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 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.”
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.