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For Application Development & Delivery Professionals

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

The 10 Providers That Matter Most And How They Stack Up

March 11, 2020

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Why Read This Report

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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Table of Contents

  • To Thrive In The Age Of AI, Outsourcers Refocus On Omnichannel
  • Evaluation Summary
  • Vendor Offerings
  • Vendor Profiles
  • Evaluation Overview
  • Supplemental Material
  • Related Research Documents

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