Profile: Sykes Enterprises Inc (SYKE.O)
17 May 2019
Sykes Enterprises, Incorporated (Sykes), incorporated on March 1, 1996, is engaged in providing outsourced customer contact management solutions and services in the business process outsourcing (BPO) arena on a global basis. The Company has operations in two segments: the Americas, which includes the United States, Canada, Latin America, Australia and the Asia Pacific Rim, and EMEA, which includes Europe, the Middle East and Africa. The Company provides its service to clients from its locations in the United States, Canada, Latin America, Australia, the Asia Pacific Rim, Europe and Africa. It serves a range of clients, including medium-sized businesses and public institutions, which span the communications, financial services, technology/consumer, transportation and leisure, healthcare and other industries. Its Americas and EMEA groups primarily provide customer engagement services (with an emphasis on inbound technical support, digital marketing and demand generation, and customer service), which include customer assistance, healthcare and roadside assistance, technical support, and product and service sales to its clients' customers.
The Company's outsourced customer contact management services include customer care, technical support and customer acquisition. Customer care contacts primarily include product information requests, describing product features, activating customer accounts, resolving complaints, cross-selling/up-selling, handling billing inquiries, changing addresses, claims handling, ordering/reservations, prequalification and warranty management, providing health information and roadside assistance. Technical support contacts primarily include handling inquiries regarding hardware, software, communications services, communications equipment, Internet access technology and Internet portal usage. Customer acquisition services are focused around digital marketing, demand generation, and in-bound sales conversion, as well as inbound and some outbound up-selling of its clients' products and services. It provides these services, primarily inbound customer calls, in various languages through its global network of customer engagement centers. In Europe, the Company offers fulfillment services that are integrated with its customer care and technical support services.
The Company's fulfillment solutions include order processing through the Internet and phone, inventory control, product delivery and product returns handling. In the United States, it provides a range of enterprise support services, including technical staffing services and outsourced corporate help desk solutions. The Company's services are delivered through multiple communication channels encompassing phone, e-mail, social media, text messaging, chat and digital self-service. It also provides various enterprise support services in the United States that include services for its clients' internal support operations, from technical staffing services to outsourced corporate help desk services.
The Company's complete service offering helps its clients acquire, retain and increase the lifetime value of their customer relationships. As of December 31, 2016, the Company operated across 20 countries in 74 customer engagement centers, including 20 centers across Europe and Egypt, 26 centers in the United States, four centers in Canada, three centers in Australia and 21 centers offshore, including the People's Republic of China, the Philippines, Costa Rica, El Salvador, India, Mexico, Brazil and Colombia.
The Company competes with 24/7 Customer, Alorica, Arise, Atento, Concentrix, Convergys Corp., Groupe Acticall, iQor, LiveOps, StarTek, Inc., Sutherland, Teleperformance, TeleTech Holdings, Inc., Transcom, Working Solutions, Accenture, Conduent, Infosys, Tech Mahindra and Wipro.
Sykes Enterprises Inc
400 N Ashley Dr
TAMPA FL 33602-4300