Growth Strategies in Outsourcing: High value IT outsourcing sectors and vertical markets

Growth Strategies in Outsourcing: High value IT outsourcing sectors and vertical markets is a new management report that highlights the outsourcing sectors and vertical industries that will provide IT services providers with significant profit opportunities to 2007 and beyond. This report analyses the key data and market trends that are shaping the outsourcing market and provides insight into how vendors can be used to exploit the opportunities that arise.
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Growth Strategies in Outsourcing
Executive Summary
Introduction
Business process outsourcing
Human resources outsourcing
Offshore/onshore delivery
Utility/on-demand delivery
Vertical focus: Financial services
Vertical focus: Public sector
Vertical focus: Retail
Vertical focus: Telecoms

Chapter 1 Introduction

Summary
Introduction
Definitions
BPO
Human resources outsourcing
Utility/on-demand pricing
Offshore delivery
Right-shore/near-shore delivery

Chapter 2 Business process outsourcing

Summary
Introduction
Drivers
ERP
Market dynamics
Market sizing
Competitive dynamics
Accenture
ACS
CGE&Y
Capita
Cognizant
CSC
EDS
HP Services
IBM Global Services
Opinion

Chapter 3 Human resources outsourcing

Summary
Introduction
Market dynamics
Competitive dynamics
Accenture
ACS
Convergys
Fidelity Employer Services
Hewitt Associates
IBM Global Services
Opinion

Chapter 4 Offshore/onshore outsourcing

Summary
Introduction
Market dynamics
Offshore BPO
Right shore/near-shore
Competitive dynamics
Indian service providers
Western service providers
Barriers and challenges
India
Offshore
Onshore

Chapter 5 Utility/on-demand delivery

Summary
Introduction
Competitive dynamics

Chapter 6 Vertical focus: Financial services

Summary
Infrastructure outsourcing
Europe vs North America
Opportunity identification
Line of business variations
Summary
Customer contact centers
Offshore
Onshore
BPO in financial services
Insurance
Banking
Key vendors
Cognizant
eFunds
ICICI OneSource
Infosys
Sapient
Tata Consultancy Services
Wipro

Chapter 7 Vertical focus: Public sector

Summary
Introduction
Market dynamics
The ‘US Government factor’
M&A activity
Competitve dynamics
Accenture
ACS
BT Global Services
Capita
CSC
EDS
IBM GS

Chapter 8 Vertical focus: Retail

Summary
Introduction
Market dynamics
BPO in retail

Chapter 9 Vertical focus: Telecoms

Summary
Introduction
Market dynamics
Competitive dynamics
Telecoms turned service provider
Conclusion
Index
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Table 2.2: Major BPO Contracts Involving ERP System Upgrades 28
Table 2.2: The 10 largest IT services contracts awards 1Q04 32
Table 4.4: Top 10 largest BPO firms in India 62
Table 4.5: Growth plans of western software and service providers in India 64
Table 6.6: Infrastructure outsourcing growth by opportunity segment in North American financial services 2003-2006 88
Table 6.6: Infrastructure outsourcing spend growth by line of business and infrastructure service 2003-2006 90
Table 6.7: Offshore outsourced financial services agent positions as share of total financial services agent positions, 2004-2007 93
Table 6.8: The BPO strategy of five major insurers 98
Table 6.9: Third-party BPO activities of major banks 101
Table 7.10: The 10 largest IT services M&As in 2003 113
Table 8.11: The 10 largest IT outsourcing deals in retail in last 12 months 121
Table 8.12: Key retail BPO deals signed in last 12 months 123
Table 9.13: Outsourcing strategies of the 10 largest telecoms operators 130
Table 9.14: The 10 largest IT outsourcing deals in telecoms in last 5 years 132

Figure 3.2: HR outsourcing contracts by vendor 43
Figure 3.3: HR outsourcing contracts by region 44
Figure 6.3: Infrastructure outsourcing: Europe vs North America 86
Figure 6.4: Infrastructure outsourcing growth by opportunity segment in North American financial services, 2003-2006 88
Figure 6.5: Line of business infrastructure outsourcing variations 89
Figure 6.6: Offshore outsourcing poses no serious risk to western financial services job markets 93
Figure 6.7: Offshore outsourcing continue to be the primary threat to the onshore contact center outsourcers' business 94
Figure 6.8: Offshore outsourcing service provider positing 102
Figure 7.9: IT outsourcing deals by vertical sector 1Q04 109
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