Wave Report

The Forrester Wave™: Global Omnichannel Customer Service Outsourcers, Q1 2020

The 10 Providers That Matter Most And How They Stack Up

March 11th, 2020
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Leslie Joseph , Daniel Hong , Sara Sjoblom , Matthew Izzi , Peter Harrison

Summary

In our 29-criterion evaluation of global omnichannel customer service outsourcing providers, we identified the 10 most significant ones — Alorica, Atento, Concentrix, Conduent, Sitel, Sutherland, Sykes, Teleperformance, TTEC, and Webhelp — and researched, analyzed, and scored them. This report shows how each provider measures up and helps customer service application professionals select the right one for their needs.

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