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Ivan Kotzev

Ivan is NelsonHall's Customer Experience (CX) Services lead analyst, with global responsibility for CX Services research and client support.

SYKES- Cognitive CX Services

Vendor Analysis

by Ivan Kotzev

published on Jan 10, 2020

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Report Overview:

This NelsonHall vendor assessment analyzes SYKES' offerings and capabilities in Cognitive CX Services.

Who is this Report for:

NelsonHall’s Cognitive Customer Experience Services report on SYKES is a comprehensive assessment of SYKES’ offerings and capabilities designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CXS and identifying vendor suitability for CXS RFPs
  • Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
  • Financial analysts and investors specializing in the support services sector.

Scope of this Report:

The report provides a comprehensive and objective analysis of SYKES cognitive customer experience services offerings and capabilities, and market and financial strengths, including:

  • Identification of the company’s strategy, emphasis, and new developments
  • Analysis of the company’s strengths, weaknesses, and outlook
  • Revenue estimates
  • Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
  • Analysis of the company’s offerings and key service components
  • Analysis of the company’s delivery organization including the location of delivery sites.

Key Findings & Highlights:

SYKES approaches the market uncertainty about cognitive CX capabilities with a digitize first methodology to drive outcomes relevant for the individual client. It uses microservices and APIs to create a 'digital exhaust' with data from products and processes across channels into a single environment. Key capability here is the OneTEAM platform.

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Outlook

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