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SYKES - Multi-channel CMS: Delivering Digital Customer Experience

Vendor Analysis

by Ivan Kotzev

published on Feb 09, 2017

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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. 

Table of contents:

Table of contents:

  • Background
  • Revenue Summary
  • Key Offerings
  • Delivery Capability and Partnerships
  • Delivery Capability
  • Platforms and Intellectual Property
  • Target Markets
  • Strategy
  • Strengths and Challenges
  • Strengths
  • Challenges
  • Outlook

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