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Sitel Group® Named Leader in ISG Provider Lens™ Archetype Report 2022

Sitel Group® Named Leader in ISG Provider Lens™ Archetype Report 2022
Information Services Group (ISG) named Sitel Group® as a continued Leader for Automation Embracers, Digital Connoisseurs and CX Evangelists in the ISG Provider Lens™ Contact Center – Customer Experience Services Archetype 2022 Report.
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Sitel Group® Named Leader in ISG Provider Lens™ Archetype Report 2022

In This Report

This report measured capabilities of 26 contact center service providers in which ISG found 16 Leaders that stood out above the others. These providers’ abilities addressed the requirements of four frequently encountered archetypes of enterprise buyers.

  • ISG’s experienced-based, proprietary assessment of services providers’ suitability to the needs of typical contact center customers
  • Services providers’ known capabilities in the context of user enterprises’ typical project needs, categorized as specific archetypes
  • Characteristics of each archetype, which are moving targets because the relative importance of requirements greatly varies
  • Each archetype represents a unique set of business and technological needs and challenges
  • The report’s four archetypes include Automation Embracers, Digital Connoisseurs, CX Evangelists and Work From Home Buyers of which Sitel Group is a Leader for all

Key Takeaways From the Report:

Sitel Group Harnesses Automation Expertise and Capabilities
Ranking 4 out of 4 in the Automation Embracer archetype, Sitel Group emerged as a continued Leader with its strong technology-led investments and innovative go-to-market approach.
Sitel Group Is a Digital Connoisseur
With its vast ecosystem of strategic digital partners, Sitel Group delivers CX capabilities with AI and automation with best-in-class partners. Similarly, in partnership with NICE InContact and via the company’s product architecture, Sitel Group delivers a managed and scalable omnichannel cloud platform.
Sitel Group Stands Apart with Use of Advanced Analytics
Speech analytics remains a differentiator for Sitel Group, helping with coaching and training agents to deliver the best CX services. As a leading player in the industry, its use of advanced analytics drives more empathetic and meaningful conversations which have a positive impact on CX.
Sitel Group Excels in Work-From-Home
The company’s combination of investment in the employee experience, work-from-home flexibility and expertise in multiple industry verticals position it to shine with work-from-home buyers in the market. The Sitel at Home™ work-from-home solution delivers improved performance with its work-from-anywhere platform. Its delivery model is built on several patented tools and technologies, including the MAXhub framework, which has the amenities of a traditional brick-and-mortar contact center with the flexibility of a virtual environment for staff.
Download ISG Provider Lens™ Contact Center – Customer Experience Services Archetype Report – Sitel Group 2022