Global outsourcing provider Aegis Limited has been named as one of 16 firms in Gartner Inc’s 2011 Magic Quadrant for Customer Management Contact Center BPO Worldwide.
The report was published in December 2011 and authored by TJ Singh and Johan Jacobs.
The Magic Quadrant Report evaluates Customer Management Contact Center BPO capabilities in the Americas, Europe, the Middle East, Africa, and in Asia and the Pacific. The companies evaluated have expertise in combine business, technical, and management skills. The firms in the Magic Quadrant are selected because Gartner thinks they have the ability to innovate.
Gartner says they evaluate companies based on their completeness of vision and their ability to complete it. “In the past, buyers were focused more on their business goals and needs, but going forward, the focus is shifting to technology and process improvements, value-added services, such as multichannel and analytics services, scalability, quality of service and more innovative ways of addressing the increasing levels of complexity in their business and customers," the company said.
"Aegis is honored to be recognized by Gartner in the Magic Quadrant for Customer Management services,” Sandip Sen, President for Global Customer Lifecycle Management, Aegis said in a press release. “At Aegis, we aim to handle the thousands of touch points (interaction with client's end customers) with consistent delivery to ensure the optimum customer experience. Our being featured in the Magic Quadrant re-emphasizes our ability to find the perfect blend of effective customer experience and a cost-effective delivery across all channels.”
"The company has been able to leverage on its people, process, technology capabilities, and customer experience-led solutions to enhance its positioning in the Customer Management Contact Centre BPO value chain,” Anil Modi, Chief Marketing Officer and President of Aegis said.
The recognition also comes at a time with worldwide economic crises have caused a backlash against outsourcing with labor unions and politicians. U.S. President Barack Obama announced plans at his annual State of the Union address before Congress to give tax breaks and subsidies to companies who move offshore manufacturing operations back to the U.S.
Aegis told the Wall Street Journal that legislation aimed at bringing call centers back to the U.S. would not affect them.