Contact Center Outsourcing (CCO) – Service Provider Profile Compendium 2015

30 Sep 2015
by Sharang Sharma, Skand Bhargava


The CCO service provider compendium provides accurate, comprehensive, and fact-based snapshots of 20+ service providers in the CCO market. The study provides a detailed five-page profile of each CCO service provider assessed, which captures a comprehensive picture of their scale of operations, recent developments & investments, technology solutions, and delivery locations. The report also provides insights into the global CCO service provider landscape. In addition to this, each profile provides the positioning of the service provider on the Everest Group PEAK Matrix with an insightful analysis of its capabilities.

This compendium of profiles tracks 20+ CCO service providers including Aegis, Alorica, CGI, Concentrix, Dell, EXL, Firstsource, Genpact, HCL, HGS, HP, Infosys, Minacs, Serco, Sitel, Sutherland Global Services, Sykes, TCS, Tech Mahindra, Teleperformance, TeleTech, Webhelp, Wipro, WNS, and Xerox.


Each service provider profile captures the following CCO-specific details:

  • CCO scale of operations: This includes key CCO leaders, CCO service suite, CCO FTEs, and recent developments
  • Global CCO delivery locations: This includes details about the key delivery locations across the world
  • CCO client portfolio: This includes number of clients, major clients, and CCO revenue split by geography and industry
  • CCO investments: This includes overview of the key investments made in building CCO capabilities in the last few years
  • Detailed assessment of CCO capabilities: This includes market success & delivery capability assessment and overall remarks on the capabilities of the service providers

The objective of this compendium is to provide key stakeholders a snapshot of the offerings and capabilities of the 20+ major CCO service providers. While providers will be able to benchmark their areas of strength and those of development vis-à-vis other service providers in the marketplace, buyers and potential buyers of CCO will be able to assess the service providers in context of the desired set of capabilities.


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