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  • Disruptive Forces and Their Impact on BPO: Part 5 - Will Software Destroy the BPO Industry? Or Will BPO Abandon the Software Industry in Favor of Platform Components?

    Nov 11, 2014, by John Willmott

    BPO has always depended on partnerships with third-party software providers to provide supplementary platforms around client core systems to provide specialist functionality in areas like procurement, collections, & reconciliation handling. However, there is a danger that this can lead to a Heath Robinson (or Rube Goldberg) combination of applications, involving expensive software or SaaS[...]

  • Disruptive Forces and Their Impact on BPO: Part 4 - Digital Renews Opportunities in Customer Management Services

    Nov 10, 2014, by John Willmott

    There has always been a big divide between those suppliers that are comfortable handling voice and those suppliers that were comfortable handling data with very few comfortable with both. However, the impact of digital is such that it increases the need for voice and data convergence. A common misconception in customer service is that the number of transactions is going down. It isn’t, it[...]

  • Disruptive Forces and Their Impact on BPO: Part 2 - Analytics is becoming all-pervasive and increasingly predictive

    Nov 07, 2014, by John Willmott

    Robotics has moved incredibly fast over the past year, but so has analytics. Analytics has been around in support of process improvement initiatives & Lean Six sigma projects for many years. It has also been present in areas like fraud analytics, which means at a personal level that you now have to re-instate your credit card most weeks. However, analytics is now becoming much more pervasiv[...]

  • Disruptive Forces and Their Impact on BPO: Part 1 The Robots are Coming – Is this the end of BPO?

    Nov 06, 2014, by John Willmott

    This blog is the first of seven in a series looking at six disruptive forces and their implications for BPO. Some of these are widely talked about, others less so. This first blog sets the scene and looks at the impact of robotics. Subsequent blogs will consider the implications of: Analytics  becoming all-pervasive and increasingly predictive Labor arbitrage is dead – long live l[...]

  • 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 [...]

  • HR Tech 2014: Employer Branding, a Key RPO Growth Service

    Oct 16, 2014, by Gary Bragar

    At last week’s 2014 HR Technology conference I met with several of the RPO providers. Discussions included service offerings, latest trends, new business and growth. My meetings confirmed findings reported in NelsonHall’s Q1 2014 RPO market analysis that RPO growth would be mid-teens in 2014. RPO is thriving, with vendors reporting growth ranging from the low teens to 30%. And one[...]

  • Wipro Changes its Approach to “Fast and Uncertain”, with Increased Focus on Developing Effective Ecosystems

    Sep 30, 2014, by Andy Efstathiou

    This week Wipro held its first analyst day in the U.S. in over 18 months. During this time, Wipro has conducted a strategic review of its approach to the market, and decided to change its method of engaging clients and prospects.    First CEO TK Kurien opened by describing Wipro’s view of the market: Enterprises were created prior to the current digital era. As a[...]

  • 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 [...]

  • Healthy Industry Growth for TeleTech

    Sep 10, 2014, by Vicki Jenkins

    TeleTech recently briefed NelsonHall on its growing healthcare sector business. A few years ago, TeleTech shifted its go-to -market strategy from being capability-led to sector-led. One of its key target sectors is healthcare, where TeleTech’s focus is U.S. tier 1 health insurance payers, providers and life sciences companies, also the personal health products sector. [...]

  • HCL Awarded 11-Year Life BPO Contract Renewal to Consolidate Services by Chesnara

    Aug 19, 2014, by John Willmott

    Chesnara plc, the life assurance consolidator, has awarded a life & pensions BPO contract renewal to HCL Insurance BPO Services Limited ('HCL') which consolidates the services provided in the existing arrangements and which extends the service for a further 11 years. The service scope across the various books remains unchanged, as do the broad service levels. HCL’s original co[...]

  • NelsonHall Launches Self-Service Market Forecasting Tool

    Aug 07, 2014, by John Willmott

    NelsonHall, the leading global BPO and IT outsourcing analyst firm, has today launched a new tool, the NelsonHall Self-Service Forecasting Tool” to assist organizations in downloading market forecasts customized to their business requirements. This new tool is aimed at assisting executives in accessing the precise market size, growth, and vendor share information they require rapidly and [...]

  • 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[...]

  • 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[...]

  • Convergys Announces First Earnings Since Acquiring Stream

    May 22, 2014, by Vicki Jenkins

    Convergys closed the acquisition of Stream on March 3, 2014. Its Q1 2014 reported results include contributions from Stream for the month of March. Revenue wsas $606m, up 23% y/y. Excluding the four week contribution of ~$86m from Stream, revenue was u- 5% y/y EBIT was $22m, an EBIT margin of 3.6%, down 376 bps y/y End of Q1 2014, combined footprint of contact cent[...]

  • 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[...]

  • 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 [...]

  • Infosys Launches Process Progression Model to Provide Common Reference Model for Process Transformation

    Feb 27, 2014, by John Willmott

    Infosys BPO has launched its Process Progression Model (PPM), a framework aimed at assessing current process maturity and providing a roadmap for process transformation. In particular, PPM acts a high level dashboard and common reference model for communicating with clients. Infosys PPM has been in active use with Infosys BPO clients for approximately 6 months, succeeding the company's &quo[...]

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