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Jul 21, 2015, by NelsonHall Analyst
French CMS vendor Groupe Acticall is to acquire Sitel Worldwide, buying the 86% stake owned by Onex for ~$55m including an earn-out component. Groupe Acticall has financing for the acquisition from Société Générale and BNP Paribas
It comes as no surprise that Onex is selling its stake in Sitel. What is perhaps a surprise is the size of the company making the acquisit[...]
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Jul 16, 2015, by John Willmott
In 2012 Genpact was starting to get behind the curve. Many of its competitors had caught up with the need for process framework methodologies and it was struggling to combine its IT assets with its business process services business. In addition, despite its focus on process excellence, Genpact sometimes lacked depth of domain expertise with the result that its execution was variable across accoun[...]
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Jul 14, 2015, by Andy Efstathiou
I recently attended Genpact’s industry analyst and advisor conference, at which the vendor described its approach to success in a time of rapid change for enterprise operations delivery. It believes that most enterprises are ‘cemented’ in the wrong place due to challenges with legacy processes underpinned by legacy technology, and that enterprises unable to adapt quickly will die[...]
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Jul 13, 2015, by Rachael Stormonth
On July 3, Infosys announced it has been awarded a multi-year application development and management (ADM) services contract by Allied Irish Banks (AIB). As a strategic partner to AIB, Infosys will:
Provide application development and management, and transformation and innovation services
Set up a 200-seat facility in Dublin to house staff who will be transferring from [...]
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Jun 30, 2015, by NelsonHall Analyst
Not long ago the concept of blended learning typically meant formal instructor-led training combined with self-paced e-learning. Now it includes both formal and informal methods delivered in a variety of modes.
The widespread use of mobile technologies cannot be ignored, and now the trend is for on-demand and just-in-time (JIT) learning. Microlearning is also increasing in importance: while mil[...]
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Jun 24, 2015, by Rachael Stormonth
HP Separation Steaming Ahead
(see our initial comments on the news of the HP break up here:)
At the HP Discover event in Las Vegas earlier this month, the last before the break up of goliath HP into two organizations - HP Enterprise (HPE) and HP Inc. (HPI) - CEO Meg Whitman (the future CEO of HPE) took pains to highlight the progress that has been made in preparing for and organizing the sep[...]
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Jun 22, 2015, by Rachael Stormonth
NelsonHall recently attended an EXL advisor and client event in London.
What a difference in 18 months!
Back in November 2013, EXL received a notice of termination from its largest client at the time (an event that was unfortunate, but not due to under-performance). The impact of this on 2014 results was significant: a $38m reduction in revenues from this client[...]
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Jun 22, 2015, by Rachael Stormonth
Summary:
While 2014 was a “transformational year” for Atos MS and Worldline businesses, Atos’ C&SI business has also been reinventing itself. 2014 saw good progress against nearly all of the unit’s three year financial targets
Atos C&SI has been making substantial investments to strengthen its capabilities to support clients in their digital transformation a[...]
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Jun 15, 2015, by Gary Bragar
In early May, IBM and SAP announced a partnership to provide enhanced HR software and services to each other’s clients. On June 5, IBM Kenexa and SAP SuccessFactors execs held a call to further explain the rationale for the partnership and its expected benefits. This includes integration and access to each other’s HCM software, allowing clients to select the offering that best me[...]
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Jun 15, 2015, by Dominique Raviart
NelsonHall recently caught up with the management of SQS to discuss its recent acquisitions and its plans in North America. SQS has this month completed the acquisition of Trissential, a U.S.-based firm operating in the Mid-West, with headquarters in Chicago. The company had 2014 revenues of $32.3m, a PBT of $1.6m, and headcount of 130.
Why Trissential?
Unlike its two previous acquisitions&n[...]
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Jun 08, 2015, by Gary Bragar
Since my September 2014 blog, Wellness Outsourcing on the Rise, there have been some key developments in employee wellness programs, along with new Equal Employment Opportunity Commission (EEOC) guidance that enables employers to offer incentives to wellness participants of up to 30% of their insurance premium.
With employees keenly aware of the annual rise in their out-of-pocket health insuran[...]
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Jun 03, 2015, by NelsonHall Analyst
NelsonHall recently visited one of Convergys’ Intelligent Contact (IC) centers in Belfast, Northern Ireland. IC originally started life as LBM in 1996, then was acquired by Stream in 2013, which was itself acquired by Convergys in 2014. IC is a specialist sales division of Convergys, consisting of agents across multiple centers in Belfast and Greater Manchester, performing a mix of outb[...]
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May 29, 2015, by NelsonHall Analyst
STARTEK is to acquire Customer Management Services (CMS) BPO provider ACCENT Marketing Services, LLC ("Accent") from MDC Partners Inc. for $16m in cash plus working capital adjustments.
Founded in 1993 and headquartered in Jeffersonville, IN, Accent has 2.3k employees and delivers services from six locations in the U.S. and J[...]
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May 28, 2015, by Mike Smart
NelsonHall recently attended Dimension Data’s ‘Perspectives’ event in Prague at which Dimension Data, a subsidiary of Japanese owned NTT, detailed progress towards its goal of doubling 2014 revenue to $12bn by 2018. In FY 2015 Dimension Data achieved revenues of $6.7bn, up 48% in the two years from FY 2013. CEO Brett Dawson confirmed that Dimension Data is on track to achieve its[...]
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May 28, 2015, by NelsonHall Analyst
Two common themes in the marketing collateral of vendors providing Customer Management Services (CMS) are the use of analytics and transformation.
For analytics, a popular claim is the use of big data for predictive modeling within contact centers. But is it really happening? The reality is that, while certain vendors are using data for simple predictive modeling, this is still a distinct[...]
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May 26, 2015, by John Willmott
While organizations across retail, consumer goods and, in particular high-tech, continue to face cost pressure, their attention is increasingly moving to addressing their competitive positioning and innovation in product development, particularly to meet the needs of developing economies. Indeed there is strong pressure to enter new territories in both the high-tech and CPG sectors.
Noneth[...]
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May 22, 2015, by Rachael Stormonth
HP Enterprise Services has announced Q2 FY 2015 results, for the period ending April 30, 2015:
Revenue was $4,817m, down 15.5% y/y, and down 10% in constant currency (CC), reflecting key account run off and weakness in EMEA
Segment earnings before taxes (EBT) were $194m, a margin of 4.0%, up 143 bps y/y.
Q2 FY 2015 revenue by service line (with y/y revenue growth) was:
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May 20, 2015, by Dominique Raviart
CSC has announced a planned break up by October 25 2015 into two firms: CSC U.S. Public Sector (FY 15 revenues: $4.1bn) and CSC Global Commercial ($8.1bn, also includes non-U.S. public sector). See here for details:
The announcement ends a long period of speculation over the posssible sale of CSC's North American Public Sector unit[...]
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May 13, 2015, by Andy Efstathiou
Today’s capital markets industry is severely capital constrained, and this is likely to get worse over the next few years. Internal deployments of new or improved solutions will become harder to resource (both in terms of cash and manpower), and managed services will be the preferred way to improve operations. Furthermore, managed services that offer to improve process and/or vendor manageme[...]
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May 11, 2015, by NelsonHall Analyst
It seems like yesterday that the concept of a private health insurance exchange was novel: it’s hard to believe that active exchanges have been available from benefits consultancies for three years, and that retiree exchanges are nearly 11 years old.
Here’s a quick update and review of how the private exchange landscape has changed in this short time.
Active exchanges are mu[...]