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Introduction

This Ovum 2016 Trends To Watch report highlights the key market elements that contact center outsourcing vendors and clients need to watch for over the next 12-14 months.

Highlights

  • In 2016, economic preoccupations in several key demand markets will impact the ability of contact center service vendors to grow agent volumes.
  • Over the next 12 months, enterprise contact center decision-makers will place a greater emphasis than ever on data protection capabilities when choosing a vendor partner.
  • Customer experience will remain a key objective of enterprise contact center decision-makers in 2016.

Features and Benefits

  • Learn about the major trends for contact center outsourcing delivery and procurement in 2016.
  • Understand what enterprise contact center decision-makers will be prioritizing when choosing a vendor over the next 12 months.
  • Learn about the new offshore and nearshore delivery locations that should be on the radars of outsourced contact center vendors and clients.
  • Determine the extent to which specific value-added services will be important in the development of a strong third-party CRM offering in 2016.

Key questions answered

  • Which demand markets represent the best opportunities for contact center outsourcers in 2016?
  • Which criterion will enterprise contact center managers focus upon when choosing an outsourcing vendor in 2016?
  • What offshore and nearshore contact center outsourcing delivery markets are expected to emerge in 2016?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for vendors

Business trends and technology enablers

  • 2016 will be a disruptive year in contact center outsourcing

Mixed consumer demand in key demand markets

  • Expect limited call-volume growth in Canada, Brazil, Europe
  • Expect better conditions in the US, Australia, and New Zealand in 2016

Data protection top of mind for enterprises

  • Recent hacks have enterprises concerned about data security

Customer experience will be crucial in 2016

  • Business will continue to prioritize customer satisfaction
  • Vendors will win business by being thought leaders in customer experience in 2016

2016: The year of emerging nearshore locations

  • Enterprises will aim to diversify offshore delivery in 2016
  • Look for unconventional delivery centers to emerge in 2016

Appendix

  • Methodology
  • Further reading
  • Author

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