Decision Matrix: Selecting a contact center outsourcing vendor: Industry Research

Decision Matrix: Selecting a contact center outsourcing vendor

Published Date: February 2008

Published By: Datamonitor

Page Count: 35

Order Code: R313-31100

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Description

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Introduction

This project details the principal contact center outsourcing vendors, and provides analysis on their capacities.

Scope

An analysis of nine contact center outsourcers related to their market impact. An analysis of nine contact center outsourcers related to their end user satisfaction scores. An analysis of nine contact center outsourcers related to their services & technologies offerings. Datamonitor's recommendations based on shortlist, consider and explore categories.

Highlights

The current contact center outsourcing vendor market is extremely competitive, especially among top-tier vendors In addition, key differentiators include multishoring capabilities, vertical expertise and horizontal functionality. End user sentiment among vendors analyzed varied significantly.

Reasons to Purchase

Learn about the vendors Datamonitor categorizes among shortlisted outsourcers. Understand what to look for in a contact center outsourcing partner and what the nine vendors profiled have to offer. Know the capacities of each vendor profiled, based upon end user sentiment, market impact and services & technologies.

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