Sitel Group® Named Leader in 2022 ISG Provider Lens™ Contact Center – Customer Experience Services Quadrant and Archetype Reports

For the third consecutive year, Sitel Group was named the Global Leader in AI & Analytics; for the second consecutive year the group was named the Global Leader in Social Media CX Services and the Top Leader across Europe & U.K. in all four categories of the 2022 Quadrant Reports Sitel Group was named a continued Leader for all four categories of archetypes of enterprise buyers in the 2022 Archetype Report: Automation Embracers, CX Evangelists, Digital Connoisseurs and Work From Home Buyers

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November 21, 2022 - 5 MIN READ

MIAMI – November 21, 2022– Sitel Group®, one of the largest global providers of customer experience (CX) products and solutions, today announced that it has been recognized as a Leader in the Information Services Group (ISG) Provider Lens™ Contact Center – Customer Experience Services 2022 Quadrant and Archetype reports.

“Sitel Group works tirelessly to ensure we are delivering the best possible experience for our customers,” said Martin Wilkinson-Brown, CMO, Sitel Group. “To receive this prestigious recognition by ISG as a global leader in customer experience for consecutive years is an incredible honor. I can speak on behalf of the entire team that it’s moments like this that give us the motivation to keep challenging the status quo, innovating and doing what we do best.”

“With an aggressive organic and inorganic growth, Sitel Group has built a comprehensive portfolio of solutions and services,” said Namratha Dharshan, Director of Research and Principal Analyst, ISG. “Sitel Group is well-positioned to address clients of archetypes and provide them with scale and technology as well as human and global presence. The company is heavily invested in bringing the best-of-breed technology-driven solutions to its clients. It has successfully defined approaches to create a fine balance between employee experience and CX and provide value to its clients by bettering the contextual conversations.”

The Global and Europe & U.K. Quadrant Reports measured the capabilities of 30 and 24 contact center service providers, respectively. Sitel Group was named a continued global Leader in AI & Analytics ( Global Leader for third consecutive year), Digital Operations, Social Media CX Services (Global Leader for second consecutive year) and Work From Home Services. For the second year in a row, Sitel Group was the Leader for all four categories in the Europe & U.K. Quadrant Report.

  • AI & Analytics – Sitel Group was named the top global Leader in this quadrant for another consecutive year. The company offers extensive, sophisticated analytics and AI to clients and demonstrates customer successes through case studies.
  • Digital Operations – Sitel Group demonstrates clear leadership qualities in the digital operations category, with offerings geared to customer demands and investments in growth-enhancing activities.
  • Work From Home Services – With a firm position in the Leader’s quadrant, Sitel Group consistently develops, enhances and delivers stellar offerings to customers in the work-from-home realm. The company also offers a talent management system enabled by proprietary solutions and partnerships.
  • Social Media CX Services – Once again, Sitel Group was named the Global Leader in the social media CX services quadrant. Sitel Group offers end-to-end social media capabilities and an ecosystem to help customers with strategy, tools and expertise.

Sitel Group was also recognized as a continued Leader in the 2022 ISG Provider Lens™ Contact Center – Customer Experience Services Archetype Report. This report measured the capabilities of 26 contact center service providers and their abilities to address the requirements of four frequently encountered archetypes of enterprise buyers: Automation Embracers, CX Evangelists, Digital Connoisseurs and Work From Home Buyers.

Sitel Group was named a Leader across all four archetypes.

  • Automation Embracers – With a proven track record, advanced automation capabilities, robust automation offerings and an automation ecosystem, Sitel Group is a top leader in automation within the contact center industry, using its global partner ecosystem to bring advanced digital solutions to its customers.
  • CX Evangelists – Sitel Group is a diversified and stable long-term partner with advisory-led, industry-experienced consultants with deep CX expertise. The CX provider has demonstrated successful case studies exhibiting efficient usage of AI and analytics for its clients.
  • Digital Connoisseurs – Sitel Group has developed advanced cloud-based solutions that deliver powerful AI-driven solutions in the CX space including chatbots, digital agents, support bots, interactive voice response (IVR) with conversational and visual IVR and more.
  • Work From Home Buyers – The company’s combination of end-to-end services, work-from-home flexibility and expertise in multiple industry verticals is engagement driven by its advisory practice. The Work from Anywhere approach from Sitel Group offers three flexible working models globally across 40 countries. Sitel Group has more than 100,000 associates working from home.

For information about Sitel Group, visit www.sitel.com.

About Sitel Group®

As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.

With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.

EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of five connected product families.

Learn more at www.sitel.com and connect with us on FacebookLinkedIn and Twitter

About ISG Provider Lens™ Research 

The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG’s global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG’s enterprise clients. The research currently covers providers offering their services across multiple geographies globally. For more information about ISG Provider Lens™ research, please visit this webpage.

 ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 800 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.ISG Research™ provides subscription research, advisory consulting and executive event services focused on market trends and disruptive technologies driving change in business computing. ISG Research delivers guidance that helps businesses accelerate growth and create more value. ISG offers research specifically about providers to state and local governments (including counties, cities) as well as higher education institutions. Visit: Public Sector. For more information about ISG Research subscriptions, please email contact@isg-one.com, call +1.203.454.3900, or visit research.isg-one.com.

About ISG 

ISG (Information Services Group) (Nasdaq: III) is a leading global technology research and advisory firm. A trusted business partner to more than 800 clients, including more than 75 of the world’s top 100 enterprises, ISG is committed to helping corporations, public sector organizations, and service and technology providers achieve operational excellence and faster growth. The firm specializes in digital transformation services, including automation, cloud and data analytics; sourcing advisory; managed governance and risk services; network carrier services; strategy and operations design; change management; market intelligence and technology research and analysis. Founded in 2006, and based in Stamford, Conn., ISG employs more than 1,300 digital-ready professionals operating in more than 20 countries—a global team known for its innovative thinking, market influence, deep industry and technology expertise, and world-class research and analytical capabilities based on the industry’s most comprehensive marketplace data. For more information, visit www.isg-one.com.

Media Contacts

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