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.