The base year for this study is 2011. Due to the economy, the market demand for customer care outsourcing continues to grow. Market participants reported a solid organic revenue growth and secured significant deals with new and already existing clients. A solid growth is forecasted, and companies will be less concerned about losing control over customer interactions as providers in this market continue to deploy successful implementations, offer advanced services, and publish customer success stories. Finally, there have been some recent merger and acquisition activities in 2010 and 2011 worth noting.