North America Customer Experience Outsourcing Services, Forecast to 2024

This study examines the trends in the North America customer experience outsourcing (CXO) services market and forecasts the market size. Companies today are desperately looking for ways to map Omnichannel strategies to their customer marketing strategies - thus taking out cost, streamlining operations and increasing revenue. The businesses that will thrive in this growing, competitive environment need to understand exactly what customers value. The customer care outsourcing segment supporting care volumes for North America is mature, highly fragmented, and competitive. Frost & Sullivan research has found that there are hundreds of customer care outsourcers in North America. While competition among vendors is fierce, there are fewer than twenty global Tier I outsourcing firms that dominate the industry in North America. This Market Insight will explore how large Business Process Outsourcers (BPOs) are doubling down on their investments in technology solutions to bring added value to their clients. In preparing this report, Frost & Sullivan conducted interviews with executives from the following companies:
• Alorica
• Atento
• Sitel Group
• Teleperformance
• TELUS International
• TTEC (Formerly TeleTech)

Unless otherwise noted, the opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research, interviews and analysis. They do not necessarily reflect the views of the companies cited above. We sincerely thank these firms for their participation in this study. Frost & Sullivan has a global team of analysts and consultants, who continuously research a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering best practices in what we term growth, innovation, and leadership (GIL). These companies have a keen eye to the future, and drive innovation that meets future needs before they become commonly visible. They are often the first to market with new solutions. These service and solution providers focus on delivering the best products at optimal prices to maximize customer value and customer experience, and by doing so are growth leaders in their respective industries.

Author: Michael DeSalles