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  • Looking at Acquisition Activity in the CMS Market

    Jul 02, 2014, by NelsonHall Analyst

    After 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[...]

  • Virtual Operations Sees Take Up of RPA in Healthcare, Financial Services and BPO

    Jun 19, 2014, by NelsonHall Analyst

    NelsonHall 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[...]

  • Evolution of Outsourced Social Media Services at Sitel

    Jun 12, 2014, by NelsonHall Analyst

    Facebook, 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. [...]

  • Genpact: "The Art of the Possible"

    May 23, 2014, by NelsonHall Analyst

    NelsonHall 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[...]

  • Brazil's Not Playing Ball But Teleperformance Continues to Blaze

    May 23, 2014, by NelsonHall Analyst

    Teleperformance 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[...]

  • Law Firms, Essential Partners in the LPO Competition

    May 15, 2014, by NelsonHall Analyst

    Last 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[...]

  • Aligning Cost to Performance: How Digital Transformation is Nurturing the Insurance Industry

    May 14, 2014, by NelsonHall Analyst

    Blonde 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[...]

  • Genpact's Acquisition of Pharmalink: The Right Space at the Right Time

    May 02, 2014, by NelsonHall Analyst

    Genpact’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[...]

  • Complimentary Demand: The Blossoming Role of LPO in Risk Management

    Apr 25, 2014, by NelsonHall Analyst

    Last 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 [...]

  • Complimentary Demand: The Blossoming Role of LPO in Risk Management

    Apr 25, 2014, by NelsonHall Analyst

    Last 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 [...]

  • Serco's Profits Decline Following its Annus Horribilis

    Mar 04, 2014, by NelsonHall Analyst

    Serco announced its 2013 results this week including: Revenue £4,288.1m up +5.6%, up +6.7% at constant currency (CC) Operating profit was £143.8m, a margin of 3.4%, down 330 bps The decline in profits was anticipated with a warning given by the company to this effect only a few weeks ago. In this period, Serco reported a net exceptional charge of £90.5m, reflecting p[...]

  • Webhelp Continues to Expand in Europe

    Feb 10, 2014, by NelsonHall Analyst

    Webhelp is to acquire SNT, a Netherlands based CMS vendor. SNT has 3,500 agents across eight sites in Europe with revenues of 77m. The combined company will be called Webhelp SNT following the acquisition which is to be completed in twelve months.  This acquisition will give Webhelp a significant Dutch presence and will bolster its global agent headcount to ~21,500, and increase its a[...]

  • Hartlepool Council Goes for a Safe Bet with ICT Partnership Award to Northgate PS

    Feb 10, 2014, by NelsonHall Analyst

    The new deal between Hartlepool Council and Northgate Public Services (PS) shows how old-style local authority partnership contracts can evolve. This, is a low risk deal for Hartlepool Council, unlike other local authority partnerships of yester-year that failed to deliver.  For a start, Northgate has provided the Council’s IT services since 2001 and it has already established a presenc[...]

  • Strong Third Quarter for Firstsource As it Continues to Realign its Portfolio

    Feb 03, 2014, by NelsonHall Analyst

    Firstsource has just announced its strongest quarter since FY 2013. Revenue was up 12.1% y/y to Rs. 7,998m (~$128m) and margins increased 210 bps y/y to 9.3%. The margin improvement is due in part to Firstsource’s consolidation of unprofitable accounts in both its customer management business and in domestic accounts in India and Sri Lanka. Telecoms and media, Firstsource&r[...]

  • Serco's Woes Continue Despite Clearance by U.K. Government to Bid for New Contracts

    Jan 31, 2014, by NelsonHall Analyst

    Serco has updated its guidance for 2013 and 2014 following its clearance by the U.K. government to bid for new contracts.  Serco expects a mid-single digit percentage organic decline on 2013 revenue due to: Lower levels of incremental work won across the group to date Attrition from contracts lost such as electronic monitoring Volume reductions in its Australian immigration detent[...]

  • Capita Gears up for London Congestion Charging Contract but at What Price?

    Jan 29, 2014, by NelsonHall Analyst

    Earlier this month Capita confirmed that it had won back the London congestion charging contract from IBM. The contract with TfL is for £145m for five years starting from November 2015, with an additional five-year extension option. The scope of the new contract has expanded to include traffic enforcement notice processing for penalty charge notices for bus lane and yellow box junc[...]

  • Will WAHA Come of Age in 2014?

    Jan 22, 2014, by NelsonHall Analyst

    Work at home agent (WAHA) CMS BPO specialist Arise Virtual Solutions announced this week it is hiring 6,500 WAHAs (who will be equivalent to 3,250 FTEs) across Arizona, North Carolina, Texas, Michigan and Virginia. This marks a turnaround for Arise after what was a difficult 2013 marked by loss of volume in some key contracts and delays in new signings. These hires will represent a 26% increase[...]

  • Capita's Cedar Grows in U.K's Police Sector

    Jan 22, 2014, by NelsonHall Analyst

    Capita acquired Cedar HR back in September 2011 for £15m to bring new market opportunities to the group. At the time there was much talk of police turning to technology and outsourcing for efficiency but a period of indecision preceded and followed the first-ever election of police and crime commissioners in November 2012. Against this backdrop, the Cedar seed has slowly geminated and starte[...]

  • Serco Partners With Bromley Healthcare to Improve and Grow Healthcare Business

    Jan 20, 2014, by NelsonHall Analyst

    Serco has announced a partnership agreement with Bromley Healthcare, an employee-owned social enterprise, to work together in the community healthcare market. Initially the partners will work together to improve quality of community healthcare in Suffolk, with Bromley Healthcare acting in an advisory capacity and supporting clinical leaders. In the long term, they intend to join forces to bid f[...]

  • Capita Clears the Way to Win Back Congestion Contract

    Jan 14, 2014, by NelsonHall Analyst

    Capita has been awarded a £145m contract by Transport for London (TfL) to operate the congestion charging, low emission zone and traffic enforcement notice processing schemes. The contract is for five years starting from November 2015 with an option to extend for a further five years. Services to be provided include: Operating the traffic congestion scheme Operating the low[...]

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