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Confidence Index:

for CX Services Transformation

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 CX Services Transformation market.

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Sutherland Global Services - Customer management services

Vendor Analysis

by NelsonHall Analyst

published on Nov 07, 2012

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Report Overview:

This NelsonHall vendor assessment analyzes Sutherland's offerings and capabilities in Customer Management Services. Sutherland is one of a number of Customer Management Services companies analyzed in NelsonHall's comprehensive industry analysis programs.

Who is this Report for:


NelsonHall's customer management services profile on Sutheland is a comprehensive assessment of Sutherland's customer management services 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 customer management services, 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 has three main customer management services offerings:

  • Customer care & customer service
  • Technical support
  • Account management (revenue generation through up-selling and cross-selling)

Sutherland's has 33 centers in 10 countries which are grouped into four main geographic regions: North America, LATAM, EMEA and APAC. Each of Sutherland's centers typically delivers a combination of its offerings, although regional specialization does occur.

Sutherland's key CMS verticals include:

  • Telecoms
  • High Tech
  • Retail
  • BFSI


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