Cloud BPO Market to 2025 by Service (Human Resource, E-Commerce, Finance and Accounting, Customer Care, Sales & ing, and Others), and Vertical (BFSI, Telecom & IT, Healthcare, Automotive, Manufacturing, Food and Beverage, Power & Energy, Consumer Electronics and Others) - Global Analysis and Forecast
- THE3206742
- 221 Pages
- November 2017
- ICT & Media
High adoption of cloud computing in different regions is providing significant opportunities for the providers of cloud BPO services to increase the market share in the regions. By the end of 2016, the cloud computing industry had achieved significant adoption across all the major industries worldwide. Owing to this trend the companies are anticipated to produce high quality service by adopting cloud based technology. In coming years, the cloud adoption is further expected to lighten up the business process outsourcing services by cost effectiveness and automated processes.
Also, the customers in today's highly competitive environment are well aware about their burgeoning power and value as they have encountered with the digital economy and attained access to various services worldwide. This has further raised their expectations with respect to cloud based services as organizations have become more aware about the benefits of cloud based BPO services. The cloud as a core platform has been already been leveraged by the clients as a novel external as well as internal initiative, which has subsequently increased the competition among the BPO service providers, further motivating them to adopt improvised technologies such as cloud based technologies to serve their customers/clients in a better way
Rising concerns regarding data security as a restraining factor in the market such as security concerns regarding data breach, ransomware, malware injection and DoS (Denial of Service).
The overall market size has been derived using both primary and secondary source. The research process begins with an exhaustive secondary research using internal and external sources to obtain qualitative and quantitative information related to the market. It also provides the overview and forecast for the global Cloud BPO market based on all the segmentation provided with respect to five major reasons such as North America, Europe, Asia-Pacific, Middle East and Africa, and South America. Also, primary interview were conducted with industry participants and commentators in order to validate data and analysis. The participants who typically take part in such a process include industry expert such as VPs, business development managers, market intelligence managers and national sales managers, and external consultant such as valuation experts, research analysts and key opinion leaders specializing in the cloud BPO industry.
1 Table of Contents 2
1.1 List of Tables 10
1.2 List of Figures 11
2 Introduction 14
2.1 Scope of the Study 14
2.2 The Insight Partners Research Report Guidance 14
3 Key Takeaways 16
4 Cloud BPO Market Landscape 19
4.1 Market Overview 19
4.3 Market Segmentation 20
4.3.1 Global Cloud BPO Market - By Services 21
4.3.2 Global Cloud BPO Market - By Vertical 22
4.3.3 Global Cloud BPO Market - By Geography 22
4.4 PEST Analysis 24
4.4.1 North America PEST Analysis 24
4.4.2 Europe PEST Analysis 27
4.4.3 Asia Pacific PEST Analysis 30
4.4.4 Middle East & Africa PEST Analysis 32
4.4.5 South America PEST Analysis 35
4.5 Cloud BPO Ecosystem Analysis 37
5 Global Market - Key Industry Dynamics 38
5.1 Key Market Drivers 38
5.1.1 Reduction in operational cost & agility offered by the Cloud BPO 38
5.1.2 Compulsion for enhancement of customer service 38
5.2 Key Market Restraints 39
5.2.1 Rising concerns regarding data security 39
5.2.2 Lack of cloud infrastructure in third world countries 39
5.3 Key Market Opporunities 40
5.3.1 Rising Trend of cloud computing 40
5.4 Future Trends 40
5.4.1 Rising demand for robotic process automation 40
5.4.2 Intelligent automation is expected to drive down costs 40
5.5 Impact Analysis of Drivers and Restraints 41
6 Cloud BPO Market - Global 42
6.1 Global Cloud BPO Market Overview 42
6.2 Global Cloud BPO Market Forecast and Analysis 42
7 Global Cloud BPO Market Analysis - By Service 44
7.1 Overview 44
7.2 Human Resource 45
7.2.1 Overview 45
7.2.2 Global Human Resource Market Revenue and Forecasts to 2025 (US$ Mn) 45
7.3 E-Commerce 47
7.3.1 Overview 47
7.3.2 E-Commerce Market Revenue and Forecasts to 2025 (US$ Mn) 47
7.4 Finance and Accounting 48
7.4.1 Overview 48
7.4.2 Finance and Accounting Market Revenue and Forecasts to 2025 (US$ Mn) 48
7.5 Customer Care 49
7.5.1 Overview 49
7.5.2 Customer Care Market Revenue and Forecasts to 2025 (US$ Mn) 50
7.6 Sales & Marketing 51
7.6.1 Overview 51
7.6.2 Sales & Marketing Market Revenue and Forecasts to 2025 (US$ Mn) 51
7.7 Others 52
7.7.1 Overview 52
7.7.2 Others Market Revenue and Forecasts to 2025 (US$ Mn) 52
8 Global Cloud BPO Market Analysis - By Vertical 54
8.1 Overview 54
8.2 BFSI 55
8.2.1 Overview 55
8.2.2 Global BFSI Market Revenue and Forecasts to 2025 (US$ Mn) 55
8.3 Telecom & IT 56
8.3.1 Overview 56
8.3.2 Global Telecom & IT Market Revenue and Forecasts to 2025 (US$ Mn) 56
8.4 Healthcare 58
8.4.1 Overview 58
8.4.2 Global Healthcare Market Revenue and Forecasts to 2025 (US$ Mn) 58
8.5 Automotive 59
8.5.1 Overview 59
8.5.2 Global Automotive Market Revenue and Forecasts to 2025 (US$ Mn) 59
8.6 Manufacturing 61
8.6.1 Overview 61
8.6.2 Global Manufacturing Market Revenue and Forecasts to 2025 (US$ Mn) 61
8.7 Food and Beverage 62
8.7.1 Overview 62
8.7.2 Global Food and Beverage Market Revenue and Forecasts to 2025 (US$ Mn) 62
8.8 Power & Energy 63
8.8.1 Overview 63
8.8.2 Global Power & Energy Market Revenue and Forecasts to 2025 (US$ Mn) 64
8.9 Consumer Electronics 65
8.9.1 Overview 65
8.9.2 Global Consumer Electronics Market Revenue and Forecasts to 2025 (US$ Mn) 65
8.10 Others 66
8.10.1 Overview 66
8.10.2 Global Others Market Revenue and Forecasts to 2025 (US$ Mn) 67
9 Global Cloud BPO Market - Geographical Analysis 68
9.1 Overview 68
9.2 North America Cloud BPO Market Revenue and Forecasts to 2025 69
9.2.1 Overview 69
9.2.2 North America Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 69
9.2.3 North America Cloud BPO Market Breakdown by Key Countries 71
9.2.3.1 US Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 72
9.2.3.2 Canada Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 73
9.2.3.3 Mexico Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 74
9.2.4 North America Cloud BPO Market Breakdown by Services 74
9.2.5 North America Cloud BPO Market Breakdown by Vertical 76
9.3 Europe Cloud BPO Market Revenue and Forecasts to 2025 78
9.3.1 Overview 78
9.3.2 Europe Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 78
9.3.3 Europe Cloud BPO Market Breakdown by Key Countries 80
9.3.3.1 France Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 81
9.3.3.2 Germany Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 82
9.3.3.3 Italy Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 83
9.3.3.4 Spain Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 84
9.3.3.5 UK Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 85
9.3.3.6 Rest of Europe Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 86
9.3.4 Europe Cloud BPO Market Breakdown by Services 87
9.3.5 Europe Cloud BPO Market Breakdown by Vertical 88
9.4 Asia Pacific (APAC) Cloud BPO Market Revenue and Forecasts to 2025 90
9.4.1 Overview 90
9.4.2 Asia Pacific Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 90
9.4.3 Asia Pacific Cloud BPO Market Breakdown by Key Countries 92
9.4.3.1 Japan Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 93
9.4.3.2 China Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 94
9.4.3.3 India Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 95
9.4.3.4 Australia Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 96
9.4.3.5 Rest of APAC Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 97
9.4.4 Asia Pacific Cloud BPO Market Breakdown by Services 98
9.4.5 Asia Pacific Cloud BPO Market Breakdown by Vertical 99
9.5 Middle East & Africa (MEA) Cloud BPO Market Revenue and Forecasts to 2025 100
9.5.1 Overview 100
9.5.2 Middle East & Africa Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 101
9.5.3 Middle East & Africa Cloud BPO Market Breakdown by Key Countries 102
9.5.3.1 Saudi Arabia Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 103
9.5.3.2 UAE Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 104
9.5.3.3 South Africa Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 105
9.5.4 Middle East & Africa Cloud BPO Market Breakdown by Services 106
9.5.5 Middle East & Africa Cloud BPO Market Breakdown by Vertical 107
9.6 South America Cloud BPO Market Revenue and Forecasts to 2025 108
9.6.1 Overview 108
9.6.2 South America Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 109
9.6.3 South America Cloud BPO Market Breakdown by Key Countries 110
9.6.3.1 Brazil Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 111
9.6.3.2 Rest of SAM Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 112
9.6.4 South America Cloud BPO Market Breakdown by Services 113
9.6.5 South America Cloud BPO Market Breakdown by Vertical 114
10 Industry Landscape 116
10.1 Market Initiative 116
10.2 Merger and Acquisition 118
10.3 New Development 118
11 Competitive Landscape 119
11.1 Competitive Product Mapping 119
11.2 Market Positioning 120
12 Global Cloud BPO Market - Key Company Profiles 121
12.1 Firstsource Solutions Ltd. 121
12.1.1 Key Facts 121
12.1.2 Business Description 121
12.1.3 Financial Overview 122
12.1.4 SWOT Analysis 123
12.1.5 Key Developments 125
12.2 WNS (Holdings) Ltd. 127
12.2.1 Key Facts 127
12.2.2 Business Description 127
12.2.3 Financial Overview 128
12.2.4 SWOT Analysis 129
12.2.5 Key Developments 131
12.3 Infosys Ltd. 132
12.3.1 Key Facts 132
12.3.2 Business Description 132
12.3.3 Financial Overview 133
12.3.4 SWOT Analysis 134
12.3.5 Key Developments 136
12.4 HCL Technologies Ltd. 138
12.4.1 Key Facts 138
12.4.2 Business Description 138
12.4.3 Financial Overview 139
12.4.4 SWOT Analysis 140
12.4.5 Key Developments 142
12.5 Genpact Ltd. 143
12.5.1 Key Facts 143
12.5.2 Business Description 143
12.5.3 Financial Overview 144
12.5.4 SWOT Analysis 145
12.5.5 Key Developments 147
12.6 Capgemini SE 149
12.6.1 Key Facts 149
12.6.2 Business Description 149
12.6.3 Financial Overview 150
12.6.4 SWOT Analysis 151
12.6.5 Key Developments 153
12.7 CA, Inc. 154
12.7.1 Key Facts 154
12.7.2 Business Description 154
12.7.3 Financial Overview 155
12.7.4 SWOT Analysis 156
12.7.5 Key Developments 158
12.8 Atos SE 159
12.8.1 Key Facts 159
12.8.2 Business Description 159
12.8.3 Financial Overview 160
12.8.4 SWOT Analysis 161
12.8.5 Key Developments 163
12.9 Tata Consultancy Services Ltd. 164
12.9.1 Key Facts 164
12.9.2 Business Description 164
12.9.3 Financial Overview 165
12.9.4 SWOT Analysis 166
12.9.5 Key Developments 168
12.10 DXC Technology Company (Formerly CSC) 169
12.10.1 Key Facts 169
12.10.2 Business Description 169
12.10.3 Financial Overview 170
12.10.4 SWOT Analysis 170
12.10.5 Key Developments 172
12.11 Sungard 174
12.11.1 Key Facts 174
12.11.2 Business Description 174
12.11.3 Financial Overview 175
12.11.4 SWOT Analysis 175
12.11.5 Key Developments 177
12.12 Accenture PLC 178
12.12.1 Key Facts 178
12.12.2 Business Description 178
12.12.3 Financial Overview 179
12.12.4 SWOT Analysis 180
12.12.5 Key Developments 183
12.13 ADP, LLC 184
12.13.1 Key Facts 184
12.13.2 Business Description 184
12.13.3 Financial Overview 185
12.13.4 SWOT Analysis 186
12.13.5 Key Developments 188
12.14 IBM Corporation 189
12.14.1 Key Facts 189
12.14.2 Business Description 189
12.14.3 Financial Overview 190
12.14.4 SWOT Analysis 190
12.14.5 Key Developments 193
12.15 Oracle Corporation 196
12.15.1 Key Facts 196
12.15.2 Business Description 196
12.15.3 Financial Overview 197
12.15.4 SWOT Analysis 198
12.15.5 Key Developments 200
12.16 SAP SE 202
12.16.1 Key Facts 202
12.16.2 Business Description 202
12.16.3 Financial Overview 203
12.16.4 SWOT Analysis 203
12.16.5 Key Developments 206
12.17 Xerox Corp. 208
12.17.1 Key Facts 208
12.17.2 Business Description 208
12.17.3 Financial Overview 209
12.17.4 SWOT Analysis 210
12.17.5 Key Developments 212
12.18 Hewlett Packard Enterprise Co. 213
12.18.1 Key Facts 213
12.18.2 Business Description 213
12.18.3 Financial Overview 214
12.18.4 SWOT Analysis 214
12.18.5 Key Developments 216
13 Appendix 217
13.1 About The Insight Partners 217
13.2 Glossary of Terms 218
13.3 Methodology 219
13.3.1 Coverage 219
13.3.2 Secondary Research 219
13.3.3 Primary Research 220
13.4 Contact Us 221
13.5 Disclaimer 221
1.1 List of Tables
Table 1: Global Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 43
Table 2: North America Cloud BPO Market Revenue and Forecasts to 2025 - By Service (US$ Mn) 75
Table 3: North America Cloud BPO Market Revenue and Forecasts to 2025 - By Vertical (US$ Mn) 76
Table 4: Europe Market Revenue and Forecasts to 2025 - By Services (US$ Mn) 87
Table 5: Europe Cloud BPO Market Revenue and Forecasts to 2025 - By Vertical (US$ Mn) 89
Table 6: Asia Pacific Cloud BPO Market Revenue and Forecasts to 2025 - By Service (US$ Mn) 98
Table 7: Asia Pacific Cloud BPO Market Revenue and Forecasts to 2025 - By Vertical (US$ Mn) 99
Table 8: Middle East & Africa Cloud BPO Market Revenue and Forecasts to 2025 - By Service (US$ Mn) 106
Table 9: Middle East & Africa Cloud BPO Market Revenue and Forecasts to 2025 - By Vertical (US$ Mn) 108
Table 10: South America Cloud BPO Market Revenue and Forecasts to 2025 - By Service (US$ Mn) 113
Table 11: South America Cloud BPO Market Revenue and Forecasts to 2025 - By Vertical (US$ Mn) 115
Table 12: Glossary of Terms, Cloud BPO Market 218
1.2 List of Figures
Figure 1: HR Cloud BPO Market, Global Revenue (US$ Mn), 2016 & 2025 16
Figure 2: BFSI Cloud BPO Market, Global Revenue (US$ Mn), 2016 & 2025 17
Figure 3: APAC Cloud BPO Market, Global Revenue (US$ Mn), 2016 & 2025 18
Figure 4: Cloud BPO Market Segmentation 20
Figure 5: Cloud BPO Market Segmentation 21
Figure 6: North America PEST Analysis 24
Figure 7: Europe PEST Analysis 27
Figure 8: APAC PEST Analysis 30
Figure 9: MEA PEST Analysis 32
Figure 10: SAM PEST Analysis 35
Figure 11: Cloud BPO Ecosystem 37
Figure 12: Cloud BPO Market Impact Analysis of Driver and Restraints 41
Figure 13: Global Cloud BPO Market Breakdown By Services, 2016 & 2025 (%) 44
Figure 14: Human Resource Market Revenue and Forecasts to 2025 (US$ Mn) 46
Figure 15: E-Commerce Market Revenue and Forecasts to 2025 (US$ Mn) 48
Figure 16: Finance and Accounting Market Revenue and Forecasts to 2025 (US$ Mn) 49
Figure 17: Customer Care Market Revenue and Forecasts to 2025 (US$ Mn) 50
Figure 18: Sales & Marketing Market Revenue and Forecasts to 2025 (US$ Mn) 52
Figure 19: Others Market Revenue and Forecasts to 2025 (US$ Mn) 53
Figure 20: Global Cloud BPO Market Breakdown By System Type, 2016 & 2025 (%) 54
Figure 21: Global BFSI Market Revenue and Forecasts to 2025 (US$ Mn) 56
Figure 22: Global Telecom & IT Market Revenue and Forecasts to 2025 (US$ Mn) 57
Figure 23: Global Healthcare Market Revenue and Forecasts to 2025 (US$ Mn) 59
Figure 24: Global Automotive Market Revenue and Forecasts to 2025 (US$ Mn) 60
Figure 25: Global Manufacturing Market Revenue and Forecasts to 2025 (US$ Mn) 62
Figure 26: Global Food and Beverage Market Revenue and Forecasts to 2025 (US$ Mn) 63
Figure 27: Global Power & Energy Market Revenue and Forecasts to 2025 (US$ Mn) 64
Figure 28: Global Consumer Electronics Market Revenue and Forecasts to 2025 (US$ Mn) 66
Figure 29: Global Others Market Revenue and Forecasts to 2025 (US$ Mn) 67
Figure 30: Cloud BPO Market, Global Breakdown by Regions, 2016 & 2025 (%) 68
Figure 31: North America Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 70
Figure 32: North America Cloud BPO Market Breakdown by Key Countries, 2016 & 2025 (%) 71
Figure 33: US Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 72
Figure 34: Canada Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 73
Figure 35: Mexico Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 74
Figure 36: North America Cloud BPO Market Breakdown by Service, 2016 & 2025 (%) 75
Figure 37: North America Cloud BPO Market Breakdown by Vertical, 2016 & 2025 (%) 76
Figure 38: Europe Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 79
Figure 39: Europe Cloud BPO Market Breakdown by Key Countries, 2016 & 2025 (%) 80
Figure 40: France Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 81
Figure 41: Germany Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 82
Figure 42: Italy Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 83
Figure 43: Spain Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 84
Figure 44: UK Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 85
Figure 45: Rest of Europe Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 86
Figure 46: Europe Cloud BPO Market Breakdown by Services, 2016 & 2025 (%) 87
Figure 47: Europe Cloud BPO Market Breakdown by Vertical, 2016 & 2025 (%) 88
Figure 48: Asia Pacific Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 91
Figure 49: Asia Pacific Cloud BPO Market Breakdown by Key Countries, 2016 & 2025 (%) 92
Figure 50: Japan Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 93
Figure 51: China Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 94
Figure 52: India Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 95
Figure 53: Australia Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 96
Figure 54: Rest of APAC Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 97
Figure 55: Asia Pacific Cloud BPO Market Breakdown by Services, 2016 & 2025 (%) 98
Figure 56: Asia Pacific Cloud BPO Market Breakdown by Vertical, 2016 & 2025 (%) 99
Figure 57: Middle East & Africa Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 101
Figure 58: Middle East & Africa Cloud BPO Market Breakdown by Key Countries, 2016 & 2025 (%) 102
Figure 59: Saudi Arabia Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 103
Figure 60: UAE Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 104
Figure 61: South Africa Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 105
Figure 62: Middle East & Africa Cloud BPO Market Breakdown by Services, 2016 & 2025 (%) 106
Figure 63: Middle East & Africa Cloud BPO Market Breakdown by Vertical, 2016 & 2025 (%) 107
Figure 64: South America Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 109
Figure 65: South America Cloud BPO Market Breakdown by Key Countries, 2016 & 2025 (%) 110
Figure 66: Brazil Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 111
Figure 67: Rest of SAM Cloud BPO Market Revenue and Forecasts to 2025 (US$ Mn) 112
Figure 68: South America Cloud BPO Market Breakdown by Services, 2016 & 2025 (%) 113
Figure 69: South America Cloud BPO Market Breakdown by Vertical, 2016 & 2025 (%) 114
Figure 70: Cloud BPO Market Competitive Product Mapping 119
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