ROCHESTER, N.Y.--(BUSINESS WIRE)--Sutherland Global Services announced today that NelsonHall, a leading Business Process Outsourcing (BPO) and outsourcing analyst firm based in London, identified Sutherland as the leading Customer Management Services (CMS) vendor in the retail sector. NelsonHall’s findings were published as part of the NelsonHall Evaluation and Assessment Tool (NEAT), which is designed to evaluate outsourcing vendors.
“We are pleased that NelsonHall has recognized Sutherland’s extensive experience and capabilities in servicing online and traditional store retailers,” said Ron Dull, senior vice president at Sutherland Global Services. “We are continuing to invest and bring to market innovative, technology-enabled capabilities that will further enhance the already strong sales, customer service, analytics and back office services that Sutherland provides.”
NelsonHall’s evaluation depicts Sutherland’s performance as compared to 10 other CMS vendors in the retail sector, including Aegis, Capita, Serco, Sitel, Teleperformance, Transcom, Webhelp, Wipro, Xerox and transcosmos. The following charts detail Sutherland’s overall position relative to its competitors and how Sutherland ranks in the context of revenue generation and emphasis on e-commerce.
“Sutherland is an industry-leading provider of technology-enabled customer management and other BPO services across many industry verticals,” said David Poole, chief client officer of Sutherland Global Services. “We have applied our best practices to address the very unique needs of retailers and their consumers to deliver high-impact customer experience and revenue-generating solutions.”
Added Dull, “We’re excited about our future in the retail market because of what we see as our three key differentiators:
1. Our leadership in driving the digital transformation of online and
traditional store retailers;
2. Our ability to facilitate seamless and integrated customer experiences across all retail sales channels; and
3. The industry-leading solutions we use to create and sustain world-class customer experience.”
About Sutherland Global Services
Established in 1986, Sutherland Global Services is a global provider of business process and technology management services offering an integrated portfolio of analytics-driven back-office and customer-facing solutions that support the entire customer lifecycle. It is one of the largest, independent BPO companies in the world serving global leaders in major industry verticals. Headquartered in Rochester, NY, Sutherland employs over 30,000 professionals and has 40+ operations centers in the Philippines, China, India, the United Arab Emirates, Egypt, Bulgaria, the United Kingdom, Canada, the United States, Mexico, Malaysia, Jamaica, and Colombia. For more information, visit www.sutherlandglobal.com.