outsourcing - Everest Group Research Portal

All Reports Events Blogs Videos

Showing 23 results

Sykes

Provider Compendium
Oct. 21, 2021

Shirley Hung

Partner

David Rickard

Partner

Sharang Sharma

Vice President

Deepanshu Agarwal

Senior Analyst

Sonali Srivastava

Senior Information Specialist

Customer Experience Management (CXM) in EMEA – Service Provider Compendium 2021

Customer Experience Management (CXM) in EMEA – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 25 service providers, including scale of operations, technology solutions, portfolio mix, and delivery locations, along with Everest Group’s PEAK…
PEAK Matrix®
Sep. 10, 2021

Shirley Hung

Partner

David Rickard

Partner

Sharang Sharma

Vice President

Deepanshu Agarwal

Senior Analyst

Customer Experience Management (CXM) in EMEA – PEAK Matrix® Assessment with Service Provider Landscape 2021

The Customer Experience Management (CXM) market in Europe, Middle East, and Africa (EMEA) has experienced growth due to increased demand for outsourcing, as enterprises look to cut costs, balance risks, and overcome pandemic-induced challenges, while ensuring…
Provider Compendium
Sep. 27, 2021

Shirley Hung

Partner

David Rickard

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Sufiyan Dayam

Analyst

Sonali Srivastava

Senior Information Specialist

Customer Experience Management (CXM) – Service Provider Compendium 2021

Customer Experience Management (CXM) – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 37 service providers, including their scale of operations, technology solutions, portfolio mix, and delivery locations, along with Everest Group’s PEAK Matrix®…
PEAK Matrix®
July 16, 2021

Shirley Hung

Partner

David Rickard

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Sufiyan Dayam

Analyst

Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2021

Following the COVID-19 pandemic, Customer Experience Management (CXM) outsourcing has increased, as enterprises look to cut costs, balance risks, and maintain CX levels. They have turned to service providers to digitalize their operations, shift to non-voice…
Provider Compendium
March 25, 2021

Shirley Hung

Partner

Sharang Sharma

Vice President

Chhandak Biswas

Vice President

Sufiyan Dayam

Analyst

Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Compendium 2021

The Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Compendium 2021 provides accurate, comprehensive, and fact-based snapshots of 16 major WAHA CXM service providers. It offers a detailed profile of each WAHA…
PEAK Matrix®
Jan. 29, 2021

Shirley Hung

Partner

Sharang Sharma

Vice President

Chhandak Biswas

Vice President

Work at Home Agent (WAHA) Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2021

The COVID-19 pandemic significantly hit customer experience amid social distancing and lockdown measures implemented globally. It also resulted in the Work at Home Agent (WAHA) business model for delivering Customer Experience Management (CXM) services becoming a…
PEAK Matrix®
June 28, 2019

Shirley Hung

Partner

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019

The CXM space is witnessing rapid shift to digitally driven CX, fueled by changing buyer demands. These changes are driving service providers to invest in digital capabilities across the board, instead of focusing on selective capabilities.…
Provider Compendium
Nov. 20, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Chhandak Biswas

Vice President

Customer Experience Management (CXM) in EMEA – Service Provider Compendium 2021

Customer Experience Management (CXM) Services in Europe, Middle East, and Africa (EMEA) – Service Provider Compendium 2021 provides accurate, comprehensive, and fact-based snapshots of 21 CXM service providers operating in EMEA. It offers a detailed profile…
PEAK Matrix®
Sep. 29, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Chhandak Biswas

Vice President

Customer Experience Management (CXM) – Service Provider Landscape in EMEA with Services PEAK Matrix® Assessment 2020

The Customer Experience Management (CXM) market in Europe, Middle East, and Africa (EMEA) has experienced steady growth over the last few years, driven by increasing adoption of digital services and emerging verticals and countries. While economic…
Provider Compendium
Sep. 17, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Customer Experience Management (CXM) – Service Provider Compendium 2020

The Customer Experience Management (CXM) – Service Provider Compendium provides accurate, comprehensive, and fact-based snapshots of 34 CXM service providers. In it, we present the providers’ scale of operations, technology solutions, and delivery locations, along with…
PEAK Matrix®
June 29, 2020

Shirley Hung

Partner

Sharang Sharma

Vice President

Aishwarya Barjatya

Practice Director

Customer Experience Management (CXM) – Service Provider Landscape with Services PEAK Matrix® Assessment 2020

The economic uncertainty created by COVID-19 has increased the focus on digital Customer Experience (CX) for enterprises in a scenario where they look to enhance customer experience and contain costs. Many service providers are experiencing a…
Provider Compendium
Aug. 17, 2018

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Compendium 2018

The CCO service provider compendium provides accurate, comprehensive, and fact-based snapshots of 30+ service providers in the CCO market. The study provides a detailed five-page profile of each CCO service provider assessed, which captures a comprehensive…
State of the Market
Sep. 14, 2018

Sharang Sharma

Vice President

Contact Center Outsourcing Annual Report 2018: Transforming Customer Experience Through a Digital-First Approach

Contact centers are transforming to adopt a digital-first approach, as many enterprises regard CX improvement as one of their top strategic priorities. This has fundamentally transformed the CCO market, as enterprises increasingly look for service providers…
State of the Market
Sep. 30, 2019

Shirley Hung

Partner

Sharang Sharma

Vice President

Customer Experience Management (CXM) Annual Report 2019: Delivering Next-generation Contact Center Services

The Customer Experience Management (CXM) industry is witnessing significant disruption in service delivery, as buyers are increasing their focus on digital solutions to reduce costs, optimize operations, and improve Customer Experience (CX). While traditional contact centers…
PEAK Matrix®
June 12, 2018

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Landscape with Services PEAK Matrix™ Assessment 2018

The global CCO market picked up pace and grew at ~4% to reach US$81-83 billion in 2017. While many of the service providers have exhibited strong growth on the back of various acquisitions made in the…
PEAK Matrix®
May 09, 2019

Vishal Gupta

Partner

Deepthi Mudunooru

Practice Director

Customer Experience (CX) Analytics – Service Provider Landscape with Services PEAK Matrix™ Assessment 2019

The contact center outsourcing industry has undergone a transcendental shift. It is no longer concentrating only on reducing cost for the organization, but also on helping them create differentiation in the market. One of the solutions…
Thematic Report
Dec. 12, 2018

Sharang Sharma

Vice President

Redefining Innovation in CXM: Buyers’ Perspective

Purely product-based differentiation is short term. This, along with margin pressures and the emergence of new players is pushing enterprises to drive innovation in the way they deliver Customer Experience (CX) and contact center services. CX…
Thematic Report
Sep. 28, 2018

Sharang Sharma

Vice President

Decoding Digital Customer Experience Management

The importance of customer experience in a highly competitive market is forcing enterprises to relook at the way they have been running their contact center operations. As technology gains prominence in a digital-first world, it can…
State of the Market
Aug. 11, 2017

Contact Center Outsourcing Annual Report 2017 – Disruption is Here: The End of Contact Centers as We Know Them

With increasing focus on technology adoption and uncertainty in the market due to geopolitical factors, CCO industry grew at a slow rate of ~3% in 2016 to reach US$78-80 billion. The market is witnessing a shift…
PEAK Matrix®
June 27, 2017

Sharang Sharma

Vice President

Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2017

The global CCO market grew at ~3% to reach US$78-80 billion in 2016. The year 2016 continued to witness the move toward digitalization, which has had a profound impact on the buyer requirements. The last 12-18…

Items per page

Filters