1. North American Outsourced Customer Care Services Market Market Affected by Tough Economic Conditions; Expected to See A Turnaround in 2004 “The need to do more for less is driving more and more major companies to adopt outsourcing customer care services as an alternative to internal expansion.” Enterprise CRM Analyst Team Frost & Sullivan

2. Downward pricing pressures spurring outsourcer cost optimization and further stimulating the use of automated solutions Size and complexity of outsourcing options increasing as major corporations wrestle with cost cutting pressures Leading outsource customer service providers increasing offshore capabilities Outbound interactions come under increasing legislation Industry Trends

3. Industry trends analysis and indepth discussion of business strategies Market revenues and forecasts from 1998 to 2009 segmented by Tier 1, Tier 2 and all other providers Percent of revenues and forecast by: Inbound versus Outbound services Telephone, e-mail and Web-based transactions Live interaction versus automated systems End user analysis by vertical markets Pricing analysis Market shares of the top 15 providers and detailed profile of Tier 1, Tier 2 and the small outsourcers and boutique providers Market drivers, restraints and challenges Key Features

4. Coverage: North America Proven methodology encompassing extensive primary and secondary data and research Focused information and strategies that cover business and technology issues Credible data and analysis highlighting industry dynamics Winning growth strategies to help readers create a competitive edge What We Offer

5. Current Market Participants Find out how you compare to the competition Assess current and future drivers and restraints Determine and exploit new market share opportunities Technology Providers Understand the technology adoption within the Outsourced Customer Care Services Market Position yourself to capitalise on the market’s unmet needs Investment Community Determine which participants will outperform the competition Assess attractiveness of investing in the Outsourcing Customer Care Services market Who Will Benefit?

6.  Profiles and discussion of Tier 1, Tier 2 and all other outsource providers  Inbound versus Outbound Revenue Streams  Interactions by Contact Medium such as telephone, e-mail, Web-based  End user analysis by Vertical Industries  Price per agent per hour by Inbound versus Outbound services What’s Included

7.  Aegis Communications Group, Inc.  APAC Customer Services, Inc.  ClientLogic Corp.  Convergys Corp.  EDS, Business Process Management Division  ICT Group, Inc.  Precision Response Corp.  RMH TeleServices  SITEL Corp.  Spherion  SR Teleperformance  Sykes Enterprises  Telespectrum Worldwide  TeleTech Holdings, Inc.  West Corp. Key Market Participants

8. Call toll free 877 G O F ROST (877.463.7876) Fax toll free 888.690.3329 Email myfrost@frost.com Visit www.frost.com For More Information