Analyst Corner

Infosys recognized in Gartner Market Guide for Customer Management BPO Service Providers 2020

Per Gartner, “Gartner’s definition of business process outsourcing is the delegation of one or more IT-intensive business process activities outsourced to a third-party service provider. This may include only services or a complete or hybrid outsourcing of the infrastructure, application, platform ownership and maintenance.”

In this space, Infosys has been recognized in the Gartner Market Guide for Customer Management BPO Service Providers 2020. Gartner says, “The Market Guide provides insight to the evolving customer management BPO services market and reviews key service providers managing marketing, sales and customer service processes. Sourcing, procurement and vendor management leaders should use it to identify providers that align to business needs.”

The key findings of the report include:

• “Disruption in offshore services due to the global pandemic (COVID-19) in key locations such as the Philippines and India, will make clients reevaluate their strategies as well as business continuity plans.
• The level of complexity for traditional voice-based services is increasing and so is customer expectation, which is increasing the cost per call. Buyers are seeking to increase services across alternative digital channels, such as webchat and mobile apps, along with video services and video chat, leading to continued growth in nonvoice multichannel and digital services.
• Buyers are increasingly focused on ROI derived from consistent delivery of customer experience (CX) as a key differentiator, especially customer journeys and customer engagement life cycles. This strategy is far more customer-centric than the former input-based metrics (e.g., average handle time). Also, it is aligned to key business goals such as customer retention.
• The current pandemic, growing protectionism and increasing trade barriers coupled with technology advances in digital services and competitively priced automation services are expected to drive increasing demand for onshore, work-at-home and digital services delivery.”

Click here to read the full report.

Attribution

Gartner, Market Guide for Customer Management BPO Service Providers, Jaideep Thyagarajan, TJ Singh, Deborah Alvord, 2 July 2020

Disclaimer

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.