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Xerox in Gartner's Leaders Quadrant for Third Straight Year on the Strength of its BPO Services

April 15, 2015

Gartner recently announced that as a result of its research and evaluation, Xerox’s performance in business process outsourcing (BPO) had placed it in the Leaders Quadrant for that industry for 2014. It marks the third straight year that Xerox has received such recognition.


Gartner evaluates a company’s performance in a given market through a research tool known as the Magic Quadrant. From a visual perspective, the tool is a graph with two axes. The vertical axis indicates a company’s ability to execute their visions; the horizontal axis indicates the company’s completeness of vision.

A company that is not strong in either area is in the Niche Players quadrant. Companies that are strong in execution, but not so much in completeness of vision are in the Challengers quadrant. The Visionaries quadrant defines companies with a strong vision but not so strong in execution. Finally, the Leaders quadrant represents companies that are strong at both. The strongest leaders would be in the upper right of the quadrant on a line extending 45 degrees from the graph’s origin.

On volume alone, Xerox Customer Care Services is impressive. The division has 52,000 agents that handle more than 2.5 million interactions each day. It serves a variety of different industries including healthcare, financial, technology, retail, government, travel and education.

The announcement from Gartner is good news for Xerox as the company known for photocopying must change to remain in business. Although photocopying is profitable in places like China and India, it is not that way in other markets. Offices are more paperless than before and green initiatives encourage alternatives to paper.

To be in the Leaders Quadrant for the third straight year demonstrates that Xerox is successful in its quest to reinvent itself. Customer care is a growing industry and will continue to be as businesses realize that offering a great customer experience is one of the best ways to differentiate itself from competitors. Xerox has the resources to serve many different industries with its Customer Care Services division, and will be an attractive option to large businesses that do not want to handle such work in house. 




Edited by Dominick Sorrentino



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