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Sitel - CMS in High Tech

Vendor Analysis

by NelsonHall Analyst

published on Nov 23, 2015

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Report Overview:

Sitel Worldwide (Sitel) is a pure-play customer management services (CMS) company headquartered in Nashville, Tennessee (U.S.). Currently, Sitel has ~68k employees supporting 40 languages, and 128 contact centers across 21 countries. 

Who is this Report for:

NelsonHall’s CMS in high tech industry sector profile on Sitel is a comprehensive assessment of Sitel’s high tech sector customer management services (CMS) offerings and capabilities, designed for:

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the high tech sector 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 high tech sector CMS offerings, 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 CMS high tech sector customer base, including the company’s targeting strategy and examples of current contracts
  • Analysis of the company’s high tech sector CMS offerings and key service components
  • Analysis of the company’s delivery organization including the geography of delivery locations used for CMS high tech sector clients. 

Key Findings & Highlights:

In July 2015, the French organization Groupe Acticall acquired Sitel for $400m. Groupe Acticall is sponsored by the French based Mulliez family.

Sitel has ~5.9k dedicated agents supporting its CMS high tech clients from its global delivery centers. 

Sitel provides a range of offerings to the high tech sector, including: 

  • Customer care
  • Sales
  • Technical support
  • Warranty support
  • Service set-up
  • Channel support
  • Analytics. 

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