Report

TABLE OF CONTENTS
1 INTRODUCTION 107
1.1 OBJECTIVES OF THE STUDY 107
1.2 MARKET DEFINITION 107
1.3 OVERVIEW OF NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET 107
1.4 LIMITATIONS 109
1.5 MARKETS COVERED 110
2 MARKET SEGMENTATION 119
2.1 MARKETS COVERED 119
2.2 GEOGRAPHICAL SCOPE 120
2.3 YEARS CONSIDERED FOR THE STUDY 121
2.4 CURRENCY AND PRICING 121
2.5 DBMR TRIPOD DATA VALIDATION MODEL 122
2.6 MULTIVARIATE MODELLING 125
2.7 PRIMARY INTERVIEWS WITH KEY OPINION LEADERS 126
2.8 DBMR MARKET POSITION GRID 127
2.9 NORTH AMERICA APPLICATION GRID 128
2.10 DBMR VENDOR SHARE ANALYSIS 129
2.11 SECONDARY SOURCES 130
2.12 ASSUMPTIONS 130
3 EXECUTIVE SUMMARY 131
4 PREMIUM INSIGHTS 137
4.1 EVOLUTION OF BUSINESS PROCESS OUTSOURCING 138
4.2 PORTER'S FIVE FORCES 140
4.3 PESTEL ANALYSIS 141
4.4 CONTRACT DATA OR BPO DEALS BY THE U.A.E. GOVERNMENT AND MARKET PARTICIPANTS 143
4.5 NUMBER OF FTES/ CONTACT CENTER AGENTS IN THE U.A.E. 144
4.6 TRANSACTION/ VOLUME DATA FOR BOTH INBOUND AND OUTBOUND CALLS IN THE U.A.E. 145
4.7 LIST OF THE UAE COMPANIES WITH CAPTIVE CONTACT CENTER OPERATIONS IN THE U.A.E. 146
4.8 COMPANY LANDSCAPE IN THE U.A.E. ON APPLICATION BASIS 147
4.8.1 COMPANY SHARE ANALYSIS: TALENT AND HR SERVICES 147
4.8.2 COMPANY SHARE ANALYSIS: SALES AND MARKETING 148
4.8.3 COMPANY SHARE ANALYSIS: FINANCE AND ACCOUNTING 149
4.8.4 COMPANY SHARE ANALYSIS: SOURCING, PROCUREMENT, AND SUPPLY CHAIN 150
4.8.5 COMPANY SHARE ANALYSIS: TRAINING 151
4.8.6 COMPANY SHARE ANALYSIS: FACILITIES AND ADMINISTRATION 152
4.8.7 COMPANY SHARE ANALYSIS: CUSTOMER CARE 153
4.8.8 COMPANY SHARE ANALYSIS: PRODUCT ENGINEERING 154
4.9 TECHNOLOGICAL ROADMAP 155
4.9.1 OVERVIEW 155
4.9.2 SHIFT FROM RPA TO INTELLIGENT PROCESS AUTOMATION (IPA) 155
4.9.3 GENERATIVE AI AND CONVERSATIONAL AUTOMATION 155
4.9.4 PREDICTIVE AND PRESCRIPTIVE ANALYTICS 155
4.9.5 CLOUD-NATIVE INFRASTRUCTURE AND OMNICHANNEL DELIVERY 155
4.9.6 CYBERSECURITY AND COMPLIANCE BY DESIGN 156
4.9.7 STRATEGIC RECOMMENDATIONS FOR CLIENTS AND INVESTORS 156
4.9.8 FUTURE OUTLOOK 156
4.10 CLIENT-SIDE BUSINESS PROCESS OUTSOURCING (BPO) MARKET OVERVIEW 157
4.10.1 MARKET OUTLOOK AND GROWTH TRAJECTORY 157
4.10.2 KEY DEMAND DRIVERS FROM THE CLIENT PERSPECTIVE 157
4.10.3 REGIONAL DEMAND HIGHLIGHTS 157
4.10.4 STRATEGIC INITIATIVES BY LEADING BPO PROVIDERS 157
4.10.5 CHALLENGES IMPACTING CLIENT-SIDE DECISIONS 158
4.10.6 STRATEGIC OUTLOOK FOR ENTERPRISES 158
4.11 COUNTRY-TO-COUNTRY OUTSOURCING FLOWS 159
4.11.1 OVERVIEW 159
4.11.2 DELIVERY MODELS & REGIONAL STRUCTURE 161
4.11.3 KEY INFLUENCING FACTORS ON OUTSOURCING FLOW 162
4.11.4 CONCLUSION 163
4.12 COMPANY COMPARATIVE ANALYSIS 164
4.12.1 TELEPERFORMANCE 164
4.12.2 CONCENTRIX 165
4.12.3 ACCENTURE (BPO DIVISION) 166
4.12.4 GENPACT 167
4.12.5 TTEC 168
4.12.6 COMPARATIVE INSIGHTS 169
4.12.7 CONCLUSION 169
4.13 NORTH AMERICA OUTSOURCING AND DELIVERY STRUCTURE 170
4.14 OUTSOURCING FLOW - DRIVERS & RESTRAINING FACTORS 172
4.14.1 OVERVIEW 172
4.14.2 COST OPTIMIZATION AND TALENT AVAILABILITY 174
4.14.3 TECHNOLOGICAL ADVANCEMENTS AND REGULATORY COMPLIANCE 174
4.14.4 GEOPOLITICAL STABILITY AND REMOTE WORK ENABLEMENT 174
4.14.5 WAGE INFLATION AND GOVERNMENT POLICIES 174
4.14.6 CONCLUSION 174
5 REGULATORY COVERAGE 175
6 MARKET OVERVIEW 176
6.1 DRIVERS 178
6.1.1 INCREASING NEED FOR BUSINESS AGILITY 178
6.1.2 RISING CUSTOMER FOCUS TOWARDS ENHANCED EFFICIENCY, TIME EFFECTIVENESS, AND COST EFFICIENCY 178
6.1.3 GROWING PREFERENCE OF CLOUD TECHNOLOGY AND ITS SIGNIFICANCE IN PROCESS AUTOMATION 179
6.1.4 TECHNOLOGICAL ADVANCEMENTS (AI, RPA, ANALYTICS) 180
6.2 RESTRAINTS 181
6.2.1 GROWING CONCERNS REGARDING DATA SECURITY AND PRIVACY CONCERN 181
6.2.2 STRINGENT GOVERNMENT REGULATIONS 182
6.3 OPPORTUNITIES 182
6.3.1 FOCUS ON MULTI-WORKFLOW SCHEDULING OF BUSINESS 182
6.3.2 EMERGENCE OF DIGITAL TECHNOLOGIES, NAMELY AI, IOT, AND CLOUD COMPUTING 183
6.3.3 INCREASE IN THE ESTABLISHMENT OF SERVICE CENTERS AND THE IT SECTOR SPENDING 184
6.4 CHALLENGES 185
6.4.1 LACK OF SKILLED WORKFORCE AND HIGH ATTRITION RATE 185
6.4.2 FREQUENT DISRUPTION AFFECTS OPERATIONAL EFFICIENCY OF BUSINESS PROCESS OUTSOURCING (BPO) 185
7 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING TYPE 187
7.1 OVERVIEW 188
7.2 OFFSHORE 189
7.3 ONSHORE 190
7.4 NEARSHORE 190
8 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY APPLICATION 191
8.1 OVERVIEW 192
8.2 CUSTOMER CARE 194
8.3 FINANCE AND ACCOUNTING 194
8.3.1 FINANCE AND ACCOUNTING, BY APPLICATION 195
8.3.2 ORDER TO CASH 195
8.3.3 PROCURE TO PAY 195
8.3.4 RECORD TO REPORT 195
8.3.5 FINANCIAL PLANNING & ANALYSIS 195
8.4 IT SERVICES 196
8.5 TALENT AND HR SERVICES 196
8.5.1 TALENT AND HR SERVICES, BY TYPE 197
8.5.2 EMPLOYEE AND HR OPERATIONS 197
8.5.2.1 Employee and HR Operations, By Application 197
8.5.3 PAYROLL AND PENSION 198
8.5.4 EMPLOYEE SERVICES 198
8.5.5 GOVERNMENT RELATION SERVICES 198
8.5.6 WORKFORCE DATA ADMINISTRATION 198
8.5.7 MASTER DATA MANAGEMENT 198
8.5.8 TALENT ACQUISITION AND DEVELOPMENT 198
8.5.8.1 Talent Acquisition and Development, by Application 198
8.5.9 TALENT DEVELOPMENT 199
8.5.9.1 Talent Development, By Application 199
8.5.10 ORGANIZATION AND CHANGE MANAGEMENT 199
8.5.11 COMPETENCY AND DEVELOPMENT MANAGEMENT 199
8.5.12 LEARNING CONTENT DEVELOPMENT & LEARNING DELIVERY 199
8.5.13 CURRICULUM AND CAMPAIGN DESIGN 200
8.5.14 COLLABORATION AND KNOWLEDGE MANAGEMENT 200
8.5.15 COMPENSATION PLANNING 200
8.5.16 OTHERS 200
8.5.17 TALENT ACQUISITION 201
8.5.17.1 Talent Acquisition, by Application 201
8.5.18 WORKFORCE PLANNING 201
8.5.19 CANDIDATE SOURCING SCREENING AND SELECTION 201
8.5.20 NEW JOINER OFFER AND ONBOARDING 201
8.5.21 HIRING CLEARANCES 202
8.5.22 RELOCATION ASSISTANCE, INTER COMPANY AND NORTH AMERICA MOBILITY 202
8.5.23 OTHERS 202
8.6 SALES AND MARKETING 202
8.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 203
8.7.1 SOURCING, PROCUREMENT & SUPPLY CHAIN, BY APPLICATION 203
8.7.2 PROCUREMENT ADMIN SUPPORT 204
8.7.3 SOURCE TO CONTRACT 204
8.7.4 PROCUREMENT CONSULTING 204
8.8 PRODUCT ENGINEERING 204
8.9 FACILITIES AND ADMINISTRATION 205
8.10 TRAINING 206
9 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY ORGANIZATION SIZE 207
9.1 OVERVIEW 208
9.2 LARGE ENTERPRISES 209
9.3 SMES 210
10 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY OUTSOURCING APPROACH 211
10.1 OVERVIEW 212
10.2 CONTRACT BASED 213
10.3 BUNDLED SERVICES 214
10.4 BEST-SHORE 214
10.5 FEE FOR SERVICE 215
11 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY END USER 216
11.1 OVERVIEW 217
11.2 IT 220
11.2.1 IT, BY APPLICATION 221
11.2.1.1 IT SERVICES 221
11.2.1.2 CUSTOMER CARE 221
11.2.1.3 PRODUCT ENGINEERING 221
11.2.1.4 SALES AND MARKETING 222
11.2.1.5 FINANCE AND ACCOUNTING 222
11.2.1.6 TALENT AND HR SERVICES 222
11.2.1.7 TRAINING 222
11.2.1.8 PROCUREMENT & SUPPLY CHAIN 222
11.2.1.9 FACILITIES AND ADMINISTRATION 222
11.3 TELECOMMUNICATION 223
11.3.1 TELECOMMUNICATION, BY APPLICATION 224
11.3.1.1 CUSTOMER CARE 224
11.3.1.2 IT SERVICES 224
11.3.1.3 FINANCE AND ACCOUNTING 224
11.3.1.4 SALES AND MARKETING 225
11.3.1.5 TALENT AND HR 225
11.3.1.6 TRAINING 225
11.3.1.7 FACILITIES AND ADMINISTRATION 225
11.3.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 225
11.3.1.9 PRODUCT ENGINEERING 225
11.4 MANUFACTURING 226
11.4.1 MANUFACTURING, BY TYPE 227
11.4.1.1 AUTOMOTIVE 228
11.4.1.1.1 AUTOMOTIVE, BY APPLICATION 228
11.4.1.1.1.1 SOURCING, PROCUREMENT & SUPPLY CHAIN 228
11.4.1.1.1.2 PRODUCT ENGINEERING 229
11.4.1.1.1.3 IT SERVICES 229
11.4.1.1.1.4 FINANCE AND ACCOUNTING 229
11.4.1.1.1.5 CUSTOMER CARE 229
11.4.1.1.1.6 TALENT AND HR 229
11.4.1.1.1.7 TRAINING 229
11.4.1.1.1.8 SALES AND MARKETING 229
11.4.1.1.1.9 FACILITIES AND ADMINISTRATION 229
11.4.1.2 ELECTRONIC MACHINERIES 230
11.4.1.2.1 ELECTRONIC MACHINERIES, BY APPLICATION 230
11.4.1.2.1.1 PRODUCT ENGINEERING 230
11.4.1.2.1.2 IT SERVICES 231
11.4.1.2.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 231
11.4.1.2.1.4 FINANCE AND ACCOUNTING 231
11.4.1.2.1.5 CUSTOMER CARE 231
11.4.1.2.1.6 TALENT AND HR 231
11.4.1.2.1.7 TRAINING 231
11.4.1.2.1.8 FACILITIES AND ADMINISTRATION 231
11.4.1.2.1.9 SALES AND MARKETING 231
11.4.1.3 CHEMICAL & MATERIALS 232
11.4.1.3.1 CHEMICAL & MATERIALS, BY APPLICATION 232
11.4.1.3.1.1 SOURCING, PROCUREMENT & SUPPLY CHAIN 232
11.4.1.3.1.2 FINANCE AND ACCOUNTING 233
11.4.1.3.1.3 CUSTOMER CARE 233
11.4.1.3.1.4 TALENT AND HR SERVICES 233
11.4.1.3.1.5 PRODUCT ENGINEERING 233
11.4.1.3.1.6 SALES AND MARKETING 233
11.4.1.3.1.7 TRAINING 233
11.4.1.3.1.8 FACILITIES AND ADMINISTRATION 233
11.4.1.3.1.9 IT SERVICES 233
11.4.1.4 ICT EQUIPMENTS 234
11.4.1.4.1 ICT EQUIPMENTS, BY APPLICATION 234
11.4.1.4.1.1 PRODUCT ENGINEERING 234
11.4.1.4.1.2 IT SERVICES 235
11.4.1.4.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 235
11.4.1.4.1.4 CUSTOMER CARE 235
11.4.1.4.1.5 FINANCE AND ACCOUNTING 235
11.4.1.4.1.6 TALENT AND HR SERVICES 235
11.4.1.4.1.7 TRAINING 235
11.4.1.4.1.8 SALES & MARKETING SUPPORT 235
11.4.1.4.1.9 FACILITIES AND ADMINISTRATION 235
11.4.1.5 FOOD & BEVERAGE 236
11.4.1.5.1 FOOD & BEVERAGE, BY APPLICATION 236
11.4.1.5.1.1 CUSTOMER CARE 236
11.4.1.5.1.2 SOURCING, PROCUREMENT & SUPPLY CHAIN 237
11.4.1.5.1.3 FINANCE AND ACCOUNTING 237
11.4.1.5.1.4 SALES & MARKETING SUPPORT 237
11.4.1.5.1.5 TALENT AND HR SERVICES 237
11.4.1.5.1.6 IT SERVICES 237
11.4.1.5.1.7 FACILITIES AND ADMINISTRATION 237
11.4.1.5.1.8 TRAINING 237
11.4.1.5.1.9 PRODUCT ENGINEERING 237
11.4.1.6 ARCHITECTURE & HOUSING 238
11.4.1.6.1 ARCHITECTURE & HOUSING, BY APPLICATION 238
11.4.1.6.1.1 FINANCE AND ACCOUNTING 238
11.4.1.6.1.2 PRODUCT ENGINEERING 239
11.4.1.6.1.3 IT SERVICES 239
11.4.1.6.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 239
11.4.1.6.1.5 TALENT AND HR SERVICES 239
11.4.1.6.1.6 CUSTOMER CARE 239
11.4.1.6.1.7 FACILITIES AND ADMINISTRATION 239
11.4.1.6.1.8 SALES & MARKETING SUPPORT 239
11.4.1.6.1.9 TRAINING (SAFETY, COMPLIANCE, DESIGN) 239
11.4.1.6.1.10 OTHERS 240
11.5 BFSI 241
11.5.1 BFSI, BY TYPE 241
11.5.1.1 BANKING 242
11.5.1.1.1 BANKING, BY APPLICATION 242
11.5.1.1.1.1 CUSTOMER CARE 242
11.5.1.1.1.2 FINANCE AND ACCOUNTING 243
11.5.1.1.1.3 TALENT AND HR SERVICES 243
11.5.1.1.1.4 IT SERVICES 243
11.5.1.1.1.5 SALES & MARKETING SUPPORT 243
11.5.1.1.1.6 SOURCING, PROCUREMENT & SUPPLY CHAIN 243
11.5.1.1.1.7 TRAINING 243
11.5.1.1.1.8 FACILITIES AND ADMINISTRATION 243
11.5.1.1.2 �PRODUCT ENGINEERING 243
11.5.1.2 FINANCIAL SERVICES 244
11.5.1.2.1 FINANCIAL SERVICES, BY APPLICATION 244
11.5.1.2.1.1 FINANCE AND ACCOUNTING 244
11.5.1.2.1.2 CUSTOMER CARE 245
11.5.1.2.1.3 IT SERVICES 245
11.5.1.2.1.4 TALENT AND HR SERVICES 245
11.5.1.2.1.5 SALES AND MARKETING 245
11.5.1.2.1.6 PRODUCT ENGINEERING 245
11.5.1.2.1.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 245
11.5.1.2.1.8 TRAINING 245
11.5.1.2.1.9 FACILITIES AND ADMINISTRATION 245
11.5.1.3 INSURANCE 246
11.5.1.3.1 INSURANCE, BY APPLICATION 246
11.5.1.3.1.1 CUSTOMER CARE 246
11.5.1.3.1.2 FINANCE AND ACCOUNTING 247
11.5.1.3.1.3 SALES AND MARKETING 247
11.5.1.3.1.4 TALENT AND HR SERVICES 247
11.5.1.3.1.5 IT SERVICES 247
11.5.1.3.1.6 SOURCING, PROCUREMENT & SUPPLY CHAIN 247
11.5.1.3.1.7 TRAINING 247
11.5.1.3.1.8 PRODUCT ENGINEERING 247
11.5.1.3.1.9 FACILITIES AND ADMINISTRATION 247
11.6 GOVERNMENT 248
11.6.1 GOVERNMENT, BY APPLICATION 249
11.6.1.1 IT SERVICES 249
11.6.1.2 CUSTOMER CARE 249
11.6.1.3 FINANCE AND ACCOUNTING 249
11.6.1.4 TALENT AND HR 250
11.6.1.5 FACILITIES AND ADMINISTRATION 250
11.6.1.6 TRAINING 250
11.6.1.7 SOURCING, PROCUREMENT & SUPPLY CHAIN 250
11.6.1.8 SALES AND MARKETING 250
11.6.1.9 PRODUCT ENGINEERING 250
11.7 DEFENSE 251
11.7.1 DEFENSE, BY APPLICATION 252
11.7.1.1 IT SERVICES 252
11.7.1.2 TRAINING 252
11.7.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 252
11.7.1.4 FINANCE AND ACCOUNTING 253
11.7.1.5 FACILITIES AND ADMINISTRATION 253
11.7.1.6 TALENT AND HR 253
11.7.1.7 CUSTOMER CARE 253
11.7.1.8 PRODUCT ENGINEERING 253
11.7.1.9 SALES AND MARKETING 253
11.8 TRANSPORTATION 254
11.8.1 TRANSPORTATION, BY APPLICATION 255
11.8.1.1 CUSTOMER CARE 255
11.8.1.2 IT SERVICES 255
11.8.1.3 FINANCE AND ACCOUNTING 255
11.8.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 256
11.8.1.5 TALENT AND HR 256
11.8.1.6 TRAINING 256
11.8.1.7 FACILITIES AND ADMINISTRATION 256
11.8.1.8 SALES AND MARKETING 256
11.8.1.9 PRODUCT ENGINEERING 256
11.9 LOGISTICS 257
11.9.1 LOGISTICS, BY APPLICATION 258
11.9.1.1 IT SERVICES 258
11.9.1.2 CUSTOMER CARE 258
11.9.1.3 FINANCE AND ACCOUNTING 258
11.9.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 259
11.9.1.5 TALENT AND HR 259
11.9.1.6 TRAINING 259
11.9.1.7 FACILITIES AND ADMINISTRATION 259
11.9.1.8 SALES AND MARKETING 259
11.9.1.9 PRODUCT ENGINEERING 259
11.10 RETAIL 260
11.10.1 RETAIL, BY APPLICATION 261
11.10.1.1 CUSTOMER CARE 261
11.10.1.2 IT SERVICES 261
11.10.1.3 FINANCE AND ACCOUNTING 262
11.10.1.4 SALES AND MARKETING 262
11.10.1.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 262
11.10.1.6 TALENT AND HR 262
11.10.1.7 FACILITIES AND ADMINISTRATION 262
11.10.1.8 TRAINING 262
11.10.1.9 PRODUCT ENGINEERING 262
11.11 HEALTHCARE 263
11.11.1 HEALTHCARE, BY APPLICATION 264
11.11.1.1 CUSTOMER CARE 264
11.11.1.2 IT SERVICES 264
11.11.1.3 FINANCE AND ACCOUNTING 265
11.11.1.4 TRAINING 265
11.11.1.5 TALENT AND HR 265
11.11.1.6 FACILITIES AND ADMINISTRATION 265
11.11.1.7 SALES AND MARKETING 265
11.11.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 265
11.11.1.9 PRODUCT ENGINEERING 265
11.12 E-COMMERCE 266
11.12.1 E-COMMERCE, BY APPLICATION 267
11.12.1.1 CUSTOMER CARE 267
11.12.1.2 IT SERVICES 267
11.12.1.3 SALES AND MARKETING 267
11.12.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 268
11.12.1.5 FINANCE AND ACCOUNTING 268
11.12.1.6 TALENT AND HR 268
11.12.1.7 FACILITIES AND ADMINISTRATION 268
11.12.1.8 TRAINING 268
11.12.1.9 PRODUCT ENGINEERING 268
11.13 TRAVEL 269
11.13.1 TRAVEL, BY APPLICATION 270
11.13.1.1 CUSTOMER CARE 270
11.13.1.2 FINANCE AND ACCOUNTING 270
11.13.1.3 TALENT AND HR SERVICES 270
11.13.1.4 SALES AND MARKETING 271
11.13.1.5 SOURCING, PROCUREMENT & SUPPLY CHAIN 271
11.13.1.6 FACILITIES AND ADMINISTRATION 271
11.13.1.7 PRODUCT ENGINEERING 271
11.13.1.8 TRAINING 271
11.13.1.9 IT SERVICES 271
11.14 HOSPITALITY 272
11.14.1 HOSPITALITY, BY APPLICATION 273
11.14.1.1 CUSTOMER CARE 273
11.14.1.2 SALES AND MARKETING 273
11.14.1.3 IT SERVICES 273
11.14.1.4 FINANCE AND ACCOUNTING 274
11.14.1.5 TALENT AND HR 274
11.14.1.6 TRAINING 274
11.14.1.7 FACILITIES AND ADMINISTRATION 274
11.14.1.8 SOURCING, PROCUREMENT & SUPPLY CHAIN 274
11.14.1.9 PRODUCT ENGINEERING 274
11.15 ENERGY 275
11.15.1 ENERGY, BY APPLICATION 276
11.15.1.1 IT SERVICES 276
11.15.1.2 FINANCE AND ACCOUNTING 276
11.15.1.3 SOURCING, PROCUREMENT & SUPPLY CHAIN 276
11.15.1.4 CUSTOMER CARE 277
11.15.1.5 FACILITIES AND ADMINISTRATION 277
11.15.1.6 TALENT AND HR 277
11.15.1.7 TRAINING 277
11.15.1.8 PRODUCT ENGINEERING 277
11.15.1.9 SALES AND MARKETING 277
11.16 EDUCATION 278
11.16.1 EDUCATION, BY APPLICATION 279
11.16.1.1 TRAINING 279
11.16.1.2 IT SERVICES 279
11.16.1.3 CUSTOMER CARE 280
11.16.1.4 FINANCE AND ACCOUNTING 280
11.16.1.5 TALENT AND HR 280
11.16.1.6 SALES AND MARKETING 280
11.16.1.7 FACILITIES AND ADMINISTRATION 280
11.16.1.8 PRODUCT ENGINEERING 280
11.16.1.9 SOURCING, PROCUREMENT & SUPPLY CHAIN 280
11.17 UTILITIES 281
11.17.1 UTILITIES, BY APPLICATION 282
11.17.1.1 IT SERVICES 282
11.17.1.2 CUSTOMER CARE 282
11.17.1.3 FINANCE AND ACCOUNTING 282
11.17.1.4 SOURCING, PROCUREMENT & SUPPLY CHAIN 283
11.17.1.5 FACILITIES AND ADMINISTRATION 283
11.17.1.6 TALENT AND HR 283
11.17.1.7 TRAINING 283
11.17.1.8 PRODUCT ENGINEERING 283
11.17.1.9 SALES AND MARKETING 283
11.18 OTHERS 284
12 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, BY REGION 285
12.1 NORTH AMERICA 287
12.1.1 U.S. 318
12.1.2 CANADA 350
12.1.3 MEXICO 373
13 NORTH AMERICA BUSINESS PROCESS OUTSOURCING (BPO) MARKET, COMPANY LANDSCAPE 392
13.1 COMPANY SHARE ANALYSIS: GLOBAL 392
14 SWOT ANALYSIS 393
15 COMPANY PROFILE 394
15.1 ACCENTURE 394
15.1.1 COMPANY SNAPSHOT 394
15.1.2 REVENUE ANALYSIS 395
15.1.3 COMPANY SHARE ANALYSIS 395
15.1.4 SERVICE PORTFOLIO 396
15.1.5 RECENT DEVELOPMENT 397
15.2 INFOSYS LIMITED 398
15.2.1 COMPANY SNAPSHOT 398
15.2.2 REVENUE ANALYSIS 398
15.2.3 COMPANY SHARE ANALYSIS 399
15.2.4 SERVICE PORTFOLIO 399
15.2.5 RECENT DEVELOPMENT 400
15.3 IBM CORPORATION 401
15.3.1 COMPANY SNAPSHOT 401
15.3.2 REVENUE ANALYSIS 401
15.3.3 COMPANY SHARE ANALYSIS 402
15.3.4 SERVICE PORTFOLIO 402
15.3.5 RECENT DEVELOPMENT 404
15.4 CAPGEMINI 405
15.4.1 COMPANY SNAPSHOT 405
15.4.2 REVENUE ANALYSIS 405
15.4.3 COMPANY SHARE ANALYSIS 406
15.4.4 SERVICE PORTFOLIO 406
15.4.5 RECENT DEVELOPMENT 410
15.5 TATA CONSULTANCY SERVICES LIMITED 412
15.5.1 COMPANY SNAPSHOT 412
15.5.2 REVENUE ANALYSIS 412
15.5.3 COMPANY SHARE ANALYSIS 413
15.5.4 SERVICE PORTFOLIO 413
15.5.5 RECENT DEVELOPMENT 413
15.6 ADP, INC. 414
15.6.1 COMPANY SNAPSHOT 414
15.6.2 REVENUE ANALYSIS 414
15.6.3 SERVICE PORTFOLIO 415
15.6.4 RECENT DEVELOPMENT 417
15.7 AMDOCS 418
15.7.1 COMPANY SNAPSHOT 418
15.7.2 REVENUE ANALYSIS 419
15.7.3 SERVICE PORTFOLIO 419
15.7.4 RECENT DEVELOPMENT 420
15.8 ALTECISYS 422
15.8.1 COMPANY SNAPSHOT 422
15.8.2 SERVICE PORTFOLIO 422
15.8.3 RECENT DEVELOPMENT 423
15.9 COGNIZANT 424
15.9.1 COMPANY SNAPSHOT 424
15.9.2 REVENUE ANALYSIS 425
15.9.3 SERVICE PORTFOLIO 425
15.9.4 RECENT DEVELOPMENT 426
15.10 CONCENTRIX CORPORATION 428
15.10.1 COMPANY SNAPSHOT 428
15.10.2 REVENUE ANALYSIS 428
15.10.3 SERVICE PORTFOLIO 429
15.10.4 RECENT DEVELOPMENT 430
15.11 GENPACT 431
15.11.1 COMPANY SNAPSHOT 431
15.11.2 REVENUE ANALYSIS 432
15.11.3 SERVICE PORTFOLIO 432
15.11.4 RECENT DEVELOPMENT 434
15.12 HCL TECHNOLOGIES LIMITED 436
15.12.1 COMPANY SNAPSHOT 436
15.12.2 REVENUE ANALYSIS 436
15.12.3 SERVICE PORTFOLIO 437
15.12.4 RECENT DEVELOPMENT 439
15.13 INTETICS INC. 440
15.13.1 COMPANY SNAPSHOT 440
15.13.2 SERVICE PORTFOLIO 440
15.13.3 RECENT DEVELOPMENT 440
15.14 IBT 441
15.14.1 COMPANY SNAPSHOT 441
15.14.2 SERVICE PORTFOLIO 441
15.14.3 RECENT DEVELOPMENT 442
15.15 NTT DATA GROUP CORPORATION 443
15.15.1 COMPANY SNAPSHOT 443
15.15.2 REVENUE ANALYSIS 443
15.15.3 SERVICE PORTFOLIO 444
15.15.4 RECENT DEVELOPMENT 444
15.16 NCR VOYIX CORPORATION 445
15.16.1 COMPANY SNAPSHOT 445
15.16.2 REVENUE ANALYSIS 445
15.16.3 SERVICE PORTFOLIO 446
15.16.4 RECENT DEVELOPMENT 447
15.17 PLAXONIC. 448
15.17.1 COMPANY SNAPSHOT 448
15.17.2 SERVICE PORTFOLIO 448
15.17.3 RECENT DEVELOPMENT 449
15.18 ROBERT HALF INC (SUBSIDARY OF PROVITI) 450
15.18.1 COMPANY SNAPSHOT 450
15.18.2 REVENUE ANALYSIS 450
15.18.3 SERVICE PORTFOLIO 451
15.18.4 RECENT DEVELOPMENT 451
15.19 SODEXO 452
15.19.1 COMPANY SNAPSHOT 452
15.19.2 REVENUE ANALYSIS 452
15.19.3 SERVICE PORTFOLIO 453
15.19.4 RECENT DEVELOPMENT 453
15.20 TTEC 454
15.20.1 COMPANY SNAPSHOT 454
15.20.2 REVENUE ANALYSIS 454
15.20.3 SERVICE PORTFOLIO 455
15.20.4 RECENT DEVELOPMENT 457
15.21 WIPRO 458
15.21.1 COMPANY SNAPSHOT 458
15.21.2 REVENUE ANALYSIS 458
15.21.3 SERVICE PORTFOLIO 459
15.21.4 RECENT DEVELOPMENT 460
16 QUESTIONNAIRE 461
17 RELATED REPORTS 464
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