Contact Center Solutions Featured Article

Sykes Enterprises Receives Recognized Innovator Award

November 30, 2010

Sykes Enterprises, Inc., a major player in providing outsourced customer contact management solutions and services in the business process outsourcing arena, received a Recognized Innovator award from the Technology Services Industry Association.

For its latest product offering, Online Support Communities, the company was awarded the prize in the Innovation in Service Economics category.

The Online Service Communities solution of SYKES has been designed for companies wanting to create communities for their customers so they can share problems and solutions in a peer-to-peer environment, or to improve their existing online engagement. This helps the technology companies to find a way for their customers to interact with each other and to collect real-time feedback on features, issues and customer needs.  

To both manage a support community and provide a new set of metrics for monitoring its effectiveness, the product leverages SYKES' expertise and global abilities in customer care.

"Our early identification of the emerging market for one-to-many and many-to-many online support interactions has allowed us to help more than one client achieve great scale, increasing the number of customer interactions more than tenfold, while only doubling the staff to support it. By providing this alternate channel customers are enabled to interact with our clients' brands far more frequently and conveniently through the customers' preferred support channel, while our clients get the chance to build their brand promise with customers who may have never called in to a traditional call center support channel," said Dan Hernandez, executive vice president of Global Strategy, in a press release

"Blending SYKES' Online Support Communities with traditional support channels allows us to broaden the reach for customer interactions while also capitalizing on community knowledge and meeting consumers' needs for readily available and easily understood answers to their questions. Winning the Recognized Innovator award from TSIA further validates the strategies behind our comprehensive customer care offerings," continued Hernandez.

The Recognized Innovator Awards are highly regarded in the service industry. The award recognizes innovation in technology services products and service offerings documented with customer case studies of measurable business value and results. SYKES, to win the Recognized Innovator award, provided real-world examples of how companies are leveraging their technology or services to generate incremental services revenue. 

"SYKES has clearly demonstrated that it understands the value of service economics and can strategically partner with technology service organizations to provide them with innovative tools that help run a profitable and highly performing services business," said John Ragsdale, vice president of Technology Research for TSIA, in a press release.

A panel of judges, including industry experts and TSIA members selected the winners of Recognized Innovator.

Deepika Mala is a contributing editor for ContactCenterSolutions. To read more of her articles, please visit her columnist page.

Edited by Jaclyn Allard