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After a year of stalled investments owing to market uncertainty, healthcare payers restarted investments in areas such as value-based care adoption, care management, utilization & disease management, population health, and consumer experience. On the technology front,…
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The push towards digital transformation becoming a priority for most of the banks has come from the need to find efficient ways to address the existing challenges in the industry, such as cost pressure, eroding top…
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State of the Market Aug. 11, 2017
Contact Center Outsourcing Annual Report 2017 – Disruption is Here: The End of Contact Centers as We Know Them
With increasing focus on technology adoption and uncertainty in the market due to geopolitical factors, CCO industry grew at a slow rate of ~3% in 2016 to reach US$78-80 billion. The market is witnessing a shift… -
The global CCO market grew at ~3% to reach US$78-80 billion in 2016. The year 2016 continued to witness the move toward digitalization, which has had a profound impact on the buyer requirements. The last 12-18…
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The banking BPO landscape is quite mature, with most clients, especially those in the United States and the United Kingdom, having a high degree of comfort with outsourcing. They are increasingly looking to service providers to…
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A majority of the healthcare providers in the United States suffered financial decline in 2017. Shift towards value-based care system is one of the key factors affecting health of hospitals; however, health networks' pain points vary…
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The mortgage BPO service provider profile compendium provides accurate, comprehensive, and fact-based snapshots of 12 service providers in the market. These include Accenture, , Cognizant, Mphasis-Digital Risk, Firstsource, Genpact, HCL, Infosys, Intelenet, Sutherland Global Services, TCS,…
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Rising administrative cost is putting significant pressure on the profitability of healthcare providers. Additionally, the entire healthcare provider industry is also facing headwinds from market shift towards value-based payment models. Both these megatrends have multifold impact…
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Mortgage BPO stands out as one of the largest submarkets within banking BPO. As regulatory bodies continue to increase their oversight on mortgage activities of banks, the role of BPO has been gaining greater significance in…
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The banking BPO service provider profile compendium provides accurate, comprehensive, and fact-based snapshots of 17 service providers in the market. These include Capgemini, CGI, Cognizant, Concentrix, Conduent, DXC, EXL, Firstsource, Genpact, HCL, Infosys, Intelenet, Sutherland Global…
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The banking industry continues to face existing challenges – rising cost pressures, depleting top line, decreasing customer satisfaction, and uncertainty in the geopolitical environment. However, the disruption in technology and its significant adoption by non-banks has…
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Introduction The CCO service provider compendium provides accurate, comprehensive, and fact-based snapshots of 25+ service providers in the CCO market. The study provides a detailed five-page profile of each CCO service provider assessed, which captures a…
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The banking BPO landscape is becoming increasingly competitive even as enterprises look to service providers as a source of business transformation rather than mere providers of labor arbitrage benefits. RPA continues to grow in importance, with…
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Provider Compendium April 18, 2017
Healthcare Payer BPO – Service Provider Profile Compendium 2017
The healthcare payer BPO service provider profile compendium provides accurate, comprehensive, and fact-based profile snapshots of 20 service providers in the market. Specifically, the report allows for comparison of the service providers on their areas of… -
Healthcare payer BPO market grew strongly during 2013-2015, reaching US$9.1 billion (including government business) in 2016. Obamacare contributed to a large extent in this growth story. However, with the election of Donald Trump as the President…
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Introduction The world of contact center outsourcing (CCO) continues to be a hotbed of activity as service providers respond to the pressures of a changing value proposition. Most of the investments made by CCO service providers…
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As Obamacare continues to bring about changes in the market, healthcare payer market remains in a dynamic state. The impending decision about top payer consolation has added to the uncertainty in the market. Some of the…
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Thematic Report Aug. 31, 2016
Healthcare Payer BPO – Service Provider Profile Compendium
Introduction The healthcare payer BPO service provider profile compendium provides accurate, comprehensive, and fact-based snapshots of 19 service providers in the market. Each five-page profile presents a comprehensive picture of a provider’s service suite, scale of… -
Background of the study The global CCO market grew at ~5% in 2014 to reach US$70-75 billion, with deal activity on a steady growth path in the last four to five years. The year 2014 witnessed…
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PEAK Matrix® Jan. 25, 2016
Healthcare Payer BPO – Service Provider Landscape with PEAK Matrix™ Assessment
Introduction The healthcare payer market is undergoing a rapid transformation. With ObamaCare taking effect and boosting enrollments, several new payers find themselves overwhelmed while handling an unprecedented surge in volume. Also, as a result of the…
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