Aegis Positioned in the Gartner's Magic Quadrant for Customer Management Contact Center BPO 2017
Mumbai – India, [April 18, 2017] - Aegis Limited, a global outsourcing and technology services company, today announced it has been positioned in the Gartner Magic Quadrant for Customer Management Contact Center BPO 2017 report. Gartner has named Aegis as a Challenger in the magic quadrant based on a bi-dimensional matrix, evaluating its ability to execute and completeness of vision.
As per the Gartner report- The worldwide customer management business process outsourcing market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). By 2021, Gartner estimates the market will increase in size to approximately $46 billion. The market is rapidly changing and moving to more digital, multichannel, automated (RPA and IA) service adoption, with embedded advanced analytics built into business processes.
Sandip Sen, Global CEO, Aegis Limited said "At Aegis, we design, enable, and deliver customer experience that is aligned with our clients’ business strategy and that positively impacts their growth and profitability. We continue to focus on scaling up operations and providing best-of-breed processes and technologies, with better service quality leading to enhanced customer experience."
Aegis is leveraging digital media platforms, customer experience analytics and transformational business process services to offer an integrated solution across multiple communication channels in order to help provide high levels of customer experience to its clients. The company has more than 40,000 employees based in 46 centers across 9 countries. Its primary focus is on vertical industry markets, including telecommunications, financial services, healthcare, and travel and hospitality.
The Gartner report cites that by 2021, digital, automation and advanced analytics services - non-human-agent-based services - will account for 55% of the total market (by revenue) and 75% of total transactions. Digital-based multichannel services continue to gain traction with buyers as these services exhibit enduring demand and growth potential from client organizations - at least for the next two years.
About Gartner’s Research:
Source: Magic Quadrant for Customer Management Contact Center BPO, Worldwide
22 March, 2017, TJ Singh | Brian Manusama | Misako Sawai
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