Everest Group Explores Enterprise Technical Support: Emerging Trends and Provider Landscape

Everest Group explores the outsourced B2B vs B2C technical support provider landscape, highlights evolving demand- and supply-side trends, and examines the overall competitive landscape by outlining the following:

1. Defining characteristics and complexities of enterprise technical support
2. Role of third-party providers in bridging the capability gap and delivering enterprise technical support
3. Current macroeconomic trends influencing enterprise buying decisions
4. Factors driving the adoption of outsourced technical support models
5. Key technical support provider-led innovations in service delivery and operating models
6. Overview and assessment of the technical support provider landscape