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 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


Market Overview

Gartner Recommended Reading

  • Ability to Execute
  • Completeness of Vision

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.