Global CRM Outsourcing Market 2015-2019 with Accenture, Capgemini, Genpact, IBM & Tata Consultancy Services Dominating

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Research and Markets

30 Jun, 2015, 13:51 GMT

DUBLIN, June 24, 2015 /PRNewswire/ --

Research and Markets (http://www.researchandmarkets.com/research/pxwng8/global_crm) has announced the addition of the "Global CRM Outsourcing Market 2015-2019" report to their offering.

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The global CRM outsourcing market to grow at a CAGR of 5.75% over the period 2014-2019.

Customer relationship management (CRM) has become one of the most influential factors in building brand loyalty and strengthening of brand image. Call center interaction in CRM is often cited in defining customer service; however, there are many facets of CRM outsourcing that have evolved with rising customer needs and expectations. With the growing digitization in the CRM industry, service providers are innovating on their service offerings to expand their portfolio beyond call centers. These offerings include modern communication, multi-channel engagement of customers, self-service, and analytics solutions.

The emergence of social CRM is a rising trend in the market. Many clients are adopting this technology due to its instant access to required applications and other associated advantages, such as cost reduction, reliability, scalability, and agility.

According to the report, the cost-effectiveness of outsourcing capital and labor-intensive operations is one of the major factors driving the growth of the market. More companies are outsourcing the back-office functions that require more infrastructure, capital investments, and HR training to reduce their cost of operations.

Further, the report states that rising attrition rates are impacting the market negatively.

Key Vendors

  • Accenture
  • Capgemini
  • Genpact
  • IBM
  • Tata Consultancy Services

Other Prominent Vendors

  • 3i infotech
  • Aditya Birla Minacs
  • Aegis
  • Cognizant
  • Convergys
  • EXL
  • Firstsource
  • HCL
  • Hinduja Global Solutions
  • HP
  • Infosys
  • Intelenet
  • NCO Financial
  • Sitel
  • Teleperformance
  • Teletech
  • West
  • Wipro
  • WNS
  • Xerox

Key Topics Covered:

  1. Executive Summary
  2. List of Abbreviations
  3. Scope of the Report
  4. Market Research Methodology
  5. Introduction
  6. Market Landscape
  7. Market Segmentation by End-users
  8. Geographical Segmentation
  9. Buying Criteria
  10. Market Growth Drivers
  11. Drivers and their Impact
  12. Market Challenges
  13. Impact of Drivers and Challenges
  14. Market Trends
  15. Trends and their Impact
  16. Vendor Landscape
  17. Key Vendor Analysis

For more information visit http://www.researchandmarkets.com/research/pxwng8/global_crm

Media Contact: Laura Wood , +353-1-481-1716, press@researchandmarkets.net