Gartner Research

Magic Quadrant for Customer Management Contact Center BPO

Published: 23 December 2014

ID: G00262224

Analyst(s): Brian Manusama, TJ Singh

Summary

Gartner's Magic Quadrant for CM contact center business process outsourcing services evaluates a dynamic and transforming provider landscape. Sourcing managers need to know that providers are fast-evolving due to changing markets, technology and customer needs.

Table Of Contents

Market Definition/Description

  • CM Contact Center BPO Defined

Magic Quadrant

  • Vendor Strengths and Cautions
    • Aegis
    • Alorica
    • Atento
    • Concentrix
    • Convergys
    • EGS (APAC)
    • FIS
    • HGS
    • HP Enterprise Services
    • Serco
    • Sitel
    • Sutherland Global Services
    • Sykes
    • Tech Mahindra Business Services Group
    • Teleperformance
    • TeleTech
    • Transcom
    • transcosmos
    • 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

Context

Market Overview

  • Managing Client Expectations, and Balancing Metrics and Sustainable Growth

Gartner Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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