• Executive Summary o Market Overview • Market Landscape o Market ecosystem o Value chain analysis • Market Sizing o Market definition o Market segment analysis o Market size 2020 o Market outlook: Forecast for 2020 - 2025 • Five Forces Analysis o Bargaining power of buyers o Bargaining power of suppliers o Threat of new entrants o Threat of substitutes o Threat of rivalry o Market condition • Market Segmentation by End-user o Market segments o Comparison by End-user o IT and telecom - Market size and forecast 2020-2025 o BFSI - Market size and forecast 2020-2025 o Healthcare - Market size and forecast 2020-2025 o Retail - Market size and forecast 2020-2025 o Others - Market size and forecast 2020-2025 o Market opportunity by End-user • Customer landscape • Geographic Landscape o Geographic segmentation o Geographic comparison o UK - Market size and forecast 2020-2025 o Germany - Market size and forecast 2020-2025 o France - Market size and forecast 2020-2025 o The Netherlands - Market size and forecast 2020-2025 o Rest of Europe - Market size and forecast 2020-2025 o Key leading countries o Market opportunity By Geographical Landscape o Market drivers o Market challenges o Market trends • Vendor Landscape o Overview o Landscape disruption • Vendor Analysis o Vendors covered o Market positioning of vendors o Atento SA o Bertelsmann SE & Co. KGaA o Computer Generated Solutions Inc. o Sitel Group o StarTek Inc. o SYNNEX Corp. o Teleperformance SE o Transcom Holding AB o TTEC Holdings Inc. o Webhelp Group • Appendix o Scope of the report o Currency conversion rates for US$ o Research methodology o List of abbreviations Exhibits Exhibits1: Key Finding 1 Exhibits2: Key Finding 2 Exhibits3: Key Finding 3 Exhibits4: Key Finding 5 Exhibits5: Key Finding 6 Exhibits6: Key Finding 7 Exhibits7: Parent market Exhibits8: Market characteristics Exhibits9: Offerings of vendors included in the market definition Exhibits10: Market segments Exhibits11: Global - Market size and forecast 2020 - 2025 ($ million) Exhibits12: Global market: Year-over-year growth 2020 - 2025 (%) Exhibits13: Five forces analysis 2020 & 2025 Exhibits14: Bargaining power of buyers Exhibits15: Bargaining power of suppliers Exhibits16: Threat of new entrants Exhibits17: Threat of substitutes Exhibits18: Threat of rivalry Exhibits19: Market condition - Five forces 2020 Exhibits20: End-user - Market share 2020-2025 (%) Exhibits21: Comparison by End-user Exhibits22: IT and telecom - Market size and forecast 2020-2025 ($ million) Exhibits23: IT and telecom - Year-over-year growth 2020-2025 (%) Exhibits24: BFSI - Market size and forecast 2020-2025 ($ million) Exhibits25: BFSI - Year-over-year growth 2020-2025 (%) Exhibits26: Healthcare - Market size and forecast 2020-2025 ($ million) Exhibits27: Healthcare - Year-over-year growth 2020-2025 (%) Exhibits28: Retail - Market size and forecast 2020-2025 ($ million) Exhibits29: Retail - Year-over-year growth 2020-2025 (%) Exhibits30: Others - Market size and forecast 2020-2025 ($ million) Exhibits31: Others - Year-over-year growth 2020-2025 (%) Exhibits32: Market opportunity by End-user Exhibits33: Customer landscape Exhibits34: Market share By Geographical Landscape 2020-2025 (%) Exhibits35: Geographic comparison Exhibits36: UK - Market size and forecast 2020-2025 ($ million) Exhibits37: UK - Year-over-year growth 2020-2025 (%) Exhibits38: Germany - Market size and forecast 2020-2025 ($ million) Exhibits39: Germany - Year-over-year growth 2020-2025 (%) Exhibits40: France - Market size and forecast 2020-2025 ($ million) Exhibits41: France - Year-over-year growth 2020-2025 (%) Exhibits42: The Netherlands - Market size and forecast 2020-2025 ($ million) Exhibits43: The Netherlands - Year-over-year growth 2020-2025 (%) Exhibits44: Rest of Europe - Market size and forecast 2020-2025 ($ million) Exhibits45: Rest of Europe - Year-over-year growth 2020-2025 (%) Exhibits46: Key leading countries Exhibits47: Market opportunity By Geographical Landscape ($ million) Exhibits48: Impact of drivers and challenges Exhibits49: Vendor landscape Exhibits50: Landscape disruption Exhibits51: Industry risks Exhibits52: Vendors covered Exhibits53: Market positioning of vendors Exhibits54: Atento SA - Overview Exhibits55: Atento SA - Business segments Exhibits56: Atento SA - Key offerings Exhibits57: Atento SA - Key customers Exhibits58: Atento SA - Segment focus Exhibits59: Bertelsmann SE & Co. KGaA - Overview Exhibits60: Bertelsmann SE & Co. KGaA - Business segments Exhibits61: Bertelsmann SE & Co. KGaA - Key offerings Exhibits62: Bertelsmann SE & Co. KGaA - Key customers Exhibits63: Bertelsmann SE & Co. KGaA - Segment focus Exhibits64: Computer Generated Solutions Inc. - Overview Exhibits65: Computer Generated Solutions Inc. - Product and service Exhibits66: Computer Generated Solutions Inc. - Key offerings Exhibits67: Computer Generated Solutions Inc. - Key customers Exhibits68: Computer Generated Solutions Inc. - Segment focus Exhibits69: Sitel Group - Overview Exhibits70: Sitel Group - Product and service Exhibits71: Sitel Group - Key offerings Exhibits72: Sitel Group - Key customers Exhibits73: Sitel Group - Segment focus Exhibits74: StarTek Inc. - Overview Exhibits75: StarTek Inc. - Business segments Exhibits76: StarTek Inc. - Key offerings Exhibits77: StarTek Inc. - Key customers Exhibits78: StarTek Inc. - Segment focus Exhibits79: SYNNEX Corp. - Overview Exhibits80: SYNNEX Corp. - Business segments Exhibits81: SYNNEX Corp. - Key offerings Exhibits82: SYNNEX Corp. - Key customers Exhibits83: SYNNEX Corp. - Segment focus Exhibits84: Teleperformance SE - Overview Exhibits85: Teleperformance SE - Product and service Exhibits86: Teleperformance SE - Key offerings Exhibits87: Teleperformance SE - Key customers Exhibits88: Teleperformance SE - Segment focus Exhibits89: Transcom Holding AB - Overview Exhibits90: Transcom Holding AB - Business segments Exhibits91: Transcom Holding AB - Key offerings Exhibits92: Transcom Holding AB - Key customers Exhibits93: Transcom Holding AB - Segment focus Exhibits94: TTEC Holdings Inc. - Overview Exhibits95: TTEC Holdings Inc. - Business segments Exhibits96: TTEC Holdings Inc. - Key offerings Exhibits97: TTEC Holdings Inc. - Key customers Exhibits98: TTEC Holdings Inc. - Segment focus Exhibits99: Webhelp Group - Overview Exhibits100: Webhelp Group - Product and service Exhibits101: Webhelp Group - Key offerings Exhibits102: Webhelp Group - Key customers Exhibits103: Webhelp Group - Segment focus Exhibits104: Currency conversion rates for US$ Exhibits105: Research Methodology Exhibits106: Validation techniques employed for market sizing Exhibits107: Information sources Exhibits108: List of abbreviations

Atento SA, Bertelsmann SE & Co. KGaA, Computer Generated Solutions Inc., Sitel Group, StarTek Inc., SYNNEX Corp., Teleperformance SE, Transcom Holding AB, TTEC Holdings Inc., Webhelp Group