CBI Market Intelligence on Outsourcing product factsheets (ITO & BPO) – 2019

We have conducted market research on behalf of CBI into the EU market for IT and business process outsourcing services (ITO and BPO). The CBI studies aim to support service providers from developing countries who like to enter the European market. It provides them with up-to-date information and concrete tips.

Products

contact centre services, (industrial) Internet of Things, software development services

Year

2019 – 2020

Country

Developing countries, EU (general)

Type of activity

  • Market research & intelligence

Year

2019 – 2020

Country

Developing countries, EU (general)

Type of activity

  • Market research & intelligence

Our research on the outsourcing of specific IT services and business processes covers trends, buyer requirements, competition, market channels and segments. In addition, it includes an extensive product description, relevant statistics and price information.

In 2019, we created 3 product factsheets:

  • contact centre services
  • (industrial) Internet of Things
  • software development services

Activities

  • Qualitative research, e.g. personal interviews with sector experts, EU associations and other stakeholders.
  • Desk research using information from sector associations, trade reports and magazines on outsourcing / IT / business processes, webinars, social media, etc.
  • Monitoring social media, e-newsletters, blogs by experts and the like.
  • Analysis of additional indicators and statistical sources.

Results

  • Contact centre services factsheet
    • Analysis of the European market and promising target countries.
    • Trends: omnichannel services, opportunity centres, Artificial Intelligence (AI), cloud computing, self-service and social media.
    • Requirements, including cold calling, copyright, GDPR, ePrivacy and several additional and/or niche market requirements.
    • Market channels and segments (vertical and horizontal).
    • Competition: countries, companies and products.
    • Prices.
  • (Industrial) Internet of Things
    • Analysis of the European market and promising target countries.
    • Trends: digital transformation, 5G, machine learning & AI, niches, national IIoT initiatives, security and competing platforms & standards.
    • Requirements, including copyright, GDPR, ePrivacy and several additional and/or niche market requirements.
    • Market channels and segments (vertical and horizontal).
    • Competition: countries, companies and products.
    • Prices.
  • Software development services
    • Analysis of the European market and promising target countries.
    • Trends: digital transformation & automation, VR/AR & mixed reality, AI, IoT, progressive web applications, programming languages and Low Code.
    • Requirements, including copyright, GDPR, ePrivacy and several additional and/or niche market requirements.
    • Market channels and segments (vertical and horizontal).
    • Competition: countries, companies and products.
    • Prices.

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