This market research report provides a comprehensive analysis of the global technical support outsourcing market by service (call center technical support outsourcing and helpdesk support outsourcing). It outlines the market shares for key regions such as the Americas, APAC, and EMEA. The key vendors analyzed in this report are Hudson Software, Inforonics Global Services, Qcom Outsourcing, and Wipro.
Technavio’s market research analyst predicts the global technical support outsourcing market to grow at a CAGR of more than 6% during the forecast period. Cost reduction for businesses is a key growth driver for this market.
Global companies increasingly outsource technical support services that would otherwise require more infrastructure, capital investment, and human resources. Outsourcing technical support functions to third-party service providers enables these firms to cut costs associated with hiring and training tech support specialists.
It also helps companies to apply the concept of lean production into their operations. Labor arbitrage is another prospective benefit of outsourcing.
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The consumerization of IT is also expected to aid market growth over the next four years. The emergence of cloud-based solutions has revolutionized the mode of outsourcing business processes as SMEs depend on outsourcing services for the efficient functioning of different processes.
Cloud-based helpdesk software enables helpdesk representatives to store client's information on the cloud and provide customized support services. Cloud-based services enhance helpdesk trouble ticket management and help companies to focus more on productive activities.
End-users have been seeking cloud-based solutions with the expansion of mobile services and popularity of mobile devices thereby helping streamline applications to ensure continuous support.
Competitive landscape and key vendors
The global technical support outsourcing market is highly fragmented with the presence of large and small players. This report expects the market competition to intensify further with many players foraying into the market space.
Players in the market are constantly looking for ways to increase their market share through M&A. The growth of players in the market depends on both technical and domain expertise, product and service portfolios, and quality-oriented low-cost technical support services.
Vendors are shifting focus to developing skills in the cloud, social media, and mobility to harness the existing opportunities and gain a competitive advantage.
The leading vendors in the market are -
- Hudson Software
- Inforonics Global Services
- Qcom Outsourcing
Other prominent vendors in the market include Atos, Attivasoft, CGI Group, Ciber, CompuCom, CSC, Dell, Dynasis, Fujitsu, Genpact, Getronics, HCL, HP, IBM, iYogi, Kayako, Maintech, Northrop Grumman, Pomeroy, Stefanini, Support.com, TCS, TELUS International, T-Systems, Unisys, and Xerox.
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Segmentation by service and analysis of the technical support market
- Call center technical support outsourcing
- Helpdesk support outsourcing
The call center segment accounted for a majority of the market share during 2015 and is expected to retain its market dominance until the end of 2020. Call center technical support outsourcing is an alternative to in-house technical support operations.
In today's competitive marketplace, better customer service and retention are the key factors for most organizations to succeed. Providing in-house call center service has become expensive due to continued customer care.
The rising costs and the need for better customer service are driving organizations to outsource customer support operations. Moreover, the technical expertise and experience of external service provider enable the organization to provide better customer service.
Geographical segmentation and analysis of the technical support market
During 2015, the Americas were the largest contributor to the market, accounting for more than half of the market share. The growth in the Americas is driven by increased demand for outsourcing among large enterprises that seek modernization of hardware, replacement of legacy systems, call center technical support, and cost savings during economic uncertainty.
North America is one of the key contributors to the global technical support outsourcing market with an increased number of SMEs offering innovative services such as cloud-based helpdesk support. The rapid emergence of outsourcing service providers in Latin America is also anticipated to boost market growth in this region.
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