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
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While India remains the preferred life sciences IT delivery location, service providers are developing onshore and nearshore capabilities to leverage an optimum location mix
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The life sciences IT opportunity varies by industry segment with big data & analytics, data management, and remediation being common themes
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