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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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