Contact Center

Our Contact Center research helps organizations optimize global Contact Center operations by delivering high value insights on outsourcing relationships and shared services

Contact Center, Finance & Accounting, Human Resources, Procurement and Industry-Specific Processes

Our Contact Center Coverage

Our data and analysis of contact center services spans all geographies and all industries – with a focus on the evolution of new channels like email and chat plus the ever increasing importance of technology in service delivery

Everest Group's fact-based reports

Published Reports

We offer an unparalleled depth of coverage in our fact-based and easy-to-digest reports on the contact center outsourcing market. Access to reports and our analysts is available as an annual subscription

 

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Everest Group helps you benchmark global services

Benchmarking

Our industry-leading analysis can help you benchmark contact center services – prices for outsourced services, contracts and service levels, global delivery models, and more

 

 

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Selection, sustainability, portfolio balancing and more

Location Optimization

Whether you are seeking to set up a contact center or evaluate your current service delivery footprint of centers, we provide the data and expertise to help you make an informed investment decision

 

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Fact-based intelligence on peer activity

Peer Intelligence

Learning from the experiences and approaches of other organizations can help avoid costly mistakes and uncover new opportunities. Our peer intelligence capabilities help you validate and improve your strategies

 

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Market Opportunity Assessment

The global services market is actually a combination of many smaller markets, which vary by function, geography, and industry. Service providers looking for opportunities to grow their business by entering new markets, use our datasets and expertise to provide the fact-base and insights to make informed investment decisions

 

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Recent-Research Recent Contact Center Reports

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From Multi-Channel to Omni-Channel Customer Experience

In this era of digital innovation, consumers can reach out to organizations using any of the numerous channels at their disposal. Organizations k[...]
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Analytics Business Process Services (BPS) – Service Provider Landscape with PEAK Matrix™ Assessment 2017

Analytics’ acceptance as a powerful tool for enterprises to achieve targeted business out[...]
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Analytics Business Process Services PEAK Matrix 2017 Global PEAK Preview

Everest Group's fact-based PEAK Matrix™ assessment is the most trusted analysis of service provider capabilities, coverin[...]
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Are There Productivity Differences Across Locations?

Assessing relative differences in productivity across locations is of significant relevance to firms that leverage an integrated global delivery mo[...]
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