Profile: Sykes Enterprises, Incorporated (SYKE.O)

Sykes Enterprises, Incorporated (SYKES) is a provider of outsourced customer contact management solutions and services in the business process outsourcing (BPO) arena. The Company provides an array of customer contact management solutions to a range of clients. It serves its clients through two geographic operating regions: the Americas (United States, Canada, Latin America and Asia Pacific) and Europe, Middle East and Africa (EMEA). The Company’s 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 its client’s customers. These services are delivered through multiple communications channels, including phone, e-mail, Web and chat. On February 2, 2010, the Company completed its acquisition of ICT Group, Inc.

The Company provides various enterprise support services in the United States that include services for its client’s internal support operations, from technical staffing services to outsourced corporate help desk services. In Europe, it also provides fulfillment services, including multilingual sales order processing via the Internet and phone, inventory control, product delivery and product returns handling.

Outsourced Customer Contact Management Services

The Company’s outsourced customer contact management services represented approximately 96% of total consolidated revenues during the year ended December 31, 2008. Each year it handles over 250 million customer contacts, including phone, e-mail, Web and chat throughout the Americas and EMEA regions. These services include Customer care, Technical support and Acquisition. The Company operates across 20 countries and 47 customer contact management centers, which include 18 centers across Europe and South Africa, 11 centers in the United States, one center in Canada and 17 centers offshore, including The Peoples Republic of China, the Philippines, Costa Rica, El Salvador, Argentina and Brazil.

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. The services include technical staffing services and outsourced corporate help desk solutions.

The Company competes with TeleTech, Sitel, APAC Customer Services, Convergys, West Corporation, Stream, Aegis BPO, Sutherland, 24/7 Customer, vCustomer, Startek, Atento, Teleperformance, NCO Group, Accenture, Wipro, Infosys EDS and IBM.