Decision Matrix: Selecting a Contact Center Outsourcing Vendor

Abstract

Overview

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

Report 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