New York, NY – March 21, 2019 – CGS, a global provider of business applications, enterprise learning and outsourcing services, today announced it was included in Gartner’s annual “Market Guide for Customer Management BPO Service Providers.”* The Market Guide “reviews key service providers managing marketing, sales and customer service processes. Sourcing, procurement, and vendor management leaders should use this guide to identify providers that align to their business needs.”
According to Gartner, the business process outsourcing (BPO) “market continues to evolve with the rapid adoption of digital service, automation – RPA and virtual assistants – and advanced analytics”; and that “also influencing growth opportunities are issues such as changing regulations and policies, increasing process and channel complexities, and the ever-growing expectations of customers, consumers and citizens looking for a superior experience brought about by technology and personalization.” Meeting the changing business needs of the market, companies are turning to BPO providers. Additionally, “the digital aspirations of clients, driven by demand from their end customers are driving the rapid move to digital services.”
“CGS has expanded and enhanced its overall customer services globally,” said CGS president and CEO Phil Friedman. “To us, being acknowledged for the third-consecutive year in the Gartner Market Guide is not just exciting, it is validating of our global client solutions. We believe that, with customer demands for more digital automation balanced with personalized service, CGS is bringing a blended approach to ensure customer success. Through an ongoing partnership with our clients we deliver best-in-class technical support and customer care services, offering an exceptional customer experience.”
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 “Market Guide for Customer Management BPO Service Providers,” by TJ Singh, Brian Manusama, Misako Sawai, March 14, 2019.”
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 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)