Insights|Through the Lens: The Future of Contact Centers is Being Shaped by Digital Leaders

Through the Lens: The Future of Contact Centers is Being Shaped by Digital Leaders

Sitel Group has been recognized as a leader by Information Services Group (ISG) in its recently published Provider Lens Archetype Report.

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contact center of the future
by Sitel staff May 21, 2019 - 1 MIN READ

Sitel Group has been recognized as a leader by Information Services Group (ISG) in its recently published Provider Lens Archetype Report. Sitel ranks as a global contact center/customer experience (CX) leader among other service providers specifically for its diverse omnichannel solutions, innovative technologies and personalized service.

Leading the way for the contact center of the future

The baseline for any successful and effective customer service strategy is exceptional support – but it doesn’t stop there. According to the report, the “contact center of the future” lies in personalized service, with today’s consumers demanding speed, accuracy, agility and accessibility as bare minimum requirements. Beyond great service, your strategy must be able to evolve in an ever-changing market.

For this report, ISG evaluated 17 contact center service providers, measuring their abilities to address the demands of four frequently encountered categories, or archetypes, of enterprise buyers. Following a “crawl, walk, run and transform” pattern, each archetype addresses different needs and opportunities.

As a leader in three of the four archetypes, Sitel’s key differentiators are rooted in its robust investment plans; a wholesome understanding of the social client; diverse CX and digital capabilities; and an emphasis on innovation.

As outlined by the report, leaders across these quadrants have a highly attractive and flexible model, a unique portfolio of technology-led solutions and a strong competitive advantage in the market.

A global leader

For over 30+ years, Sitel Group has delivered omnichannel experiences to its clients – from Fortune 500 companies to local startups – through voice, chat, artificial intelligence, social media and more.

To learn how Sitel ranks as a leader and see where your organization falls within the buyer archetypes, download the full report here.    

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