According to the report, “nearly 60 vendors were invited to participate in this research and 36 vendors were shortlisted based on their service portfolio in the CM BPO market segment, regional coverage and industry expertise.” AlmavivA Group was among the vendors recognized in the report.

According to Gartner’s analysts, “the CM BPO market will continue to evolve with the rapid adoption of digital service, automation — RPA and virtual assistants (VA) — and advanced analytics; more so today with COVID-19 as human interaction is limited to work-at-home services or remote contact center services.” Further, “the CM BPO market is estimated to be worth $35.5 billion in 2020, contracting by 4.3% year over year, but growing at a 2.1% compound annual growth rate ([CGAR] 2019 to 2024)” and predict that “by 2023, 75% of customer service organizations will deliver proactive and predictive customer service ehanced by analytics, AI and process orchestration”.

Gartner subscribers can view the report here.

Gartner “Market Guide for Customer Management BPO Service Providers,” Jaideep Thyagarajan, TJ Singh, Deborah Alvord, 2 July 2020

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose