Magic Quadrant for Customer Management Contact Center BPO, Worldwide

Archived Published: 22 March 2017 ID: G00300949

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Gartner's Magic Quadrant for customer management business process outsourcing services evaluates key service providers in an evolving growth market. Sourcing and vendor management leaders need to know what differentiates these providers in a rapidly changing market.

Table of Contents

  • Market Definition/Description
    • Customer Management BPO Defined
      • Customer Selection
      • Customer Acquisition
      • Customer Extension
      • Customer Retention
  • Magic Quadrant
    • Vendor Strengths and Cautions
      • Aegis
      • AlmavivA
      • Alorica
      • Atento
      • Concentrix
      • Conduent
      • Convergys
      • Firstsource
      • FIS
      • HGS
      • HPE
      • Intelenet
      • Sitel
      • Sutherland Global Services
      • Sykes
      • Tech Mahindra
      • Teleperformance
      • TeleTech
      • Transcom
      • transcosmos
      • Wipro
    • Vendors Added and Dropped
      • Added
      • Dropped
  • Inclusion and Exclusion Criteria
    • Quantitative Criteria
    • Qualitative Criteria
  • Evaluation Criteria
    • Ability to Execute
    • Completeness of Vision
    • Quadrant Descriptions
      • Leaders
      • Challengers
      • Visionaries
      • Niche Players
  • Context
  • Market Overview
  • Gartner Recommended Reading
© 2017 Gartner, Inc. and/or its Affiliates. All Rights Reserved. Reproduction and distribution of this publication in any form without prior written permission is forbidden. The information contained herein has been obtained from sources believed to be reliable. Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartners research may discuss legal issues related to the information technology business, Gartner does not provide legal advice or services and its research should not be construed or used as such. Gartner shall have no liability for errors, omissions or inadequacies in the information contained herein or for interpretations thereof. The opinions expressed herein are subject to change without notice.

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