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NelsonHall Blog

  • Highlights & Trends in the HRO Market in H1 2016

    Aug 03, 2016, by NelsonHall Analyst

      As earnings are released, it’s a good time to reflect on HR outsourcing trends by key service line. Here’s a brief round-up of market activity across payroll, RPO, and learning services in H1 2016. Payroll Payroll activity has been bustling in Europe YTD, with a strong emphasis on ramping up capabilities. SD Worx made two acquisitions to accelerate its growth across[...]

  • 3 Key Ways IT Service Vendors Are Enabling Clients’ Cloud Journeys

    Jul 29, 2016, by David McIntire

    The rise of self-service provisioning and automation of public cloud environments gives companies autonomy in managing their infrastructure and flexibility in meeting fluctuating capacity demands. From the perspective of an IT service provider, however, if clients can provision new cloud environments in a few minutes and then use the same screen to orchestrate and manage that cloud environment[...]

  • Long-Term Excelity Global Client Continues To Expand Payroll Outsourcing in Asia

    Jul 27, 2016, by Gary Bragar

    Though Excelity Global is a new name and brand, Excelity was formerly the Asia Pacific payroll business of Aon Hewitt, which was acquired by Everstone Capital in 2015. I recently interviewed a Fortune 10 multinational conglomerate that has been an Excelity payroll outsourcing client in China since 2004 to understand its expansion plans in Asia Pacific. The company has a history of aggressive gr[...]

  • How RPA is Helping Banks to Enter New Markets & Diversify Offerings

    Jul 22, 2016, by Andy Efstathiou

    The media, and vendor marketing departments, have described RPA as a compelling technology for enterprises, based on its perceived ability to reduce operational cost. However, our review of case studies and BPS vendor offerings reveals a more complex set of drivers at work. Here I take a brief look at examples of the application of RPA in the banking sector. The banking industry has been ch[...]

  • Tech Mahindra’s Application Security Business Expands Offering, Targets Multi-Year Deals

    Jul 22, 2016, by Dominique Raviart

    In an earlier blog, we described how Tech Mahindra had expanded its performance engineering testing to embrace the Internet of Things (IoT), and here we take a look at how the company is handling another area of non-functional testing: software security testing. Tech Mahindra provides security services through its Cyber Security practice, a horizontal line of business. The practice has a headco[...]

  • WNS: Applying RPA in P&C Insurance with Focus on FNOL, Claims & Underwriting

    Jul 21, 2016, by NelsonHall Analyst

    This is the second in a series of blogs looking at how business process outsourcing vendors are applying RPA and AI in the insurance sector.     WNS’ RPA journey is moving quickly, with six pilots underway and five more ready to go. WNS has decided to wait on AI for the time being, in favour of developing its process automation capabilities, which has included the laun[...]

  • Sitel Presents its CX Vision Nine Months After Acquisition by Acticall

    Jul 18, 2016, by Ivan Kotzev

    NelsonHall recently attended Sitel’s European Customer Day in Paris. The event was an opportunity for Sitel to update the analyst community on the progress it is making with company restructuring following its acquisition by French BPO vendor Acticall, and to present to its clients and stakeholders a vision of the future – not just for contact center outsourcing, but for customer e[...]

  • EXL Enhances LA&P Platform Digital Front-End Capabilities with Acquisition of LISS

    Jul 13, 2016, by NelsonHall Analyst

    Last week, EXL announced its acquisition of LISS Systems (LISS), a London-headquartered provider of policy administration software for the life, annuities and pensions insurance sectors. LISS will be integrated with EXL's insurance business unit. EXL has made employment inducement equity awards vesting over four years to nine new non-executive employees (all of LISS’s[...]

  • Genpact Assists Client in Targeting 10x Process Improvement, Applying Design Thinking to Order Management

    Jul 12, 2016, by John Willmott

    Within its Lean Digital approach, Genpact is using digital and design thinking (DT) to assist organizations in identifying and addressing what is possible rather than just aiming to match current best-in-class, a concept now made passé by new market entrants. At a recent event hosted at Genpact’s new center in Palo Alto, one client speaker described Genpact’s approach to [...]

  • Genpact Combining Design Thinking & Digital Technologies to Generate Digital Asset Utilities

    Jul 12, 2016, by Rachael Stormonth

      Genpact recently hosted an advisor/analyst session at its new Innovation Center in Palo Alto. So why is a BPO specialist opening a center in Silicon Valley? Genpact is using the center as a hub for the development (and showcasing) of platform-based digital assets aimed at mimicking the industry disruptors by being based on standardized, simplified operating models and distributed tec[...]

  • Concentrix to Acquire Minacs in Latest Big M&A Deal to Rock the CMS Top 10

    Jul 12, 2016, by Ivan Kotzev

            Yesterday, SYNNEX Corporation, the $13.3bn parent company of Concentrix, announced it is acquiring Minacs for $420m. The acquisition brings approximately $400m of revenue and $0.53 per share non-GAAP earnings. Minacs adds to Concentrix ~ 21k employees, 15k seats and 35 centers in Canada, U.S., India, LATAM, Europe, and the Philippines. The combined Concentrix/M[...]

  • Virtusa Deepens its BFSI Testing Capabilities with Polaris Acquisition

    Jul 08, 2016, by Dominique Raviart

    Earlier this year Virtusa acquired Polaris, now rebranded as VirtusaPolaris. Polaris was a mid-sized (~$300m revenue) ADM pure-play (it had spun off its Intellect software product unit in 2014) specializing in BFSI sectors (95% of revenues, NelsonHall estimate), in particular treasury and capital markets (~52% of revenues in Q4 FY 2016, the period ending March 31, 2016), corporate banking (~19%) a[...]

  • Rio 2016: How Atos is Helping the IOC Redeploy its Budget from Run to Digital

    Jul 08, 2016, by Dominique Raviart

    Four years ago, at the time of the London 2012 Olympics and Paralympic Games, NelsonHall reported on the work Atos does for the International Olympic Committee (IOC) though its Major Events unit. See our previous commentary here. This week we visited its center in Barcelona to get an update on the work it is doing for the Rio Games starting next month, The Olympic Games remain a fantastic o[...]

  • Scalability & Quality of Hire: Clients Identify Areas Where RPO Vendors Need to Improve

    Jul 08, 2016, by Gary Bragar

    NelsonHall recently published its 2016 Recruitment Process Outsourcing (RPO) market analysis and NEAT vendor assessment, as part of which we interviewed the clients of 19 RPO vendors to ascertain satisfaction levels across a range of RPO service criteria. And while we found that RPO is largely meeting or exceeding client expectations, there are a few areas that fall short of expectations and shoul[...]

  • Platform-Based BPS: Driving Process Efficiency & New Business Model Adoption in Retail Banks

    Jul 07, 2016, by Andy Efstathiou

      Here I take a look at how platform-based business process services (BPS) is yielding benefits for retail banks – specifically, delivering manual processes with greater efficiency, increasing automation, and delivering transaction products at scale. Delivering manual processes with greater efficiency Retail banking (RB) BPS is a large-scale, mature business with high adop[...]

  • Smart City IoT Outsourcing Market to Top $2bn by 2020

    Jun 30, 2016, by Mike Smart

      Smart Cities is one of the fastest growing segments within the burgeoning internet of things (IoT) outsourcing market. Currently worth just ~$140m, NelsonHall forecasts the global market for Smart Cities IoT outsourcing to grow by 75% CAGR over the next five years, taking it to ~$2.15bn by 2020. IoT is being applied in commercial buildings and homes, and in urban infrastructures s[...]

  • Diversity & Inclusion: PeopleScout Focuses on Improving the Hiring Process

    Jun 28, 2016, by Gary Bragar

      RPO provider PeopleScout recently held a client forum to discuss key recruitment themes, one of which was a discussion around Diversity and Inclusion (D&I) led by Dr. Arin Reeves. This focused on the importance of D&I, including the tendency for diverse groups to outperform non-diverse groups in solving problems, and how D&I can support the hiring process. Tips on how [...]

  • IBM Cloud Computing: Hybrid, IoT, Cognitive ... and Video

    Jun 27, 2016, by Dominique Raviart

    NelsonHall recently attended a cloud computing event hosted by IBM, its first such event in Europe since it introduced a new segment structure at its investor briefing in February. With this new structure in place, plus the recent addition of revenue disclosures for cloud from each segment, we were interested in the extent to which IBM is combining its relevant cloud capab[...]

  • Now That Brexit Is Reality, How Will It Impact Talent Acquisition in the U.K.?

    Jun 24, 2016, by Gary Bragar

    Yesterday, the people of the U.K. did what many thought unlikely, and voted the nation out of the European Union (EU). And while the wider political ramifications surrounding ‘Brexit’ start to unravel, what might be the impact on talent acquisition and the related outsourcing industry?  It’s still unclear what kind of agreement Britain and the EU will negotiate post-B[...]

  • Driving Sales with CMS Analytics at Firstsource Mumbai

    Jun 24, 2016, by Ivan Kotzev

    The traditional inbound phone sales process is giving way to a multichannel environment, where the customer is in control – usually visiting the company website first and expecting to connect with a sales rep immediately, more commonly over webchat, and then deciding on a purchase. The challenges for customer service teams are two-fold: Training agents to sell via chat, with all the re[...]

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