DEBUG: PAGE=domain, TITLE=sson,ID=1513,TEMPLATE=neat-widget
You are not logged in...

Report information:

Sutherland Global Services - Multi-Channel CMS

Vendor Analysis

by NelsonHall Analyst

published on Dec 20, 2013

Access to this report is restricted to logged in clients with access. Login to get full access

Report Overview:

Sutherland developed its multi-channel capability in-house. This initially started in the early 90s, when white mail was used as a follow-up to voice interactions, for clients in the BFSI sector. In the mid-90s, a portion of these follow-ups were moved to email. Sutherland then introduced chat services in 2005.

Who is this Report for:

NelsonHall's multi-channel CMS profile on Sutherland is a comprehensive assessment of Sutherland's multi-channel CMS offerings for organizations and capabilities designed for:

· Sourcing managers monitoring the capabilities of existing suppliers of customer management services (CMS) to serve organizations 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 Sutherland's multi-channel CMS 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 customer base including the company's targeting strategy and examples of current contracts

· Key client case studies

· 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:

Sutherland is currently serving ~70 multi-channel CMS clients, which accounts for ~37% of Sutherland's total CMS interactions.

Sutherland has a small proportion of universal agents who are able to deliver support from voice, email and webchat. Currently clients in the telecoms and high-tech vertical are utilizing these universal agents.

Sutherland is using its multi-channel capabilities to enable entry into other CMS contracts; it estimates that ~65% of recent CMS contract wins have being dependent on the ability to offer multi-channel support, although not all of these contracts initially use multi-channel CMS services.

Login to get full access:

go to NEAT reports