Sykes Ranks #1 for Vision & Go-to-Market Strategy in HFS Research Front Office Customer Engagement Operations Report

TAMPA, Fla.–(BUSINESS WIRE)–lt;a href=”” target=”_blank”gt;#RPAlt;/agt;–HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the
Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1
for vision and go-to-market strategy and #3 overall in their Front
Office Customer Engagement Operations Top 10 Report
, published
January 31, 2019. This ranking acknowledges SYKES’ operational
excellence as well as a series of recent strategic acquisitions and
partnerships that redefine the company as a digital customer experience
powerhouse, including becoming the first call-center provider with
significant automation capability. The report also ranks SYKES #3 for
digital investment and capability.

HFS Research Vice President Melissa O’Brien says, “SYKES has taken a
differentiated approach with investments in its digital capabilities,
most recently with its acquisition of Symphony Ventures. This
demonstrates SYKES putting a stake in the ground with RPA which,
combined with its core business process expertise and other
complementary services, placed SYKES as the leader for vision and
go-to-market strategy in our Customer Engagement Operations Top Ten.”

To compile this report, HFS analyzed the capabilities of 25 service
providers across the customer engagement–services value chain. While
traditional contact centers continued to score well in terms of
execution, this year’s report noted a significant difference in the
results for the innovation categories, with information technology (IT)
service providers and consultancies leading the pack. According to HFS,
“In the future it may not be the ‘usual suspects,’ but the providers
that leverage niche capabilities, digital marketing and CX design assets
for their operations who are winning …”

The report emphasized SYKES’ serious investments in digital capability
to expand their solutions across the entire customer lifecycle — from
the digitization of business processes to marketing, sales and care. In
November 2018, SYKES made a notable advancement with the acquisition of
Symphony Ventures Limited, a global consulting, implementation and
managed services firm specializing in intelligent automation (IA) and
robotic process automation (RPA). The acquisition is consistent with the
company’s core strategy, as implementing, designing and managing digital
operations is a precursor to achieving the best possible digital
customer experience.

Other recent investments that further expand SYKES’ digital capabilities
include Clearlink (2016), a leader in digital marketing, sales and data
science; Qelp (2015), an innovator of online self-help software; and a
partnership with XSELL Technologies (2017), which enhances the sales
capabilities of its agents through a cloud-based machine learning
platform. The acquisition of Alpine Access in 2012 also differentiated
SYKES with an established, reliable and secure home-based service option
that allows for rapid scalability and flexibility.

SYKES President and CEO Chuck Sykes says, “We’ve always focused on
helping customers, one caring interaction at a time, and that’s why
we’ve continued to look for ways to add value to the entire customer
journey. We aim to be the digital partner our clients can grow with —
and with our latest investments, we are providing the services and
insights our clients need to increase brand loyalty and drive revenue
growth in today’s digital-first world.”

Sykes added: “I’m so proud of the positive acknowledgment from HFS
Research. Thanks to our vision and our investments in digital
capabilities, we believe SYKES is uniquely positioned as the
automation-led partner of choice for enterprises looking to create a
more intelligent customer experience.”

The research behind this Top 10 ranking considers interviews with 300
enterprise services clients from the Global 2000 in which HFS Research
asked specific questions regarding service providers’ innovation efforts
and execution/performance. The research is augmented with information
collected in Q3 and Q4 2018 through provider RFIs, structured briefings,
client reference interviews, buyer networking events and publicly
available information sources.

Download a free copy of the report here.

About Sykes Enterprises, Incorporated

Sykes Enterprises, Incorporated (“SYKES” or “the Company”) is a leading
provider of multi‐channel demand generation and global customer
engagement services. The Company provides differentiated full lifecycle
customer‐engagement solutions and services to Global 2000 companies and
their end customers primarily in the technology, financial services,
healthcare, communications and transportation & leisure industries.
SYKES’ differentiated full lifecycle management services platform
effectively engage customers at every touchpoint within the customer
journey, including digital marketing and acquisition, sales expertise,
customer service, technical support and retention. The Company serves
its clients through two geographic operating regions: the Americas
(United States, Canada, Latin America, South Asia and Asia Pacific) and
EMEA (Europe, the Middle East and Africa). Its Americas and EMEA regions
primarily provide customer‐engagement solutions and services with an
emphasis on inbound multichannel demand generation, customer service and
technical support to its clients’ customers. These services are
delivered through multiple communication channels including phone,
email, social media, text messaging, chat and digital self‐service. The
Company also provides various enterprise support services in the United
States that include services for our clients’ internal support
operations, from technical staffing services to outsourced corporate
help desk services. In Europe, the Company provides fulfillment
services, which includes order processing, payment processing, inventory
control, product delivery and product returns handling. Its complete
service offering helps its clients acquire, retain and increase the
lifetime value of their customer relationships. The Company has
developed an extensive global reach with customer engagement centers
across six continents, including North America, South America, Europe,
Asia, Australia and Africa. It delivers cost‐effective solutions that
generate demand, enhance the customer service experience, promote
stronger brand loyalty, and bring about high levels of performance and
profitability. For additional information please visit


Eileen Canady
Sykes Enterprises, Incorporated

Kim Selph
Sykes Enterprises, Incorporated

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