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市場調查報告書

決策矩陣:南北美洲的國內、客服中心、外包商的選擇:2015∼2016年

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

出版商 Ovum, Ltd. 商品編碼 355301
出版日期 內容資訊 英文 30 Pages
商品交期: 最快1-2個工作天內
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決策矩陣:南北美洲的國內、客服中心、外包商的選擇:2015∼2016年 Ovum Decision Matrix: Selecting an Americas Nearshore Contact Center Outsourcer, 2015-16
出版日期: 2015年09月25日 內容資訊: 英文 30 Pages
簡介

本報告提供從南北美洲的國內到美國,加拿大的消費者,提供CRM服務的主要客服中心、外包商的評估等相關資料,為您概述為以下內容。

第1章 摘要

  • 概要
  • Ovum的見解
  • 主要調查結果

第2章 供應商解決方案的選擇

  • 總括標準
  • 除外標準
  • 調查手法
  • Ovum的等級

第3章 市場與解決方案分析

  • 市場背景:北美的客服中心管理者的需求
  • 決策矩陣:美國的國內、客服中心:2015∼2016年
  • 市場領導:Convergys, Sykes, Teleperformance
  • 市場挑戰者:Alorica, Atento, Concentrix, EGS, Qualfon, Sitel, Sutherland
  • 市場模仿者:Minacs

第4章 市場領導

  • 市場領導:技術
  • 市場領導:實行
  • 市場領導:對市場的影響

第5章 供應商分析

  • Alorica(Ovum建議:市場挑戰者)
  • Atento(Ovum建議:市場挑戰者)
  • Concentrix(Ovum建議:市場挑戰者)
  • Convergys(Ovum建議:市場領導)
  • EGS(Ovum建議:市場挑戰者)
  • Minacs(Ovum建議:市場模仿者)
  • Qualfon(Ovum建議:市場挑戰者)
  • Sitel(Ovum建議:市場挑戰者)
  • Sutherland(Ovum建議:市場挑戰者)
  • Sykes(Ovum建議:市場領導)
  • Teleperformance(Ovum建議:市場領導)

第6章 附屬資料

  • 相關報告書
  • 著者
目錄
Product Code: IT0019-003496

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

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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