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
With contributors:
Leslie Joseph , Daniel Hong , Sara Sjoblom , Matthew Izzi , Peter Harrison


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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