Vendor Analysis
published on Jan 10, 2020
Report Overview:
This NelsonHall vendor assessment analyzes SYKES' offerings and capabilities in Cognitive CX Services.
Who is this Report for:
NelsonHall’s Cognitive Customer Experience Services report on SYKES is a comprehensive assessment of SYKES’ offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CXS and identifying vendor suitability for CXS 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 cognitive customer experience services 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 sites.
Key Findings & Highlights:
SYKES approaches the market uncertainty about cognitive CX capabilities with a digitize first methodology to drive outcomes relevant for the individual client. It uses microservices and APIs to create a 'digital exhaust' with data from products and processes across channels into a single environment. Key capability here is the OneTEAM platform.