2010 Leading Providers of Knowledge Process Outsourcing

Introduction

The global knowledge process outsourcing (KPO) market activity picked up in 2010 following a slump in the overall outsourcing market in 2008 and 2009. The contract activity in the market has shown an increase in terms of the number of contracts and an increase in complexity of work outsourced.

Features and benefits

• Results of the world's largest primary research project on customer satisfaction with KPO service provision.
• Analysis of activity by region and industry in the global KPO market.

Highlights

This report combines primary research on customer satisfaction with assessments of market activity to present a multifaceted view of the KPO industry today.

Your key questions answered

• Which KPO service providers provide the highest levels of customer satisfaction?
• Which factors do clients consider most important when assessing satisfaction with KPO service delivery?

Table Of Contents

Executive Summary
Niche players do well on customer satisfaction
Expansion of delivery capabilities remain a priority
Strategic alliances strengthen offerings
LPO market witnesses strong growth
KPO vendors focus on specific verticals to differentiate their value proposition

OVERVIEW
Summary
Methodology
Satisfaction criteria
Questionnaire design

SURVEY FINDINGS 2010: OVERALL SATISFACTION
Overview
5-Step quality assurance procedure

SURVEY FINDINGS 2010: PERFORMANCE CRITERIA
Summary of BBO rankings
Requirements awareness
Shared goals
Financial benefits
Risk mitigation
Partnership approach
Problem resolution
Corporate reputation
Skills and resources
Future orientation

GLOBAL KPO CONTRACT ACTIVITY
Overview of Datamonitor's contracts database
KPO categories
Nature of contract signings illustrates growing acceptance of the KPO model
Client partnerships
KPO contract activity
Increasing activity in the KPO market
A market for deals of smaller values
Economic uncertainties forcing businesses to outsource
LPO contracts drive significant portion of activity in 2010
Large clients increasing outsourcing
R&D and analytics outsourcing showed consistent contracts activity

MARKET TRENDS IN KPO
Overview
Market segmentation
Levels of KPO services
KPO – the next stage of outsourcing
Enhanced M&A activity in recent years
Consolidation driving delivery capabilities
Companies divesting captive back-office businesses
India continues to remain a leading offshore location for KPO delivery
Option of nearshore outsourcing gaining importance
Use of technology platforms enables product differentiation

KPO VENDOR LANDSCAPE
Strong presence in India
Many KPO vendors focus on specific vertical markets
Vendors enhancing their capabilities through alliances

VENDOR PROFILES
Introduction

ACCENTURE
Business description
Revenue breakdown
Clients
Major services and solutions
Key facts
Recent developments

AMBA RESEARCH
Business description
Clients
Major services and solutions
Key facts
Recent developments

CAPGEMINI
Business description
Revenue breakdown
Clients
Major services and solutions
Key facts
Recent developments

COPAL PARTNERS
Business description
Clients
Major services and solutions
Key facts
Recent developments

ECLERX SERVICES
Business description
Revenue breakdown
Clients
Major services and solutions
Key facts
Recent developments

EVALUESERVE
Business description
Clients
Major services and solutions
Key facts
Recent developments

GENPACT
Business description
Revenue breakdown
Clients
Major services and solutions
Key facts
Recent developments
IBM
Business description
Revenue breakdown
Clients
Major services and solutions
Key facts
Recent developments

INFOSYS
Business description
Revenue breakdown
Clients
Major services and solutions
Key facts
Recent developments

QUINTILES
Business description
Clients
Major services and solutions
Key facts
Recent developments

MU SIGMA
Business description
Clients
Major services and solutions
Key Facts
Recent developments

PANGEA3
Business description
Clients
Major services and solutions
Key facts
Recent developments

SG ANALYTICS
Business description
Clients
Major services and solutions
Key facts
Recent developments

THE SMART CUBE
Business description
Clients
Major services and solutions
Key facts
Recent developments

UNITEDLEX
Business description
Clients
Major services and solutions
Key facts
Recent developments

APPENDIX
Methodology
Further reading
Ask the analyst
Disclaimer