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Sitel- CMS in Retail Banking

Sitel- CMS in Retail Banking

Who Is This Vendor Assessment For?
NelsonHall’s CMS in retail banking industry sector profile on Sitel is acomprehensive assessment of Sitel’s retail banking sector customermanagement services (CMS) offerings and capabilities, designed for:
Sourcing managers monitoring the capabilities of existing suppliers ofCMS to serve the retail banking sector and identifying vendorsuitability for CMS RFPs
Vendor marketing, sales and business managers looking tobenchmark themselves against their peers
Financial analysts and investors specializing in the support servicessector.

Scope of the Report
Sitel Worldwide (Sitel) is a pure-play customer management services(CMS) company. In 2016, it moved its headquarters from Nashville,Tennessee to Miami, Florida (U.S.). Currently, Sitel has ~75k employeessupporting ~400 clients in 48 languages from 146 facilities located in 22countries.The former ClientLogic was founded in April 1998 by Onex Corporation,with the acquisition of a single contact center in Toronto, Canada.Between 1998 and 2006, it undertook a number of organic growthinitiatives and made several acquisitions that helped build itsinfrastructure and develop process capabilities.In January 2007, ClientLogic acquired Sitel Corporation which wasfounded in 1985, for $450m, to form Sitel Worldwide. The Sitelacquisition brought significantly increased scale.In July 2015, the French organization Groupe Acticall acquired Sitel for$400m. Groupe Acticall is primarily invested in by the Mulliez familywhich is based in France.In the mid-1980s, legacy Sitel supported the insurance and publishingsectors on the inbound side of the business, and insurance with outboundsales support. When ClientLogic acquired Sitel it had a strong globaloperating system that enhanced its technical support offering and providedconsistency. Two years ago, Sitel became less reactive and moreproactive; it built an offering to support warranty coverage and out ofwarranty customers.

Scope of the Report
The report provides a comprehensive and objective analysis of Sitel’sretail banking offerings, capabilities, and market and financial strength,including:
Identification of the company’s strategy, emphasis and newdevelopments
Analysis of the company’s strengths, weaknesses and outlook
Revenue estimates
Analysis of the profile of the company’s CMS retail banking customerbase, including the company’s targeting strategy and examples ofcurrent contracts
Analysis of the company’s retail banking sector CMS offerings andkey service components
Analysis of the company’s delivery organization including thegeography of delivery locations used for CMS retail banking sectorclients.


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

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