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  • Process Automation, Analytics & Consumer-Centricity: the Keys to Healthcare Payer BPS

    Jan 07, 2016, by NelsonHall Analyst

    The U.S. healthcare payer BPS market is relatively mature, but is also shifting towards changes driven primarily by the Affordable Care Act (ACA), the growing Medicaid and Medicare population, and advancements in technology offerings. Activity is primarily driven by the need for claims administration support with the use of automation services, member engagement services, and improved clinical ana[...]

  • HGS Picks Up Mphasis' Domestic Indian CMS BPO Business For a Song

    Jul 24, 2015, by NelsonHall Analyst

    A couple of weeks ago, Hinduja Global Services (HGS) announced that it is to acquire Mphasis' Indian domestic BPO division for Rs. 17 crore. For around $2.7m, HGS will pick up seven contact centers in Noida, Raipur, Indore, Mangalore, Pune and two buildings in Bangalore, with a total seat count of 6,400, and ~7,500 employees - and a business that was generating around $22m in annual revenue. T[...]

  • Little Known Groupe Acticall to Acquire CMS Giant Sitel

    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[...]

  • Convergys’ IC Division Takes Entrepreneurial Approach to Pricing & Analytics

    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[...]

  • Analytics & Transformation in CMS: What’s Really Happening?

    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[...]

  • Angled At Analytics: The New EXL Makes Three Acquisitions In Seven Months And Insures a Health-y Start to 2015

    Feb 27, 2015, by NelsonHall Analyst

    What a difference a year makes for EXL. It entered 2014 under the cloud of the loss of two contracts, including the unfortunate termination Travelers (which had accounted for nearly 10% of total revenues in 2013) because of inappropriate behavior by an employee. So it started the year facing significant revenue headwinds. A year later, EXL delivered full year 2014 revenues that beat revise[...]

  • CMS BPO: Germany a Hot Spot in Continental Europe

    Feb 16, 2015, by NelsonHall Analyst

    Germany’s fiscal success story presents an interesting value proposition for the local customer management services (CMS) BPO market. Real GDP in Germany grew by 1.5% in 2014 and current forecasts indicate that, driven by a strong labor force, high consumption and favorable energy prices, Germany should be able to maintain this level of growth through 2015 and accelerate to around the 2.0% m[...]

  • NelsonHall Launches NEAT Vendor Evaluation and Assessment Tool for P&C Insurance BPO in the Automotive Sector

    Dec 01, 2014, by NelsonHall Analyst

    NelsonHall, the leading global BPO and IT outsourcing analyst firm, has today launched a new tool to assist strategic sourcing managers in assessing vendor capability in Property & Casualty Insurance BPO for the automotive sector. The NelsonHall Vendor Evaluation and Assessment Tool (NEAT) for P&C BPO in the automotive sector is now available to NelsonHall clients, and is also available[...]

  • Despite Upheaval in the Group, Serco South Africa's Prospects Remains Bullish

    Nov 21, 2014, by NelsonHall Analyst

    In the last twelve months we have more customer management services (CMS) BPO investment in South Africa, including  Webhelp setting up centers in Cape Town and Johannesburg with an agent headcount approaching 1,000 Capita transitioning part of its O2 support to Cape Town in the form of a ~1,400 seat operation. One (of many) attributes that make South Afr[...]

  • Process Improvement the Gateway to Transformational Customer Management Services

    Oct 27, 2014, by NelsonHall Analyst

    NelsonHall’s latest CMS market analysis focuses on the increasing importance of transformational CMS, whereby a vendor not only takes over the running of a client’s call center processes, but seeks to optimize these processes to achieve the desired business goals of the organization. In the current market, the need to reduce cost while maintaining or enhancing customer satisfaction [...]

  • Quindell: Positive End to 2014 as Canada Leads Adoption of Quindell's Telematics Technology

    Oct 22, 2014, by NelsonHall Analyst

    So far, 2014 has been a mixed year for Quindell; it faced damning speculation from Gotham City Research in April (which has since been rejected) and a failed partnership with the RAC in September, which would have seen ingenie’s telematics services being made available to all drivers, not just 17 to 25 year olds, from July. On the plus side, there has also been a number of signi[...]

  • CSS Corp Event Note: New Team to Drive Growth

    Sep 29, 2014, by NelsonHall Analyst

    NelsonHall recently attended CSS Corp’s analyst day and OneWorld conference. The overriding theme of the day was a reinforcement of the company’s direction; CEO Tiger Ramesh emphasized his ambition for CSS Corp to become the leading global tech support service provider, as emphasized in the company’s new by-line “Wired to Support”. A new leadership team has been [...]

  • NIIT: Insurance Product Launch

    Sep 26, 2014, by NelsonHall Analyst

    NIIT is set to launch its latest offering to the insurance market next week, in the form of an upgraded policy and claims administration system which will join its existing set of insurance tools. NIIT has delivered IT services to its Lloyds of London clients for some 20-years, using its insurance specific tools: Subscribe: NIIT’s existing policy administration platform, a multi-cur[...]

  • Sitel's New Commercial Model Bears Fruit Following Transformational Contract Win with TDC

    Sep 16, 2014, by NelsonHall Analyst

    Sitel has been awarded a two year 800 FTE CMS contract by Danish telecom provider TDC, following an initial contact that was made with twelve potential suppliers in November 2013. This is TDC’s largest foray into outsourcing its CMS function by agent number and by total value, with headcount representing approximately one third of total CMS capacity. The contract includes the transfer of [...]

  • Buy Rather than Build Continues to be a Key Theme in Insurance BPO in EMEA

    Aug 01, 2014, by NelsonHall Analyst

    Be it in support of healthcare, the London market or consulting capabilities, the U.K. insurance BPO market is seeing a lot of acquisitive action from four major players who have already made significant acquisitions in the H1 2014.  Starting with two of the most acquisitive vendors in insurance BPO: Innovation Group and Quindell continue to build operational scale Earlier this month, A[...]

  • Genpact Q2 Results: The Transformation Remains a 'Wait & See' Game

    Aug 01, 2014, by NelsonHall Analyst

    Genpact’s Q2 2014 results show similar mid-single digit (5%) top line growth to Q1 (4.9%), in line with prior guidance for the year of 4%-6% (this has now been adjusted to 5-7% to include a revenue contribution from its Q2 acquisition of Pharmalink). But it is substantially below the 12.1% growth seen in 2013.   EBIT margin was 13.0%, down both sequentially (-7 bps) and y/y (-157 bps[...]

  • Teleperformance H1 Results: Recent Acquisitions Look Set to Bear Fruit

    Jul 31, 2014, by NelsonHall Analyst

    With like-for-like growth of 10.3% this is another strong quarter for Teleperformance although it continues to be challenged to its exposure to exchange rate fluctuations in the LATAM region resulting in reported revenue growth of 4.1%. Its Brazil business is contending with a stalling economy and a sharply depreciating currency, although it is still profitable and[...]

  • Another F&A BPO Win in the Nordics for Cognizant: Significant Potential for Expansion

    Jul 23, 2014, by NelsonHall Analyst

    Cognizant 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[...]

  • EXL Acquires Blue Slate Solutions to Enhance Business Process Analytics in the Healthcare Payer Sector

    Jul 20, 2014, by NelsonHall Analyst

    EXL 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[...]

  • Teleperformance Boosts U.S. Market Capabilities with Acquisition of Aegis Regional Operations

    Jul 10, 2014, by NelsonHall Analyst

    After 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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