You now present the Group as a global Customer
Experience platform. Could you say a few words
about the “BPO as a platform” concept?
We’ve gone from being a local call centre operator to a multi-chan-
nel Customer Relations contact centre before becoming what we are
today – a global Customer Experience platform.
In other words, just like Amazon (retail platform), Alibaba (B2B plat-
form in China), Facebook (a platform for connecting people) and
Google (information platform) – each one a highly effective services
platform in its own sector – our very own Sitel Group has become
global Customer Care platform
. Or to put it even more succinctly:
“Sitel Group, BPO as a platform”.
For over 10 years now, we have been growing an ecosystem of
highly specialised subsidiaries around our core BPO business as part
of a conscious diversification strategy:
, our digital CX agency,
focused on the innovative part of Customer Relations and specia-
lised in conversational, chatbot, social and community communica-
Learning Tribes and My Mooc
, focused on learning and skills
development; Novagile, our software venture, designer of solutions
and platforms, focused on innovation and R&D, particularly Artifi-
cial intelligence (dedicated team of six people);
focused on customer journey consulting services; and, last but not
, focused on Big Data and analytics which are of
strategic importance to the Group.
We have been pioneers in these new areas for some years now –
another part of our corporate DNA is to constantly seek out value-
added, high-tech solutions for our clients. Our role as Customer Ex-
perience platform is to provide clients with a toolbox that can help
them to grow and to enhance their performance.
Clients can access these applications via our “global Customer Expe-
rience solutions platform” which provides a gateway to our latest
innovations, all of our tried and tested operational processes and
effective KPIs for managing their activities.
The idea is to integrate all of these customer services in our various
different markets and this is why we decided to bolster our subsi-
diary ecosystem structure by appointing Philippe Riveron, Founder
and CEO of Learning Tribes, to the newly-created position of Chief
Ventures Officer. Philippe’s contribution to our development and
growth over the past 15 years perfectly embodies the Group’s entre-
Founded in 1985
$ 1.7 billion
Every day, our 75,000 employees
deal with more than 2.5 million interactions
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#4 › 04/18