SYKES Wins Technology Services Recognized Innovator Award

By Sykes Enterprises Incorporated, PRNE
Wednesday, December 1, 2010

Online Support Communities product augments traditional support channels to further expand portfolio

TAMPA, Florida, December 2, 2010 - Turning traditional online forums into professional technical support
channels has won new recognition for a long-time industry leader. Sykes
Enterprises, Incorporated ( SYKE), a global
leader in providing outsourced customer contact management solutions and
services in the business process outsourcing arena, today announced it 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."

The Recognized Innovator Awards are highly regarded in the service
industry, representing the only independently judged awards program that
recognizes innovation in technology services products and service offerings
documented with customer case studies of measurable business value and
results. To win the Recognized Innovator award, SYKES provided real-world
examples of how companies are leveraging their technology or services to
generate incremental services revenue. In one case study, SYKES' Online
Support Community solution decreased the client's customer unit cost per
transaction by more than 86 percent. The new solution also increased the
client's customer touchpoints by more than 600 percent, creating a new source
of revenue.

"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.

Recognized Innovator winners were selected by a panel of judges,
including industry experts and TSIA members. More information on Technology
Services World and the Technology Services Recognized Innovator Awards can be
found at


SYKES is a global leader in providing customer contact management
solutions and services in the business process outsourcing (BPO) arena. SYKES
provides an array of sophisticated customer contact management solutions to
Fortune 1000 companies around the world, primarily in the communications,
financial services, healthcare, technology and transportation and leisure
industries. SYKES specializes in providing flexible, high quality customer
support outsourcing solutions with an emphasis on inbound technical support
and customer service. Headquartered in Tampa, Florida, with customer contact
management centers throughout the world, SYKES provides its services through
multiple communication channels encompassing phone, e-mail, web and chat.
Utilizing its integrated onshore/offshore global delivery model, SYKES serves
its clients through two geographic operating segments: the Americas (United
, Canada, Latin America, South Asia and Asia Pacific) and EMEA (Europe,
Middle East and Africa). SYKES also provides various enterprise support
services in the Americas and fulfillment services in EMEA, which include
multi-lingual sales order processing, payment processing, inventory control,
product delivery and product returns handling. For additional information,
please visit

About TSIA

The Technology Services Industry Association (TSIA) is the leading
association dedicated to advancing the business of technology services.
Technology services organizations large and small look to TSIA for
world-class benchmarking and research, exceptional peer networking and
learning opportunities, and high-profile certification and awards programs.
Find TSIA online at

Andrea Burnett Thomas of Sykes, +1-813-233-2132, andrea.thomas at; or Suzanne LaBounty of TSIA, +1-239-822-9226, suzanne.labounty at

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