Tampa, FL, USA, March 6, 2019 -- HFS Research recognized Sykes Enterprises, Incorporated ("SYKES" or "the Company") (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their Front Office Customer Engagement Operations Top 10 Report, published January 31, 2019. The report also ranks SYKES #3 for digital investment and capability.
HFS Research Vice President Melissa O’Brien says, "SYKES has taken a differentiated approach with investments in its digital capabilities, most recently with its acquisition of Symphony Ventures. This demonstrates SYKES putting a stake in the ground with RPA which, combined with its core business process expertise and other complementary services, placed SYKES as the leader for vision and go-to-market strategy in our Customer Engagement Operations Top Ten."
To compile this report, HFS analyzed the capabilities of 25 service providers across the customer engagement–services value chain. While traditional contact centers continued to score well in terms of execution, this year’s report noted a significant difference in the results for the innovation categories, with information technology (IT) service providers and consultancies leading the pack. According to HFS, "In the future it may not be the ‘usual suspects,’ but the providers that leverage niche capabilities, digital marketing and CX design assets for their operations who are winning …"
SYKES President and CEO Chuck Sykes says, "We’ve always focused on helping customers, one caring interaction at a time, and that’s why we’ve continued to look for ways to add value to the entire customer journey. We aim to be the digital partner our clients can grow with — and with our latest investments, we are providing the services and insights our clients need to increase brand loyalty and drive revenue growth in today’s digital-first world."
Sykes added: "I’m so proud of the positive acknowledgment from HFS Research. Thanks to our vision and our investments in digital capabilities, we believe SYKES is uniquely positioned as the automation-led partner of choice for enterprises looking to create a more intelligent customer experience."
Posted by Veronica Silva Cusi, news correspondent
Sykes is a provider of end-to-end customer care management solutions, providing CRM solutions for many companies in the technology, finance and communications industries, primarily large fortune 1000 corporations.
HfS Research is an analyst and global network for IT and business services, with a specific focus on global business services, digital transformation, and outsourcing.
Published: Friday, March 8, 2019
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