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Customer Care Competitive Analysis

According to a recently released IDC study, the continued strength of the global economy will result in an improved market opportunity for customer care services in the near term, followed by solid growth from 2005 to 2009. The report, which provides detailed profiles of 27 leading and innovative customer care BPO providers, placing them within the context of developing trends and locating them within IDC's Leadership Grid, finds that customer care services will continue to gain traction over the next 12-18 months.

IDC estimates that 2004 worldwide customer care revenues totaled $45.8 billion and predicts the market will reach $83.5 billion by 2009, experiencing a five-year compound annual growth rate (CAGR) of 12.7 percent.

"The confluence of so many influential trends means that a new paradigm is emerging around the contact center, an understanding that service providers are leveraging the contact center not just to cut costs, but to help transform customer interaction into a new form of revenue generation and value-laden delivery."

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