Frost & Sullivan Applauds Sitel for its Omni-Channel Solution Portfolio, Demonstrating Product Differentiation in the Contact Center Market

Frost & Sullivan Applauds Sitel for itsFrost & Sullivan Applauds Sitel for its Omni-Channel Solution Portfolio, Demonstrating Product Differentiation in the Contact Center Market PR Newswire MOUNTAIN VIEW, California, March 17, 2014 -- Sitel has proven its ability to 'connect all of the dots' through smart omni- channel strategies Based on its recent analysis of the North America customer care outsourcing market, Frost & Sullivan recognizes Sitel with the 2014 Customer Value Leadership Award in Omni-Channel Customer Engagement for Contact Center Outsourcing Customer care outsourcing firms in North America face a set of key challenges in order to deliver customer value: • Contain cost • Drive out agent inefficiencies • Deliver high quality omni-channel interactions for clients • Grow top-line revenues Sales and support agents in contact centers today are utilizing a wider arsenal of communication tools - voice, video, e-mail, IVR, Web chat, file sharing, and social media. BPO providers are challenged to deploy a complex blend of communications and collaboration technologies in order to be viewed as relevant, competitive and profitable. Omni-Channel Strategic Outlook Frost & Sullivan research finds that Sitel has put the customer experience at the forefront of brand differentiation for its clients.