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Decision Matrix: Selecting a contact center outsourcing vendor
Datamonitor, Feb 2008, Pages: 35
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This project details the principal contact center outsourcing vendors, and provides analysis on their capacities.
Scope
- An analysis of nine contact center outsourcers related to their market impact
- An analysis of nine contact center outsourcers related to their end user satisfaction scores
- An analysis of nine contact center outsourcers related to their services & technologies offerings
- The recommendations based on shortlist, consider and explore categories
Highlights of this title
The current contact center outsourcing vendor market is extremely competitive, especially among top-tier vendors
In addition, key differentiators include multishoring capabilities, vertical expertise and horizontal functionality
End user sentiment among vendors analyzed varied significantly
Key reasons to purchase this title
- Learn about the vendors Datamonitor categorizes among shortlisted outsourcers
- Understand what to look for in a contact center outsourcing partner and what the nine vendors profiled have to offer
- Know the capacities of each vendor profiled, based upon end user sentiment, market impact and services & technologies
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