This market research report includes a detailed segmentation of the global technical support outsourcing market by services (call center technical support outsourcing and helpdesk support outsourcing) and by key regions such as the Americas, APAC, and EMEA. The key vendors analyzed in this market research are Hudson Software, Inforonics Global Services, Qcom Outsourcing, and Wipro.
Technavio’s market research analysts estimate the global technical support outsourcing market, to grow at a CAGR of 6% between 2016 and 2020. With the rise in the complexity of IT infrastructure and pricing models of different organizations, technical support for products and services has become a differentiating factor to reduce maintenance costs for legacy systems. The Americas dominates the global tech support outsourcing market, occupying 55% of the overall market share. The growth in the region is driven by increased demand for outsourcing among large enterprises that seek modernization of hardware, replacement of legacy systems, call center technical support, and cost savings during economic uncertainty.
The new market research report from Technavio provides a breakdown and analysis of the technical support outsourcing segments by technology.
“Of late, the technical support outsourcing services market has gained popularity due to the development of IT services as IT applications require the availability of round-the-clock support services. Cloud-based helpdesk software enables helpdesk representatives to store client’s information on the cloud and provide customized support services. Cloud-based services enhance helpdesk trouble ticket management. They help companies to focus more on productive activities,” says Amit Sharma, Lead Analyst, ICT, Technavio Research
The call center technical support outsourcing segment leads the market, occupying 64% of the overall market share. Call center technical support outsourcing refers to outsourcing technical support services such as product and application support, connectivity problems, and customer support service to external service providers. Call center technical support outsourcing is an alternative to in-house technical support operations.
Global technical support outsourcing market
Source: Technavio, 2016
The leading vendors in the global technical support outsourcing market are Hudson Software, Inforonics Global Services, Qcom Outsourcing, and Wipro. This market is highly fragmented and competitive due to the presence of large and small vendors. Vendors are differentiating themselves by offering cost-effective and transparent services such as BPaaS. Vendors are shifting focus to develop skills in cloud, social media, and mobility to harness the existing opportunities and gain a competitive advantage.
A more detailed analysis is available in the Technavio report, Global Technical Support Outsourcing Market 2016-2020.
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