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Decision Matrix: Selecting a contact center outsourcing vendor


Description: 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


Contents: OUR VIEW 1
CATALYST 1
SUMMARY 1
MARKET DEVELOPMENTS 2
Margin pressure due to the declining USD 2
Rise of home-based agents 4
Move toward rightshoring 5
Agent attrition 5
Contact center outsourcing decision matrix 5
Market leaders: Teleperformance, Sitel, Convergys, EDS and Teletech 6
The challengers: Minacs, ICT Group GROUP, Stream and Sykes 7
Consider 7
Explore 7
MARKET LEADERS 8
Market leaders- services and technologies 8
Market leaders - End user sentiment 9
Market leaders - Impact 10
VENDOR ANALYSIS 12
Convergys 12
Recommendation: Shortlist 13
EDS 14
Recommendation: Shortlist 15
ICT Group 16
Recommendation: Explore 17
Minacs 18
Recommendation: Consider 19
Sitel 20
Recommendation: Shortlist 21
Stream 22
Recommendation: Explore 23
Sykes 24
Recommendation: Consider 25
TeleTech 26
Recommendation: Shortlist 27
Teleperformance 28
Recommendation: Shortlist 29
Other notable CCOS vendors 30
Atento 30
Dimension Data CIS \ Merchants 30
Telvista 30
Transcom 30
Xceed 31
APPENDIX 32
Summary scores 32
Methodology 33
Extended methodology 33
End user sentiment 33
Market impact 34
Services & technologies 34
Ask the analyst 35
Our consulting 35
Disclaimer 35
List of Tables
Table 1: The CCOS Decision Matrix 6
Table 2: CCOS Decision Matrix - vendor scores summary 32
List of Figures
Figure 1: USD versus CAD, 2006 - 2008 3
Figure 2: Global home agent growth, 2006 - 2012 4
Figure 3: The CCOS Decision Matrix 6
Figure 4: Market leaders: services & technologies 9
Figure 5: Market leaders: end user sentiment 10
Figure 6: Market leaders: market impact 11
Figure 7: The Convergys CCOS radars 12
Figure 8: The EDS CCOS radars 14
Figure 9: The ICT CCOS radars 16
Figure 10: The Minacs CCOS radars 18
Figure 11: The Sitel CCOS radars 20
Figure 12: The Stream CCOS radars 22
Figure 13: The Sykes CCOS radars 24
Figure 14: The TeleTech CCOS radars 27
Figure 15: The Teleperformance CCOS radars 28


Companies Mentioned Dimension Data Holdings PLC Electronic Data Systems Corporation ICT Group Inc Stream


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