Contact Center Outsourcing (CCO) – Service Provider Compendium 2019

30 Aug 2019
by Shirley Hung, Skand Bhargava, Sharang Sharma, Rishabh Choudhary

The Contact Center Outsourcing (CCO) service provider compendium provides accurate, comprehensive, and fact-based snapshots of 25+ 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, 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 25+ CCO service providers including Alorica, Atento, Concentrix, CSS Corp, EXL, Firstsource, Genpact, HCL, Hexaware, HGS, Infosys, Knoah Solutions, NTT DATA, Qualfon, Sitel, STARTEK and Aegis, Sutherland Global Services, Sykes, Tech Mahindra, Teleperformance, TELUS International, Transcom, TTEC, VXI, Webhelp, Wipro, and WNS


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

  • CCO scale of operations: This includes key leaders, CCO service suite, CCO FTE split, and recent developments
  • Global CCO delivery locations: This includes details of key delivery locations across the world
  • CCO client portfolio: This includes number of clients, major clients, and CCO revenue split by geography, industry, and buyer size
  • CCO investments: This includes overview of the key investments made in building CCO capabilities in the last few years
  • Everest Group’s assessment of CCO capabilities: This includes market impact and vision & capability assessment as well as 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 25+ 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 with desired set of capabilities.


Customer Experience Management (CXM) Services, including Contact Center Outsourcing (CCO)


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