In the fast-growing CX ecosystem, organizations are intended to provide humancentric, relevant, consistent, and omnichannel customer experiences across their lifecycle. They are constantly seeking agility and continuous improvement throughout their internal processes, workflows, as well as CX services. Owing to the increase in such demands, businesses are looking to outsource customer experience management (CXM) and partner with CXM service providers in order to keep up with rising customer expectations and technological advancements. For the purpose of driving enhanced customer experiences, organizations are looking at service providers that focus on having a consultative approach in curating a robust infrastructure aligned with the customer needs.
As part of the research “SPARK Matrix™: CX Management Services, 2022” Quadrant Knowledge Solutions conducted an in-depth analysis of major CX Management Service providers by evaluating their products, market presence, and customer value proposition. Based on the analysis, the study provides competition analysis and ranking of the leading vendors in the form of SPARK Matrix. The evaluation is based on the primary research with expert interviews, analysis of use cases, and Quadrant’s internal analysis of the overall CX Management Services market. The SPARK Matrix evaluation examined [24]7.ai and twenty one other vendors including Alorica, Conduent, Datamatics, EXL, Genpact, HGS, Majorel, NTT Data, Sitel Group, Startek, Sutherland, TCS, Tech Mahindra, Teleperformance, TELUS International, transcosmsos, TTEC, VXI, Webhelp, Wipro, and WNS.
Quadrant Knowledge Solutions research analyses market dynamics, growth opportunities, emerging technology trends, and the vendor ecosystem of the global market. This research provides strategic information for technology vendors to better understand the market supporting their growth strategies and for users to evaluate different vendor capability, competitive differentiation, and market position.
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