Service Provider Spotlight – Aegis
The landscape of potential outsourcing service providers has evolved rapidly over the last few years, thereby, significantly increasing the number of credible service provider options available in the market today. As the requirements from sourcing programs become fairly complex and specialized, service providers with niche capabilities are increasingly making their presence felt. These niche service providers can be specialists in a function (e.g., analytics), an industry (e.g., retail), a region (e.g., Latin America), or even a technology (e.g., Lawson). Everest Group’s Service Provider Spotlight showcases such select niche service providers that have differentiated and distinctive capabilities, which buyers of sourcing services must make note of.
AEGIS –DIFFERENTIATION BY ENHANCED CUSTOMER EXPERIENCE MANAGEMENT
The Customer Relationship Management (CRM) outsourcing segment (also referred to as Contact Center Outsourcing), which was one of the earliest to embrace global sourcing, is witnessing significant transformation, forcing organizations to rethink their CRM strategy. Enterprises that leveraged their customer contact channels primarily for cost containment are now seeking benefits that improve the overall customer experience to achieve top-line growth. This is becoming especially important in an environment where consumers are getting savvier due to better information access, communication channels have increased (impact of smartphones, tablets, and social media), and differentiation and switching costs across competitive products have eroded. Against this backdrop, the role of the “contact center” evolved to that of a “customer experience management center” that integrates operations, technology, and analytics to manage customer interactions across a variety of channels to manage the end-user experience and influence the brand perception.
This spotlight document examines the distinctive capabilities of Aegis, a service provider with a strong focus on delivering value to client brands through enhanced customer experience management.
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