Aegis Positioned In Magic Quadrant For Customer Management Contact Center


Friday, March 11, 2011 by Aegis

Aegis, a global outsourcing services company and part of the $15 billion by revenue Essar Group, announced today that it has been positioned in the Gartner magic quadrant for customer management contact center BPO worldwide 2010 report, published in December 2010.

Sandip Sen, president of Americas and chief marketing officer at Aegis, said, "I am pleased that Aegis has been recognised by Gartner in their magic quadrant for customer management contact center BPO worldwide 2010. As a global player with presence across 11 countries, Aegis is committed to providing our customers with right-shoring solutions that enable them to enhance the end-user experience."

According to the Gartner report, "Customer management contact center BPO adoption is expected to expand in the near term as buyers shift their focus from just cost containment to include revenue generation and service improvements. This is anticipated to parallel a macroeconomic shift toward a return to growth, especially in developed economies. The forecast for 2010 and beyond has an expected year-over-year growth rate of 6.2% in 2011 and 6% in 2012."

The research evaluates service providers on their capabilities across the Americas, EMEA and Asia / Pacific. The companies considered for the Magic Quadrant have a blend of business, organisational, vendor / product, industry, customer management (CM) BPO program and project management expertise. They showcase the ability for innovation with capabilities to deliver CM contact center BPO services through an onshore, nearshore or offshore (global) service delivery model.

Gartner’s inclusion criteria for the magic quadrant include demonstrating worldwide revenue of a minimum of $500 million or minimum 25,000 CM contact center BPO full-time or equivalent agents. Apart from these criteria, the companies considered for the Magic Quadrant have to demonstrate a global / multi-country base of operations with a commitment to CM contact center BPO services and showcase capabilities to serve clients globally with a market share and diversified client base in at least two regions globally.