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for Customer Experience Services

Track the pattern of service adoption by monitoring Customer Experience Services contract awards by your peers. Identify who are the successful vendors this industry now. Updated monthly!

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Confidence Index:

for Customer Experience Services

NelsonHall Confidence Index is a quarterly survey to measure changing levels of business confidence within Customer Experience Services

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Every quarter NelsonHall publishes the NelsonHall Customer Experience Services Confidence Index, a Quarterly Index of Confidence that monitors changes in industry confidence in the global Customer Experience Services market.

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Sykes - CMS in Telecommunications/Cable/Satellite

Vendor Analysis

by Vicki Jenkins

published on Jan 05, 2015

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Report Overview:

Sykes Enterprises (Sykes) is a U.S. based company with headquarters in Tampa, Florida. It offers outsourced customer management services (CMS), primarily in support of the communications, financial services, technology, healthcare, travel and retail industries. Sykes has an emphasis on providing inbound technical support and customer care.

Who is this Report for:

NelsonHall's CMS in telecommunications/cable/satellite industry sector profile on Sykes Enterprises (Sykes) is a comprehensive assessment of Sykes' telecommunications/cable/satellite sector customer management services (CMS) offerings and capabilities, designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the telecommunications/cable/satellite sector and identifying vendor suitability for CMS 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' telecommunications/cable/satellite sector CMS offerings, capabilities, and market and financial strength, 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 telecommunications/ cable/satellite sector customer base, including the company's targeting strategy and examples of current contracts
  • Analysis of the company's telecommunications/cable/satellite sector CMS offerings and key service components.




Key Findings & Highlights:

Currently, Sykes has 48k employees located in 70 contact centers in 20 countries.

Sykes provides CMS in the telecommunications/cable/satellite sector in support of:

  • Customer care: 60% of clients
  • Technical support: 30%
  • Provisioning: 5%
  • Credit management: 5%.

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