Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Sitel with the 2011 North American Frost & Sullivan Award for Competitive Strategy Innovation. With its intelligent web engagement solution, Sitel Cloud Monitor, Sitel offers its customers an excellent level of structured communication, voice of the customer perspective and operational measurement that is generally not available from competing outsourcers working to get into the social media market today.
Sitel has a long history of capturing the voice of their clients, and responding to their most dynamic needs. As the contact center industry is entering a period of immense social and technological transformation, Sitel is committed to adding value to its 350+ customers by helping them figure out the nuances of intelligently engaging customers over social channels. Sitel has responded rapidly with its technology partners to provide a social media platform built for contact centers and efficient agent-to-customer social engagement.
"Sitel's Intelligent Web Engagement strategy is quite unique in taking a proactive approach to helping its clients make sense of social media Web engagement," said Frost & Sullivan Principal Analyst Michael DeSalles. "Its Sitel Cloud Monitor provides a social media solution that empowers trained contact center agents to monitor and make sense of unstructured communications, and build rules of engagement that align to specific business objectives."
Sitel has created a solution designed to capture, track and respond to customer inquiries across different channels: Phone, Web, email, chat and social media. Sitel Cloud Monitor, powered by RightNow, is a complete, centralized view of customer information across service, marketing and sales allowing clients to seamlessly migrate from social to a more appropriate channel.
Deployed as a customized version designed exclusively for Sitel customers, Sitel Cloud Monitor allows clients to participate in "the conversation" through Sitel's highly-trained agents to add value to the end-user consumer. This strategy serves to improve the retention value for existing client relationships and opens the opportunity for a deeper engagement. Through this, SITEL is not only bringing additional value for its customers, but is also putting up a competitive barrier to entry for its rivals.
"For Sitel's clients, using Cloud Monitor is not a stand-alone, discrete activity, but rather is tied to all customer interactions and communication streams," says DeSalles. "In this manner, agents can follow a number of paths to learn from and actively engage with customers. With this solution customer service representatives are ultimately able to find ways to leverage these social conversations for impactful business benefits."
Sitel's Intelligent Web Engagement solution can be made available for mobile devices as well as corporate Facebook pages. In this way end-users get the same consistent answers, no matter which channel is used. The platform provides reliable infrastructure, trusted security and robust scalability required to manage the most diverse customer needs.
Frost & Sullivan is pleased to present the 2011 North American Competitive Strategy Innovation Award, contact center outsourcing, to Sitel Corporation. Each year, Frost & Sullivan presents this award to the company that demonstrates uniqueness of strategy, leveraging competitive intelligence to improve market position.
Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research in order to identify best practices in the industry.
About Sitel Corporation
Sitel (Sitel.com) is a global Business Process Outsourcing (BPO) leader. The company meets clients' customer care and transaction processing needs through 52,000 associates in 26 countries. Sitel provides world-class solutions from onshore, near shore and offshore locations across 135+ facilities throughout North America, South America, EMEA and Asia Pacific. The company's award-winning services provide clients with the strategic insight, scale and diversity of offerings to ensure the best return on their customer investment.
About Frost & Sullivan
Frost & Sullivan (frost.com), the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best-practice models to drive the generation, evaluation, and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents.