RFP News

Published on Nov 30, 2010

Sykes Enterprises, Incorporated has won a Recognized Innovator award from the Technology Services Industry Association (TSIA) at the Technology Services World conference in Las Vegas. The company was awarded the prize in the Innovation in Service Economics category for its latest product offering, Online Support Communities.

SYKES’ Online Service Communities solution is designed for companies wanting to create communities for their customers so they can share problems and solutions in a peer-to-peer environment, or to improve their existing online engagement. For technology companies, this provides a way for their customers to interact with each other, and to collect real-time feedback on features, issues and customer needs. The product leverages SYKES’ expertise and global abilities in customer care to both manage a support community and provide a new set of metrics for monitoring its effectiveness.

“Our early identification of the emerging market for one-to-many and many-to-many online support interactions has allowed us to help more than one client achieve great scale, increasing the number of customer interactions more than tenfold, while only doubling the staff to support it. By providing this alternate channel customers are enabled to interact with our clients’ brands far more frequently and conveniently through the customers’ preferred support channel, while our clients get the chance to build their brand promise with customers who may have never called in to a traditional call center support channel,” said Dan Hernandez, Executive Vice President of Global Strategy.

“Blending SYKES’ Online Support Communities with traditional support channels allows us to broaden the reach for customer interactions while also capitalizing on community knowledge and meeting consumers’ needs for readily available and easily understood answers to their questions. Winning the Recognized Innovator award from TSIA further validates the strategies behind our comprehensive customer care offerings.”

“SYKES has clearly demonstrated that it understands the value of service economics and can strategically partner with technology service organizations to provide them with innovative tools that help run a profitable and highly performing services business,” said John Ragsdale, Vice President of Technology Research for TSIA. ***

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