New IDC MarketScape Provides a Vendor Assessment of the Worldwide Customer Care BPO Market for 2013

FRAMINGHAM, Mass. April 24, 2013 – International Data Corporation (IDC) has published a new vendor assessment profiling the leading providers in the worldwide customer care business process outsourcing (BPO) market. The MarketScape report found that Aegis, IBM, Teleperformance, and West Corporation are Leaders in the customer care BPO market for 2013.

"The customer care BPO market has reached a high level of maturity, yet the dynamics of customer interactions are causing a fundamental shift in the demand for and delivery of these services," said Melissa O'Brien, research analyst, Customer Care BPO Services. "The dynamic changes in the way that customers connect with companies, in particular via mobile and social, combined with companies' newly focused look at customer experience are pushing customer care BPO providers to move deeper into their clients' operations and have a greater impact on their business."

The other vendors considered as part of this IDC MarketScape analysis are Alorica, APAC, Computer Generated Solutions, Inc. (CGS), Convergys, Hewlett Packard, Sitel, Stream Global Services, Sykes, TeleTech, and Xerox.

IDC believes the four pillars comprising the 3rd Platform – Big Data and analytics, Cloud, Mobile, and Social – will have a fundamental impact on customer care processes and in advancing how customer care BPO services are delivered in the coming years. Customer care BPO providers should be aware of the above trends and ensure that they are making the appropriate investments to complement their portfolios so that they can lead customers on the journey to customer experience modernization.

The report, IDC MarketScape: Worldwide Customer Care BPO Vendor Assessment 2013 (IDC #240710) represents a vendor assessment of the customer care BPO market through the IDC MarketScape model. Extensive buyer input was used to generate this research, including phone interviews of the participating vendors' clients, totaling 31 buyer interviews. This assessment discusses both quantitative and qualitative characteristics that explain a vendor's success in this market. With a focus on the market in the United States, the evaluation is based on a comprehensive and rigorous framework that assesses vendors relative to the criteria and one another and highlights the factors expected to be the most influential for success in the market in both the short term and the long term

About IDC MarketScape

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of IT, telecommunications, or industry-specific suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT, telecommunications, or industry-specific vendors can be meaningfully compared. The framework also provides technology buyers with a transparent foundation to allow companies to independently compare the strengths and weaknesses of current and prospective vendors.

For more information about IDC MarketScape, please contact Karen Moser at

About IDC

International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology, telecommunications, and consumer technology markets. IDC helps IT professionals, business executives, and the investment community to make fact-based decisions on technology purchases and business strategy. More than 1,000 IDC analysts provide global, regional, and local expertise on technology and industry opportunities and trends in over 110 countries. For more than 49 years, IDC has provided strategic insights to help our clients achieve their key business objectives. IDC is a subsidiary of IDG, the world's leading technology media, research, and events company. You can learn more about IDC by visiting