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

Contact Center Solutions Week in Review

The Contact Center Solutions Community this past week once again delivered an eclectic mix of industry recognition, news about job opportunities/or lost ones, industry growth, new capabilities and some trend spotting. [ Read More ]
07/26/2014

Cairn Housing Association Deploys Netcall's Customer Engagement Suite

Cairn Housing Association has chosen Netcall's customer engagement suite to improve the way it interacts with customers. The not-for-profit Scottish organisation has intentions to enhance its service delivery by using social media analysis and engagement capabilities, for the first time ever. [ Read More ]
07/25/2014

Inflow Communications Partners with Brocade Communications and Aerohive Networks

Inflow Communications has been a provider of both strategic consultative services and the installation of ShoreTel business VoIP phone systems and HD video conferencing, with unified communications integration, since 1997. The company's unique combination of consultation and post-installation service has set the company apart from competitors in the business VoIP system and video conferencing market. [ Read More ]
07/25/2014

AT&T to Layoff 188 Workers in Illinois, Offering Transfers to Nearby Locations

A recent news report from The State-Journal Register in Springfield, Ill., says the AT&T call center in Springfield will soon close, transferring its work and workers to other Illinois locations. [ Read More ]
07/25/2014
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!