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Sitel - CMS in High Tech

Sitel - CMS in High Tech

Who Is This Vendor Assessment For?

NelsonHall’s CMS in high tech industry sector profile on Sitel is a comprehensive assessment of Sitel’s high tech sector customer management services (CMS) offerings and capabilities, designed for:

Sourcing managers monitoring the capabilities of existing suppliers of CMS to serve the high tech sector and identifying vendor suitability for CMS RFPs

Vendor marketing, sales and business managers looking to benchmark themselves against their peers

Financial analysts and investors specializing in the support services sector.

Key Findings & Highlights

Sitel Worldwide (Sitel) is a pure-play customer management services (CMS) company headquartered in Nashville, Tennessee (U.S.). Currently, Sitel has ~68k employees supporting 40 languages, and 128 contact centers across 21 countries.

In July 2015, the French organization Groupe Acticall acquired Sitel for $400m. Groupe Acticall is sponsored by the French based Mulliez family.

Sitel has ~5.9k dedicated agents supporting its CMS high tech clients from its global delivery centers.

Sitel provides a range of offerings to the high tech sector, including:

Customer care

Sales

Technical support

Warranty support

Service set-up

Channel support

Analytics.

Scope of the Report

The report provides a comprehensive and objective analysis of Sitel’s high tech sector CMS offerings, capabilities, and market and financial strength, including:

Identification of the company’s strategy, emphasis and new developments

Analysis of the company’s strengths, weaknesses and outlook

Revenue estimates

Analysis of the profile of the company’s CMS high tech sector customer base, including the company’s targeting strategy and examples of current contracts

Analysis of the company’s high tech sector CMS offerings and key service components

Analysis of the company’s delivery organization including the geography of delivery locations used for CMS high tech sector clients.


1. Background
2. Revenue Summary
3. Key Offerings
4. Delivery Capability and Partnerships
5. Target Markets
6. Strategy
7. Strengths & Challenges
8. Outlook

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