Vendor Analysis
published on Dec 20, 2013
Report Overview:
Sutherland developed its multi-channel capability in-house. This initially started in the early 90s, when white mail was used as a follow-up to voice interactions, for clients in the BFSI sector. In the mid-90s, a portion of these follow-ups were moved to email. Sutherland then introduced chat services in 2005.
Who is this Report for:
NelsonHall's multi-channel CMS profile on Sutherland is a comprehensive assessment of Sutherland's multi-channel CMS offerings for organizations and capabilities designed for:
· Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations 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 Sutherland's multi-channel CMS 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 customer base including the company's targeting strategy and examples of current contracts
· Key client case studies
· 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:
Sutherland is currently serving ~70 multi-channel CMS clients, which accounts for ~37% of Sutherland's total CMS interactions.
Sutherland has a small proportion of universal agents who are able to deliver support from voice, email and webchat. Currently clients in the telecoms and high-tech vertical are utilizing these universal agents.
Sutherland is using its multi-channel capabilities to enable entry into other CMS contracts; it estimates that ~65% of recent CMS contract wins have being dependent on the ability to offer multi-channel support, although not all of these contracts initially use multi-channel CMS services.