ACS Positioned in 'Leaders' Quadrant for CRM Contact Center Business Process Outsourcing Service Providers
December 22 2009 - 8:05AM
Business Wire
Affiliated Computer Services, Inc. (NYSE: ACS) today announced
it has been placed in the “Leaders” quadrant in industry analyst
firm Gartner Inc.’s “Magic Quadrant for CRM Contact Center BPO for
North America.”
ACS was positioned in the leaders quadrant based on the
evaluation criteria of ability to execute and completeness of
vision. According to the report, “Leaders demonstrate
market-defining vision and the ability to execute against that
vision through Customer Relationship Management (CRM) contact
center Business Process Outsourcing (BPO) services, a sizable
market share and solid references for CRM contact center BPO
service in North America, including a cross-section of vertical
industries. Leaders also continue to invest in innovative CRM
contact center BPO service offerings, business/pricing models and
service delivery models. They have a superior understanding of
client needs and of current market conditions, and are actively
building competencies to sustain their leadership position in the
North American CRM contact center BPO market. The CRM contact
center BPO service providers in this quadrant generally have strong
global or regional service delivery operations and deep technology
to leverage, and deliver above-average customer experience.”
"ACS has been successfully delivering customer relationship
management solutions for more than 20 years,” said Chris Tranquill,
senior vice president and group president, ACS Business Process
Solutions. "Clients look to ACS because we offer the right
expertise, processes, people and disciplines to help them transform
their businesses. We believe our positioning in the leaders
quadrant by Gartner confirms our client-focused services -
extensive global reach, deep technology expertise, an understanding
of the market and our clients' unique challenges."
In the report Gartner evaluated: “advisory, consulting and
migration services for CRM contact center BPO programs; insight
across industries for CRM contact center BPO services; technology
advisory and integration services related to CRM contact center BPO
programs inclusive of voice and multichannels (i.e., Web chat,
e-mail response, Web self-service, etc.); a comprehensive set of
business process services across CRM functions, including for
customer selection, acquisition, retention and extension.” The
report was published December 16, 2009 and was authored by TJ
Singh, Matthew Goldman and Johan Jacobs.
ACS has been a leader in the call center outsourcing industry
for more than 20 years. With more than 33,000 agents in 150
customer care centers around the world, ACS employees handle in
excess of one million customer interactions every day in 20
different languages.
About ACS
ACS, a global FORTUNE 500 company with approximately 76,000
people supporting client operations reaching more than 100
countries, provides business process and IT outsourcing solutions
to world-class commercial and government clients. The company's
Class A common stock trades on the New York Stock Exchange under
the symbol "ACS." Learn more about ACS at
http://www.acs-inc.com.
The Magic Quadrant is copyrighted 2009 by Gartner, Inc. and is
reused with permission. The Magic Quadrant is a graphical
representation of a marketplace at and for a specific time period.
It depicts Gartner's analysis of how certain vendors measure
against criteria for that marketplace, as defined by Gartner.
Gartner does not endorse any vendor, product or service depicted in
the Magic Quadrant, and does not advise technology users to select
only those vendors placed in the "Leaders" quadrant. The Magic
Quadrant is intended solely as a research tool, and is not meant to
be a specific guide to action. Gartner disclaims all warranties,
express or implied, with respect to this research, including any
warranties of merchantability or fitness for a particular
purpose.
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