Contact Center Solutions Featured Article

Sitel Positioned in Leaders Quadrant for Customer Management Contact Centre BPO Worldwide

January 29, 2013

Sitel, a global customer care provider, was recently positioned in the Leaders quadrant in the 2012 Customer Management Contact Centre BPO report by Gartner (News - Alert), Inc.

The annual report evaluates dealers and vendors on a specific series of strict criteria related to both company vision and the ability to implement it.

 “We believe Sitel’s positioning in Gartner’s Leaders Quadrant further confirms our mission to serve as a trusted partner to our global clients. In the new year (2013), Sitel will continue to expand our omnichannel customer care approach, and invest in the right people, processes and technologies,” said Bert Quintana, president and chief executive officer at Sitel.

According to the Customer Management Contact Center BPO, there have been four key managing trends that have emerged in the last 12 months, which are essential to the Customer Management Contact Center BPO business. They include:

  • Rise of New Markets – A demographic and socioeconomic evolution of the big contact center BPO buying markets, i.e. North America and Western Europe. Also uncovers the rise of emerging markets in developing and non-English-speaking markets.
  • Mobile Evolution – The increasing numbers of mobile devices and the interaction on such devices are driving demand for contact center outsourcing in both existing and in emerging markets.
  • Development of Non-Voice Channels – The growth of automated and non-voice services that are driven by innovation and technological changes.
  • Sustained Service Provider Consolidation – It’s projected that the service provider landscape will only continue to consolidate over the next three years as service providers continue to drive revenue growth and market share through mergers.

For over a quarter of a century, Sitel’s industry experience, infrastructure and product innovation has delivered unmatched contact center services for most of the world’s most renowned brands. It has also been named twice as the top overall call center outsourcing provider in Datamonitor’s annual Black Book of Outsourcing survey.

It supports over 300 clients in 36 languages from over 135 centers in over 26 countries. The company is privately held and majority owned by Canadian diversified company, Onex Corporation.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, happening now in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

Appeals Court OKs Redbox's Customer Info Disclosure to Third Parties

The U.S. Court of Appeals for the Seventh Circuit, based in Chicago, has given its approval of Redbox's practices for disclosing customer information to a third party regarding customer service issues. [ Read More ]
10/31/2014

On How to Avoid Challenges and Added Costs of Open Enrollment Period for 'Obamacare'

If you live in the U.S., consider this a type of public service announcement. We are about to enter the open enrollment period for 2015 as part of the continuing rollout of the Patient Protection and Affordable Care Act (PPACA), which has become better known as "Obamacare." As we are all aware, the initial rollout of Obamacare was problematic-to put it politely. However, the good news is that, thanks to some great work by the IT industry experts called in to fix it, healthcare.gov is working bet… [ Read More ]
10/31/2014

Getting Ready for the Holiday Rush-The Role of Customer Experience Transformation

It should be no surprise to anyone that the holiday season is fast-approaching, which means "all hands on deck" in the contact centers of retailers. And, as we move into what can best be characterized as the "Omni-channel Era" when it comes to providing a compelling customer experience, retailers are busy transforming virtually every aspect of how to provide such experiences. [ Read More ]
10/31/2014

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!