Welcome!

News Feed Item

Sitel Honored for Excellence in Omni-Channel Customer Engagement

Global Outsourcing Provider Awarded for Leadership in Next-Generation of Customer Care

NASHVILLE, Tenn., March 14, 2014 /PRNewswire/ -- Sitel, a leading global customer care provider, today announced that it has been honored with the 2014 Customer Value Leadership Award in Omni-Channel Customer Engagement for Contact Center Outsourcing from Frost & Sullivan. The award is presented to the company that has demonstrated leadership and excellence in implementing strategies that proactively create value for its customers, with a focus on improving the return on investment (ROI) that customers make in its services or products. It honors Sitel's focus on enhancing value and improved customer retention.

Sitel.

Sitel has a long history of listening to client needs. In a recent customer study, Sitel discovered a 500 percent increase in demand among its clients for omni-channel solutions. The company responded with significant investment in research and development of new solutions, which have now been awarded the best in the industry. The Customer Value Leadership Award was based on these primary factors:

  • Omni-Channel Strategic Outlook: Sitel was recognized for putting the customer experience at the forefront of brand differentiation for its customers.
  • Customer-Centric Solutions: Frost & Sullivan's benchmarking confirms that Sitel has kept ahead of competitors in the market by developing and refining the Sitel Customer Experience Suite over the past two years.
  • Cloud Enablement: Sitel demonstrated leadership in customer value through the breadth of deployment options provided to customers. The cloud offers a particularly elegant set of solutions. The majority of Sitel's technology solutions are cloud–enabled.
  • Degree of Innovation with People, Products and Technologies: Sitel was honored for innovating in the new channels that are changing the contact center and the customer experience. Sitel is constantly improving its competitive position by putting the company's considerable resources into the development of people, products and technologies.

Frost & Sullivan Principal Analyst, Michael DeSalles, commented, "Sitel has proven its ability to 'connect all of the dots' via smart omni-channel strategies. This progressive Tier 1 outsourcing leader has responded rapidly in order to enhance the customer experience by means of an omni-channel approach to the customer care outsourcing market."

Sitel's clients gain the benefit of the company's global expertise, capabilities and resources in omni-channel, without having to invest in the technology, infrastructure or skilled resources in-house. This reduces costs, improves business efficiencies, increases security and compliance posture as well as business continuity and disaster recovery capabilities. This enables Sitel's customers to take advantage of flexible pricing, demand-driven scalability, resource pooling and global presence of Sitel's Cloud Services offerings.

Sitel's President, CEO and Chairman, Bert Quintana, added, "Sitel's solutions are designed to meet the next generation of customer care head-on, with the industry's finest people, products and technologies for customer experience management in an omni-channel world. Frost & Sullivan's independent market analysis clearly shows that our clients are optimizing revenues, customer satisfaction and operational efficiency. This strategy establishes and reinforces long-term partnerships and delivers consistent interactions across multiple geographies."

About Sitel
As caring for customers becomes the differentiator that drives consumer spend, Sitel is advancing its position as a world leader in outsourced customer care innovation.   With over 30 years of industry experience, Sitel's 56,000 employees support clients with CRM contact center services that provide predictable and measurable Return on their Customer Investment by building customer loyalty, increasing sales and improving efficiency.  Sitel's global solutions include customer acquisition, customer care, technical support and social media programs.  Support operations span from home based agents to 110+ domestic, nearshore and offshore centers in 23 countries across North America, South America, Europe, Africa and Asia Pacific.  Sitel manages client programs on behalf of some of the best known brands in the world in 40 languages.  Sitel is privately held and majority owned by Canadian diversified company, Onex Corporation. For more information, please visit www.sitel.com.

Media Contacts:


Andrew Kokes 

Joe Palladino/Brittany Boyer

Sitel

MSL Group

+1 877.95.Sitel

+1 781.684.0770

[email protected]

[email protected]

Logo - http://photos.prnewswire.com/prnh/20120815/NE57926LOGO

SOURCE Sitel

More Stories By PR Newswire

Copyright © 2007 PR Newswire. All rights reserved. Republication or redistribution of PRNewswire content is expressly prohibited without the prior written consent of PRNewswire. PRNewswire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
As many know, the first generation of Cloud Management Platform (CMP) solutions were designed for managing virtual infrastructure (IaaS) and traditional applications. But that's no longer enough to satisfy evolving and complex business requirements. In his session at 21st Cloud Expo, Scott Davis, Embotics CTO, explored how next-generation CMPs ensure organizations can manage cloud-native and microservice-based application architectures, while also facilitating agile DevOps methodology. He expla...
The past few years have brought a sea change in the way applications are architected, developed, and consumed—increasing both the complexity of testing and the business impact of software failures. How can software testing professionals keep pace with modern application delivery, given the trends that impact both architectures (cloud, microservices, and APIs) and processes (DevOps, agile, and continuous delivery)? This is where continuous testing comes in. D
Modern software design has fundamentally changed how we manage applications, causing many to turn to containers as the new virtual machine for resource management. As container adoption grows beyond stateless applications to stateful workloads, the need for persistent storage is foundational - something customers routinely cite as a top pain point. In his session at @DevOpsSummit at 21st Cloud Expo, Bill Borsari, Head of Systems Engineering at Datera, explored how organizations can reap the bene...
No hype cycles or predictions of a gazillion things here. IoT is here. You get it. You know your business and have great ideas for a business transformation strategy. What comes next? Time to make it happen. In his session at @ThingsExpo, Jay Mason, an Associate Partner of Analytics, IoT & Cybersecurity at M&S Consulting, presented a step-by-step plan to develop your technology implementation strategy. He also discussed the evaluation of communication standards and IoT messaging protocols, data...
In a recent survey, Sumo Logic surveyed 1,500 customers who employ cloud services such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP). According to the survey, a quarter of the respondents have already deployed Docker containers and nearly as many (23 percent) are employing the AWS Lambda serverless computing framework. It’s clear: serverless is here to stay. The adoption does come with some needed changes, within both application development and operations. Tha...
"I focus on what we are calling CAST Highlight, which is our SaaS application portfolio analysis tool. It is an extremely lightweight tool that can integrate with pretty much any build process right now," explained Andrew Siegmund, Application Migration Specialist for CAST, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
Digital transformation is about embracing digital technologies into a company's culture to better connect with its customers, automate processes, create better tools, enter new markets, etc. Such a transformation requires continuous orchestration across teams and an environment based on open collaboration and daily experiments. In his session at 21st Cloud Expo, Alex Casalboni, Technical (Cloud) Evangelist at Cloud Academy, explored and discussed the most urgent unsolved challenges to achieve f...
With tough new regulations coming to Europe on data privacy in May 2018, Calligo will explain why in reality the effect is global and transforms how you consider critical data. EU GDPR fundamentally rewrites the rules for cloud, Big Data and IoT. In his session at 21st Cloud Expo, Adam Ryan, Vice President and General Manager EMEA at Calligo, examined the regulations and provided insight on how it affects technology, challenges the established rules and will usher in new levels of diligence arou...
To get the most out of their data, successful companies are not focusing on queries and data lakes, they are actively integrating analytics into their operations with a data-first application development approach. Real-time adjustments to improve revenues, reduce costs, or mitigate risk rely on applications that minimize latency on a variety of data sources. In his session at @BigDataExpo, Jack Norris, Senior Vice President, Data and Applications at MapR Technologies, reviewed best practices t...
In his general session at 21st Cloud Expo, Greg Dumas, Calligo’s Vice President and G.M. of US operations, discussed the new Global Data Protection Regulation and how Calligo can help business stay compliant in digitally globalized world. Greg Dumas is Calligo's Vice President and G.M. of US operations. Calligo is an established service provider that provides an innovative platform for trusted cloud solutions. Calligo’s customers are typically most concerned about GDPR compliance, application p...
Mobile device usage has increased exponentially during the past several years, as consumers rely on handhelds for everything from news and weather to banking and purchases. What can we expect in the next few years? The way in which we interact with our devices will fundamentally change, as businesses leverage Artificial Intelligence. We already see this taking shape as businesses leverage AI for cost savings and customer responsiveness. This trend will continue, as AI is used for more sophistica...
Smart cities have the potential to change our lives at so many levels for citizens: less pollution, reduced parking obstacles, better health, education and more energy savings. Real-time data streaming and the Internet of Things (IoT) possess the power to turn this vision into a reality. However, most organizations today are building their data infrastructure to focus solely on addressing immediate business needs vs. a platform capable of quickly adapting emerging technologies to address future ...
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, led attendees through the exciting evolution of the cloud. He looked at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering m...
"Evatronix provides design services to companies that need to integrate the IoT technology in their products but they don't necessarily have the expertise, knowledge and design team to do so," explained Adam Morawiec, VP of Business Development at Evatronix, in this SYS-CON.tv interview at @ThingsExpo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
In his session at 21st Cloud Expo, Raju Shreewastava, founder of Big Data Trunk, provided a fun and simple way to introduce Machine Leaning to anyone and everyone. He solved a machine learning problem and demonstrated an easy way to be able to do machine learning without even coding. Raju Shreewastava is the founder of Big Data Trunk (www.BigDataTrunk.com), a Big Data Training and consulting firm with offices in the United States. He previously led the data warehouse/business intelligence and B...