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Reviews for Customer Management Contact Center BPO

Reviews for Customer Management Contact Center BPO

Gartner defines business process outsourcing (BPO) as the delegation of one or more IT-enabled business processes to an external provider that, in turn, owns, administers and manages the processes and agreed-upon outcomes based on predefined performance metrics. Customer management (CM) contact center BPO, which comprises the processes linking an organization with its existing and potential customers, can be categorized in four subsegments: customer selection, customer acquisition, customer extension, customer retention. These four subsegments are normally executed across the following four primary channels: telephony, inclusive of voice and interactive voice response (IVR) self-service, email response management, SMS, text services and mobile applications, web chat and social CRM services, knowledge management for Web-based self-service.

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