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Another F&A BPO Win in the Nordics for Cognizant: Significant Potential for Expansion
Jul 23, 2014, by NelsonHall AnalystCognizant recently announced a F&A BPO contract award by facility management services group ISS, covering its operations in the Nordics. This is the third F&A BPO client win for Cognizant in the Nordics. The first award was with Volvo, announced March 2011, followed by one at Norway Post, in partnership with local partner Visma, in July 2011. Cognizant’s clie[...]
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EXL Acquires Blue Slate Solutions to Enhance Business Process Analytics in the Healthcare Payer Sector
Jul 20, 2014, by NelsonHall AnalystEXL recently announced the acquisition of Albany, NY-based Blue Slate Solutions. Blue Slate, founded in 2000 by CEO Rick Barnett, has from its inception focused on data driven business consulting and services. Today, with a staff of 35, it focuses on developing simplified data models and business processes for health insurers (~85% of its business, including large insurers and Medicare contractors[...]
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"Insights" on Ceridian LifeWorks: Connecting Dayforce to EAP & Wellness Offerings
Jul 18, 2014, by NelsonHall AnalystI recently attended Ceridian’s annual client event in Las Vegas with the assumption that the event would revolve around Dayforce. And it did, but I was also pleasantly surprised to learn how Ceridian is tying Dayforce and LifeWorks, Ceridian’s EAP and wellness offering, together. Over the years, I’ve watched Ceridian shift from a mostly services-oriented organi[...]
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Teleperformance Boosts U.S. Market Capabilities with Acquisition of Aegis Regional Operations
Jul 10, 2014, by NelsonHall AnalystAfter three months of talks, Teleperformance is to acquire Aegis' U.S, Philippines and Cost Rican operations for $610m. The transaction will involve the transfer of 19,000 agents (18,000 work stations) in 16 centers, representing ~$400m in annual revenues. Aegis will bring to Teleperformance the following operations: The U.S: nine sites with ~5,300 total seats The Ph[...]
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Highlights and Trends in the HRO Market in H1 2014
Jul 10, 2014, by NelsonHall AnalystThe HRO market is always buzzing with activity. With the first half of the year over, it’s a good time to examine the key trends by service area. Benefits Administration: Benefits administration was a hotbed of activity in H1! Contracts were awarded across various service lines in the U.S. as well as in the U.K. There was a solid stream of pensions and retirement administration c[...]
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What is Happening in Multi-Process HR BPO? Latest NelsonHall Market Study Looks at Segments and Forecasts Areas of Growth
Jul 02, 2014, by NelsonHall AnalystNelsonHall has just published its latest market assessment of Multi-Process HR Outsourcing. The report analyzes the characteristics of the market and identifies four major segments and looks at activity within each of these segments. One of these segments is multi-country standardization segment, where we have seen a big shift in the proportion of global contracts and regional contracts a[...]
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Looking at Acquisition Activity in the CMS Market
Jul 02, 2014, by NelsonHall AnalystAfter a quiet year of acquisitions in the contact center outsourcing market in 2013, 2014 activity so far has been more inline with what we’ve come to expect of this market in terms of the volume of acquisitions. Most of the acquisitions so far this year have been to enhance, and in some case establish, geographic presence, for example: Webhel[...]
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Virtual Operations Sees Take Up of RPA in Healthcare, Financial Services and BPO
Jun 19, 2014, by NelsonHall AnalystNelsonHall recently spoke with management from Virtual Operations, a privately held Dallas, TX-based provider of consulting, implementation and technical services around robotic process automation (RPA). The company was founded in 2012 by Dan Hudson and Matt Smith who had previously worked together at OnTarget Partners and other ventures. We asked them about the growth that they a[...]
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Call Center Week: How Analytics, “Personal Emotional Connection”, and Video Chat Can Help Improve Customer Experience Management
Jun 17, 2014, by NelsonHall AnalystNelsonHall recently attended Call Center Week in Las Vegas. 2014 was the 15th year of this event, which had 1,800 attendees and 120 booths. It’s hot in Las Vegas in June - and the event covered some hot topics! Using Analytics to Improve CSAT I participated in two well attended sessions on analytics, which took different approaches to the same topic. The session sponsored [...]
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Evolution of Outsourced Social Media Services at Sitel
Jun 12, 2014, by NelsonHall AnalystFacebook, twitter, Instagram, Google+, the list goes on . . . the need for both B2C and B2B enterprises to establish and foster a social presence has evolved from a nice to have to an essential capability . . . yaaawn! We’ve heard this so many times that we are at risk of ignoring it, like irritating boy band lyrics. But unlike the boy band lyrics, there is some truth to the message. [...]
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Brazil's Not Playing Ball But Teleperformance Continues to Blaze
May 23, 2014, by NelsonHall AnalystTeleperformance has had an impressive quarter that might have resulted in 9.1% growth if it wasn't for the extremely unfavorable exchange rate fluctuations which resulted in an overall negative impact of €32.7m ($44.2m). Despite this Teleperformance achieved 3% y/y revenue growth in the quarter to €610m. Growth in the English-speaking market & Asia-Pacific SBU w[...]
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Genpact: "The Art of the Possible"
May 23, 2014, by NelsonHall AnalystNelsonHall recently attended a Genpact analyst forum in Boston, where we were keen to learn more about the changes in its strategy that Genpact announced in February to effect a major transformation of its business (see our blog “Genpact: Slow Progress on Transformation Strategy in 2013 - Unveils Next Phase of Plan: http://research.nelson-hall.com/blog/?avpage-views=blog&type=post&po[...]
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Convergys Announces First Earnings Since Acquiring Stream
May 22, 2014, by NelsonHall AnalystConvergys closed the acquisition of Stream on March 3, 2014. Its Q1 2014 reported results include contributions from Stream for the month of March. Revenue wsas $606m, up 23% y/y. Excluding the four week contribution of ~$86m from Stream, revenue was u- 5% y/y EBIT was $22m, an EBIT margin of 3.6%, down 376 bps y/y End of Q1 2014, combined footprint of contact cent[...]
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Law Firms, Essential Partners in the LPO Competition
May 15, 2014, by NelsonHall AnalystLast week, U.K. law firm Optima Legal and its subsidiary Cost Advocates were granted an Alternative Business Structure (‘ABS’) license by the Solicitors Regulatory Authority (‘SRA’), marking the entrance of BPO services provider Capita into the legal market. The acquisition of Optima by Capita is imminent. It will bring in new capabilities in reserved activities (propert[...]
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Aligning Cost to Performance: How Digital Transformation is Nurturing the Insurance Industry
May 14, 2014, by NelsonHall AnalystBlonde hair, blue eyes, fair skin – we know about our physical make up... what about our digital make up? What does our Code Halo say about us? And more importantly – who does it say it to? How is this “changing the rules”? Yesterday, Cognizant launched its book: Code Halos, which looks at the way in which our digital composition is changing the way industries operate. T[...]
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Genpact's Acquisition of Pharmalink: The Right Space at the Right Time
May 02, 2014, by NelsonHall AnalystGenpact’s acquisition of Pharmalink expands its capability to offer an increasingly important range of life sciences regulatory services, especially for the pharmaceutical majors. Pharmalink, a small but global player in this niche space, has established important relationships with several of the largest pharmaceutical companies since its inception around 15 years ago.&n[...]
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Examining Q1 2014 Benefits Administration Activity
May 01, 2014, by NelsonHall AnalystFollowing a flurry of benefits administration activity in H2 2013 that focused on contract awards for corporate health exchanges for active employees, the first quarter of the year seemed to be just as busy for providers in both the U.S. and U.K. This is a strong stark contrast to H2 2013, when much of the activity in Q1 was focused on DC administration. Private sector activity outpaced pu[...]
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Complimentary Demand: The Blossoming Role of LPO in Risk Management
Apr 25, 2014, by NelsonHall AnalystLast week, MphasiS announced the launch of its next generation Governance, Risk and Compliance (GRS) service, in partnership with legal process outsourcing (LPO) provider Mindcrest, to its North American BFSI client base. Services within the scope of the offering include: Contract remediation Document review Consent order fulfillment Corporate compliance research. MphasiS will [...]
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Complimentary Demand: The Blossoming Role of LPO in Risk Management
Apr 25, 2014, by NelsonHall AnalystLast week, MphasiS announced the launch of its next generation Governance, Risk and Compliance (GRS) service, in partnership with legal process outsourcing (LPO) provider Mindcrest, to its North American BFSI client base. Services within the scope of the offering include: Contract remediation Document review Consent order fulfillment Corporate compliance research. MphasiS will [...]
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Great-West Moves into Second Place in DC Administration Market
Apr 07, 2014, by NelsonHall AnalystIn the last several months, Great-West Financial has undergone a major transformation, restructuring its DC administration business (Great-West Retirement Services) to provide a more holistic offering. While it’s clear that Fidelity dominates the DC administration market in terms of revenues, recordkeeping assets, and participants, it is a much tighter race thereafter. Consequently,[...]
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