Everest Group assesses Arvato as a Leader in its report “Contact Center Outsourcing (CCO) with PEAK Matrix™ Assessment 2017”
Gütersloh, 11th July: Arvato CRM Solutions has been named as a Leader in Everest Group’s Contact Center Outsourcing (CCO) – Service Provider Landscape with PEAK Matrix™ Assessment 2017. Arvato was assessed as a Leader based on its market success and its ability to deliver services to clients.
Everest Group’s report is an annual piece of research into the world’s leading CCO service providers, rating respondents on a comprehensive set of quantitative and qualitative criteria. Key factors considered in assessing CCO capability include technology and innovation, scale, delivery footprint, buyer feedback and scope.
Everest Group specifically highlighted Arvato CRM Solution’s scale, which gives it “the ability to offer new clients a more efficient delivery solution.” Other key Arvato CRM Solutions strengths highlighted by Everest Group include:
Its ability to serve buyers looking for multi-channel solutions, and share of revenue from non-voice channels
The analytics capabilities gained through the acquisition of Ramyam
Its focus on innovation, with investments in RPA, cognitive solutions, self-service and the omnichannel lab, and partnerships with start-ups
“Arvato CRM Solutions is a clear leader in the CXS space, with notable strengths in the scope of the customer experience spectrum that it addresses for its clients and the breadth of its global delivery footprint”, said Katrina Menzigian, Vice president, Customer Experience Services research at Everest Group.
“We are proud to be recognised as a Leader by Everest Group, which validates the hard work that we conduct for our clients,” said Andreas Krohn, CEO, Arvato CRM Solutions. “Arvato CRM Solutions is driven by technology, differentiated by our deep experience and powered by our people. Everest Group’s selection of Arvato as a Leader is proof of our ability to deliver levels of customer service that consistently delight, and underlines why some of the world’s greatest brands choose to work with us.”
Everest Group’s CCO Service Provider Landscape with PEAK Matrix™ Assessment report evaluated 36 companies based on the absolute as well as relative year-on-year movement for specific criteria, including market success, scale, scope, technology and innovation, delivery footprint and buyer satisfaction. Companies assessed were then sorted into categories based on their results, being labelled Leaders, Major Contenders and Aspirants.
About the PEAK Matrix™
The Everest Group PEAK Matrix is a proprietary framework for assessing the relative market success and overall capability of service providers based on Performance, Experiences, Ability and Knowledge. Each service provider is comparatively assessed on two dimensions: market success and delivery capabilities. The resulting matrix categorizes service providers as Leaders, Major Contenders, and Aspirants. Companies that demonstrate strong upward movement in successive reports are recognized as Star Performers. Everest Group recently announced a recalibrated methodology, in which innovation, intellectual property and technology take center stage.
Arvato is an international service provider. Almost 70,000 employees in over 40 countries develop and realize innovative solutions for clients from all over the world. They include CRM, SCM, finance and IT solutions. Businesses representing many different industries rely on Arvato’s integrated solution portfolio – from telecommunication firms to energy suppliers, banks, insurance companies, e-commerce retailers, IT companies and Internet providers. Arvato is wholly owned by Bertelsmann. www.arvato.com