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SYKES Launches New Digital Services Division

SYKES Digital Services (SDS) consolidates capabilities spanning automation, self-service, insight analytics, and digital learning to transform the customer experience.

Sykes Enterprises, Incorporated (“SYKES” or the “Company”) (NASDAQ: SYKE), a leading full lifecycle provider of global customer engagement services, multichannel demand generation, and digital transformation, today announced the launch of SYKES Digital Services.

Over the past decade, SYKES’ acquisition of market-leading digital capabilities in combination with core business process expertise has established it as a true customer experience management powerhouse. SYKES Digital Services (SDS) consolidates capabilities spanning automation, self-service, insight analytics, and digital learning to reimagine the future of work. With a strategic focus on transforming the customer experience, SYKES enables clients to outpace disruption, and win in a digital world.

The launch of SYKES Digital Services comes at a critical time when businesses across the globe are facing an onslaught of new challenges and are increasingly focused on remaining competitive in a rapidly evolving landscape.

With proven expertise in optimizing customer experience, and a heritage of excellence across all disciplines, SYKES Digital Services is uniquely positioned to deliver solutions that supercharge workforces, reduce operating costs, improve customer experience, and unlock growth with a holistic approach that encompasses:

  • SYKES’ tradition of delivering world-class customer experiences while exploring opportunities for continuous improvement and operational innovation.
  • Symphony Ventures’ pedigree in deploying robotic process automation (RPA) and intelligent automation (IA) with unrivalled execution and accountability to transform processes with certainty of outcome.
  • Qelp’s expertise in serving customers on their preferred self-service channels, providing efficient and effective customer support experiences.
  • TalentSprout’s legacy of engaging and supporting employees through fundamental changes in the workplace along with essential work-at-home support and training.
  • SYKES Insight Analytics’ award-winning CX analytics solution, enabling the collation of disparate, unstructured data to effectively connect the dots, gain efficiencies, and ultimately increase the lifetime value of customers.

Many leading organizations are citing intelligent automation and robust digital strategies as being key to increased agility and resiliency now and for years to come. The integrated yet nimble structure of SDS will allow us to anticipate and meet the needs of its clients with a firm commitment to operational excellence through a focused and programmatic approach to digital transformation.

“For over 40 years, outpacing disruption to better serve the customer has been at the heart of everything we do. Thanks to our vision and targeted investments in market-leading digital capabilities, we believe SYKES Digital Services is uniquely positioned as the transformation partner of choice for enterprises looking to create more meaningful and impactful intelligent customer experiences,” said Chuck Sykes, president & CEO at SYKES.

“The SYKES Digital Services division is the culmination of careful thought and consideration of how to best align the capabilities amassed through SYKES’ strategic acquisition strategy to continue delivering upon our unique mission of helping consumers find and use the product and services they need by combining the power of machine intelligence and human ingenuity. I am honored to lead this team of dedicated and talented individuals,” said David Brain, chief digital officer at SYKES.

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About Sykes Enterprises, Incorporated  

Sykes Enterprises, Incorporated and consolidated subsidiaries (“SYKES” or the “Company”) is a leading full-lifecycle provider of global customer experience management services, multichannel demand generation, and digital transformation. SYKES provides differentiated full-lifecycle customer experience management solutions and services primarily to Global 2000 companies and their end customers principally in the financial services, technology, communications, transportation and leisure, and healthcare industries. The Company’s differentiated full-lifecycle services platform effectively engages customers at every touchpoint within the customer journey, including digital media and acquisition, sales expertise, customer service, technical support, and retention, many of which can be optimized through a suite of digital transformation capabilities under its SYKES Digital Services (SDS) group, which spans robotic process automation (RPA), self-service, insight analytics, and digital learning. In addition to digital transformation, SYKES also provides artificial intelligence (AI) solutions that can be embedded and leveraged across its lifecycle offerings. The Company serves its clients through two geographic operating regions: the Americas (United States, Canada, Latin America, Australia, and the Asia Pacific Rim) and EMEA (Europe, the Middle East, and Africa). The Company’s Americas and EMEA regions primarily provide customer management solutions and services with an emphasis on inbound multichannel demand generation, customer service, and technical support to its clients’ customers. These services are delivered through multiple communication channels including phone, email, social media, text messaging, chat, and digital self-service. The Company also provides various enterprise support services in the United States that include services for its clients’ internal support operations, from technical staffing services to outsourced corporate help desk services. In Europe, the Company also provide fulfillment services, which include order processing, payment processing, inventory control, product delivery, and product returns handling. Additionally, through the Company’s acquisition of RPA provider Symphony Ventures Ltd (“Symphony”) coupled with its investment in AI through XSell Technologies, Inc. (“XSell”), the Company also provides a suite of digital transformation capabilities that optimize its differentiated full-lifecycle management services platform. The Company’s complete service offering helps its clients acquire, retain, and increase the lifetime value of its customer relationships. The Company has developed an extensive global reach with customer experience management centers across six continents, including North America, South America, Europe, Asia, Australia, and Africa. The Company delivers cost-effective solutions that generate demand, enhance the customer service experience, promote stronger brand loyalty, and bring about high levels of performance and profitability.