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NelsonHall Blog

  • Deutsche Telekom’s T-Systems Puts IoT at the Heart of its Digital Strategy

    Dec 16, 2016, by Dominique Raviart

      I recently talked with T-Systems about its digital strategy, and here I take a look at the organization’s Digital Division, and specifically at its Internet of Things (IoT) initiatives. Digital transformation is a strategic offering for T-Systems’ parent Deutsche Telekom group (DTAG). The company set up its Digital Division in 2015 with the intention of aggregating exp[...]

  • FinTech in the Commercial Banking Sector: From Mass Market to Custom Processing Efficiency

    Dec 14, 2016, by Andy Efstathiou

      Most FinTech engagements to date, with the exception of Blockchain, have been focused on consumer banking, a business characterized by high volume, high standardization, and low value transactions. By contrast, commercial banking is characterized by low volume, high customization, and high value transactions. And from an operational perspective, commercial banking uses higher value e[...]

  • NIIT Technologies: Tailoring Support Experiences to Bring Customer Centricity to Internal IT

    Dec 08, 2016, by David McIntire

      While significant effort and investment are being spent on designing digital solutions that meet customer needs, one area that has not received the same level of focus is internal systems and internal IT. For example, while airlines are leveraging new age digital technologies to improve the passenger experience, less attention is being paid to the experiences of employees when they r[...]

  • Sykes’ Clearlink: Selling in the New Digital World

    Dec 08, 2016, by Ivan Kotzev

      Three watershed moments in online sales and support happened in November and went somewhat under the radar. At the beginning of the month, StatCounter reported that mobile surpassed desktop browsing for the first time at a global level. Then for the Singles Day in China, e-commerce retailers JD and Alibaba not only announced record sales, but the latter opened up the event internatio[...]

  • HPE ES & Microsoft Eye Window of Opportunity with Mass Migration to Windows 10

    Dec 01, 2016, by John Laherty

      NelsonHall recently attended a session in London with HPE Enterprise Services (HPE ES) and Microsoft for an update on their Cloud Productivity & Mobility (CPM) partnership based on Windows 10. HPE ES shared its vision of the end-to-end ‘Modern Enterprise’, using Windows 10 to enable it to manage and offer a consistent user experience across the entire organization.[...]

  • HCL’s ISV Investments to Drive Legacy Modernization at Global Banks Over Next Ten Years

    Nov 29, 2016, by Andy Efstathiou

      At HCL’s recent adviser and analyst event, #HCLBigLeap, I spoke with their banking industry executives about HCL’s strategy and activities designed to drive application maintenance and modernization services, and specifically about the key ISV partnerships that are enabling this. Background HCL was founded in 1976, and had a strong focus on manufacturing during its [...]

  • Alorica Aims for CMS No. 1 Spot in U.S. with Bets on LATAM & CX Transformation

    Nov 28, 2016, by Ivan Kotzev

      NelsonHall recently attended Alorica’s analyst day in Guatemala City for an update on strategic developments. Here I take a look at how Alorica’s EGS integration is progressing, at the company’s U.S. nearshore strategy from LATAM, and at plans to drive CX transformation through consulting and analytics. EGS acquisition: a path to the global CMS top 3 As we covered[...]

  • Ukraine as an IT Delivery Hub: Can Location & Technical Skills Overcome Perceived Instability?

    Nov 25, 2016, by David McIntire

      At a recent analyst and advisor event held by Luxoft at its Kiev, Ukraine delivery center, the agenda went beyond the standard set of executive briefings and client case studies. It also included meetings with Ukrainian economic development organizations and a Member of Parliament. From these interactions, it was clear that Ukraine sees IT delivery as a key opportunity for growth, an[...]

  • Unisys Puts Security at the Heart of its Corporate Transformation

    Nov 17, 2016, by David McIntire

      Unisys recently held an analyst and advisor day in New York, entitled UnisysNOW. However, with a relatively new leadership team in place and a broad corporate transformation underway, the focus of the event was not so much on the current shape of Unisys’ business but on the company’s aspirations and plans for achieving them, encapsulated in a new tagline: Securing Your To[...]

  • Payroll Services Vendors Need to Redouble Efforts to Introduce New Digital Models

    Nov 11, 2016, by Gary Bragar

    NelsonHall recently published its 2016 Targeting Payroll Services market analysis and NEAT vendor assessment, as part of which we interviewed the clients of 16 payroll vendors across North America, Europe, and Asia Pacific to ascertain their expectations and satisfaction levels across a range of payroll service criteria. Below is a small selection of the results comparing current client satisfa[...]

  • RPA Operating Model Guidelines, Part 3: From Pilot to Production & Beyond – The Keys to Successful RPA Deployment

    Nov 09, 2016, by John Willmott

    As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we would shar[...]

  • HCL: Applying RPA to Reduce Customer Touch Points in Closed Book Life Insurance

    Nov 08, 2016, by John Willmott

    This is the third in a series of blogs looking at how business process outsourcing vendors are applying RPA in the insurance sector. HCL provides closed book life insurance outsourcing services, and is currently engaged in RPA initiatives with three insurance clients. In order to capture customer data in a smarter, more concise way, HCL is using ‘enhancers’ at the front end, prov[...]

  • Dell Services: Complementing FTEs with Proprietary AFTE Technology

    Nov 04, 2016, by NelsonHall Analyst

    This is the fourth in a series of blogs on vendors’ RPA initiatives in the insurance sector. We now turn our attention to Dell Services, which has adopted an automation focus across its life and healthcare insurance BPS processes. Focusing on healthcare payer & provider and life insurance process automation In 2016, life insurance accounts for around 30% of Dell Services’[...]

  • RPA Operating Model Guidelines, Part 2: How to Identify High-Impact RPA Opportunities

    Nov 03, 2016, by John Willmott

      As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]

  • Dell Services: the Glue for "One NTT DATA" In North America

    Nov 03, 2016, by Dominique Raviart

    Dell Services is a strategic acquisition, though an expensive one Yesterday, NTT DATA Inc. closed its acquisition of Dell Services, seven months after its initial announcement. The acquired entity, now called NTT DATA Services on an interim basis, has some obvious benefits. For example, it: More than doubles NTT DATA Inc.’s revenues from $1.7bn to over $4bn Significantly s[...]

  • RPA Operating Model Guidelines, Part 1: Laying the Foundations for Successful RPA

    Oct 28, 2016, by John Willmott

      As well as conducting extensive research into RPA and AI, NelsonHall is also chairing international conferences on the subject. In July, we chaired SSON’s second RPA in Shared Services Summit in Chicago, and we will also be chairing SSON’s third RPA in Shared Services Summit in Braselton, Georgia on 1st to 2nd December. In the build-up to the December event we thought we [...]

  • Seven Step RPO: Clients Identify Culture, Scalability & Predictive Capability as Key

    Oct 28, 2016, by Gary Bragar

      Seven Step RPO recently held its first analyst event, which featured a select group of analysts and recruitment SMEs, two clients, and six members of the Seven Step leadership team. This made for an engaging dialogue around Seven Step RPO’s services, strategy, and best practices, with both clients (CVS Health and engineered product firm TriMas), contributing to the discussions [...]

  • South Africa and CMS BPO Services: The Importance of Conversational Skills

    Oct 25, 2016, by Ivan Kotzev

      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[...]

  • CSS Corp Chennai: Focused on Premium Technical Support & Agent Advancement

    Oct 25, 2016, by Vicki Jenkins

      NelsonHall recently visited CSS Corp’s contact center in Chennai, India to learn more about its operations and its current focus on developing its premium technical support services. The center opened in July 2010, supports 28 clients (primarily in the high tech and telecoms sectors), and has ~2,200 employees providing customer care, technical support, premium technical support[...]

  • Cigniti Launches Migrate 2 Selenium IP, Targeting Large Estates of HPE Test Scripts

    Oct 24, 2016, by Dominique Raviart

      Cigniti, and its subsidiary Gallop, recently launched Migrate 2 Selenium (M2S), a migration tool that reengineers automated test cases (test scripts) from software testing COTS such as HPE UFT, to open source software such as Selenium. The non-digital world uses commercial testing products Migrate 2 Selenium is not just another accelerator. We think the intention behind M2S, in[...]

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