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Sykes - Customer Management Services

Sykes - Customer Management Services

Who Is This Vendor Assessment For?

NelsonHall’s Customer Management Services (CMS) profile on Sykes is a comprehensive assessment of Sykes’ offerings and capabilities designed for:

- Sourcing managers monitoring the capabilities of existing suppliers of CMS 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

Sykes Enterprises, Inc. (Sykes) is a public U.S. based company headquartered in Tampa, Florida, founded in 1977. In March 2016, Sykes acquired U.S. lead generation and inbound sales company Clearlink for ~$209m.

Sykes has 54k employees including ~42k contact center agents, located in 70 contact centers in 20 countries, supporting 30 languages
It offers customer management services in:

- Customer care
- Sales
- Technical support
- Fulfilment and back-office.

Scope of the Report

The report provides a comprehensive and objective analysis of Sykes’ CMS offerings and capabilities, and market and financial strengths, 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 customer base including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization including the location of delivery locations.

1. Background
2. Revenue Summary
3. Key Offerings
3.1 Pricing
4. Delivery Capability and Partnerships
4.1 U.S. and Canada
4.3 Germany
4.4 U.K.
4.5 Nordic Countries
4.6 Rest of EMEA
4.7 Philippines
4.8 Rest of APAC
5. Target Markets
6. Strategy
7. Strengths & Challenges
7.1 Strengths
7.2 Challenges
8. Outlook

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