• The Quadrant Knowledge Solutions SPARK Matrix™ provides competitive analysis & ranking of the leading CX Management Service providers 

• Datamatics, with its comprehensive technology Customer Experience Management, receives strong ratings across the parameters of service excellence and customer impact 

Quadrant Knowledge Solutions announced today that it has named Datamatics, a global Digital Operations, Technology and Experiences company, as a 2022 Service Leader in the SPARK Matrix for Global CX Management Services.

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The Quadrant Knowledge Solutions SPARK Matrix™ includes a detailed analysis of global market dynamics, major trends, vendor landscape, and competitive positioning. The study provides competitive analysis and ranking of the leading service providers in the form of its SPARK Matrix. It gives strategic information for users to evaluate different vendor capabilities, competitive differentiation, and market position.

According to Priyanka Panhale, Analyst, Quadrant Knowledge Solutions, “Datamatics’ robust service portfolio, focused on a customer-centric approach, empowers enterprises to drive value from their CX investments by providing strong omnichannel support, multilingual capabilities, inbound & outbound services, and cross-trained FTEs. It enables enterprises to enhance their operational processes and optimize costs by comprehensively assessing the enterprise’s existing processes to determine potential gaps. With continuous innovations in its digital and technological capabilities, Datamatics continues to provide superior value to its customers through expertise in customer analytics, process consulting, mystery audits, and AI-based solutions. The company is well-positioned to expand its market share in the CX Management Services market, with its comprehensive service capabilities, deep expertise, and understanding of customer management processes,” Priyanka adds.

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Sandeep Arora, Executive Vice President & Head – Customer Management Solutions & Consulting at Datamatics said, “Customer Experience is of utmost priority for clients across the globe to keep up with ever-evolving market dynamics. For Datamatics delivering ‘Superior Customer Experience using data-driven Intelligence’ has been the cornerstone of our Omni-channel Customer Management Services portfolio. This expertise helps us deliver value across the customer’s journey, especially in front-office based interactions. The Leaders’ rating is a strong testimony to our service capabilities, innovative technology, differentiators and the incremental impact we have created for clients across the globe.”

Due to the growing digital transformation and customer-centric initiatives across industry segments, a robust personalized customer experience strategy is considered among the most essential to meet the ever-growing customer expectations, improve brand loyalty, and win over the competition. The COVID-19 outbreak has led to unprecedented disruption across major industries. Technology investments have risen over the last few years, driven mainly by the pent-up demand in addition to the eventual economic recovery of the key markets across the geographical regions.

Organizations are seeking agility and continuous improvement throughout their internal processes, workflows, as well as CX services. Owing to the increase in such demands, businesses are looking to outsource customer experience management (CXM) and partner with CXM service providers in order to keep up with rising customer expectations and technological advancements. For the purpose of driving enhanced customer experiences, organizations are looking at service providers that focus on having a consultative approach in curating a robust infrastructure aligned with the customer needs.

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