{"id":2606,"date":"2020-07-24T11:37:52","date_gmt":"2020-07-24T11:37:52","guid":{"rendered":"https:\/\/outsourcing-today.ro\/?p=2606"},"modified":"2020-07-24T11:38:41","modified_gmt":"2020-07-24T11:38:41","slug":"cgs-named-in-the-2020-gartner-report-market-guide-for-customer-management-bpo-service-providers","status":"publish","type":"post","link":"https:\/\/outsourcing-today.ro\/?p=2606","title":{"rendered":"CGS named in the 2020 Gartner Report: Market Guide for Customer Management BPO Service providers"},"content":{"rendered":"

CGS,\u00a0a global provider of business applications, enterprise learning and outsourcing services, today announced that once again it was recognized in Gartner\u2019s Market Guide for Customer Management BPO Service Providers.*<\/strong>\u00a0The report states that, \u201cthis Market Guide provides insight to the evolving customer management BPO services market and reviews key service providers managing marketing, sales and customer service processes. Sourcing, procurement, and vendor management leaders should use it to identify providers that align to their business needs.\u201d<\/p>\n

According to Gartner, \u201cThe level of complexity for traditional voice-based services is increasing and so is customer expectation, which is increasing the cost per call. Buyers are seeking to increase services across alternative digital channels, such as webchat and mobile apps, along with video services and video chat, leading to continued growth in nonvoice multichannel and digital services.\u201d Gartner acknowledges that the market has changed in the past six months. \u201cThe current pandemic, growing protectionism and increasing trade barriers coupled with technology advances in digital services and competitively priced automation services are expected to drive increasing demand for onshore, work-at-home and digital services delivery.\u201d<\/p>\n

\u201cDuring this time of disruption to businesses globally, the continued attention to seamless customer services is imperative to CGS,\u201d said Steven Petruk, president, Global Outsourcing division, CGS. \u201cWe are proud of our recognition for the fourth-time in the Gartner Market Guide for Customer Management BPO Service Providers, especially amid the current market conditions. In our opinion, this recognition is validation of our global client solutions and agility to rapidly implement business continuity plans. We continuously are enhancing our services to offer best-in-class solutions and support, providing digital automation balanced with personalized service. Through an ongoing partnership with our clients we increased our technical support and customer care services to offer an exceptional customer experience.\u201d<\/p>\n

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world’s industry-leading global brands from retail, hospitality, financial services, healthcare, technology and telecom. CGS\u2019s innovative, scalable and flexible\u00a0business process outsourcing<\/a>\u00a0(BPO) solutions include technical and customer support, telesales, channel enablement and back office support.<\/p>\n

Gartner subscribers can view the report\u00a0here<\/a>.<\/p>\n

*<\/strong>Gartner \u201cMarket Guide for Customer Management BPO Service Providers,\u201d by Jaideep Thyagarajan, TJ Singh, Deborah Alvord, July 2, 2020.\u00a0(Prior to 2019, the report was previously titled \u201cMarket Guide for Key Customer Management BPO Service Providers\u201d and \u201cMarket Guide for Key Customer Management BPO Service Providers in a Digital-Driven Market\u201d)<\/em><\/p>\n

Gartner Disclaimer<\/strong>
\nGartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.<\/p>\n

About CGS<\/strong>
\nFor 35 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. CGS is wholly focused on creating comprehensive solutions that meet clients\u2019 complex, multi-dimensional needs and support clients\u2019 most fundamental business activities. Headquartered in New York City, CGS has offices across North America, South America, Europe, the Middle East and Asia. For more information, please visit\u00a0http:\/\/www.cgsinc.com<\/u><\/a>\u00a0and follow us on Twitter at @CGSinc and @OutsourcingCGS and on\u00a0LinkedIn<\/u><\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"

CGS,\u00a0a global provider of business applications, enterprise learning and outsourcing services, today announced that once again it was recognized in Gartner\u2019s Market Guide for Customer Management BPO Service Providers.*\u00a0The report states that, \u201cthis Market Guide provides insight to the evolving […]<\/p>\n","protected":false},"author":2,"featured_media":2608,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4,6],"tags":[251],"_links":{"self":[{"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/posts\/2606"}],"collection":[{"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/users\/2"}],"replies":[{"embeddable":true,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2606"}],"version-history":[{"count":2,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/posts\/2606\/revisions"}],"predecessor-version":[{"id":2612,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/posts\/2606\/revisions\/2612"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=\/wp\/v2\/media\/2608"}],"wp:attachment":[{"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2606"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=2606"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/outsourcing-today.ro\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=2606"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}