Vendor Analysis
published on Feb 09, 2017
Report Overview:
This NelsonHall vendor assessment analyzes SYKES' offerings and capabilities in Multi-Channel CMS.
Who is this Report for:
NelsonHall’s multi-channel customer management services (CMS): delivering digital customer experience 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 multi-channel 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, Incorporated (SYKES) is a public U.S. based company headquartered in Tampa, Florida.
SYKES provides customer management services including customer acquisition, customer care, technical support, up-sell and cross-sell, retention, and digital marketing.
SYKES provides support and revenue generation services over multiple channels including inbound and outbound phone, email, chat, social media, and digital self-service. Through Qelp, it also provides mobile and web self-service app development, and through Clearlink it offers search optimization, demand generation content creation, and web search, social, and display retargeting.