DEBUG: PAGE=domain, TITLE=Supply Chain Management,ID=1578,TEMPLATE=subprogram
toggle expanded view
programcode = FSCSCM
programid = 191
database = f
alerts = t
neat = t
vendors = t
forecasting = f
confidence = f
definitions = f

Search within: Supply Chain Management:

Access our analyst expertise:

Only NelsonHall clients who are logged in have access to our analysts and advisors for their expert advice and opinion.

To find out more about how NelsonHall's analysts and sourcing advisors can assist you with your strategy and engagements, please contact our sales department here.

Subscribe to blogs & alerts:

manage email alerts using the form below, in order to be notified via email whenever we publish new content:

has Database = f has Confidence = f -- IGNORED

Sitel - Multi-Channel CMS

Vendor Analysis

by NelsonHall Analyst

published on Jan 03, 2014

Access to this report is restricted to logged in clients with access. Login to get full access

Report Overview:

SITEL was acquired by Onex subsidiary, ClientLogic, in 2007 for ~$450m, and the combined entity rebranded Sitel. Prior to this acquisition SITEL had 70 contact centers in 25 countries, with ~30k personnel.

Since then, Sitel has expanded organically and now employs ~60k personnel in ~120 centers in 25 countries. The company is headquartered in Nashville, Tennessee.

Who is this Report for:

NelsonHall's multi-channel CMS profile on Sitel is a comprehensive assessment of Sitel'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 Sitel'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:

Sitel entered the multi-channel services market primarily as an extension of agent based CMS services. This has been achieved through the development of the Sitel Intelligent Desktop multi-channel platform and Sitel Agent Assist, and also through a partnership with Oracle.

Social media services were rolled out in early 2010. Sitel also entered the social media services market as a flexible means to use otherwise underutilized agents located in call centers.

Sitel has developed a proprietary multi-channel SaaS platform labeled 'Sitel Intelligent Desktop'. This allows a universal agent to interact across multiple channels including voice, webchat, email and social media. Sitel currently has ~500 FTEs providing this universal agent service, accounting for 1% of overall multi-channel delivery. Sitel is currently providing this service to twelve clients, as well as a contract with a global retailer which went live in July 2013.

Login to get full access:

close