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Introduction

This Ovum Decision Matrix assesses the leading contact center outsourcers providing CRM services to consumers in the US and Canada from the American nearshore.

Highlights

  • Convergys, Sykes, and Teleperformance were ranked in the leader category of this Decision Matrix, due in large part to their market impact, proven ability to execute from the American nearshore, and the functions that they have on offer from this region.
  • Several competitors including Alorica, Atento, Concentrix, EGS, Qualfon, Sitel, and Sutherland were included in the challenger category of this Ovum Decision Matrix, while Minacs was ranked as a follower.

Features and Benefits

  • Learn about which vendors were ranked as leaders in American nearshore contact center delivery and why.
  • Determine which contact center outsourcers are the ones to watch in terms of innovative services and emerging geographic delivery locations.
  • Understand the competitive dynamic of the contact center services market in the American nearshore.

Key questions answered

  • Which contact center outsourcers were ranked as American nearshore delivery leaders and why?
  • Among the challengers and followers, which vendors have the most compelling mass-market and niche offerings?
  • What does the competitive nature of nearshore contact center delivery look like in the Americas, and how is this likely to change in the coming months?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key findings

Vendor solution selection

  • Inclusion criteria
  • Exclusion criteria
  • Methodology
  • Ovum ratings

Market and solution analysis

  • Market context – what North American contact center managers want
  • Ovum Decision Matrix: American nearshore contact center delivery, 2015–16
  • Market leaders: Convergys, Sykes, Teleperformance
  • Market challengers: Alorica, Atento, Concentrix, EGS, Qualfon, Sitel, Sutherland
  • Market follower: Minacs

Market leaders

  • Market leaders: features
  • Market leaders: execution
  • Market leaders: market impact

Vendor analysis

  • Alorica (Ovum recommendation: Challenger)
  • Atento (Ovum recommendation: Challenger)
  • Concentrix (Ovum recommendation: Challenger)
  • Convergys (Ovum recommendation: Leader)
  • EGS (Ovum recommendation: Challenger)
  • Minacs (Ovum recommendation: Follower)
  • Qualfon (Ovum recommendation: Challenger)
  • Sitel (Ovum recommendation: Challenger)
  • Sutherland (Ovum recommendation: Challenger)
  • Sykes (Ovum recommendation: Leader)
  • Teleperformance (Ovum recommendation: Leader)

Appendix

  • Further reading
  • Author

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