Table of Content

Table of Contents

Executive Summary
Key Findings

CX Outsourcers Ecosystem and Services
Scope of Research
CX Outsourcers Approach Clients with Transformation Solutions
CX Outsourcers Approach Clients with Transformation Solutions (continued)
CX Outsourcers Approach Clients with Transformation Solutions (continued)
Business Panorama—Outsourcers’ Perspective
Business Panorama—The Client Perspective
Key Business Variables in Europe—Scenario Analysis and Forecast
Key Business Variables in Europe—Scenario Analysis and Forecast (continued)

Digital Transformation of CX Outsourcing
Digital Transformation of CX Outsourcers
Diverse Demands from Customers Across Europe
IoT—Enabled Capabilities to Address CX Challenges
Analytics—Enabled Capabilities to Address CX Challenges
ML/AI—Enabled Capabilities to Address CX Challenges
Blockchain—Enabled Capabilities to Address CX Challenges
Technologies Development Timeline and Estimated Implementation

CX Outsourcing Solutions
Outsourcers Harness RPA to Enhance QoS (Speed of Response, Resolution Rate, Precision of Information)
Outsourcers Implement NLP to Route and Analyze Customer Calls
Outsourcers Implement Speech Analytics
Outsourcers Use Predictive Knowledge-based Solutions to Enhance Next Best Action
Digital Transformation Potential

Market Drivers and Restraints
Market Drivers
Market Drivers Discussed
Market Drivers Discussed (continued)
Market Restraints
Market Restraints Discussed
Market Restraints

CX Outsourcing Market Analysis
Market Size
Market Size Discussion
Recent Developments—Investments*
Recent Developments—Mergers and Acquisitions*
Recent Developments—Partnerships
Risks to Digitalization of CX in Europe
Revenue Percentage of Verticals
Vertical Analysis

CX Outsourcing Service Provider Profiles
CX Outsourcing Service Providers
Atento
Bosch Service Solutions
CGS
Infosys BPM
SITEL
Sutherland Global Services
Teleperformance
Transcom
TTEC
Webhelp

Growth Opportunities and Companies to Action
Growth Opportunity 1—Cybersecurity
Growth Opportunity 2—Consulting and Design
Growth Opportunity 3—Beyond Legacy Systems
Growth Opportunity 4—Solutions for Digital Native Consumers
Growth Opportunity 5—Business Continuity as a Service
Strategic Imperatives for Success and Growth

Key Takeaways
Key Takeaways
Effect of COVID-19
Legal Disclaimer

Appendix
List of Exhibits
List of Exhibits (continued)