Concentrix ranked in HfS Winner’s Circle again by leading analyst firm HfS for its contact center operations
Concentrix Corporation is named to the “As-a-Service” Winner’s Circle by leading analyst firm HfS Research for its contact center operations and strategy, insights, automation and the use of digital platforms. The inaugural HfS Customer Contact Operations Blueprint Report ranked 18 service providers and placed only three in the As-a-Service Winner’s Circle based on superior execution, innovation and embodiment of the eight As-a-Service ideals established by the research firm. Concentrix is one of the three.
As per the release, the HfS report highlighted three Concentrix strengths
- Path to As-a-Service: The Company’s automation strategy is boosted by a global footprint and it has strengthened its services by increasing expertise in healthcare, banking, fraud analytics and other verticals.
- Account management: “Concentrix clients laud its focus on implementing feedback into operations and developing a high level of trust within the account management structure,” the report said.
- Automation that augments talent and impacts outcomes: Concentrix applied automation to data input and agent desktop processes for a multinational technology client, automating 93% of a key process workflow that reduced average handle time from 45 to 20 minutes.
This is Concentrix’s third trip to the Winner’s Circle for industry leadership within the last 12 months. Concentrix was named to the Winner’s Circle of HfS Research’s Blueprint 2015 Report: Insurance As-a-Service in September 2015 and to the “Winner’s Circle” of the 2015 HfS Healthcare Payer Operations
Blueprint Report in November 2015, said the release.
Concentrix President Chris Caldwell said, “We are honored to be recognized as an elite market leader in this first-of-a-kind report. Concentrix is different by design and this recognition is a testament to our approach that leverages innovation, automation and investment to drive superior business outcomes for our client partners and the evolution of the As-a-Service marketplace.”
Melissa O’Brien, Research Director, Contact Center and Omnichannel Operations and BPO, HfS remarked, “Concentrix demonstrated a blend of operational excellence and forward thinking. Concentrix has one of the strongest stories we have heard from contact center service providers embracing the future As-a-Service economy. Most notably, Concentrix is one of the only service providers looking to embed design thinking into engagements with contact center clients from the outset. Concentrix is preparing for the future contact center changes by partnering with technology service providers to help clients write off legacy and explore potential for intelligent automation. Their digital contact center strategy is well complemented by sizeable geographic footprint and scale, a solid talent strategy and strong account management.”
