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市场调查报告书
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1549903

外包服务：市场占有率分析、产业趋势与统计、成长预测（2024-2029）

Outsourcing Services - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2024 - 2029)
出版日期: | 出版商: Mordor Intelligence | 英文 198 Pages | 商品交期: 2-3个工作天内

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简介目录

外包服务市场规模预计到 2024 年将达到 1.2 兆美元，预计到 2029 年将达到 1.39 兆美元，在预测期内（2024-2029 年）复合年增长率为 6.40%。

外包服务市场

越来越注重最大限度地减少营运费用、熟练劳动力短缺以及将先进技术引入外包服务等因素正在鼓励参与者开发新服务以占领市场占有率。预计市场在预测期内将显着成长。

主要亮点

  • 由于各种因素，越来越多的企业开始使用外包服务。主要因素之一是外包到人事费用较低的国家可能会节省成本，这可以显着减少与工资、社会福利和管理费用相关的费用。此外，公司透过将资源和管理工作集中在核心业务活动上来提高竞争力并促进成长。
  • 市场公司正在收购欧洲地区的各种外包公司，以扩大基本客群。例如，2024年2月，全球客户经验服务公司Konecta收购了英国业务流程外包公司Bespoke，加强了在英语市场的影响力。 Bespoke 的主要生产基地位于南非德班。
  • 此外，Konecta 在美国德克萨斯州圣安东尼奥开设了营运中心，扩大了英语语言服务。这些策略性措施符合 Konecta 更广泛的地理扩大策略，以更好地服务英语客户，特别是在境外外包服务方面。这些扩张巩固了 Konecta 作为行业重要参与者的地位。
  • 此外，云端处理在业务流程外包中的日益普及对 BPO 服务的采用产生了重大影响。云端运算正在帮助 BPO 营运商加快上市时间、降低成本并加强品管流程。
  • 此外，市场上的云端处理保证了即时运算支援和系统金钥、通用存取以及可根据所需业务目的随时调整的配置。这些好处预计将对预测期内业务流程外包领域云端处理的整体采用产生正面影响。
  • 然而，对资料安全、客製化、资料迁移、IT结构的动态需求、对最终用户定製成本的影响等的担忧预计将阻碍预测期内的市场成长。

外包服务市场趋势

资讯科技外包领域正在经历显着成长。

  • 市场越来越注重透过外包非核心业务来利用核心能力，依靠外包供应商来实现差异化，继续迁移到云端服务，并扩大虚拟基础设施的采用，从而增加了组织对 IT 的兴趣。此外，随着对数位转型的日益关注，组织越来越依赖 IT 服务可以提供的创造性应用程式的效能和增强功能。
  • 因此，组织正在进行策略转变，优先考虑其核心优势和关键能力，同时将非关键 IT业务外包给外部服务提供者。这一趋势认识到将内部资源和专业知识集中在直接有助于公司竞争优势和整体业务成长的活动上的重要性。
  • 这一转变背后的主要因素之一是认识到关注核心能力的重要性。公司越来越多地将其资源和专业知识投资用于直接有助于提高竞争优势的活动。外包非核心 IT业务使公司能够将注意力和资源集中在创新、产品开发和以客户为中心的计划上，从而提高市场定位和敏捷性。
  • 此外，由于中小企业增加了实施先进技术的投资，中小企业市场正在扩大。这些因素预计将在未来几年为 IT 外包供应商提供巨大的成长机会。
  • 例如，2023 年 5 月，三所英国大学在哈特里国家数位创新中心 (HNCDI) 计画下获得了总计 450 万英镑的资金，用于建立中小企业 (SME) 参与中心。纽卡斯尔大学、阿尔斯特大学和卡迪夫大学正致力于透过采用超级运算、资料分析、视觉运算和人工智慧（AI）等先进数位技术来提高中小企业的竞争力和成长，预计将提供有针对性的帮助。
  • 此外，云端采用率的提高透过提供可扩展、经济高效且灵活的解决方案，显着促进了 IT 外包市场的成长。 Flexera Software 的数据显示，截至 2024 年，73% 的受访企业已采用混合云。企业正在转向云端服务来降低基础设施成本并提高敏捷性。这项转变使 IT 外包供应商能够提供云端管理、整合和安全方面的专业服务。
  • 因此，公司可以专注于核心业务，同时外包复杂的 IT业务。对云端专业知识的需求正在推动 IT 外包的成长。这是因为公司寻求利用云端技术的优势，而不需要大量的内部资源。这一趋势将加速整个产业的创新和业务效率。

北美占据主要市场占有率

  • 美国在北美外包服务市场中占有重要地位。随着该地区科技巨头对业务流程外包服务的需求增加，预计该地区的主导地位将持续下去。此外，云端运算需求的快速成长以及为满足个人化需求而日益个人化的服务预计也将支援该地区的扩张。
  • 加拿大的许多公司正在摆脱仅依赖公共云端服务的局面。相反，我们采用混合IT 方法，将公共、私有和传统基础设施融合在一起。这种转变是由透过混合云端策略来增强业务和客户服务的好处所推动的。加拿大政府正在基于「云端优先」的方法，在 IT 投资、技术和计划中优先考虑云端服务。透过利用私人公司的创新，政府的目标是使其IT基础设施更加敏捷。这些政府针对 IT 发展的措施预计将促进市场成长。
  • 此外，在北美营运的公司越来越多地将人工智慧 (AI) 和自动化技术纳入其外包流程。这一趋势旨在提高效率并儘量减少人工干预。人工智慧和自动化在外包领域的采用正在稳步增加。该公司正在利用人工智慧、机器人流程自动化 (RPA) 和机器学习来简化业务、提高效率并降低成本。为此，外包服务供应商正在转向以人工智慧为中心的解决方案，为客户提供更智慧、资料主导和富有洞察力的服务。
  • 在该地区，多家公司正在利用人工智慧来提供 BPO 服务。例如，Expivia 透过优先考虑技术和人工智慧，重塑了 BPO 服务格局。该公司并非仅依赖传统基准，而是优先考虑技术主导的策略，以帮助客户获得策略价值。
  • 此外，大型企业越来越多地采用IT外包策略，以获得更好的后端IT支援和IT基础设施更新，这可能会推动美国市场的成长。例如，2023年7月，塔塔咨询服务公司（TCS）扩大了与美国医疗技术公司GE Healthcare Technologies的合作关係，为该公司提供IT作业系统来管理应用程式和推动创新。透过此次合作，TCS将提供GE医疗IT应用开拓、维护、合理化和标准化等外包服务，以支持该国大型企业市场的成长。

外包服务业概况

外包服务市场是半固定的，服务来自不同的供应商。主要供应商包括埃森哲、TATA Consultancy Services Limited、Capgemini、Cognizant 和 HCL Technologies Limited。市场公司正在加强其产品组合，并透过策略合作伙伴关係和创新产品提供来追求长期竞争优势。

2024 年 3 月，Celegence Holdings, LLC 对 Sotelius 进行了策略性投资，Sotelius 是药物安全和医疗事务领域外包服务、协作技术和资料资产的主要企业。这项投资是 Soterius A 系列资金筹措的一部分，旨在建立一种利用 Celegence 和 Soterius 双方优势的合作伙伴关係。透过利用两家公司团队的专业知识，该合作伙伴关係旨在扩大两家公司的影响范围并促进共同发展。

2024 年 1 月，数位科技公司 Varanium Cloud Limited 将在马哈拉斯特拉邦Sawantwadi 设立第二个办公室和业务流程外包 (BPO) 中心。该BPO中心将专门提供资料会计、身分验证和追债等服务。

其他好处：

  • Excel 格式的市场预测 (ME) 表
  • 3 个月的分析师支持

目录

第一章简介

  • 研究假设和市场定义
  • 调查范围

第二章调查方法

第三章执行摘要

第四章市场洞察

  • 市场概况
  • 产业吸引力－波特五力分析
    • 供应商的议价能力
    • 消费者议价能力
    • 新进入者的威胁
    • 替代品的威胁
    • 竞争公司之间的敌对关係
  • 外包服务市场监理现状

第五章市场动态

  • 市场驱动因素
    • 持续迁移到云端并采用虚拟基础设施
    • 对效率和扩充性的需求不断增长
    • 利用物联网提高BPO服务效率
  • 市场限制因素
    • 资料安全、客製化、资料迁移
    • IT 结构的动态需求影响最终用户的客製化成本
  • 外包服务市场的关键技术趋势

第六章 市场细分

  • 按服务类型
    • 业务流程外包
    • 资讯科技外包
    • 人力资源外包
    • 智力业务外包
    • 其他服务类型
  • 按地区
    • 北美洲
      • 美国
      • 加拿大
    • 欧洲
      • 英国
      • 德国
      • 法国
      • 爱尔兰
      • 瑞典
    • 亚洲
      • 中国
      • 印度
      • 日本
    • 拉丁美洲
      • 巴西
      • 墨西哥
    • 中东/非洲
      • 阿拉伯聯合大公国
      • 沙乌地阿拉伯
      • 南非

第七章 竞争格局

  • 公司简介
    • Accenture PLC
    • Tata Consultancy Services Limited
    • Capgemini SE
    • Cognizant Technology Solutions Corporation
    • HCL Technologies Ltd
    • Teleperformance SE
    • Evelyn Partners Group Limited
    • Thomson Reuters Corporation
    • TTEC Holdings Inc.
    • Trinitar Solutions LLP
    • Amdocs Limited
    • Infosys Bpm（Infosys Limited）
    • Automatic Data Processing Inc.
    • General Outsourcing Public Company Limited
    • Concentrix Corporation

第八章投资分析

第九章市场机会与未来展望

简介目录
Product Code: 50002541

The Outsourcing Services Market size is estimated at USD 1.02 trillion in 2024, and is expected to reach USD 1.39 trillion by 2029, growing at a CAGR of 6.40% during the forecast period (2024-2029).

Outsourcing Services - Market

Factors such as the rising emphasis on minimizing operational expenses, the unavailability of a skilled workforce, and the incorporation of advanced technology in outsourcing services are propelling players to develop new services to capture market share. The market is expected to witness significant growth during the forecast period.

Key Highlights

  • Organizations are increasingly turning to outsourcing services, driven by various factors. One major factor is the cost-saving potential when outsourcing to countries with lower labor costs, which can lead to substantial reductions in expenses related to salaries, benefits, and overheads. Additionally, companies are focusing their resources and management efforts on core business activities, enhancing their competitive edge and fostering growth.
  • The market players are acquiring various outsourcing firms in the European region to expand their customer base. For instance, in February 2024, Konecta, a global player in Customer Experience services, bolstered its presence in English-speaking markets by acquiring Bespoke, a United Kingdom-based business process outsourcing firm. Bespoke's primary production facilities are in Durban, South Africa.
  • Additionally, Konecta expanded its English services by launching its inaugural operations center in San Antonio, Texas (USA). These strategic moves align with Konecta's broader geographic expansion strategy, enriching its offerings for English-speaking clients, notably in offshoring services. With these expansions, Konecta is solidifying its standing as a critical player in the industry.
  • Moreover, the growing popularity of cloud computing in business process outsourcing is a significant factor affecting the adoption of BPO services. Cloud computing aids BPO operators in improving the time to market, reducing costs, and enhancing the quality control process.
  • Furthermore, cloud computing in the market ensures instant computing support and system keys, universal access, and adjustable provisioning whenever needed for required business purposes. These advantages are expected to positively impact the overall adoption of cloud computing in the business process outsourcing sector during the forecast period.
  • However, concerns related to data security, customization, and data migration, coupled with the dynamic needs of the IT structure, impacting the cost of customization for end users, are poised to hamper market growth during the forecast period.

Outsourcing Services Market Trends

The Information Technology Outsourcing Segment to Witness Significant Growth

  • The market is witnessing a rising emphasis on leveraging the core competencies by outsourcing non-core operations, increasing organizations' focus on IT to gain differentiation by relying on outsourced vendors, continuing the shift to cloud services, and embracing virtualized infrastructure. Moreover, due to the growing emphasis on digital transformation, organizations depend on the performance of creative applications and extensions that IT services can provide.
  • Hence, there is a strategic shift among businesses and organizations to prioritize their core strengths and critical functions while outsourcing non-essential IT operations to external service providers. This trend recognizes the importance of focusing internal resources and expertise on activities directly contributing to a company's competitive advantage and overall business growth.
  • One of the primary drivers behind this shift is recognizing the critical importance of focusing on core competencies. Businesses are increasingly specific about investments in their resources and expertise, allocating them to activities directly contributing to their competitive advantage. Outsourcing non-core IT operations allows organizations to divert their attention and resources toward innovation, product development, and customer-centric efforts, enhancing their market positioning and agility.
  • Further, the market is witnessing an expansion in the SME sector due to the rising investments in SMEs to adopt advanced technologies. These factors are further expected to create substantial growth opportunities for IT outsourcing vendors in the coming years.
  • For instance, in May 2023, three UK universities collectively received GBP 4.5 million to establish small and medium-sized enterprise (SME) engagement hubs under the HNCDI (Hartree National Centre for Digital Innovation) program. Newcastle University, Ulster University, and Cardiff University are expected to provide targeted and accessible help for SMEs to boost their competitiveness and growth by adopting advanced digital technologies such as supercomputing, data analytics, visual computing, and artificial intelligence (AI).
  • Furthermore, rising cloud deployment is significantly augmenting the growth of the IT outsourcing market by offering scalable, cost-effective, and flexible solutions. According to Flexera Software, as of 2024, 73% of enterprises surveyed implement a hybrid cloud in their organizations. Businesses increasingly leverage cloud services to reduce infrastructure costs and improve agility. This shift enables IT outsourcing providers to offer specialized cloud management, integration, and security services.
  • Consequently, organizations can focus on core activities while outsourcing complex IT tasks. The demand for cloud expertise drives IT outsourcing growth as companies seek to harness cloud technology's benefits without the need for extensive in-house resources. This trend accelerates innovation and operational efficiency across industries.

North America to Hold a Significant Market Share

  • The United States holds a significant position in the North American outsourcing services market. Due to the growing demand for business process outsourcing services from the region's tech giants, the region is expected to maintain its dominance. The surge in the overall demand for cloud computing and the personalization of service offerings to better meet individual needs are also expected to drive regional expansion.
  • Many Canadian companies are transitioning from solely relying on public cloud services. Instead, they are embracing a hybrid IT approach, blending public, private, and traditional infrastructure. This shift is driven by the benefits these organizations see in enhancing their operations and customer service through a hybrid cloud strategy. In line with its "cloud-first" approach, the Canadian government prioritizes cloud services for IT investments, techniques, and projects. By leveraging private-sector innovations, the government aims to enhance the agility of its IT infrastructure. Such government initiatives toward IT development are expected to drive market growth.
  • Moreover, businesses operating within North America are increasingly integrating AI (artificial intelligence) and automation technologies into their outsourcing processes. This trend aims to boost efficiency and minimize manual intervention. The adoption of AI and automation in outsourcing is on a steady rise. Companies are turning to AI, RPA (Robotic Process Automation), and machine learning to streamline operations, enhance efficiency, and reduce expenses. In response, outsourcing service providers are pivoting toward AI-centric solutions, enriching their services with smarter, data-driven insights for clients.
  • Various players in the region are using AI in BPO services. For instance, Expiviahas reshaped the landscape of BPO services by prioritizing technology and AI. Rather than relying solely on conventional benchmarks, the company prioritizes technology-driven strategies, ensuring its clients derive strategic value.
  • Also, large enterprises are increasingly adopting IT outsourcing strategies for better backend IT support and IT infrastructure updates, which would drive market growth in the United States. For instance, in July 2023, Tata Consultancy Services (TCS) expanded its relationship with GE HealthCare Technologies Inc., a medical technology company based in the United States, to help transform its IT operating model for managing its applications and driving innovation. After this collaboration, TCS would provide outsourcing services for IT application development, maintenance, rationalization, and standardization of GE Healthcare, supporting the growth of the market in the country's large enterprise sector.

Outsourcing Services Industry Overview

The outsourcing services market is semi-consolidated with an array of services from various vendors. Major vendors include Accenture, TATA Consultancy Services Limited, Capgemini, Cognizant, and HCL Technologies Limited. Market players are enhancing their portfolios and seeking long-term competitive advantages through strategic partnerships and innovative product offerings.

In March 2024, Celegence Holdings LLC strategically invested in Soterius Inc., a key player in outsourced services, collaboration technologies, and data assets within the drug safety and medical affairs domain. This investment, a part of Soterius' Series A financing, has forged a partnership that capitalizes on the strengths of both Celegence and Soterius. By leveraging the expertise of their teams, this collaboration aims to broaden their reach and fuel mutual growth.

In January 2024, Varanium Cloud Limited, a digital technology company, is establishing its second office and business process outsourcing (BPO) center in Sawantwadi, Maharashtra. The BPO center would specialize in services such as data accounting, background verification, and debt recovery.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET INSIGHTS

  • 4.1 Market Overview
  • 4.2 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.2.1 Bargaining Power of Suppliers
    • 4.2.2 Bargaining Power of Consumers
    • 4.2.3 Threat of New Entrants
    • 4.2.4 Threat of Substitutes
    • 4.2.5 Intensity of Competitive Rivalry
  • 4.3 Regulatory Landscape of Outsourcing Services Market

5 MARKET DYNAMICS

  • 5.1 Market Drivers
    • 5.1.1 Ongoing Migration Toward the Cloud and Adoption of Virtualized Infrastructure
    • 5.1.2 Growing Demand for Efficiency and Scalable IT Infrastructure
    • 5.1.3 Internet of Things for Efficient Delivery of BPO Services
  • 5.2 Market Restraints
    • 5.2.1 Data Security, Customization, and Data Migration
    • 5.2.2 Dynamic Needs of IT Structure Impacts the Cost of Customization for End Users
  • 5.3 Key Technological Trends in Outsourcing Services Market

6 MARKET SEGMENTATION

  • 6.1 By Service Type
    • 6.1.1 Business Process Outsourcing
    • 6.1.2 Information Technology Outsourcing
    • 6.1.3 Human Resource Outsourcing
    • 6.1.4 Knowledge Process Outsourcing
    • 6.1.5 Other Service Types
  • 6.2 By Geography
    • 6.2.1 North America
      • 6.2.1.1 United States
      • 6.2.1.2 Canada
    • 6.2.2 Europe
      • 6.2.2.1 United Kingdom
      • 6.2.2.2 Germany
      • 6.2.2.3 France
      • 6.2.2.4 Ireland
      • 6.2.2.5 Sweden
    • 6.2.3 Asia
      • 6.2.3.1 China
      • 6.2.3.2 India
      • 6.2.3.3 Japan
    • 6.2.4 Latin America
      • 6.2.4.1 Brazil
      • 6.2.4.2 Mexico
    • 6.2.5 Middle East and Africa
      • 6.2.5.1 United Arab Emirates
      • 6.2.5.2 Saudi Arabia
      • 6.2.5.3 South Africa

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 Accenture PLC
    • 7.1.2 Tata Consultancy Services Limited
    • 7.1.3 Capgemini SE
    • 7.1.4 Cognizant Technology Solutions Corporation
    • 7.1.5 HCL Technologies Ltd
    • 7.1.6 Teleperformance SE
    • 7.1.7 Evelyn Partners Group Limited
    • 7.1.8 Thomson Reuters Corporation
    • 7.1.9 TTEC Holdings Inc.
    • 7.1.10 Trinitar Solutions LLP
    • 7.1.11 Amdocs Limited
    • 7.1.12 Infosys Bpm (Infosys Limited)
    • 7.1.13 Automatic Data Processing Inc.
    • 7.1.14 General Outsourcing Public Company Limited
    • 7.1.15 Concentrix Corporation

8 INVESTMENT ANALYSIS

9 MARKET OPPORTUNITIES AND FUTURE OUTLOOK