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Frost & Sullivan Applauds Sitel for its Omni-Channel Solution Portfolio, Demonstrating Product Differentiation in the Contact Center Market

-- Sitel has proven its ability to 'connect all of the dots' through smart omni-channel strategies

MOUNTAIN VIEW, California, March 17, 2014 /PRNewswire/ -- Based on its recent analysis of the North America customer care outsourcing market, Frost & Sullivan recognizes Sitel with the 2014 Customer Value Leadership Award in Omni-Channel Customer Engagement for Contact Center Outsourcing

Customer care outsourcing firms in North America face a set of key challenges in order to deliver customer value:

  • Contain cost
  • Drive out agent inefficiencies
  • Deliver high quality omni-channel interactions for clients
  • Grow top-line revenues

Sales and support agents in contact centers today are utilizing a wider arsenal of communication tools - voice, video, e-mail, IVR, Web chat, file sharing, and social media. BPO providers are challenged to deploy a complex blend of communications and collaboration technologies in order to be viewed as relevant, competitive and profitable. 

Omni-Channel Strategic Outlook

Frost & Sullivan research finds that Sitel has put the customer experience at the forefront of brand differentiation for its clients. Sitel has invested heavily in omni-channel solutions in order respond to client and consumer demand for an enhanced customer experience

Frost & Sullivan's benchmarking confirms that Sitel has stayed ahead of its competition by developing and refining the Sitel Customer Experience Suite over the last two years. This omni-channel suite includes: 

  • Sitel Sales Chat
  • Sitel Intelligent Desktop
  • Sitel Cloud Monitoring
  • Sitel Proactive, Speech-enabled IVR Applications and Alerts
  • Sitel Service Response
  • Sitel Mobile Surveys
  • Sitel Marketing Analytics
  • Sitel Work@Home Solutions
  • Sitel Premium Tech Support (PTS)

"Recognized by Frost & Sullivan as an innovation leader, Sitel understands the extent to which new communication channels are transforming contact center operations and the customer experience," said Frost & Sullivan Principal Analyst, Michael DeSalles. "In response, Sitel has designed the tools and capabilities to meet the next generation of customer care head-on."

Award Relevance

Each year, Frost & Sullivan presents this Award 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 the investment (ROI) that customers make in its services or products. The award recognizes the company's focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention.

"This is an intensely competitive and mature market. It is not easy for companies to distinguish themselves. Sitel's strategy of 'connecting all of the dots' has enabled it to establish and reinforce long-term partnerships and deliver consistent interactions across multiple geographies," noted DeSalles.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.

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 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

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants.

Our "Growth Partnership" supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

  • The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
  • The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the Global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?

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Mireya Espinoza
P: 210. 247.3870
F: 210.348.1003
E: [email protected]

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