Vendor Analysis
published on Jan 03, 2014
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.