For the fourth year in a row, industry research firm Everest Group is recognizing Xerox (NYSE: XRX) 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.
About the PEAK Matrix™
The Everest Group PEAK Matrix is a proprietary framework for assessing the relative market success and overall capability of service providers based on Performance, Experiences, Ability and Knowledge. Each service provider is comparatively assessed on two dimensions: market success and delivery capabilities. The resulting matrix categorizes service providers as Leaders, Major Contenders, and Aspirants. Companies that demonstrate strong upward movement in successive reports are recognized as Star Performers. Everest Group recently announced a recalibrated methodology, in which innovation, intellectual property and technology take center stage.
Xerox is helping change the way the world works. By applying our expertise in imaging, business process, analytics, automation and user-centric insights, we engineer the flow of work to provide greater productivity, efficiency and personalization. Our employees create meaningful innovations and provide business process services, printing equipment, software and solutions that make a real difference for our clients and their customers in 180 countries. On January 29, 2016, Xerox announced that it plans to separate into two independent, publicly-traded companies: a business process outsourcing company and a document technology company. Xerox expects to complete the separation by year-end 2016.