Landscape Report

Now Tech: Omnichannel Customer Service Outsourcers, Q1 2019

Forrester's Overview Of 28 Omnichannel Customer Service Outsourcing Providers

February 14th, 2019
With contributors:
Daniel Hong , Sarah Dawson , Christine Turley

Summary

You can use omnichannel customer service outsourcing to improve cost efficiency, quickly stand up digital engagement channels, and adjust to unexpected customer interaction volume. But to access these benefits, you'll first have to select from a diverse set of vendors — vendors that vary by size and tenure in the landscape, functionality, geography, and vertical market focus. Customer service pros should use Forrester's Now Tech report to understand the value they can expect from a customer service outsourcer and select vendors based on size and functionality.

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