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Growth Opportunities and Markets for IT Outsourcing: New possibilities for contact center, infrastructure, applications and business process outsourcing
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Zahlen und Fakten zur Studie: | 168 pages | |||||||||
| Inhalt der Studie: |
IT outsourcing is a growing market, with the number of firms using outsourcing for one or more of their operations increasing. Demand for IT outsourcing is strong in both established and new IT areas,.....
IT outsourcing is a growing market, with the number of firms using outsourcing for one or more of their operations increasing. Demand for IT outsourcing is strong in both established and new IT areas, driven by the operational costs reductions and improved service delivery. However, roadblocks to wider adoption of outsourcing still remain. ‘Growth Opportunities and Markets for IT Outsourcing: New possibilities for contact center, infrastructure, applications and business process outsourcing’ is a new management report published by Business Insights that provides a detailed analysis of market opportunities from the SMB and infrastructure outsourcing sector, to the outbound contact center services market. This new report examines the impact of wider macroeconomic trends, such as the drive towards remote working, on outsourcing and provides vendor recommendations for targeting each market effectively, the offshore outsourcing market opportunity and the ‘hot’ locations vendors are investing. Understand how vendors can overcome the roadblocks to IT outsourcing and discover new and untapped revenue opportunities with the help of this new report. Report Highlights [Studien Infos ausblenden] |
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Growth opportunities and markets for IT outsourcing Executive Summary 12 Market outlook 12 Market opportunities 12 Contact center outsourcing 13 Developments in infrastructure outsourcing 14 Developments in application outsourcing 15 Developments in business process outsourcing 16 The SMB outsourcing opportunity 17 Offshoring 18 Chapter 1 Introduction 20 What is this report about? 20 Who is this report for? 20 Definitions 21 Application development 21 Application hosting 21 Application integration and collaboration 21 Application management 21 Application testing 21 Back-up services 22 CRM (customer relationship management) BPO 22 Desktop server management services 22 Desktop software management services 22 Finance and Accounting (F&A) BPO 22 HR BPO 22 IT security management services 23 Knowledge processes (knowledge management) 23 Managed LAN services 23 Managed mainframe services 23 Managed messaging services 23 Network security services 23 Managed server services 23 Managed storage services 24 Managed WAN services 24 Mobile desktop services 24 Outsourced agent position (AP) 24 Outsourcing 24 Payments and billing 24 Secure communications services 25 Secure content services 25 Service desk 25 Site support 25 SMBs (small and medium-sized businesses) 25 Thin client management services 25 Threat and vulnerability management services 25 Web hosting services 26 Chapter 2 Market outlook 28 Summary 28 Introduction 28 Why IT outsourcing still represents a valuable market opportunity 30 What barriers remain 31 Chapter 3 Market opportunities 34 Summary 34 Introduction 35 Sales and marketing – is there a future for outsourced outbound calling? 35 Consumer hostility 36 Legislative challenges 36 High costs 36 Poor quality perception 37 Looking ahead: outsourced outbound calling is set to increase 37 Regional analysis 38 Drivers of outsourced outbound contact center services 39 Cost savings 39 Professional approach 40 Increased commercial opportunities 41 Outsourcers can leverage a number of strategies to increase outbound revenues 41 Emphasize professional nature of services to prospective investors 41 Show real cost savings 42 Emphasize abilities in value-added services 43 Outsourcing to improve customer service and reduce cost-to-serve 46 In contested mass consumer markets, managing cost-to-serve is a challenge 46 The UK energy utilities have managed cost-to-serve to differing degrees of success 46 Infrastructure spending can deliver significant cost-to-serve improvements 47 Effectively designed infrastructure further facilitates outsourcing 48 Technology will determine by how much further the cost-to-serve can fall 49 Ongoing cost improvements will be technology driven, though regulatory requirements will also impact 50 Outsourced voice services 50 Market outlook 52 Vendor strategies 53 Cost 53 Market awareness 54 Expertise 54 Selling the solution 54 Partners 55 The proof will be in the pudding 55 General vendor strategy points 56 Chapter 4 Contact center outsourcing 58 Summary 58 Introduction 59 What’s driving contact center outsourcing? 59 Reduced costs 59 Technology costs 59 Cost management 60 Quality of labor 60 Ample labor 60 Contact center outsourcing trends 60 Slowing growth in traditional offshore locations 63 Exclusive nearshoring – closer proximity but higher prices? 64 Profiting from ‘bestshoring’ 65 New trends and developments 66 Hosted contact centers 66 Selling hosted contact centers 68 Video contact centers 69 Who is likely to purchase video contact centers? 71 Virtual contact centers 72 The customer-centric enterprise 72 Remote working 73 IP telephony 74 Small and Greenfield contact centers 76 Hosted IP contact centers 77 Implications for vendors 77 Chapter 5 Developments in infrastructure outsourcing 80 Summary 80 Introduction 81 Infrastructure outsourcing is the most mature IT outsourcing domain 81 New trends and developments 83 Managed and outsourced network services represent a large but slow-growing market 83 Network, voice/data convergence and security services are the highest growth markets 84 Trends in mobility, security and applications are influencing networking contracts 85 Security is now permeating most networking services contracts 86 Security and privacy managed services is the fastest growing infrastructure services market 86 Enterprises are looking for dedicated third-party security services expertise 87 Embedded security in other infrastructure services may negatively impact demand 88 There is good growth in all the S&P managed services sub markets 88 Banking is the largest target market for security services providers 89 German and UK enterprises’ stricter security approaches provide good opportunities 90 The hosting services market 90 Cost control and a need to manage infrastructure complexity are driving hosting services demand 90 Capacity and power supply are the two main inhibitors to market growth 91 The hosting services market has now fully rebounded from its problems earlier in the decade 91 Financial services and government are the most prominent vertical markets 92 Large enterprises have the most pronounced hosting requirements 92 Storage services revenue growth is strong, relative to other infrastructure services 92 Back-up is growing strongest but the managed storage services market represents the cash cow 93 Managed and outsourced desktop services is a mature infrastructure services market 94 Desktop services will increasingly be positioned as part of wider infrastructure outsourcing contracts 94 Demand for desktop services is always positively impacted by the release of new operating systems 95 Desktop maintenance is a low-growth market opportunity 96 Remote management is driving the market for service desk 96 Site support market growth is set to be low 97 vii Chapter 6 Developments in application outsourcing 100 Summary 100 Introduction 100 Access to expertise and the latest technologies are primary motivators 103 New trends and developments 104 Integration and packaged applications are end-user priorities 104 Service orientated architectures 105 Outsourcing packaged applications is most likely amongst verticals with less in-house IT 106 Total application outsourcing: a new trend? 106 The offshore impact 107 Overcoming the roadblocks 108 Vendor recommendations 109 Help clients reduce IT complexity to improve efficiency and reduce cost 109 Package professional services as part of the deal 109 Assume the position of trusted advisor 110 Provision low cost service centers to provide the best mix of offerings 110 Position services to take advantage of growing SMB adoption and complete outsourcing contracts 110 Flexibility through range of offering and pricing creates the most opportunity for vendors 111 Regional and industry specific knowledge is required 111 Demand for ‘global sourcing’ 111 Chapter 7 Developments in business process outsourcing 114 Summary 114 Introduction 115 BPO deals shrink in scope in spite of growth in signings 116 New trends and developments 117 Investment priorities in BPO are shifting toward non-traditional services 117 Newer, high-margin BPO services are a growing priority for customers 118 Risk and proximity are strong factors in the offshore decision process 120 Retail banks fear the classic inhibitors to offshore BPO 121 Offshore BPO slowdown expected as voice BPO becomes a commodity 122 Evolution in the BPO offshoring market 123 Further vendor recommendations 124 Expand their portfolio to create flexibility and insulate against commoditization 124 Don’t disregard CRM outsourcing 124 BPO services appeal to a broad spectrum of adopters for a variety of reasons 125 viii Offshoring is an important part of the BPO market but there is still a strong need for market education 125 Vendors are less likely to risk larger, more complex deals 125 European BPO is far from a developed market 125 There is significant scope for consolidation amongst vendors in this market 125 Vendors should manage the sales process 126 Multi-process deals a likely feature of the BPO market for some time to come 126 Chapter 8 The SMB outsourcing opportunity 128 Summary 128 Introduction 129 SMBs show traditional attitudes to selecting IT vendors 130 SMBs are more likely to trust a national telecoms provider or a national ISP for managed services 131 Many different vendors are supplying the UK SMB market 131 SMBs are generally happy with their service providers 132 A relatively low proportion of SMBs currently oursource their IT services 133 The majority of SMBs manage their firewalls in house 133 Security is a key consideration in IT outsourcing decisions 134 The area that is most outsourced is security updates and patching 134 The most pressing technical requirement for SMBs is security 135 SMBs look to vendors to provide security and Internet connectivity 135 The majority of SMBs have some form of risk mitigation in place 136 Barriers to outsourcing 137 Cost and loss of control 137 A small proportion of SMBs can foresee a time when their IT function is fully managed externally 138 Conclusions: outsourcing is still a relatively low priority for SMBs in the UK 139 Chapter 9 Offshoring 142 Summary 142 Introduction 143 The benefits of offshore outsourcing 143 Industry difficulties that can be addressed through offshore outsourcing 143 Offshore outsourcing can lead to significant cost savings 145 While cost savings is the main advantage to offshore outsourcing, relatively higher quality labor is also a primary driver 145 ix But not all companies are ready for offshore 146 Some processes are more conducive to offshore outsourcing than others 147 Different offshore locations offer distinct advantages 147 New trends and developments 148 Vertical expertise will become an important competitive differentiator in offshore outsourcing 148 India’s offshore outsourcing market 148 India’s domestic market presents real revenue opportunities 150 India still offers investors a very low-cost business environment in the medium term 151 That said, beware of potential erosion of India’s value proposition over long term 153 Contact center offshore outsourcing in Central and Eastern Europe is projected to grow through 2010 154 Why Central and Eastern Europe is a logical location for Western European customer service 155 However, outsourcing to the CEE could prove limited over the long-term 156 Vendor recommendations 157 Contact center outsourcing in North Africa is growing fuelled by offshore demand 158 North Africa is attractive for Western customer care investors 159 There are still certain risks of which investors should be aware 160 Vendor recommendations 161 CALA: Looking beyond Mexico 163 Brazil’s domestic market offers outsourcers opportunities to profit 164 Outsourcers should look to Argentina and Chile for bilingual customer service 164 Vendor recommendations 166 Index 167 [Inhaltsverzeichnis ausblenden] |
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Table 4.1: Global hosted APs, 2006 – 2010 66 Table 5.2: Global managed and outsourced network services market revenues 2005 to 2009 ($m) 83 Table 5.3: Security & privacy managed services market revenues 2005 to 2009 ($m) 87 Table 9.4: Indian outsourced APs, 2005 - 2010 149 Table 9.5: CEE outsourced APs (000s), 2005-2010 154 Table 9.6: Key themes for evaluating emerging CALA offshore locations 165 Figure 2.1: Enterprise outsourcing and managed services market conceptualization 29 Figure 3.2: Global APs in outbound sales and marketing functions, 2006 - 2012 38 Figure 4.3: Which functions are you likely to outsource in the next year? 61 Figure 4.4: Whether you do or do not outsource please rate the importance of these criteria in choosing an outsourcer? 62 Figure 4.5: Indian and Philippine outsourced AP growth, 2005 - 2010 64 Figure 4.6: Customer service silos 72 Figure 4.7: Remote workers as a percentage of total APs globally, 2005-2010 74 Figure 4.8: Total IP APs and IP APs as a % of total 76 Figure 5.9: Solid, if unspectacular, growth is forecast in infrastructure outsourcing and managed services 81 Figure 6.10: Investment priorities in applications 104 Figure 7.11: BPO services globally, 2006-2008 115 Figure 7.12: Investment priorities in BPO 119 Figure 8.13: When selecting an IT vendor the most important factors are the standard of customer service and SLAs 130 Figure 8.14: Only a small proportion of SMBs choose to outsource the management of their firewalls 134 Figure 8.15: SMBs expect vendors to provide security and Internet connectivity services 136 Figure 8.16: 40% of SMBs state cost as the strongest reason preventing them from outsourcing 138 Figure 9.17: Indian offshore outsourced demand, 2005 – 2010 150 [Tabellenverzeichnis ausblenden] |
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| Hinweis: | * Der Rechnungsbetrag für diese Studie wird in $ (Dollar) ausgewiesen. Kunden aus dem Inland bekommen von uns eine Rechnung in Euro, umgerechnet zum letztwöchigen Schlusskurs | |||||||||||
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