Gartner Information Technology Research

Gartner Magic Quadrant for Customer Management Contact Center BPO


Gartner's Magic Quadrant for customer management contact center business process outsourcing services evaluates a vibrant provider landscape. Sourcing managers need to know that the providers are fast-changing due to evolving technology and customer needs in an uncertain economic climate.

Published: 24 December 2013

ID: G00248938

Analyst(s): TJ Singh

Table Of Contents

Market Definition/Description

  • CM Contact Center BPO Defined

Magic Quadrant

  • Vendor Strengths and Cautions
    • Aegis
    • Alorica
    • Atento
    • Convergys
    • EGS-APAC
    • FIS
    • HP Enterprise Services
    • IBM Global Process Services
    • Mahindra Business Services Group
    • Serco
    • Sitel
    • Stream Global Services
    • Sutherland Global Services
    • Sykes
    • Teleperformance
    • TeleTech
    • Transcom
    • West
    • Xerox
  • 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


Market Overview

  • Balancing Metrics and Sustainable Growth
  • The Road Ahead

Gartner Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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