Published in September 2020, the ISG Provider Lens™ Contact Center – Customer Experience Services Archetype Report is a research report aligning enterprise requirements and provider capabilities.
In 2020, Sitel Group® was recognized by Information Services Group (ISG) as a leader in three out of three archetypes in the ISG Provider Lens™ Contact Center – Customer Experience Services Archetype Report.
The three archetypes are Automation Embracers, Digital Connoisseurs and CX Evangelists. With this recognition, Sitel Group is the only service provider to be named a leader in all three archetypes with 4 out of 4 scores in each.
Automation Embracers
With EXP+™ Evolve’s contact center automation, Sitel Group is bringing to life by enabling agents to do their jobs more efficiently and more effectively while improving quality assurance, e.g., Sitel® Quality Assurance Automation. Further, Sitel Group has a proven track record of leveraging its global partner ecosystem to bring advanced digital solutions to its clients. In fact, Sitel Group was the only provider in this archetype to score 4 out of 4.
Digital Connoisseurs
Sitel Group’s overall product and capability platform, EXP+™, offers integrated and vertical solutions, with cross-functional experts, to its clients. This unified CX platform includes AI, digital, self-service and automation solutions across a customer digital journey through solutions such as Sitel® Digital Agent and Sitel Interaction Analytics.
CX Evangelists
As the only provider scoring 4 out of 4 in this category, Sitel Group stands apart from other providers with its use of advanced analytics to drive more empathetic and meaningful conversations that, in turn, have a positive impact on customer experience (CX). Sitel Group’s robust analytics capabilities, within the EXP+ Evolve family, focus on data modeling and data visualization, such as Sitel Process Optimization Consulting. The group’s case studies demonstrate a variety of services delivered and also show strong usage of advanced digital technologies to create an impact on CX.
This report summarizes the relative capabilities of 21 contact center service providers and their abilities to address the requirements three typical, frequently encountered categories of enterprise buyers (“archetypes”).
To learn more about how you can experience more with EXP+, visit sitel.com.