We believe CRM outsourcing players will move to diversify how they do business in 2013, especially in terms of delivery models and demand markets. As a result, outsourcers will be well positioned to exceed the limited growth rates that have plagued traditional third-party contact centers over the last three years.
There will be limited consumer demand in developed consumer economies in 2013. However, Ovum believes that CRM outsourcers can find new revenue opportunities in rapidly developing economies.
Social media will be one of the most in-demand delivery channels in 2013, and CRM outsourcers will need to ensure that their capabilities in this domain are as visible as possible.
Mobility will change the CRM dynamic in 2013, and contact center providers must ensure that they have the knowledge and capabilities to use this platform to facilitate interactions for their enterprise clients.
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