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