WebHelp Anywhere Competitive Landscape

Part
01
of six
Part
01

WebHelp Anywhere Competitive Landscape (WebHelp & Majorel)

Key Takeaways:

  • Majorel Anywhere serves businesses through its over 66,800-strong workforce.
  • Majorel Anywhere offers a hybrid model that increases flexibility, expands talent pools, increases scalability, ensures business continuity planning, and reduces attrition & absenteeism.
  • Webhelp Anywhere provides businesses with a codified methodology for designing their future customer experience model.

Introduction:

  • This report provides the requested information on Majorel Anywhere and Webhelp Anywhere. The research team mainly leveraged the websites and social media sites for each company to provide the required information. Third-party resources were also consulted to confirm any missing information.

Majorel Anywhere

  • Majorel Anywhere serves businesses through its over 66,800-strong workforce located in five continents and 35 countries using 60 languages. The company implements a hybrid WFH model to restore operations and enhance flexibility for both on-site and remote work.
  • To promote business efficiency, the company expanded its WFH model to enable a 100% work-from-office (WFO) model, a flexible work model that includes a mix of co-working spaces, WFH, and WFO, a home-based model that includes office visits, and 100% WFH.
  • Majorel Anywhere claims that its hybrid model increases flexibility, expands talent pools, increases scalability, ensures business continuity planning, and reduces attrition & absenteeism.
  • Majorel Anywhere also says that its WFH model increases cost efficiency since the cost of impact from home-based operations is at least neutral, or mostly even positive. This positions their WFH services as cheaper than on-site. The company offers solutions to companies in financial services and banking, global internet, automotive, insurance, hospitality, travel, media & telecoms, and energy & utilities.
  • Majorel Anywhere does not mention bestshoring specifically and does not have a codified methodology.
  • Majorel Anywhere uses posts on LinkedIn, Twitter, and YouTube to discuss its services, including WFH. It also posts industry knowledge insights as well as about its activities, hires, developments, and CSR efforts. It does not have any codified methodology, or at least does not discuss it.
  • The company uses images to promote its products, as seen in this example. Majorel also uses promotional videos as shown in this example.

Webhelp Anywhere 3

  • Webhelp Anywhere offers businesses a codified methodology for designing their future customer experience model. It also provides a scalable and flexible cloud platform for delivering it. The model can be offshore, onshore, or nearshore. It can also be on-site, virtual, or hybrid.
  • Webhelp leverages its capabilities to offer a harmonized business process outsourcing (BPO). Customers can integrate its distinctive bestshoring approach with its leading delivery model mix to create a perfectly-tailored mix of professionals for ultimate scalability and flexibility. The company serves clients in the automotive, healthcare, financial services, luxury & fashion, media & hightech, commerce & retail, telecommunications, leisure & travel, public services & utilities.
  • The company says that consistent delivery ensures that businesses gain a competitive advantage from its hybrid cloud platform. Regardless of the location and needs of the workforce, the platform integrates leading tools and technology across customer management, people engagement, and operational performance.
  • Webhelp Anywhere uses posts on LinkedIn, Twitter, and YouTube to discuss its services, including WFH. It also posts industry knowledge insights as well as about its activities, hires, developments, products, and CSR efforts on its magazine, articles, and whitepapers.
  • An analysis of recent posts shows that it posts more about its operations, industry news, and thought leadership than it does about its products. The company uses images on social media to promote its products, as seen in this example. Webhelp also posts promotional videos on YouTube as shown in this example.
Part
02
of six
Part
02

WebHelp Anywhere Competitive Landscape (Sutherland & Alorica)

Introduction

This report contains the requested information about Sutherland and Alorica. We determined that both companies do not position WFH services as cheaper than on-site or mention bestshoring specifically. These and other details can be found below.

Sutherland

  • Sutherland positions its work-from home service (Sutherland Anywhere) as a modular, integrated set of technology platforms that let organizations quickly establish a secure and feature-rich work-at-home environment for all employees while meeting all client priorities and needs. The company states that Sutherland Anywhere, a Platform as a Service (PaaS), overcomes the challenges of remote working which include "productivity, performance, security, support, technology, training, and collaboration."
  • Sutherland also claims that the solution's technology, tools, and people ensure that businesses can thrive in the growing remote world. The teams help unlock high-performance outcomes with resilient and flexible services that are provided dynamically from anywhere worldwide.
  • Sutherland Anywhere has been designed with multiple audiences in mind, including consulting for those that are new to WAH, special tools, performance enhancements, and analytics for those that are already familiar with WAH, and implementation services for those that are starting. Regardless of the stage that a business is in or the level of support that they require, Sutherland Anywhere is positioned to help.
The company provides the following as Sutherland Anywhere's tools:
  • Sutherland is actively running marketing campaigns around its work-from-home offering by releasing video creatives, blog posts, case studies. The types of content that Sutherland has about its work from home offering include a video posted on its YouTube channel and official website. A case study is also available on the website detailing the experience of a leading U.S. provider of financial services that leveraged Sutherland Anywhere.
  • Based on its posts on LinkedIn, Twitter, and Facebook, the company focuses more on the provision of industry knowledge rather than talking about its products on social media.
  • Here is a link to the marketing creative titled "Sutherland Anywhere" which was also posted on the company's Vimeo account on October 30, 2021.
  • On the Sutherland Anywhere web page, the company provides a link to the landing page that can be used by visitors to get more information about Sutherland's products and services, including the work-at-home offering.

Alorica

  • Alorica positions its work-at-home platform (Alorica Anywhere) as a platform that guarantees performance with a single, cloud-based interface that allows for real-time workforce management. The company also claims that Alorica Anywhere provides world-class security with protocols that safeguard valuable customer information. It uses a "multi-layered approach to protect end-to-end delivery at the agent, desktop, network, system, and environment level.
  • Alorica Anywhere provides work-at-home compliance, security, and accountability using environmental safeguards. Through Alorica Pay, any location is secure, and confidential customer information is inaccessible" by the company's team members.
  • Optimization is guaranteed with a virtual contact center solution that includes a "unified, omni-channel approach to customer engagements using priority-based blended call queues." Businesses can use their customer's channels of choice and support multiple languages with technology like advanced voice recording.
  • The company does not position work-from-home services as cheaper than on-site and only focuses on work-at-home themes, describing Alorica Anywhere as a "multi-channel work-at-home CX solution."
  • There is no mention of bestshoring and no codified methodology is used.
  • Alorica is actively running marketing campaigns around its work-from-home offering by releasing video creatives, case studies, and social media posts. Also, the company has provided a fact sheet and infographic on its website to promote Alorica Anywhere. Video recordings of fireside chats are also available on the website with more marketing content.
  • The types of content that Alorica has about its work from home offering include videos posted on its YouTube channel and website, blog articles, social media posts, and case studies.
  • On the Alorica Anywhere web page, the company provides a link to a landing page that can be used by visitors to get more information about Alorica's products and services, including the work-at-home offering.

Research Strategy

To provide a competitive landscape of Sutherland and Alorica, we leveraged the reputable sources available in the public domain such as the companies' official websites, press releases, blog sites (where available) social media handles (e.g., Twitter, Facebook, Instagram, etc.), LinkedIn profiles, and YouTube channels.

Part
03
of six
Part
03

WebHelp Anywhere Competitive Landscape (Teleperformance & Concentrix)

Key takeaways:

  • WISH is Teleperformance's (TP) work-at-home platform.
  • According to TP, its WFH platform is used by over 250,000 remote workers
  • The Concentrix Work-At-Home service also offers a blended model that integrates hybrid features to virtual models.

Introduction:

  • This report provides the requested information on Teleperformance and Concentrix. The research team mainly leveraged the websites and social media sites for each company to provide the required information. Third-party resources were also consulted to confirm missing information.

Teleperformance (TP)

  • TP offers WISH as its work-at-home platform. The company describes it as a U.S.-focused cloud-based platform that revolutionizes remote work. The platform recently expanded its capacity, which offers versatility to WFH agents and takes a revolutionary approach to remote teams management.
  • TP claims that its WFH platform is used by over 250,000 remote workers and that its innovative TP Cloud Campus model engages and connects remote employees while enhancing business KPIs. In fact, about 70% of TP's workforce work remotely.
  • Also, TP claims that it is at the forefront of the "work-from-anywhere movement." It says that its Cloud Campus model improves performance and provides client engagement levels similar to onsite teams.
  • TP's WFH offering offers talent retention and acquisition, long-term business resilience and agility, better talent acquisition, and increased automation and digitization. WISH also uses a Cloudshoring model that supports onshoring, nearshoring, and offshoring. Apart from its virtual services, the company also offers physical hubs where businesses can seek services.
  • TP does not talk about blended models but instead focuses on work-from-home themes. It also does not position WFH services as cheaper than on-site. Additionally, the company does not mention bestshoring specifically.
  • TP uses posts on LinkedIn, Twitter, Facebook, and Instagram to discuss its services, including WISH. It also posts industry knowledge insights as well as about its activities, hires, developments, and CSR efforts. It does not have any codified methodology, or at least does not discuss it.
  • The company uses social media marketing, as seen in this example posted on Twitter to promote its WISH platform. TP also conducts OOH marketing for its WFH product as seen in the marketing material below.

Concentrix

  • The Concentrix Work-At-Home service enables businesses to "quickly react to unplanned events, meet seasonal demands, and support volume surges, with an expanded, experienced hiring pool aligned to your brand." The service also seamlessly adds home agents to physical contact centers. It also eliminates the "single point of failure" that is represented by a centralized location.
  • The company says that its WFH teams are empowered to offer exceptional business results and customer experiences through engaging collaboration tools, virtual management resources, blended and modern virtual training, and certified virtual coaching experts and leadership.
  • "Concentrix's skilled workforce management team" is able to optimize schedules by 90% and to lower the total cost of ownership by 10% to 20%. This would suggest that it is positioning its WFH services as cheaper than on-site. Notably, Concentrix's WFH offering is focused more on providing skilled agents to meet the staffing needs of businesses in support areas such as customer care, revenue growth, technical support, and back-office, among others, in an end-to-end virtual and permanent WFH model.
  • Concentrix offers insights on various resources, including blogs, thought leadership publications, case studies, fact sheets, webinars, and videos. The company also talks about blended models as seen in this blog that discusses its expertise in integrating the hybrid model with the WFH model. The company does not mention bestshoring specifically.
  • Concentrix uses posts on LinkedIn, Twitter, YouTube, Facebook, and Instagram to discuss its services, including Cirrus. It also posts industry knowledge insights as well as about its activities, hires, developments, and CSR efforts. It does not have any codified methodology, or at least does not discuss it.
  • Its marketing efforts include out-of-home strategies, as seen in this example of an OOH advertisement at Times Square. The attached video was published on YouTube to promote, among other things, its hybrid workforce offering.
Part
04
of six
Part
04

WebHelp Anywhere Competitive Landscape (Sitel & Sykes)

Key Takeaways

  • "The Sitel Group positions its work from home solutions as "tried and tested" platforms that are equipped with effective tools and technology, including being secure and devoted and fully PCI compliant remote infrastructure, while providing real-time management and robust virtual coaching for optimal, consistent operational performance."
  • "The Sitel Group is running marketing campaigns around its work from home service, as visitors to its website or interested parties can subscribe to "Sitel Group Insights" to receive regular updates, blog posts, and news through their email accounts."
  • "SYKES positions its proven work from home solutions as "a reliable home-based service option" capable of bolstering profitability and growth via top-tier customer experience."

Introduction

The Sitel Group and SYKES does not utilize a codified methodology for their work from home services. The requested information regarding the competitive landscape for Sitel and SYKES has been provided below. Please note that SYKES is a part of the Sitel Group, as of September 2, 2021, following a $2.2 billion acquisition of the company.

Sitel

  • The Sitel Group positions its work from home solutions as "tried and tested" platforms that are equipped with effective tools and technology, including being secure and devoted and fully PCI compliant remote infrastructure, while providing real-time management and robust virtual coaching for optimal, consistent operational performance. It claims that it has utilized its 13 years worth of experience to develop intricate programs that are capable of supplying "best-in-class CX resilience", able to be adapted to any company's unique business needs. The company promises that the Sitel work from home platform (i.e., Sitel at Home) provides actual business continuity, a more engaged workforce, better access to talent, and improved performance.
  • It has not positioned work from home services as being cheaper than on-site services.
  • The company does speak of blended models (e.g., blending offshore, nearshore, and onshore operations, work from anywhere model), but it concentrates most of its attention on work-from-home themes.
  • The Sitel Group does not mention specifically bestshoring through its official website, social media handles (e.g., Twitter, Facebook, Instagram), blog site, posts on its LinkedIn profile, etc.
  • It does not appear that the company's work from home services are codified.
  • The Sitel Group is running marketing campaigns around its work from home service, as visitors to its website or interested parties can subscribe to "Sitel Group Insights" to receive regular updates, blog posts, and news through their email accounts. Furthermore, the company has released some video advertisements for its work from home service through its YouTube channel, including the "Sitel at Home - Still Connected" ad that released on April 13, 2020.
  • The types of content that the Sitel Group has about its work from home solution include videos posted on its YouTube channel, along with interactive media on its official website. It has also published articles on its blog site, including one posted to the site on January 4, 2022, where it also briefly discusses work from anywhere and its MaxHubs solution. Additionally, the Sitel Group has published product brochures outlining the capabilities of its work from home solution.
  • Examples of landing pages from the Sitel Group are unavailable.
  • Here is a link to a video creative titled "Sitel at Home - Still Connected" that was posted on the company's YouTube channel. Below is a creative that was posted on the company's official website.

SYKES

  • SYKES positions its proven work from home solutions as "a reliable home-based service option" capable of bolstering profitability and growth via top-tier customer experience. It promises the continuity of operations, with over 20,000 home-based locations spread throughout 40 states in the United States and four different nations around the world, ensuring that its customer's operations continue without disruption. Moreover, it states that its secure PCI-certified and HIPAA-compliant work at home services are "perfect for all industry solutions", including healthcare, financial services, retail, technology, travel and hospitality, telecommunications, and education and learning.
  • SYKES does not position work from home services as being cheaper than on-site services.
  • The company mostly focuses on work from home themes, however, it provides assistance to companies that are seeking "the dependable economy of the traditional contact center." Its SYKESHome solution promises to provide seamless integration from a company's brick-and-mortar website.
  • SYKES does not mention bestshoring anywhere on its official website, social media handles (Twitter, Facebook, Instagram), LinkedIn profile, most recent press and news releases, etc.
  • SYKES does not appear to have a codified methodology for its work from home services.
  • The company is actively running marketing campaigns around its work from home offerings. It uses desktop digital ads to encourage potential candidates and companies to learn more about its offerings.
  • The types of content that SYKES has about its work from home service option includes partner testimonials uploaded to its official website, as well as desktop digital ads containing links to the website, where observers can gain additional insight on its offerings. It also uploads short videos to its YouTube channel to promote its work from home service, which include testimonials from users on the platform. In addition, SYKES uses social media posts to highlight its platform's advantages, and some of these posts contain links to landing pages.
  • Here is a link to a video creative with brief testimonials from employees on the platform that was posted to YouTube on October 4, 2019.
  • Here is a link to an example of a landing page for the company's work from home solution, SYKESHome.
  • Below are two examples of desktop digital advertisements created by Sykes for its work from home services.

Research Strategy:

To provide a competitive landscape for Sitel and SYKES, we leveraged some of the most reputable sources available in the public domain. We carefully reviewed each of the companies' official websites, press releases, blog sites (where available) social media handles (e.g., Twitter, Facebook, Instagram, etc.), LinkedIn profiles, and YouTube channels, as we believed sources directly from the companies would provide the most reliable answers. Moreover, we studied any available product brochures and webpages dedicated to frequently asked questions. We also consulted sites such as iSpot.tv, Moat, etc. to find examples of marketing content issued by Sitel and SYKES.
Part
05
of six
Part
05

WebHelp Anywhere Competitive Landscape (TTEC & TaskUS)

Key Takeaways:

  • Cirrus is TaskUs' primary work from home platform.
  • Humanify is TTEC's work-at-home platform.
  • Both TaskUs and TTEC offer services other than WFH platforms.

Introduction:

  • This report provides the requested information on TaskUs and TTEC. The research team mainly leveraged the websites and social media sites for each company to provide the required information. Third-party resources were also consulted to confirm missing information.

TaskUs

  • TaskUs offers Cirrus as its primary work from home 'site,' which the client refers to as w@h. The company describes it as a cloud-based site that is everywhere and nowhere and is unbounded by proverbial and literal borders. It claims that Cirrus offers industry-leading employee and customer support without compromising the culture, transparency, skill, quality, and expertise that defines TaskUs.
  • Cirrus can be used for recruitment, training, operations, workforce and client technologies, and securing the w@h setting. TaskUs says that Cirrus supports 19,500 w@h employees, has a 95% approval rate, offers 1,200 candidate leads daily, and provides a fully secure environment.
  • TaskUs does not talk about blended models but instead focuses on work-from-home themes. It also does not position WFH services as cheaper than on-site. Additionally, the company does not mention bestshoring specifically.
  • TaskUs uses posts on LinkedIn, Twitter, YouTube, and Instagram to discuss its services, including Cirrus. However, based on its posts, the company focuses more on providing industry knowledge than talking about its services. It does not have any codified methodology, or at least does not discuss it. The company uses social media marketing, as seen in these examples on LinkedIn. It also uses YouTube videos to promote its services.

TTEC

  • TTEC's work-at-home platform is named Humanify. It describes it as "one platform, one workforce, one employee experience, from anywhere." Humanify is also described as a CXaaS platform.
  • The company claims that Humanify powered over 100,000 remote workers globally while providing 100% secure @home environments. It also says that it can deploy its platform on a large scale in hours and that the platform replicates in-person experiences through productivity-enhancing tools and virtual collaboration.
  • TTEC's main focus is on customer experience, and it uses automation technology such as artificial technology to support its clients' customer experience strategies. Also, the company offers outsourcing services as well as CX analysis and data.
  • TTEC does not talk about blended models but instead focuses on work-from-home themes. It also says that its WFH services can enable clients to reduce costs, but it does not offer a direct comparison to on-site. Additionally, although the company discusses nearshoring, offshoring, and onshoring, it does not mention bestshoring specifically.
  • TTEC uses posts on LinkedIn, Twitter, and Instagram to discuss its services, including Humanify. However, based on its posts, the company focuses more on providing industry knowledge than talking about its services. It does not have any codified methodology, or at least does not discuss it.
  • The company uses social media marketing, as seen in these marketing examples on LinkedIn. It also talks about its customer experience products and strategies on various platforms, including blogs, eNewsletters, podcasts, and journals, among others. TTEC also offers data sheets, client stories, and infographics.



Part
06
of six
Part
06

WebHelp Anywhere Competitive Landscape (TDCX & Arise)

Key Takeaways

  • "TDCX positions its work from home service as enabling companies to provide first-rate customer experience from any location in the world."
  • "Arise positions its work from home service as modifying how the world works, allowing its thousands of users to be their own boss, control their income, and connect with prominent brands, such as TurboTax, Intuit, Carnival, quickbooks, and Dick's Sporting Goods."
  • "Although Arise does not position work from home services as being cheaper than on-site, it does market its services as being "cost-effective" and budget-friendly."

Introduction

It has been determined that neither TDCX nor Arise mention bestshoring or anywhere services, as both companies focus on providing services related to working from home. Also, neither of the companies use a codified methodology for their work from home services. The requested information on a competitive landscape for TDCX and Arise has been provided below.

TDCX

  • TDCX positions its work from home service as enabling companies to provide first-rate customer experience from any location in the world. It claims to have consolidated contemporary technology with industry best practices to produce a comprehensive solution. The company claims that its work from home solution allows its customers to optimize their business performance beyond workspaces, providing augmented performance, tech for home offices, data security, on-the-go analytics, people management, and remote hiring.
  • TDCX does not position work from home services as being cheaper than on-site.
  • The company focuses exclusively on work-from-home themes, as opposed to anywhere and bestshoring services or hybrid models.
  • TDCX does not mention bestshoring specifically through its website, social media handles (e.g., Twitter, Facebook, Instagram), marketing content, etc.
  • It does not appear that the company utilizes a codified methodology for its work from home solution.
  • TDCX is actively running marketing campaigns around its work from home solution by releasing video creatives, case studies, and social media posts. Here is a link to an example of a creative titled "Work@Home with TDCX Falcon" that the company uploaded to YouTube on November 6, 2020.
  • The types of content that TDCX has about its work from home services includes a series of videos posted on its YouTube channel, official website, and social media handles, such as Facebook. Furthermore, the company hosts webinars to provide details on its work from home solution and its history, in addition to case studies involving various clients that have utilized the solution.
  • Examples of landing pages used by TDCX for its work from home solution are unavailable in the public domain. However, for the marketing material that the company uses to promote the solution, it does typically provide a link under the post that connects to the webpage for its solution.
  • Here is a link to an example of a marketing creative titled "TDCX Work@Home Solutions, your BCP for an uninterrupted CX" that was posted on the company's Facebook account on May 20, 2020. Here is a link to another example of a marketing creative titled "Work@Home with TDCX Falcon" that the company uploaded to YouTube on November 6, 2020.

Arise

  • Arise positions its work from home service as modifying how the world works, allowing its thousands of users to be their own boss, control their income, and connect with prominent brands, such as TurboTax, Intuit, Carnival, quickbooks, and Dick's Sporting Goods. The platform enables them to decide whether to work for themselves, operating a home-based company, or become employed by a company that already has a presence on the platform. On its website, the company lists several available opportunities for users to work (provide customer support and service) with some of the brands on the Arise Platform.
  • Although Arise does not position work from home services as being cheaper than on-site, it does market its services as being "cost-effective" and budget-friendly.
  • The company focuses solely on work from home themes, instead of offering anywhere, bestshoring, or hybrid services.
  • Arise does not mention bestshoring specifically through its official website, social media handles (e.g., Facebook, Twitter), marketing content, etc.
  • It does not appear that the company uses a codified methodology for its work from home service.
  • Arise is actively running marketing campaigns around its work from home service. It has posted several video creatives to its YouTube channel, desktop digital advertisements, etc. Here is a link to an example of a video creative the company posted on YouTube titled "The Arise Platform: Changing the Way the World Works." Below is an example of a digital advertisement from the company.
  • The types of content that Arise provides for its work from home service include videos posted on its YouTube channel, social media handles, and official website. Other types of content used for the company includes digital advertisements/banners that link to videos on its work from home service, as well as user testimonials posted to its official website, webinars, and posts on social media. The posts on its social media handles contain the full website address of its work from home solution.
  • Here is a link to an example of a landing page used by Arise to get visitors to sign up to its work from home platform.
  • Here is a link to a video creative posted to the company's website and its YouTube channel. Below are examples of marketing materials posted on the company's social media handles.

Research Strategy:

To provide a competitive landscape for TDCX and Arise, we leveraged some of the most reputable sources available in the public domain. We carefully reviewed each of the companies' official websites, social media handles (e.g., Twitter, Facebook, Instagram, etc.), LinkedIn profiles, and YouTube channels, as we believed sources directly from the companies would provide the most reliable answers. Moreover, we studied any available product brochures and webpages dedicated to frequently asked questions. We also consulted sites such as iSpot.tv, Moat, etc. to find examples of marketing content issued by TDCX and Arise.

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From Part 04