News : Sitel Positioned in the Gartner Leaders Quadrant
Nashville, Tenn., Jan. 28, 2014 -- Sitel, a global customer care provider, announces it has been positioned by Gartner, Inc. in the Leaders quadrant of Gartner's 2013 Customer Management (CM) Contact Center BPO report. The report evaluates vendors through a series of stringent criteria related to the ability to execute and completeness of vision.
In the report, Gartner Research VP TJ Singh notes, "Leaders demonstrate market-defining vision and the ability to execute against that vision through CM contact center BPO services, a superior market share (among the top 10 providers in regions where they compete), and solid references for CM contact center BPO services worldwide, including a cross section of vertical industries. Leaders also have superior investments in innovative CM contact center BPO service offerings, business/pricing models and service delivery models. They have a superior understanding of client needs and of current market conditions, and they are actively building competencies to sustain their leadership position in the CM contact center BPO market across multiple regions. The CM contact center BPO service providers in this Leaders quadrant generally also have strong global and regional service delivery operations and deep technology to leverage, and they deliver above-average customer experience."
Singh forecasts continued growth and opportunities for the industry, stating, "The worldwide CM contact center BPO market is forecast to grow steadily at a 5.2% compound annual growth rate (CAGR) from 2013 through 2018. By the end of 2018, Gartner estimates the CM contact center BPO industry will achieve a market size of $42.4 billion. Therefore, Gartner believes the opportunities for growth in market share are robust for those companies willing to aggressively make investments in marketing, sales, PETS and acquisitions."
"We're pleased to be positioned in the Leaders Quadrant of the Customer Management Contact Center BPO report. Sitel continues to advance its role as a world leader in outsourced customer care innovation and deliver tangible benefits for our clients and their customers," said Bert Quintana, president and chief executive officer of Sitel. "In 2014, Sitel will continue to broaden its competitive advantages, expand its omnichannel capabilities and further invest in the right people, processes and technologies."
Posted by Veronica Silva Cusi, news correspondent
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As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation. With 30 years of industry experience, Sitel’s 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel’s global solutions include customer acquisition, customer care, technical support and social media programs. Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific. Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages. Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Thursday, January 30, 2014