Outsourcing News : Article

Datamonitor Details Trends in Outsourcing

Research shows that contact center outsourcing vendors are struggling to adapt to industry-specific solutions for both new and established clients.

A report by independent market analyst, Datamonitor, says contact center outsourcing providers are set to face tremendous challenges with the emergence of late-adopting vertical markets.

According to their report, 2007 Trends to Watch: Contact Center Outsourcing and Services, the evolution of horizontal functions will also challenge contact center outsourcers, as more investors move toward one-stop-shops for multiple services. In addition, technological shifts will be an area of concern for outsourcing vendors, as end-users rapidly adopt new and sophisticated contact channels.

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Posted: Thursday, March 08, 2007