News Release FOR IMMEDIATE RELEASE
CGS Recognized in New IDC MarketScape Report on the Global Customer Care Business Process Outsourcing Industry
CGS Contact Center Solutions have been recognized among 16 companies featured in IDC’s 2010 MarketScape report of the global customer care business process outsourcing industry.
New York, NY, October 5, 2010 – The Contact Center Solutions unit of global technology and services leader Computer Generated Solutions Inc. (CGS) is featured in the 2010 IDC MarketScape Analysis of Comprehensive Customer Care BPO Vendors*. Published in September by independent analyst firm International Data Corporation (www.idc.com), the report listed GGS among the 16 largest global contact center outsourcing vendors based on its stellar management, state-of-the-art facilities in North America and Europe, client retention and growth, and other key criteria.
According to Stephen Loynd, Global Program Manager for contact center services at IDC, “The CGS inclusion on the IDC MarketScape chart was determined by high scores on company leadership; meanwhile, aspects of its growth strategy and functionality or offering road map also show considerable promise. As a privately held company, CGS has the advantage of a relatively high level of flexibility in working with clients to design programs and pricing models to fit their unique needs. Its Bucharest site is one of the more notable and well-run operations this IDC analyst has yet seen.”
CGS offers high-quality and cost-effective contact center services with 2500 agents in the United States and Europe. With two technologically-advanced centers in Bucharest and Brasov, the CGS Romanian call center operations have experienced a tenfold growth in recent years. CGS supports over 18 languages, including English, French, Italian, and Spanish. Clients range from small and medium-sized businesses to the Fortune 1000 across a wide range of industries and federal, state, and local government agencies.
“We are pleased to be recognized in this independent industry report as an important resource to our industry,” noted CGS Senior Vice President, Warren Lewis. “The improvement in our annual ranking and our continued strong global growth serve to validate our focus on delivering results for our clients that go ‘Beyond the KPI’s’. We look forward to continuing our climb to the top of our industry. ”
*Source: IDC MarketScape: Comprehensive Customer Care BPO, 2010 Vendor Analysis — The Guns of August, Doc # 224612, Sep 2010
About IDC MarketScape
IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of ICT (information and communications technology) suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor’s position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors.
About CGS Contact Center Solutions
CGS delivers a comprehensive range of outsourced contact center solutions designed to help clients focus on their core business while delivering high quality service required in today’s competitive market. Our 5 contact centers located in North America and Europe deliver superior multi-channel inbound and outbound contact center and BPO services, including corporate technical help desk, customer care, telemarketing, collections, content translation, content monitoring, channel management and agent training in 18 languages to over 30 countries.
With deep contact center industry experience, career-oriented agents, an engaged management team and more than 25 years of delivering world-class IT solutions, CGS is uniquely able to blend talent and technology to solve our clients’ toughest business challenges. As a privately-held company, CGS has the drive and flexibility to partner with our clients to deliver custom-tailored, personal and cost-effective value that goes “Beyond the KPIs”. To learn more, visit http://www.cgscontactcenter.com.
For more than twenty-five years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through technology. With global delivery capabilities, expertise across leading platforms and deep experience in multiple industries, CGS has become the IT partner of choice for thousands of organizations worldwide. CGS delivers a wide array of proprietary and third-party business applications, technology and business services, outsourcing solutions and learning & communications platforms. Headquartered in New York City, CGS maintains a worldwide presence with 20 offices in North America, Europe and Asia. For more information please visit http://www.cgsinc.com.
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