This IDC Flash provides an overview of a familiarization tour event — held on April 11 and 12, 2013, and attended by a group of industry analysts — at Alorica's operations in Santo Domingo, Dominican Republic.

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This IDC Vendor Profile outlines and evaluates the business process outsourcing (BPO) services provided by Tata Consultancy Services (TCS). The BPO business information details as outlined in the document are provided by TCS, and the ana ...

This IDC Insight discusses IBM's point of view about an emerging client agenda discussed at an event held in New York (Leveraging Data and Analytics to Transform the Front Office, November 2012). IBM's consulting, business analytics, com ...

The customer care BPO industry is certainly undergoing some major changes, and 2012 brought many examples of the market's reaction to a shift in buyer needs. This has been a year of striving for competitive differentiation and aiming to sta ...

This IDC Presentation provides a general overview of the customer care BPO market in 2012. Market factors that are examined include the shifting of interactions from primarily voice based to other channels, mobile customer care, and emer ...

This IDC update — using IDC's BuyerPulse Services Deals database, a database containing more than 43,000 deals — provides an in-depth analysis of the top 100 worldwide outsourcing deals in 2011 as well as trending analysis of the top 100 ...

This IDC Presentation analyzes worldwide customer spending on customer care BPO deals for 2006–2011. Within this study, IDC examines spending by geography, deal size, and industry sector. It also highlights differing trends in discrete a ...

This IDC Presentation is part of a broader buyer study that provides results of a comprehensive survey into U.S. customer buying patterns and adoption of mobility services for customer care BPO services by organizations that employ 1,000 ...

This IDC Vendor Profile highlights Convergys' Home Agent Solutions service offering. The home-based agent delivery model is the use of home-based customer care agents to field customer care inquiries. These virtual agents facilitate call ...

This IDC study provides IDC's forecast for the worldwide outsourced customer care services market for 2012–2016. This study highlights key assumptions and drivers that are creating changes and driving growth in this market. IDC expects t ...

In a demand-side survey conducted in the latter half of 2011, IDC asked buyers and potential buyers of outsourced customer care about their preferences on purchasing customer care services as well as their perspective on many of the rele ...

This IDC presentation provides results of a survey on U.S. customer preferences for third party contact center services, aka customer care services, by companies that employ 1,000 or more people. The survey involved 350 respondents from ...