Atento named a leader in Gartner´s Magic Quadrant for Customer Management Contact Center BPO
Atento named for third consecutive year a leader in Gartner´s Magic Quadrant
Leaders demonstrate market-defining vision and the ability to execute against that vision through CM contact center BPO services, a superior market share (among the top 10 providers in regions where they compete), and solid references for CM contact center BPO services worldwide, including a cross section of vertical industries.
Leaders have superior investments in innovative CM contact center BPO service offerings, business/pricing models and service delivery models.
Leaders have a superior understanding of client needs and of current market conditions, and they are actively building competencies to sustain their leadership position in the CM contact center BPO market across multiple regions.
The CM contact center BPO service providers in this Leaders quadrant generally also have strong global and regional service delivery operations and deep technology to leverage, and they deliver above-average customer experience.
Based on our ability to execute and completeness of visión, Atento is also the company with the highest execution ability of those participating in the research.
Gartner analysts evaluate CM contact center BPO service providers on the quality and efficacy of the processes, systems, methods or procedures that enable BPO service provider performance to be competitive, efficient and effective, and to positively impact revenue, retention and reputation.
Ultimately, BPO service providers are judged on their ability and success in capitalizing on their vision. The following criteria were used to evaluate service provider positions: Product/Service, Overall Viability (Business Unit, Financial, Strategy, Organization), Sales Execution/Pricing, Market Responsiveness and Track Record, Marketing Execution, Customer Experience and Operations.