Contact center outsourcing providers are suffering thinning margins and lower contract volumes as the downturn bites, leading to an increasing appetite for diversification into adjacent business processes. In a report, “Opportunities for CCOS Vendors in Business Process Outsourcing”, independent market analyst Datamonitor assesses the ways in which these vendors could move into higher value business process outsourcing (BPO) areas, and warns that without a more long-term strategic approach, they are unlikely to succeed.

(more…)