Sykes to acquire Alpine Access
"Sykes has made a bold move buying home-based outsourcer; Alpine Access. Apart from being one of the longest established home agent outsourcers, Alpine Access has shown strength in the domain of platform delivery and innovations around data security.
"The home based agent market is experiencing a rebirth according to Ovum's research* with the number of agents expected to double, reaching 130000, globally. This is largely due to its ability to deliver contact center services onshore at a lower cost than in an actual facility and Sykes is well positioned to take advantage of this growth.
"Furthermore, this transaction also illustrates the beginning of the consolidation in the home agent outsourcing sector that has been anticipated for some time. With Sykes taking on Alpine Access it is clear that other pure-play home agent vendors will be on the target list of any global contact center service player that wants to increase its presence in a growing delivery market.”
*Profiting From Home Agents in CRM Outsourcing – April 2012
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