New IDC MarketScape Finds Leadership, Resilience, and Innovative Thinking Are the Keys to Success in the Outsourced Customer Care Market

FRAMINGHAM, MA – September 23, 2010 – International Data Corporation (IDC) has released a new report providing a thorough vendor assessment of the highly competitive market for comprehensive customer care business process outsourcing (BPO), leveraging the IDC MarketScape model. IDC MarketScape reports utilize a rigorous scoring methodology that produces a definitive assessment of each vendor’s current market capabilities and strategies for competing in the future.

The new report, IDC MarketScape: Comprehensive Customer Care BPO, 2010 Vendor Analysis – The Guns of August (IDC #224612), looks at a set of players at the leading edge of the customer care BPO services competitive landscape. Based on recent developments in the customer care services market at a time of great economic flux, IDC selected sixteen companies to be benchmarked and profiled in this study: Aegis, Accenture Customer Contact BPO, ACS, APAC, CGS, Convergys, HP Enterprise Services CRM, IBM CRM, NCO, Sitel, StarTek, Stream Global Services, Sykes, TeleTech, Teleperformance, and West.

The IDC MarketScape methodology placed Teleperformance in the "Leaders" category with a number of providers close behind as "Major Players." The study makes the case that the most important competitive factors in this market are: leadership, size and global reach, strong financials, as well as solid sales, distribution, portfolio and growth strategies, and an eye toward technology's role in the future of customer care.

"Providers of outsourced customer care face an array of difficulties in today's economy," said Stephen Loynd, global program manager, Contact Center Services at IDC. "A tough battle lies ahead, and if words like stalemate and slog best describe the challenging state of the comprehensive customer care BPO market, then leadership, resilience, and innovative thinking will be at a premium going forward."

About IDC MarketScape

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT (information and communications technology) suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor's position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.

For more information about IDC MarketScape, please contact Karen Moser at

About IDC

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community to make fact-based decisions on technology purchases and business strategy. More than 1,000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. For more than 46 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. You can learn more about IDC by visiting [].

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