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Jun 28, 2017, by Ivan Kotzev
In April 2017, TeleTech acquired healthcare BPS provider Connextions for $80m. The acquisition makes healthcare the second largest vertical for TeleTech, expected to reach ~21% of their annual revenue at ~$300m. I spoke with TeleTech recently to discuss the acquisition and their focus on the healthcare space.
TeleTech’s Healthcare Business at a Glance
TeleTech’s hea[...]
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Jun 27, 2017, by Andy Efstathiou
I recently attended the Avaloq client conference in Zurich. The conference was well attended, with ~400 attendees. Avaloq is on a roll, adding clients across offerings and markets for the past several years. Here I outline how they are doing it and what their next steps are.
Background
Avaloq is a privately held vendor of technology-based solutions and services to the financial[...]
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Jun 27, 2017, by NelsonHall Analyst
I am excited to be embarking on a new role at NelsonHall, having enjoyed serving as a Customer Management Services industry analyst for almost five years. As the new advisor for NelsonHall’s Buyer Intelligence Group (BIG), I get the opportunity to work more closely with our buy-side clients and broader BIG community, helping them to engage around hot industry topics and to get [...]
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Jun 21, 2017, by Elizabeth Rennie
Last week, I attended the HR Tech World conference in San Francisco, where ~ 2,000+ HR practitioners, thought leaders, vendors, analysts, and VC representatives converged on the Fort Mason campus on San Francisco Bay to experience and discuss the latest disruption in the HR technology space.
This was the first year the event was hosted in the U.S., but it felt li[...]
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Jun 19, 2017, by Andy Efstathiou
As discussed in my blog of April 12, 2017, the mortgage processing industry in the U.S. is challenged to remain profitable because, from 2012 to 2016, loans outstanding grew 1.8% per year, while processing costs grew at 7.3% per year. This is leading to industry consolidation and operational restructuring. A recent example of a BPS vendor consolidating in order to drive greater effic[...]
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Jun 15, 2017, by NelsonHall Analyst
Initiatives around incorporating intelligent technologies to automate and create efficiencies across different HR processes is a top priority for many vendors. To date, RPA has made the most headway, e.g. in payroll for forms management, in benefits for pension calculations, in recruiting for scheduling a candidate’s interview or resume scanning, and in learning for proces[...]
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Jun 12, 2017, by Ivan Kotzev
The idea that the future model of customer experience includes a high level of automation is already widespread. A whole ecosystem of developers and vendors is catering to an emerging mass market of bots and virtual assistants. And users and brands are discovering more applications of automated support over text and voice as bot libraries grow rapidly.
While the learning curve for users is [...]
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Jun 08, 2017, by Gary Bragar
randrr is a free career opportunities platform focused on providing individuals with insights to take control of their career development by helping them to identify and align with the opportunities they are best suited for. randrr’s goal is to be the only resource that people need to manage their career objectives. Here I take a closer look at the randrr platform.
Why the n[...]
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Jun 01, 2017, by Dominique Raviart
Atos recently briefed NelsonHall on M-Frame, IP the company has recently launched focusing on model-based testing (MBT) and integrating it with test data creation, performance, and security testing. M-Frame looks to remove several inhibitors that exist around MBT: complexity of the different MBT software tools, and lack of a business case for building and maintaining the UML diagrams used for MBT [...]
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Jun 01, 2017, by NelsonHall Analyst
Over the last few years, Ceridian has been focused on re-establishing itself as a cloud technology and service provider with its Dayforce HCM platform. Here, I look at the progress the company has made, including a review of current and future Dayforce developments and client successes.
Current Dayforce developments
In all its deals, Dayforce is always the global employee recor[...]
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Jun 01, 2017, by Nikki Edwards
There is so much hype around RPA and AI technology that RPO, MSP, and Total Talent vendors could get carried away in the race to launch the latest RPA or AI technology feature at the expense of delivering excellent customer service.
Cielo has a more grounded approach to technology, suggesting that “Technology is only as valuable as the human experience it improves” and is [...]
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May 30, 2017, by Ivan Kotzev
NelsonHall recently attended the HGS Analyst and Advisory Summit in NYC. The event combined client perspectives with an update on the company’s healthcare business, a review of the latest offerings within its DigiCX suite of digital services, and discussion of the changing nature of customer experience (CX).
Optimizing the healthcare payer member experience
In 2015, HGS acquired a [...]
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May 30, 2017, by Rachael Stormonth
In this video,Rachael Stormonth, NelsonHall’s EVP Research, reports from the Infosys Confluence 2017 event in SanFrancisco.
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May 27, 2017, by Rachael Stormonth
NelsonHall recently attended the Infosys Confluence customer event. Last year the theme was covered in the interlinked motifs of Automation, Innovation, and Education (see here). This year, the theme evolved to ‘Unlimit’, which on the surface is more outward facing. We were not looking so much for an update on developments at Infosys over the last year (we cover thes[...]
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May 27, 2017, by Dominique Raviart
CGI recently briefed NelsonHall on its capabilities for the manufacturing sector and how it is addressing opportunities around digital manufacturing/Industry 4.0.
CGI’s service portfolio for digital manufacturing addresses the manufacturing sector also other industries with similar needs around supply chain and distribution operations, including retail/distribution, and life[...]
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May 25, 2017, by Elizabeth Rennie
Earlier this year I published a blog detailing Excelity Global’s rapid start to 2017, highlighting their multiple strategic partnerships, client wins, technology investments, and continued expansion and growth in the APAC payroll services market. Recently, I met members of Excelity’s executive team to discuss this month’s formal launch of the ezpayroll technology offering and[...]
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May 23, 2017, by Ivan Kotzev
Last week, NelsonHall attended the Sitel Summit in Miami. Titled ‘Expanding the Digital CX Frontier’, the event was an opportunity for Sitel to update the analyst community on their new structure, introduce new senior executives, show its new global HQ, and share first-hand experiences of successful CX digital journeys.
From contact center company to a group of global[...]
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May 19, 2017, by Dominique Raviart
There continues to be momentum in software testing, with many IT services vendors investing in automating different steps in the software development lifecycle (SDLC), notably through the creation of testing platforms. Platforms, involving the integration of open source software, COTS, and proprietary accelerators, are redefining the testing industry. Gradually, vendors are expanding[...]
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May 18, 2017, by Gary Bragar
Last week, Randstad Sourceright (RSR) held its annual client forum. Amongst the many topics discussed was Randstad’s and RSR’s commitment to invest in and transform its clients’ recruitment technologies, with a focus on innovation. Here I look at some of their initiatives in play.
Reviewing new recruitment technology
Per NelsonHall research, access to improved[...]
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May 18, 2017, by Rachael Stormonth
Genpact has had a traditional presence in offshore-based adjudication support services for the property & casualty sector but is now, supported by its acquisition of BrightClaim, aiming to reposition as a disruptive provider of claims managed services.
The acquisition of BrightClaim provides Genpact with deep onshore domain and loss adjusting capability, which Genpact is looki[...]