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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DATAMONITOR VIEW
CATALYST
SUMMARY
MARKET DEVELOPMENTS: Margin pressure due to the declining USD; Rise of home-based agents; Move toward 'rightshoring'; Agent attrition; Contact center outsourcing decision matrix; Market leaders: Teleperformance, Sitel, Convergys, EDS and Teletech; The challengers: Minacs, ICT Group GROUP, Stream and Sykes; Consider; Explore
MARKET LEADERS: Market leaders- services and technologies; Market leaders - End user sentiment; Market leaders - Impact
VENDOR ANALYSIS: Convergys; Recommendation: Shortlist; EDS; Recommendation: Shortlist; ICT Group; Recommendation: Explore; Minacs; Recommendation: Consider; Sitel; Recommendation: Shortlist; Stream; Recommendation: Explore; Sykes; Recommendation: Consider; TeleTech; Recommendation: Shortlist; Teleperformance; Recommendation: Shortlist; Other notable CCOS vendors; Atento; Dimension Data CIS \ Merchants; Telvista; Transcom; Xceed
APPENDIX: Summary scores; Methodology; Extended methodology; End user sentiment; Market impact; Services & technologies; Ask the analyst; Datamonitor consulting; Disclaimer
List of Tables: Table 1: The CCOS Decision Matrix; Table 2: CCOS Decision Matrix - vendor scores summary
List of Figures: Figure 1: USD versus CAD, 2006 - 2008; Figure 2: Global home agent growth, 2006 - 2012; Figure 3: The CCOS Decision Matrix; Figure 4: Market leaders: services & technologies; Figure 5: Market leaders: end user sentiment; Figure 6: Market leaders: market impact; Figure 7: The Convergys CCOS radars; Figure 8: The EDS CCOS radars; Figure 9: The ICT CCOS radars; Figure 10: The Minacs CCOS radars; Figure 11: The Sitel CCOS radars; Figure 12: The Stream CCOS radars; Figure 13: The Sykes CCOS radars; Figure 14: The TeleTech CCOS radars; Figure 15: The Teleperformance CCOS radars