Gartner Information Technology Research

Gartner Magic Quadrant for Customer Management Contact Center BPO, Worldwide


Gartner's Magic Quadrant for customer management business process outsourcing services evaluates key service providers in an evolving growth market. Sourcing and vendor management leaders need to know what differentiates these providers in a rapidly changing market.

Published: 22 March 2017

ID: G00300949

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

Table Of Contents

Market Definition/Description

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

Magic Quadrant

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

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