINEERING 279
11.15 ENERGY 280
11.15.1 ENERGY, BY APPLICATION 281
11.15.1.1 IT SERVICES 281
11.15.1.2 FINANCE AND ACCOUNTING 281
11.15.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 281
11.15.1.4 CUSTOMER CARE 282
11.15.1.5 FACILITIES AND ADMINISTRATION 282
11.15.1.6 TALENT AND HR 282
11.15.1.7 TRAINING 282
11.15.1.8 PRODUCT ENGINEERING 282
11.15.1.9 SALES AND MARKETING 282
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11.16 EDUCATION 283
11.16.1 EDUCATION, BY APPLICATION 284
11.16.1.1 TRAINING 284
11.16.1.2 IT SERVICES 284
11.16.1.3 CUSTOMER CARE 285
11.16.1.4 FINANCE AND ACCOUNTING 285
11.16.1.5 TALENT AND HR 285
11.16.1.6 SALES AND MARKETING 285
11.16.1.7 FACILITIES AND ADMINISTRATION 285
11.16.1.8 PRODUCT ENGINEERING 285
11.16.1.9 SOURCING, PROCUREMENT & SUPPLY CHAIN 285
11.17 UTILITIES 286
11.17.1 UTILITIES, BY APPLICATION 287
11.17.1.1 IT SERVICES 287
11.17.1.2 CUSTOMER CARE 287
11.17.1.3 FINANCE AND ACCOUNTING 287
11.17.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 288
11.17.1.5 FACILITIES AND ADMINISTRATION 288
11.17.1.6 TALENT AND HR 288
11.17.1.7 TRAINING 288
11.17.1.8 PRODUCT ENGINEERING 288
11.17.1.9 SALES AND MARKETING 288
11.18 OTHERS 289
12 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY REGION 290
12.1 OVERVIEW 291
12.2 NORTH AMERICA 294
12.2.1 U.S. 325
12.2.2 CANADA 357
12.2.3 MEXICO 380
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12.3 EUROPE 399
12.3.1 U.K. 430
12.3.2 GERMANY 453
12.3.3 FRANCE 474
12.3.4 ITALY 493
12.3.5 NETHERLANDS 512
12.3.6 SPAIN 531
12.3.7 SWITZERLAND 551
12.3.8 RUSSIA 570
12.3.9 POLAND 590
12.3.10 BELGIUM 609
12.3.11 TURKEY 628
12.3.12 SWEDEN 647
12.3.13 DENMARK 666
12.3.14 FINLAND 685
12.3.15 NORWAY 704
12.3.16 REST OF EUROPE 723
12.4 ASIA-PACIFIC 724
12.4.1 JAPAN 751
12.4.2 CHINA 770
12.4.3 INDIA 789
12.4.4 PHILIPPINES 808
12.4.5 SOUTH KOREA 827
12.4.6 AUSTRALIA 846
12.4.7 SINGAPORE 865
12.4.8 THAILAND 884
12.4.9 INDONESIA 903
12.4.10 MALAYSIA 922
12.4.11 TAIWAN 941
12.4.12 VIETNAM 960
12.4.13 NEW ZEALAND 979
12.4.14 REST OF ASIA-PACIFIC 998
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12.5 MIDDLE EAST AND AFRICA 999
12.5.1 U.A.E. 1020
12.5.2 SAUDI ARABIA 1039
12.5.3 SOUTH AFRICA 1058
12.5.4 EGYPT 1077
12.5.5 ISRAEL 1096
12.5.6 QATAR 1113
12.5.7 KUWAIT 1132
12.5.8 OMAN 1150
12.5.9 BAHRAIN 1168
12.5.10 REST OF MIDDLE EAST AND AFRICA 1186
12.6 SOUTH AMERICA 1187
12.6.1 BRAZIL 1209
12.6.2 ARGENTINA 1228
12.6.3 REST OF SOUTH 1247
13 GLOBAL BUSINESS PROCESS OUTSOURCING (BPO) MARKET, COMPANY LANDSCAPE 1248
13.1 COMPANY SHARE ANALYSIS: GLOBAL 1248
13.2 COMPANY SHARE ANALYSIS: NORTH AMERICA 1249
13.3 COMPANY SHARE ANALYSIS: EUROPE 1250
13.4 COMPANY SHARE ANALYSIS: ASIA-PACIFIC 1251
14 SWOT ANALYSIS 1252
15 COMPANY PROFILE 1253
15.1 ACCENTURE 1253
15.1.1 COMPANY SNAPSHOT 1253
15.1.2 REVENUE ANALYSIS 1254
15.1.3 COMPANY SHARE ANALYSIS 1254
15.1.4 SERVICE PORTFOLIO 1255
15.1.5 RECENT DEVELOPMENT 1256
15.2 INFOSYS LIMITED 1257
15.2.1 COMPANY SNAPSHOT 1257
15.2.2 REVENUE ANALYSIS 1257
15.2.3 COMPANY SHARE ANALYSIS 1258
15.2.4 SERVICE PORTFOLIO 1258
15.2.5 RECENT DEVELOPMENT 1259
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15.3 IBM CORPORATION 1260
15.3.1 COMPANY SNAPSHOT 1260
15.3.2 REVENUE ANALYSIS 1260
15.3.3 COMPANY SHARE ANALYSIS 1261
15.3.4 SERVICE PORTFOLIO 1261
15.3.5 RECENT DEVELOPMENT 1263
15.4 CAPGEMINI 1264
15.4.1 COMPANY SNAPSHOT 1264
15.4.2 REVENUE ANALYSIS 1264
15.4.3 COMPANY SHARE ANALYSIS 1265
15.4.4 SERVICE PORTFOLIO 1265
15.4.5 RECENT DEVELOPMENT 1269
15.5 TATA CONSULTANCY SERVICES LIMITED 1271
15.5.1 COMPANY SNAPSHOT 1271
15.5.2 REVENUE ANALYSIS 1271
15.5.3 COMPANY SHARE ANALYSIS 1272
15.5.4 SERVICE PORTFOLIO 1272
15.5.5 RECENT DEVELOPMENT 1272
15.6 ADP, INC. 1273
15.6.1 COMPANY SNAPSHOT 1273
15.6.2 REVENUE ANALYSIS 1273
15.6.3 SERVICE PORTFOLIO 1274
15.6.4 RECENT DEVELOPMENT 1276
15.7 AMDOCS 1277
15.7.1 COMPANY SNAPSHOT 1277
15.7.2 REVENUE ANALYSIS 1278
15.7.3 SERVICE PORTFOLIO 1278
15.7.4 RECENT DEVELOPMENT 1279
15.8 ALTECISYS 1281
15.8.1 COMPANY SNAPSHOT 1281
15.8.2 SERVICE PORTFOLIO 1281
15.8.3 RECENT DEVELOPMENT 1282
15.9 COGNIZANT 1283
15.9.1 COMPANY SNAPSHOT 1283
15.9.2 REVENUE ANALYSIS 1284
15.9.3 SERVICE PORTFOLIO 1284
15.9.4 RECENT DEVELOPMENT 1285
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15.10 CONCENTRIX CORPORATION 1287
15.10.1 COMPANY SNAPSHOT 1287
15.10.2 REVENUE ANALYSIS 1287
15.10.3 SERVICE PORTFOLIO 1288
15.10.4 RECENT DEVELOPMENT 1289
15.11 GENPACT 1290
15.11.1 COMPANY SNAPSHOT 1290
15.11.2 REVENUE ANALYSIS 1291
15.11.3 SERVICE PORTFOLIO 1291
15.11.4 RECENT DEVELOPMENT 1293
15.12 HCL TECHNOLOGIES LIMITED 1295
15.12.1 COMPANY SNAPSHOT 1295
15.12.2 REVENUE ANALYSIS 1295
15.12.3 SERVICE PORTFOLIO 1296
15.12.4 RECENT DEVELOPMENT 1298
15.13 INTETICS INC. 1299
15.13.1 COMPANY SNAPSHOT 1299
15.13.2 SERVICE PORTFOLIO 1299
15.13.3 RECENT DEVELOPMENT 1299
15.14 IBT 1300
15.14.1 COMPANY SNAPSHOT 1300
15.14.2 SERVICE PORTFOLIO 1300
15.14.3 RECENT DEVELOPMENT 1301
15.15 NTT DATA GROUP CORPORATION 1302
15.15.1 COMPANY SNAPSHOT 1302
15.15.2 REVENUE ANALYSIS 1302
15.15.3 SERVICE PORTFOLIO 1303
15.15.4 RECENT DEVELOPMENT 1303
15.16 NCR VOYIX CORPORATION 1304
15.16.1 COMPANY SNAPSHOT 1304
15.16.2 REVENUE ANALYSIS 1304
15.16.3 SERVICE PORTFOLIO 1305
15.16.4 RECENT DEVELOPMENT 1306
15.17 PLAXONIC. 1307
15.17.1 COMPANY SNAPSHOT 1307
15.17.2 SERVICE PORTFOLIO 1307
15.17.3 RECENT DEVELOPMENT 1308
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15.18 ROBERT HALF INC (SUBSIDARY OF PROVITI) 1309
15.18.1 COMPANY SNAPSHOT 1309
15.18.2 REVENUE ANALYSIS 1309
15.18.3 SERVICE PORTFOLIO 1310
15.18.4 RECENT DEVELOPMENT 1310
15.19 SODEXO 1311
15.19.1 COMPANY SNAPSHOT 1311
15.19.2 REVENUE ANALYSIS 1311
15.19.3 SERVICE PORTFOLIO 1312
15.19.4 RECENT DEVELOPMENT 1312
15.20 TTEC 1313
15.20.1 COMPANY SNAPSHOT 1313
15.20.2 REVENUE ANALYSIS 1313
15.20.3 SERVICE PORTFOLIO 1314
15.20.4 RECENT DEVELOPMENT 1316
15.21 WIPRO 1317
15.21.1 COMPANY SNAPSHOT 1317
15.21.2 REVENUE ANALYSIS 1317
15.21.3 SERVICE PORTFOLIO 1318
15.21.4 RECENT DEVELOPMENT 1319
16 QUESTIONNAIRE 1320
17 RELATED REPORTS 1323
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