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Sitel - Customer Experience Operations Transformation

Vendor Analysis

by Ivan Kotzev

published on Jan 06, 2022

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Report Overview:

This NelsonHall vendor assessment analyzes Sitel's offerings and capabilities in Customer Experience Operations Transformation

Who is this Report for:

NelsonHall’s CX Operations Transformation profile on Sitel Group is a comprehensive assessment of Sitel Group’s offerings and capabilities, designed for:

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

Scope of this Report:

The report provides a comprehensive and objective analysis of Sitel Group’s CX 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 locations.

Key Findings & Highlights:

In 2020, Sitel Group reorganized its structure and unified its separate ventures into the EXP+ framework. This centralized approach aims to improve GTM and target and bring new capabilities and technology to existing CX services accounts. The company increased the share of digital services revenue to form ~20% at the end of 2021.

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