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Xerox Acquires Customer Value Group to Enhance Collections Capability in F&A BPO Portfolio

Xerox's acquisition of  U.K. based Customer Value Group (CVG) indicates that Xerox's ambitions for the acquired ACS business and for FAO in particular have not dimmed. CVG's primary product, Value+ is a SaaS-based offering that supports the management of customer credit, collections, and disputes and Value+ will now form a cornerstone of Xerox's O2C offerings.

This is a plug the gap acquisition for Xerox, bringing in IP to help it better manage the end to end O2C process, especially in the collections domain. With CVG already attracting attention from other BPO providers including Infosys and EXL, the acquisition can be seen as both an offensive and defensive play. In June, Xerox signed an ~200 FTE MP FAO contract with a Swiss headquartered CPG manufacturer, beating the incumbent, Genpact. Half of the services in scope are related to O2C (order management, MDM, collections and cash application) - and the platform used to support those processes was the CVG Value+ platform.

CVG will continue to operate from its London office.

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