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Market Research Report

Ovum Decision Matrix: Selecting an Americas Nearshore Contact Center Outsourcer, 2015-16

Published by Ovum (TMT Intelligence, Informa) Product code 355301
Published Content info 30 Pages
Delivery time: 1-2 business days
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Ovum Decision Matrix: Selecting an Americas Nearshore Contact Center Outsourcer, 2015-16
Published: September 25, 2015 Content info: 30 Pages
Description

This Ovum Decision Matrix assesses the leading contact center outsourcers providing CRM services to consumers in the US and Canada from the American nearshore. Key factors examined include features offered to clients, ability to execute, and market presence.

Highlights

  • Convergys, Sykes, and Teleperformance were ranked in the leader category of this Decision Matrix, due in large part to their market impact, proven ability to execute from the American nearshore, and the functions that they have on offer from this region.
  • Several competitors including Alorica, Atento, Concentrix, EGS, Qualfon, Sitel, and Sutherland were included in the challenger category of this Ovum Decision Matrix, while Minacs was ranked as a follower.
  • Learn about which vendors were ranked as leaders in American nearshore contact center delivery and why.
  • Determine which contact center outsourcers are the ones to watch in terms of innovative services and emerging geographic delivery locations.

Features Benefits

  • Learn about which vendors were ranked as leaders in American nearshore contact center delivery and why.
  • Determine which contact center outsourcers are the ones to watch in terms of innovative services and emerging geographic delivery locations.
  • Understand the competitive dynamic of the contact center services market in the American nearshore.

Questions Answers

  • Which contact center outsourcers were ranked as American nearshore delivery leaders and why?
  • Among the challengers and followers, which vendors have the most compelling mass-market and niche offerings?
  • What does the competitive nature of nearshore contact center delivery look like in the Americas, and how is this likely to change in the coming months?
Table of Contents
Product Code: IT0019-003496

Table of Contents

1. Summary

  • Catalyst
  • Ovum view
  • Key findings

2. Vendor solution selection

  • Inclusion criteria
  • Exclusion criteria
  • Methodology
  • Ovum ratings

3. Market and solution analysis

  • Market context - what North American contact center managers want
  • Ovum Decision Matrix: American nearshore contact center delivery, 2015-16
  • Market leaders: Convergys, Sykes, Teleperformance
  • Market challengers: Alorica, Atento, Concentrix, EGS, Qualfon, Sitel, Sutherland
  • Market follower: Minacs

4. Market leaders

  • Market leaders: features
  • Market leaders: execution
  • Market leaders: market impact

5. Vendor analysis

  • Alorica (Ovum recommendation: Challenger)
  • Atento (Ovum recommendation: Challenger)
  • Concentrix (Ovum recommendation: Challenger)
  • Convergys (Ovum recommendation: Leader)
  • EGS (Ovum recommendation: Challenger)
  • Minacs (Ovum recommendation: Follower)
  • Qualfon (Ovum recommendation: Challenger)
  • Sitel (Ovum recommendation: Challenger)
  • Sutherland (Ovum recommendation: Challenger)
  • Sykes (Ovum recommendation: Leader)
  • Teleperformance (Ovum recommendation: Leader)

6. Appendix

  • Further reading
  • Author

Figures

  • Figure 1: North American in-house contact center pain points, 2015
  • Figure 2: North American contact center outsourcing selection criteria, 2015
  • Figure 3: North American contact center offshoring - consideration by location, 2015
  • Figure 4: Ovum Decision Matrix: nearshore contact center outsourcing, 2015-16
  • Figure 5: Expanded view of Ovum Decision Matrix: nearshore contact center outsourcing, 2015-16
  • Figure 6: Ovum Decision Matrix: nearshore contact center outsourcing, 2015-16 - Market leaders - Features
  • Figure 7: Ovum Decision Matrix: nearshore contact center outsourcing, 2015-16 - Market leaders - Execution
  • Figure 8: Ovum Decision Matrix: nearshore contact center outsourcing, 2015-16 - Market leaders - Market impact
  • Figure 9: Alorica - Market challenger
  • Figure 10: Atento - Market challenger
  • Figure 11: Concentrix - Market challenger
  • Figure 12: Convergys - Market leader
  • Figure 13: EGS - Market challenger
  • Figure 14: Minacs - Market follower
  • Figure 15: Qualfon - Market challenger
  • Figure 16: Sitel - Market challenger
  • Figure 17: Sutherland - Market challenger
  • Figure 18: Sykes - Market leader
  • Figure 19: Teleperformance - Market leader
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