For the fourth year in a row, industry research firm Everest Group is recognizing Xerox as a leader in contact center outsourcing in its report 'Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2016.'
In order to provide an objective, data-driven comparative assessment, Everest Group's PEAK Matrix tracks CCO service providers on their key leaders, major clients, recent wins, revenue performance and workforce. Based on this data, the 2016 assessment classified more than 30 CCO service providers into three categories: Leaders, Major Contenders, and Aspirants.
"Xerox has a number of key strengths in this market, including a foothold across most industries with a strong presence specifically in public sector, healthcare and telecommunications," said Katrina Menzigian, vice president, Everest Group. "The company has also differentiated itself with a significant portion of its revenue coming from non-voice channels, such as web chat, text-messaging and social media engagement, which are driving growth in the market today."
For more than two decades, Xerox has developed a wide reach in contact center outsourcing, becoming one of the most highly recognizable brands in an ever expanding sector. With approximately 52,000 customer care agents in more than 170 locations globally, Xerox handles more than 2.5 million customer care interactions daily.
"The emerging capabilities in analytics and automation are essential for the next generation of customer care to provide meaningful, helpful conversations," said Chuck Koskovich, global customer care leader at Xerox. "Our continued investment in research and development of technologies like natural language processing and machine learning allow us to lead the market – and our clients – through this transformation in the customer care landscape."
The report noted Xerox's significant exposure to value-added services and non-voice channels. These include proprietary products such as 'Virtual Agent', its robotic process automation technology, Xerox Automated Intelligence and its business process management tool, Xerox Case Management. Xerox's combined BPO capabilities have created front-to-back-office solutions targeted at industry-specific market needs.