Contact Center Outsourcing (CCO) Average ACV Doubles in 2013 | Market Insights™
Contact Center Outsourcing (CCO) average Annualized Contract Value (ACV) doubled in one year
Contact Center Outsourcing (CCO) average Annualized Contract Value (ACV) doubled in one year
US$85 Billion in Sourcing Contracts Up for Renewal Q2 2014 – Q1 2016
Applications services renewals concentrated in four industries: BFSI, travel & transport, manufacturing, healthcare
Regional trends show decline in Application Outsourcing (AO) annualized contract value down or flat in 2013
TCV of North America-based IO renewal deals is high in 2014 through early 2015 but plummets from 2015 through early 2016
Share of renewals/restructured deal activity decreased for both ITO and BPO over the past 5 quarters.
Three industries account for more than half of ITO renewals Q2 2014 through Q1 2016
Procurement outsourcing is growing in all directions: ACV, number of deals,and extensions/renewals have all risen over the past several years
BPO contract renewals from Q2 2014 through Q1 2016 are highly concentrated
APAC emerging as significant hub for IO renewals; large deals up for renewal in Australia Q2 2014 – Q1 2016
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