Mid-tier outsourcers offer flexibility, says Forrester

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Mid-tier outsourcers offer flexibility, says Forrester

Karl Flinders

Top-tier outsourcers are now more willing to walk away from a deal rather offer concessions to customers, according to Forrester Research analyst Stephanie Moore.

She said the higher costs and rigidity associated with large outsourcers' businesses is providing opportunities to mid-tier players.

The analyst firm said that the success and maturity of big outsourcers such as HCL, Infosys and Wipro has "caused erosion in their flexibility."

But it said that mid tier players were on the rise as a result. "Some [mid-tier] providers specialise in certain vertical or horizontal areas, while others are full service players that focus on client intimacy and price competitiveness," said Forrester.

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