Gartner Information Technology Research

Gartner Magic Quadrant: Customer Management Contact Center BPO, Worldwide


Gartner's 2011 Magic Quadrant for customer management contact center business process outsourcing services evaluates a vibrant provider landscape that is fast-changing due to evolving market conditions, customer needs and technology, in a volatile global economy.

Published: 19 December 2011

ID: G00226448

Analyst(s): TJ Singh , Johan Jacobs

Table Of Contents

What You Need to Know

Magic Quadrant

  • 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 (a Xerox Company)
    • Aegis
    • Alorica
    • Atento
    • Convergys
    • HP
    • IBM Global Process Services
    • NCO Group
    • Sitel
    • Stream Global Services
    • Sutherland Global Services
    • Sykes
    • Teleperformance
    • TeleTech
    • Vertex Business Services
    • West Communication Services

Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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