The COVID-19 pandemic significantly hit customer experience amid social distancing and lockdown measures implemented globally. It also resulted in the Work at Home Agent (WAHA) business model for delivering Customer Experience Management (CXM) services becoming a crucial part of business continuity planning. Elevated demand for a virtual workforce, coupled with the need to ensure superior customer experience, necessitated investments in technology, security, and talent management. With WAHA expected to become an integral part of most organizations’ CXM service delivery post-COVID-19, an increasing number of service providers are scaling their WAHA businesses by fast-tracking the development of virtual hiring, onboarding, training, security solutions, workforce management, and technology capabilities.

In this research, we present detailed assessments of the WAHA capabilities of 16 CXM service providers featured on the CXM Services PEAK Matrix® Assessment 2021. Each assessment provides a comprehensive picture of the service provider’s market success, vision and innovations, service focus and capabilities, technology and security solutions, talent management capabilities, domain investments, and buyer feedback. The assessment is based on Everest Group’s annual RFI process for the calendar year 2020, interactions with leading CXM service providers, client reference checks, and an ongoing analysis of the CXM services market.

Scope

• All industries and geographies
• WAHA CXM vendors studied: Alorica, Arise, Concentrix, Conduent, Everise, HGS, KellyConnect, Liveops, Sitel Group, Sutherland, SYKES, Tech Mahindra, Teleperformance, Transcom, TTEC, and Webhelp

Contents

In this research, we analyze the WAHA CXM service provider landscape and its impact on the CXM market. In particular, we focus on:

• WAHA Customer Experience Management (CXM) Services PEAK Matrix®2021
• Key insights on PEAK Matrix® dimensions
• Observations and comments on individual service providers
• Considerations of buyers

Membership(s)

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

Sourcing and Vendor Management