Unique Fully Managed Solution Emerges from Sitel-NICE inContact Collaboration

With $1.7 billion in annual revenue, Sitel is the third-largest business process outsourcer (BPO) in the world. The company has 75,000 associates, mostly agents, and provides contact center services to 400+ clients in more than 70 countries and in 45 different languages. Sitel partners with its clients to build brand loyalty and customer satisfaction with innovative, end-to-end solutions for enhancing the customer experience, and its contact center associates deliver more than 2.5 million customer experiences every day!

Sitel routinely integrates its premises-based platform and Avaya ACD with technology from its clients’ providers, NICE inContact among them. But it was a first for Sitel when a global insurance client approached the company to build a soup-to-nuts contact center solution—technology included.

To meet the challenge, the company joined forces with NICE inContact, and a one-of-a-kind, fully managed contact center solution was developed in record time (approximately 90 days!).  The Sitel Omniplatform Solution and Sitel’s fully-managed NICE inContact CXone Solution were launched from a collaborative, multifaceted process between the two companies.  Built on NICE inContact’s CXone cloud call center software platform and incorporating a variety of CXone products, the solution has been so successful that Sitel continues to expand it and is successfully marketing it to other clients.

Along the way, NICE inContact has become Sitel’s go-to resource for an omnichannel cloud platform.  The company also plans to move more than 4,000 existing Avaya agents onto the CXone platform over the next several years—making CXone call center software the company’s de-facto standard for its customer experience technology. Read more about this collaboration.