This document provides HfS Research market sizing and forecast for the Global IT Services and BPO Market from 2016 to 2020.
The IT services market continues to struggle as traditional infrastructure management deals fall out of favor and are replaced by cloud and asset light outsourcing models. The strong growth enjoyed by the market for services linked to digital and the As-a-Service economy has yet to adequately offset these declines.
The BPO market, although slowed from doubled digit rates seen in the mid 2000s, continues to grow steadily at 4.2%. With F&A and HR continuing to drive growth. However, we expect the evolving CRM BPO space to pick up as enterprises pursue omni-channel models for customer communciations.
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