Vendor Analysis
published on Jan 05, 2015
Report Overview:
Sitel is a pure-play customer management services (CMS) company headquartered in Nashville, Tennessee (U.S.). It is a privately owned company, and was formed in 1985 when Softbank Services Group was acquired by Toronto based Onex Corporation and combined with North Direct Response Inc., a Canadian outsourced customer service provider. Onex is Sitel's majority shareholder, and manages ~$16bn of assets, of which ~$11bn is third party capital. Sitel was acquired by Onex subsidiary ClientLogic in 2007 for ~$450m.
Who is this Report for:
NelsonHall's CMS in telecommunications/cable/satellite industry sector profile on Sitel is a comprehensive assessment of Sitel's telecommunications/cable/satellite sector customer management services (CMS) offerings and capabilities, designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the telecommunications/cable/satellite 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 telecommunications/cable/satellite 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 telecommunications/cable/satellite sector customer base, including the company's targeting strategy and examples of current contracts
- Analysis of the company's telecommunications/cable/satellite sector CMS offerings and key service components
- Analysis of the company's delivery organization including the geography of delivery locations used for telecommunications/cable/satellite sector clients.
Key Findings & Highlights:
Sitel currently employs 58k agents in 110 centers located in 23 countries.
Sitel's telecommunications/cable/satellite clients are primarily using the offerings listed below:
- Customer care
- Technical support
- Sales
- Collections, billing, IVR, customer relationship management (CRM), back office and web services.
Sitel provides delivery to its telecommunications/cable/satellite clients through the following locations: U.S., Philippines, Canada, Spain, Germany, Panama, Colombia, Nicaragua, France, India, Morocco, Mexico, Netherlands, U.K., Denmark, Italy, and Portugal.