Gartner Information Technology Research

Gartner Magic Quadrant for Customer Management Contact Center BPO

Summary

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 provider landscape is changing due to evolving technology, economic conditions and customer needs.

Published: 28 January 2016

ID: G00273869

Analyst(s): TJ Singh , Misako Sawai , Brian Manusama

Table Of Contents

Market Definition/Description

  • Customer Management Contact Center BPO Defined
    • Customer Selection
    • Customer Acquisition
    • Customer Extension
    • Customer Retention

Magic Quadrant

  • Vendor Strengths and Cautions
    • Aegis
    • Alorica
    • Atento
    • Concentrix
    • Convergys
    • EGS
    • Firstsource
    • FIS
    • HGS
    • HPE
    • Intelenet
    • Minacs
    • Sitel
    • Sutherland Global Services
    • Sykes
    • Tech Mahindra
    • Teleperformance
    • TeleTech
    • Transcom
    • transcosmos
    • Wipro
    • 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

Gartner Recommended Reading

  • Ability to Execute
  • Completeness of Vision

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