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Sutherland Global Services Named a Leader in 2016 Gartner Customer Contact Center BPO Magic QuadrantSutherland Global Services (News - Alert) announced today that Gartner Inc. has positioned the company in the "Leaders" quadrant of the Magic Quadrant for Customer Management Contact Center BPO. Sutherland, a technology enabled business process outsourcing (BPO) and IT services company, has been named a Leader in this category for two consecutive years. Gartner (News - Alert) defines 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 sub-segments: customer selection, customer acquisition, customer extension, and customer retention. For the purpose of this Magic Quadrant research, Gartner assessed 22 service providers that offer comprehensive CM contact center BPO service offerings. Service providers were evaluated on two primary criteria: "completeness of vision" and "ability to execute." According to the report, leaders demonstrate market-defining vision and the ability to execute against that vision through CM contact center BPO services, a superior market share (among the top 10 providers in regions where they compete), and solid references for CM contact center BPO services worldwide, including a cross section of vertical industries. Leaders also have superior investments in innovative CM contact center BPO service offerings, business/pricng models and service delivery models. They have a superior understanding of client needs and of current market conditions, and they are actively building competencies to sustain their leadership position in the CM contact center BPO market across multiple regions. The CM contact center BPO service providers in this Leaders quadrant generally also have strong global and regional service delivery operations and deep technology to leverage, and they deliver above-average customer experience. The 2016 Gartner Customer Contact Center BPO Magic Quadrant report is available here. *Gartner "Magic Quadrant for Customer Management Contact Center BPO" by TJ Singh, Misako Sawai, Brian Manusama. January 28, 2016. About the Magic Quadrant Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. About Sutherland Global Services Established in 1986, Sutherland Global Services is a global BPO and technology-enabled services company offering an integrated set of back-office and customer facing front-office services that support the entire customer lifecycle. It is one of the largest, independent BPO companies in the world serving marquee clients in major industry verticals. Headquartered in Rochester, New York, United States, Sutherland employs over 38,000 professionals and has more than 60 locations in the United States, Australia, Brazil, Bulgaria, Canada, China, Colombia, Egypt, Estonia, India, Jamaica, Malaysia, Mexico, Morocco, the Philippines, Slovakia, Sweden, the United Arab Emirates, and the United Kingdom. For more information, visit www.sutherlandglobal.com. View source version on businesswire.com: http://www.businesswire.com/news/home/20160421005837/en/ |
