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NelsonHall Blog

  • Adventures in Blockchain: TCS Focuses on the Building Blocks of a Successful Blockchain Ecosystem

    Jul 11, 2017, by Andy Efstathiou

    Many Blockchain services vendors have observed that up to 75% of proofs of concept for Blockchain fail to meet their goals. Analysis of drivers for such widespread failure indicates that the initial use case was flawed because it was constructed to justify experimentation rather than solve business challenges. However, TCS has focused its Blockchain efforts on developing uses cases that can dr[...]

  • Accenture Technology: Innovation-Led Application Services

    Jul 10, 2017, by Dominique Raviart

      In the last few years Accenture has executed a wholescale reshaping of its portfolio towards what it terms ‘The New’ (digital-, cloud-, security-related services) and has managed to keep ahead of the pack in staying relevant. NelsonHall recently attended an event hosted by Accenture Technology on the theme of innovation-led applications services. Accenture Has Repivote[...]

  • Amelia Enhances its Emotional, Contextual, and Process Intelligence to Outwit Chatbots

    Jul 05, 2017, by John Willmott

    IPSoft's Amelia   NelsonHall recently attended the IPSoft analyst event in New York, with a view to understanding the extent to which the company’s shift into customer service has succeeded. It immediately became clear that the company is accelerating its major shift in focus of recent years from autonomics to cognitive agents. While IPSoft began in autonomics in support o[...]

  • Reshuffle in the European Customer Management Services Market: Comdata Acquires French Provider B2S

    Jul 05, 2017, by Ivan Kotzev

    On June 8th, Italian BPS provider Comdata announced the acquisition of the French group Izium, which includes the CMS provider B2S, for ~€200m. The acquisition will be the first entry for Comdata in France and will lift the company to a top 5 CMS provider in Europe with estimated proforma revenues of ~€750m for 2017. Entry into a mature and healthy French CX market Under the de[...]

  • WNS: Thriving in a Climate of Industry Disruption

    Jun 30, 2017, by John Willmott

      NelsonHall recently attended WNS analyst/adviser events in New York and the U.K., where the theme was “NEXT”, with the sub-text of assisting organizations in “thriving in a state of constant disruption”. While the trend to digitalization of business processes using technologies such as robotics and cloud, artificial intelligence, and big data is causing con[...]

  • Genpact Cora: A Unifying Framework to Accelerate Industrialization of New Digital Process Models

    Jun 30, 2017, by John Willmott

      Many of the pureplay BPS vendors have been moving beyond individual, often client-specific implementations of RPA and AI and building new digital process models to present their next generation visions within their areas of domain expertise. So, for example, models of this type are emerging strongly in the BFSI space and in horizontals such as source-to-pay. A key feature of these[...]

  • Trending Now in HR Services

    Jun 30, 2017, by NelsonHall Analyst

      As H1 2017 comes to a close, it’s a good time to reflect on recent key activity and where the market is headed for the rest of the year and beyond. Here, I round up what’s trending now in payroll, benefits administration, recruitment, and learning. Payroll The most common theme in the payroll market is global and multi-country activity. NelsonHall estimates tha[...]

  • Closing the Gap in Healthcare: TeleTech’s Approach

    Jun 28, 2017, by Ivan Kotzev

      In April 2017, TeleTech acquired healthcare BPS provider Connextions for $80m. The acquisition makes healthcare the second largest vertical for TeleTech, expected to reach ~21% of their annual revenue at ~$300m. I spoke with TeleTech recently to discuss the acquisition and their focus on the healthcare space. TeleTech’s Healthcare Business at a Glance TeleTech’s hea[...]

  • Avaloq Combines Tech & Ops Delivery to Help Wealth Managers Slip the Surly Bonds of Legacy Environments

    Jun 27, 2017, by Andy Efstathiou

      I recently attended the Avaloq client conference in Zurich. The conference was well attended, with ~400 attendees. Avaloq is on a roll, adding clients across offerings and markets for the past several years. Here I outline how they are doing it and what their next steps are. Background Avaloq is a privately held vendor of technology-based solutions and services to the financial[...]

  • My BIG Opportunity to Help Sourcing Buyers

    Jun 27, 2017, by Vicki Jenkins

      I am excited to be embarking on a new role at NelsonHall, having enjoyed serving as a Customer Management Services industry analyst for almost five years. As the new advisor for NelsonHall’s Buyer Intelligence Group (BIG), I get the opportunity to work more closely with our buy-side clients and broader BIG community, helping them to engage around hot industry topics and to get [...]

  • People First the Key Message from HR Tech World

    Jun 21, 2017, by Pete Tiliakos

      Last week, I attended the HR Tech World conference in San Francisco, where ~ 2,000+ HR practitioners, thought leaders, vendors, analysts, and VC representatives converged on the Fort Mason campus on San Francisco Bay to experience and discuss the latest disruption in the HR technology space.    This was the first year the event was hosted in the U.S., but it felt li[...]

  • HCL Acquires UFS’ Mortgage BPS Business to Build As-A-Service Consumer Loan Business in U.S.

    Jun 19, 2017, by Andy Efstathiou

      As discussed in my blog of April 12, 2017, the mortgage processing industry in the U.S. is challenged to remain profitable because, from 2012 to 2016, loans outstanding grew 1.8% per year, while processing costs grew at 7.3% per year. This is leading to industry consolidation and operational restructuring. A recent example of a BPS vendor consolidating in order to drive greater effic[...]

  • How Intelligent Technologies Are Being Applied in HR

    Jun 15, 2017, by NelsonHall Analyst

      Initiatives around incorporating intelligent technologies to automate and create efficiencies across different HR processes is a top priority for many vendors. To date, RPA has made the most headway, e.g. in payroll for forms management, in benefits for pension calculations, in recruiting for scheduling a candidate’s interview or resume scanning, and in learning for proces[...]

  • Virtual Assistant I Am! CSS Corp Looks to Yodaa

    Jun 12, 2017, by Ivan Kotzev

    The idea that the future model of customer experience includes a high level of automation is already widespread. A whole ecosystem of developers and vendors is catering to an emerging mass market of bots and virtual assistants. And users and brands are discovering more applications of automated support over text and voice as bot libraries grow rapidly. While the learning curve for users is [...]

  • randrr: Changing the Approach to Recruiting

    Jun 08, 2017, by Gary Bragar

      randrr is a free career opportunities platform focused on providing individuals with insights to take control of their career development by helping them to identify and align with the opportunities they are best suited for. randrr’s goal is to be the only resource that people need to manage their career objectives. Here I take a closer look at the randrr platform. Why the n[...]

  • How RPA & AI Are Taking Cielo’s TalentCloud to the Next Level

    Jun 01, 2017, by Nikki Edwards

    There is so much hype around RPA and AI technology that RPO, MSP, and Total Talent vendors could get carried away in the race to launch the latest RPA or AI technology feature at the expense of delivering excellent customer service.  Cielo has a more grounded approach to technology, suggesting that “Technology is only as valuable as the human experience it improves” and is [...]

  • Atos Refreshes Concept of Model-Based Testing with Launch of M-Frame

    Jun 01, 2017, by Dominique Raviart

    Atos recently briefed NelsonHall on M-Frame, IP the company has recently launched focusing on model-based testing (MBT) and integrating it with test data creation, performance, and security testing. M-Frame looks to remove several inhibitors that exist around MBT: complexity of the different MBT software tools, and lack of a business case for building and maintaining the UML diagrams used for MBT [...]

  • Ceridian Forces the Pace with Dayforce

    Jun 01, 2017, by NelsonHall Analyst

      Over the last few years, Ceridian has been focused on re-establishing itself as a cloud technology and service provider with its Dayforce HCM platform. Here, I look at the progress the company has made, including a review of current and future Dayforce developments and client successes. Current Dayforce developments In all its deals, Dayforce is always the global employee recor[...]

  • HGS Turns to Sheila & Veronica to Help Enhance the Digital Customer Experience

    May 30, 2017, by Ivan Kotzev

    NelsonHall recently attended the HGS Analyst and Advisory Summit in NYC. The event combined client perspectives with an update on the company’s healthcare business, a review of the latest offerings within its DigiCX suite of digital services, and discussion of the changing nature of customer experience (CX). Optimizing the healthcare payer member experience In 2015, HGS acquired a [...]

  • Immediate Takeaways from Infosys Confluence 2017 (vlog)

    May 30, 2017, by Rachael Stormonth

     In this video,Rachael Stormonth, NelsonHall’s EVP Research, reports from the Infosys Confluence 2017 event in SanFrancisco.  [...]

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