Gartner Information Technology Research

Gartner Magic Quadrant for Customer Service BPO


Service organizations partner with CS BPO vendors to reduce costs, achieve greater staffing flexibility and/or access new digital or technology capabilities. CSS leaders should use this Magic Quadrant to identify the vendor best suited to support their digital and live-assist channel needs.

Published: 09 February 2021

ID: G00469976

Analyst(s): Deborah Alvord , Kim Dans , Philip Jenkins , John Quaglietta , TJ Singh

Table Of Contents

Market Definition/Description

Magic Quadrant

  • Vendor Strengths and Cautions
    • AlmavivA
    • Alorica
    • Atento
    • Comdata Group
    • Concentrix
    • Conduent
    • HGS
    • Sitel Group
    • Startek
    • Sutherland
    • SYKES
    • Tech Mahindra
    • Teleperformance
    • TELUS International
    • Transcom
    • TTEC
    • VXI Global Solutions
    • Webhelp
    • Wipro

Inclusion and Exclusion Criteria

Evaluation Criteria


Market Overview

Gartner Recommended Reading

Evaluation Criteria Definitions

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