Although the need to establish a truly “business-aligned” IT infrastructure has translated into mainstream adoption of next-generation IT infrastructure, enterprises are struggling to reap benefits commensurate with the amount of next-generation IT infrastructure investment
Output-based pricing has become the norm in information services deals as buyers seek to align IT infrastructure consumption with business needs in a dynamic way
Global IT services market: Key geographies in North America, Europe, Asia Pacific, and Latin America
The increased adoption of automation in CCO enables service providers to achieve balance cost and customer satisfaction
As enterprises shift their focus from pure cost savings to improved customer service, the CCO delivery mix has been shifted to a balanced onshore/offshore model
Changes in end-customer preferences are driving changes in the CCO value proposition around delivery process excellence, building digital capabilities, and enhancing business value/outcomes.
Growth of the non-voice channel, portfolio consolidation, and increased automation are slowing contact center outsourcing market growth