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Growth Strategies in Outsourcing: High value IT outsourcing sectors and vertical markets is a new management report that highlights the outsourcing sectors and vertical industries that will provide IT services providers with significant profit opportunities to 2007 and beyond. This report analyses the key data and market trends that are shaping the outsourcing market and provides insight into how vendors can be used to exploit the opportunities that arise.

Table of Contents
 
Growth Strategies in Outsourcing
 
Executive Summary 9
 
Introduction 9
 
Business process outsourcing 9
 
Human resources outsourcing 10
 
Offshore/onshore delivery 11
 
Utility/on-demand delivery 12
 
Vertical focus: Financial services 12
 
Vertical focus: Public sector 13
 
Vertical focus: Retail 14
 
Vertical focus: Telecoms 15
 
Chapter 1 Introduction 17
 
Summary 17
 
Introduction 17
 
Definitions 18
 
BPO 18
 
Human resources outsourcing 19
 
Utility/on-demand pricing 20
 
Offshore delivery 21
 
Right-shore/near-shore delivery 22
 
Chapter 2 Business process outsourcing 24
 
Summary 24
 
Introduction 25
 
Drivers 25
 
ERP 26
 
iv
 
Market dynamics 29
 
Market sizing 30
 
Competitive dynamics 31
 
Accenture 32
 
ACS 33
 
CGE&Y 33
 
Capita 34
 
Cognizant 34
 
CSC 35
 
EDS 35
 
HP Services 36
 
IBM Global Services 37
 
Opinion 38
 
Chapter 3 Human resources outsourcing 41
 
Summary 41
 
Introduction 41
 
Market dynamics 43
 
Competitive dynamics 45
 
Accenture 45
 
ACS 46
 
Convergys 47
 
Fidelity Employer Services 48
 
Hewitt Associates 49
 
IBM Global Services 50
 
Opinion 51
 
Chapter 4 Offshore/onshore outsourcing 55
 
Summary 55
 
Introduction 56
 
Market dynamics 56
 
Offshore BPO 57
 
Right shore/near-shore 58
 
Competitive dynamics 60
 
Indian service providers 61
 
Western service providers 63
 
Barriers and challenges 68
 
India 68
 
Offshore 70
 
Onshore 73
 
v
 
Chapter 5 Utility/on-demand delivery 76
 
Summary 76
 
Introduction 76
 
Competitive dynamics 77
 
Chapter 6 Vertical focus: Financial services 83
 
Summary 83
 
Infrastructure outsourcing 84
 
Europe vs North America 85
 
Opportunity identification 86
 
Line of business variations 88
 
Summary 90
 
Customer contact centers 91
 
Offshore 91
 
Onshore 93
 
BPO in financial services 96
 
Insurance 96
 
Banking 99
 
Key vendors 102
 
Cognizant 103
 
eFunds 103
 
ICICI OneSource 103
 
Infosys 103
 
Sapient 104
 
Tata Consultancy Services 104
 
Wipro 104
 
Chapter 7 Vertical focus: Public sector 107
 
Summary 107
 
Introduction 108
 
Market dynamics 109
 
The ‘US Government factor’ 110
 
M&A activity 113
 
Competitve dynamics 114
 
Accenture 114
 
ACS 114
 
BT Global Services 115
 
Capita 116
 
vi
 
CSC 117
 
EDS 118
 
IBM GS 118
 
Chapter 8 Vertical focus: Retail 120
 
Summary 120
 
Introduction 120
 
Market dynamics 121
 
BPO in retail 122
 
Chapter 9 Vertical focus: Telecoms 127
 
Summary 127
 
Introduction 127
 
Market dynamics 128
 
Competitive dynamics 131
 
Telecoms turned service provider 133
 
Conclusion 135
 
Index 136
 
List of Figures
 
Figure 3.2: HR outsourcing contracts by vendor 43
 
Figure 3.3: HR outsourcing contracts by region 44
 
Figure 6.3: Infrastructure outsourcing: Europe vs North America 86
 
Figure 6.4: Infrastructure outsourcing growth by opportunity segment in North American
 
financial services, 2003-2006 88
 
Figure 6.5: Line of business infrastructure outsourcing variations 89
 
Figure 6.6: Offshore outsourcing poses no serious risk to western financial services job markets 93
 
Figure 6.7: Offshore outsourcing continue to be the primary threat to the onshore contact center
 
outsourcers' business 94
 
Figure 6.8: Offshore outsourcing service provider positing 102
 
Figure 7.9: IT outsourcing deals by vertical sector 1Q04 109
 
vii
 
List of Tables
 
Table 2.2: Major BPO Contracts Involving ERP System Upgrades 28
 
Table 2.2: The 10 largest IT services contracts awards 1Q04 32
 
Table 4.4: Top 10 largest BPO firms in India 62
 
Table 4.5: Growth plans of western software and service providers in India 64
 
Table 6.6: Infrastructure outsourcing growth by opportunity segment in North American
 
financial services 2003-2006 88
 
Table 6.6: Infrastructure outsourcing spend growth by line of business and infrastructure service
 
2003-2006 90
 
Table 6.7: Offshore outsourced financial services agent positions as share of total financial
 
services agent positions, 2004-2007 93
 
Table 6.8: The BPO strategy of five major insurers 98
 
Table 6.9: Third-party BPO activities of major banks 101
 
Table 7.10: The 10 largest IT services M&As in 2003 113
 
Table 8.11: The 10 largest IT outsourcing deals in retail in last 12 months 121
 
Table 8.12: Key retail BPO deals signed in last 12 months 123
 
Table 9.13: Outsourcing strategies of the 10 largest telecoms operators 130
 
Table 9.14: The 10 largest IT outsourcing deals in telecoms in last 5 years 132