Gartner Information Technology Research

Gartner Magic Quadrant for CRM Contact Center BPO for North America


Gartner's Magic Quadrant for CRM contact center business process outsource services aims to evaluate North American service providers. In light of changing economic conditions, customer needs, and mergers and acquisitions, the CRM contact center BPO service market remains dynamic and vibrant.

Published: 16 December 2009

ID: G00172411

Analyst(s): TJ Singh , Matthew Goldman, Johan Jacobs

Table Of Contents
  • Market Overview
    • Market Definition/Description
  • Inclusion and Exclusion Criteria
    • Added
    • Dropped
  • Evaluation Criteria
    • Ability to Execute
    • Completeness of Vision
  • Leaders
  • Challengers
  • Visionaries
  • Niche Players
  • Vendor Strengths and Cautions
    • ACS
    • Aegis
    • Convergys
    • HP
    • IBM
    • NCO
    • Sitel
    • Stream Global Services
    • Sykes
    • Teleperformance
    • TeleTech
    • West
  • Ability to Execute
  • Completeness of Vision

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