The leading customer satisfaction survey in the managed services sector, the Black Book 2009 State of the Outsourcing Industry report released today, reveals six significant paradigm shifts impacting global suppliers and buyers for the latter half of this year and into 2010.
- Indian outsourcers have regained strong buyer confidence by demonstrating tangible transparency, accountability and ethical management practices to eighty-one percent of US companies buying services offshore;
- Technology budgets will be fully restored or expanded over next twelve months, corroborated by sixty-eight percent of outsourcing buyers;
- Buyers predict fastest spending growth in progressive outsourcing organizations that consistently demonstrated client empathy through the downturn. As the economy improves, sixty percent of clients anticipate shifting from less agile outsourcers that were unmovable through recession-related renegotiation issues;
- BPO projects that deliver speedy return-on-investments are highest in demand. 180-day ROI's, typical in Procurement Outsourcing, Accounts Receivable, Accounting and Financial transaction processing, will be creating the greatest growth in new contracting through 2010;
- Cloud Computing & Software-as-a-Service explodes IT outsourcing growth guidance. Remote Infrastructure Management and bundled applications development/maintenance initiatives which have been on hold by ninety-one percent of CIOs will receive the most immediate funding; and
- The multishore trend expands as more outsourcers diversify in lower cost locations. Although clients have yet to score any Chinese outsourcing firms in the highest Black Book ranks of overperformers, China's Neusoft, entered the 2009 group. Two South American providers, CPM Braxis and Neoris, maintained top survey rankings, and one Russia-based firm, EPAM, was highly nominated.
"Outsourcing's cost argument still outweighs political issues in this survival economy," said Scott Wilson, author of "The Black Book of Outsourcing", and principal of Brown-Wilson Group, a Datamonitor company. "Despite the pending policy changes in U.S. corporate tax code, high US and UK unemployment rates, and the recent offshore scandal at Satyam, the core drivers of outsourcing have remained intact," added Wilson commenting this year's results.
The annual "State of Outsourcing Industry Report" contains Black Book's Top 50 "Best Managed" Global Outsourcing Vendors, the unbiased, client experience rankings from 24,000 validated survey participants. The poll marks its seventh consecutive year of collecting data on the industry.
2009's Top Fifty Best Managed Outsourcers in rank order are: HCL, Oracle, Xerox, Infosys, Accenture, IBM Global, Ciber, Capgemini, Genpact, Hewlett Packard EDS, CSC, Cognizant , Intelligroup, IGATE, Patni, Perot Systems, Spherion, TechTeam, Acxiom, NIIT Technologies, Wipro, CPM Braxis, ACS, Sitel, CH2M Hill, Tata Consultancy Services, Syntel , Steria, Mastek, Clutch Group, Unisys, WNS, XChanging, Integreon, Pangea3, Neusoft, Innodata Isogen, EPAM, The Smart Cube, BNY Mellon, Teleperformance, Hewitt, Consero, Broadridge, NorthgateArinso, Neoris, Microland, Logica, Vengroff, Williams & Associates, and XEN Global.
