Call Center Scheduling Feature Article
February 06, 2013
Gartner Recognizes Xerox for Customer Management
By Rajani Baburajan, TMCnet Contributor
Xerox has been named to the Leaders Quadrant by Gartner (News - Alert), in the 2012 Magic Quadrant Customer Management Contact Center Business Process Outsourcing report. Xerox offers business process outsourcing and IT outsourcing services to commercial and government organizations across the world. Some of its services include data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services.
Over the past several years, Xerox has grown to handle more than 1.6 million contact center interactions daily in 175 global customer care centers, in 30 languages. The company currently has 54,000 customer management agents.
With sales approaching $23 billion, Xerox also provides cutting-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size.
“We live in a world that’s very connected, and customers expect, and even demand to receive immediate care from brands, said Connie Harvey, chief operating officer, Xerox Commercial Services, in a statement. “We feel being placed as a leader in the Magic Quadrant is recognition that Xerox is setting new industry standards in customer care through innovation, globalization and deeper, data-based understanding of customer needs.”
Earlier in October Xerox was also placed by Gartner in Visionaries Quadrant of its 2012 Magic Quadrant for Enterprise Content Management (ECM). Gartner recognized DocuShare, Xerox's ECM platform, which helps organizations of all sizes automate the entire lifecycle of documents.
Edited by Amanda Ciccatelli