New York, NY – March 7, 2018 – CGS, a global provider of business applications, enterprise learning and outsourcing services, today announced it was included in Gartner’s annual “Market Guide for Key Customer Management BPO Service Providers.” The Market Guide “reviews key service providers managing marketing, sales and customer service processes. Sourcing and vendor management leaders should use this guide to identify providers that align to their business needs.”
According to Gartner, “discussions continue to shift from cost containment and labor arbitrage to the delivery of enhanced customer experience, automation, value-added services (such as multichannel and analytics services), scalability, quality of service and more innovative ways of addressing the customers and the increasing levels of complexity in their business.” Meeting the changing business needs of the market, companies are turning to business process outsourcing (BPO) providers to scale operations, access best-of-breed processes and technologies and enhance the customer experience.
“CGS is continually improving its overall customer support to our valued global clients,” said CGS president and CEO Phil Friedman. “We deliver proactive services, addressing technical and customer care issues, while also delivering a thorough, personalized service to create an enhanced customer experience. By consistently improving the process, deploying innovative technologies and encouraging creative thinking by our associate, we truly partner with our clients to deliver best-in-class services. In our view, being named for the second year in a row by Gartner in this Market Guide corroborates the value we bring to clients globally.”
With a base of thousands of multilingual, dedicated call center agents located in North America, South America, Europe, the Middle East and Asia, CGS currently supports many of the world's industry-leading brands, including global retailers, healthcare providers, technology and telecom providers and global hospitality brands. CGS's innovative, scalable and flexible business process outsourcing solutions include traditional BPO, technical support, customer care, outbound telesales and channel enablement and back office support, including finance and accounting.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
For nearly 35 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing services. CGS is wholly focused on creating comprehensive solutions that meet clients’ complex, multi-dimensional needs and support clients’ most fundamental business activities. Headquartered in New York City, CGS has offices across North America, South America, Europe, the Middle East and Asia. For more information, please visit http://www.cgsinc.com and follow us on Twitter at @CGSinc and @OutsourcingCGS and on Facebook.
Susan Sweeney, CGS
Kate Connors (for CGS)
 Gartner “Market Guide for Key Customer Management BPO Service Providers,” by TJ Singh, Brian Manusama, Misako Sawai, February 13, 2018. This report was formerly titled “Market Guide for Key Customer Management BPO Service Providers in a Digital-Driven Market.”