The Project
A long-time client contacted us, seeking to better understand the current marketplace for companies providing B2B customer support services, particularly those being hosted “in the cloud.” The customer was especially keen to gain clarity on vendors operating outside of India.
Specific Area of Interest
The company asked for a deep dive into how some of the biggest players in the market, including Amazon, Google, IBM, Oracle, and Salesforce, structure their B2B customer support services offerings, including the size of their workforce, their location delivery model, and the channels used to deliver these services. The client was also interested in gaining clarity on the role played by niche or smaller competitors in this space.
Our Impact
Following our thorough vetting and screening procedure, we were able to connect the client with several individuals holding senior positions at some of the biggest B2B customer support services companies in the world.
After consulting with these industry experts, the client gained a lot of clarity on the current state of the market as well as a better understanding of how providers outside of India are able to compete in this space.