News

Sitel Positioned in the Leader Quadrant of the Magic Quadrant for Customer Management Contact Center BPO Worldwide

Recognized as a Leader; Evaluation Based on Completeness of Vision and Ability to Execute

NASHVILLE, Tenn. -- Jan 23, 2012 -- Sitel, a leading global customer care outsourcing provider, today announced it has been positioned by Gartner, Inc. in the Leaders quadrant of Gartner's 2011 Customer Management Contact Center BPO report.¹ The report evaluates vendors through a series of stringent criteria related to the ability to execute as well as completeness of vision. Click here to download a copy of the report.

"Sitel's positioning in Gartner's Leaders quadrant confirms our mission to be a trusted partner to our global clients," said Bert Quintana, President and CEO of Sitel. "As Sitel continues to enhance our multi-channel customer service strategy, the Company remains focused on investing in the right people, process and technology. Over the next year, Sitel will remain focused on delivering innovative solutions driven by social media engagement, self-service and customer satisfaction improvements."

The Magic Quadrant for Customer Management Contact Center BPO states: Over the past 12 months, four key emerging trends surfaced that are fundamentally related to the CM contact center BPO business:

• Emergence of New Markets - Socioeconomic and demographic evolution of large CM contact center BPO buying hubs or markets, such as North America and Western Europe, and the emergence of new markets - developing countries and non-English-speaking markets.
• Mobility Evolution - Increasing numbers of mobile devices, such as the iPhone, iPad, smartphones and so forth, and richer content and interaction on such devices, are driving demand for CM contact center BPO, not only in the matured markets, but more so in emerging markets.
• Growth of Non-voice Channels - The growth of non-voice and automated services, such as self-service, analytics and multichannel services, which are driven by technological changes, innovation, and a focus on service efficiency and effectiveness.
• Continued Service Provider Consolidation - The service provider landscape will continue to consolidate during the next three years as excess capacity is absorbed and service providers drive revenue growth and market share through mergers and acquisitions (M&As).

For more than 25 years, Sitel's world-class industry experience, product innovation and infrastructure has delivered a single source of unmatched nearshore and offshore contact center services for the world's most renowned brands. The company supports more than 300 clients in 36 languages from more than 135 centers in 26 countries. Sitel's strategic geographical footprint provides a proactive, multilingual voice and social Web engagement framework to handle the most dynamic customer requirements.

About Sitel
Sitel is a world leader in outsourced customer care services. With over 26 years of industry experience, Sitel has twice been ranked as the top overall call center outsourcing provider in Datamonitor's annual Black Book of Outsourcing survey. Sitel's approximately 57,000 employees provide clients with predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency. Sitel's solutions span 135+ domestic, nearshore, and offshore centers in 26 countries across North America, South America, Europe, Africa, and Asia Pacific. The company is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.sitel.com.

About the Magic Quadrant
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

¹ Gartner, Inc., Magic Quadrant: Customer Management Contact Center BPO, Worldwide, TJ Singh, Johan Jacobs, December 19, 2011.