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Sykes - Customer Management Services

Vendor Analysis

by Ivan Kotzev

published on May 26, 2016

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Report Overview:

This NelsonHall vendor assessment analyzes Sykes’ offerings and capabilities in customer management services.

Who is this Report for:

NelsonHall’s Customer Management Services (CMS) profile on Sykes is a comprehensive assessment of Sykes’ offerings and capabilities designed for: 

  • Sourcing managers monitoring the capabilities of existing suppliers of CMS 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 Sykes’ CMS offerings and capabilities, and market and financial strengths, 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
  • 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:

Sykes Enterprises, Inc. (Sykes) is a public U.S. based company headquartered in Tampa, Florida, founded in 1977. In March 2016, Sykes acquired U.S. lead generation and inbound sales company Clearlink for ~$209m. 

Sykes has 54k employees including ~42k contact center agents, located in 70 contact centers in 20 countries, supporting 30 languages 

It offers customer management services in:

  • Customer care 
  • Sales
  • Technical support
  • Fulfillment and back-office. 

 

 

 

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