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Sutherland Global Services - Multi-Channel CMS

Vendor Analysis

by NelsonHall Analyst

published on Dec 20, 2013

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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.

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