This week, Concentrix announced the planned acquisition of Webhelp in the largest CX services deal yet. The total transaction value for Concentrix is $4.8bn in the form of cash, stock, and a seller note for 100% of Webhelp. Upon closing the deal by the end of the year, Concentrix shareholders will own ~78% of the combined company, with Webhelp shareholders ~22%. Number 1 CX servic[...]

  Machine translation has been one of the fastest developing areas of AI in the last five years and has quickly become a target investment for CX services players. As the technology evolves from statistical analysis to the use of neural networks, CX services companies start to benefit at scale. Webhelp has been active in the space for several years, initially through partnerships with [...]

  2020 triggered multiple large-scale engagements between public sector bodies and CX services providers, with contract activity growing 12.5% year-over-year to reach $4.7bn globally this year (NelsonHall estimate). Outsourcing companies provided healthcare information lines, patient track and trace, unemployment and social benefits hotlines, and loan administration for national, regio[...]

  The inevitable automation of the contact center role has become such as surefire prediction in mass media, by CEOs, and even politicians, that a more realistic view of the industry may seem impossible. In this blog, I look at Webhelp’s assessment of the CX automation landscape and the realistic challenges and opportunities in the market. Customer-facing automation requires s[...]

On 10th March, German energy BPS and ITO provider Regiocom completed the acquisition of customer management services (CMS) vendor SNT Deutschland to create a €230m provider focused on the German market. Here I take a closer look at the deal, and at the wider picture of consolidation and growth currently taking place in the German CMS market. An Energy BPS Specialist Regiocom G[...]

  Last week, NelsonHall attended the latest BPM Summit in Cape Town organized by BPeSA (Business Process enabling South Africa), the official trade body for the outsourcing and contact center industry in the Western Cape. The event provides an opportunity for potential investors, analysts, providers, and government officials to interact. Here I take a look at the appeal of South Africa[...]

Webhelp recently entered the Turkish CMS outsourcing market with the acquisition of Callpex, a move that is set to bring an additional €20m (~$20m) in annual revenue against its global revenue of ~$648m (2014 NelsonHall estimate). Callpex has 2,000 employees and 40 clients, and will bring with it logos in the BFSI, telecom, travel and automotive sectors, primarily in the domestic market. Thes[...]

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[...]

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[...]