Contact Center Outsourcing Report: Provider Switching and Consolidation Plus Increased Scope Accounts for Larger Deals




Everest Group’s recently released report, Contact Center Outsourcing Annual Report 2014: Changing Times, Evolving Value Proposition notes that the Contact Center Outsourcing (CCO) market has experienced increasing maturation in the last several years, a development that has resulted in significant service evolution: Most notable, as the market matures and develops, enterprise buyers are seeking ever more value (particularly value beyond labor arbitrage) from their outsourcing contra...
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