Sykes Enterprises, Incorporated provides comprehensive outsourced customer contact management solutions and services in the business process outsourcing (BPO) arena. The company serves clients through two geographic regions: the Americas (United States, Canada, Latin America, Australia and the Asia Pacific Rim) and EMEA (Europe, the Middle East and Africa). The Americas and EMEA groups primarily provide customer contact management services (with an emphasis on inbound technical support and customer service), which includes customer assistance, healthcare and roadside assistance, technical support and product sales to clients’ customers. These services are delivered through multiple communication channels including phone, e-mail, social media, text messaging and chat. The company also provides various enterprise support services in the United States that include services for clients’ internal support operations, from technical staffing services to outsourced corporate help desk services. In Europe, the company also provides fulfillment services including multilingual sales order processing via the Internet and phone, inventory control, product delivery and product returns handling. Services Outsourced Customer Contact Management Services: The company handles customer contacts, including phone, e-mail, Internet, text messaging and chat throughout the Americas and EMEA regions. The company provides these services utilizing its advanced technology infrastructure, human resource management skills and industry experience. These services include the following: Customer care — Customer care contacts primarily include product information requests, describing product features, activating customer accounts, resolving complaints, cross-selling/up-selling, handling billing inquiries, changing addresses, claims handling, ordering/reservations, prequalification and warranty management, providing health information and roadside assistance; Technical support — Technical support contacts primarily include handling inquiries regarding hardware, software, communications services, communications equipment, Internet access technology and Internet portal usage; and Customer acquisition — Customer acquisition services are primarily focused on inbound up-selling of clients’ products and services. The company provides these services, primarily inbound customer calls, through a network of customer contact management centers in many languages. Fulfillment Services: In Europe, the company offers fulfillment services that are integrated with its customer care and technical support services. The company’s fulfillment solutions include multilingual sales order processing via the Internet and phone, payment processing, inventory control, product delivery and product returns handling. Enterprise Support Services: In the United States, the company provides a range of enterprise support services including technical staffing services and outsourced corporate help desk solutions. Business Strategy The company’s strategy includes the following elements: building long-term client relationships through customer service excellence; capitalizing on worldwide response team; maintaining a competitive advantage through technology solutions; and continuing to grow business organically and through acquisitions. Customers The company provides an array of customer contact management solutions to a range of clients, including Fortune 1000 companies, medium-sized businesses and public institutions, primarily in the communications, financial services, technology/consumer, transportation and leisure, healthcare and other verticals. Intellectual Property The company and its subsidiaries have registered various trademarks and service marks in the U.S. and/or other countries, including SYKES, REAL PEOPLE. REAL SOLUTIONS, SYKES HOME, SYKES HOME POWERED BY ALPINE ACCESS, SCIENCE OF SERVICE, ICT, SOUND OF SERVICE, ONEVIEW, ALPINE ACCESS and ALPINE ACCESS UNIVERSITY. The company’s subsidiary, Alpine Access, Inc., was issued U.S. Patent No. 8,565,413 in 2013 which relates to a system and method for establishment and management of a remote agent call center. Competition The company’s public and private direct competition includes TeleTech, Sitel, Convergys, iQor, Concentrix, Alorica, West Corporation, Aegis Global, Sutherland, 24/7 Customer, StarTek, Atento, Teleperformance, Transcom, Expert Global Solutions, LiveOps, Working Solutions and Arise, as well as the customer care arm of such companies as Accenture, Xerox, Wipro, Infosys and Mahindra Satyam, among others. History Sykes Enterprises, Incorporated was founded in 1977. In 1996, the company changed its state of incorporation from North Carolina to Florida.
sykes enterprises inc (SYKE:NASDAQ GS)
400 North Ashley Drive
Tampa, FL 33602
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