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NelsonHall Blog

  • 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[...]

  • 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 [...]

  • 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[...]

  • 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[...]

  • 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[...]

  • 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[...]

  • 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[...]

  • 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[...]

  • Wipro: Applying RPA to Insurance Claims & New Business, Looking to Holmes to Support KYC

    Jun 23, 2016, by NelsonHall Analyst

    This is the first in a series of blog articles looking at how business process outsourcing vendors are applying RPA and AI in the insurance sector. First up: Wipro.     Wipro started its automation journey in the late noughties and has since gone on to set up a dedicated RPA practice, and also developed its own AI platform, Wipro Holmes. Currently, Wipro is principally partn[...]

  • NGA HR Illustrates Client Centricity with Boston Scientific

    Jun 17, 2016, by Gary Bragar

    Last week, NGA HR held it fifth annual U.S. analyst event at which it described the key elements of its strategy, including a focus on foundational HR processes, helping clients on their journey to digital HR, and differentiating through flexible global delivery and technology platforms. NGA HR also placed significant emphasis on ‘client centricity’ across every sector it operates in. [...]

  • Evolving a CMS Client Relationship: A Sutherland Case Example

    Jun 16, 2016, by Ivan Kotzev

    Increasing emphasis on improved customer experience is driving customer management services (CMS) outsourcing deals to evolve, with vendors providing domain expertize, analytical insights, transformational capabilities, and access to new channels/technology across the entire contract duration. On the client side, this translates into working with fewer vendors sourcing multiple functions and geogr[...]

  • Mindtree Invests in Testing Automation

    Jun 15, 2016, by Dominique Raviart

    Mindtree recently briefed NelsonHall on its work in testing automation, in particular on its Dynamic Test Engineering Platform (DTEP) IP which the company launched in 2015. With DTEP, Mindtree is centralizing access to several IPs and accelerators and hosting them on the cloud or on premise. DTEP, which automates the testing life cycle, includes several elements: Test support services i.e. d[...]

  • Creating Digital Transformation: Q & A with NelsonHall CEO John Willmott

    Jun 09, 2016, by Paul Connolly

    This week, HGS announced the launch of their DigiCX suite of digital solutions, which integrates web self-service, live support via chat, text, social media, and voice, and optimizes the CX with analytics and automation. When it embarked on this latest phase in its development a year and a half ago, HGS consulted NelsonHall “to help validate our direction, sharpen our solution approach, and [...]

  • Infosys Applying AI to Test Automation

    Jun 03, 2016, by Dominique Raviart

    Infosys has briefed NelsonHall on several automation testing initiatives based on analytics, AI/machine learning and robotics. The software testing services industry continues to impress with its level of investment in IP and automation. Gone are the days when testing service vendors were talking about their testing frameworks and set of standalone accelerators and test case repositories. [...]

  • Alorica Acquires EGS to Become Global Top 3 CMS Vendor: Healthcare Business Key to Growth

    Jun 02, 2016, by Vicki Jenkins

    Andy Lee, Alorica founder and CEO, shared with me last summer that his goal was to become the number one CMS vendor (by revenue) serving N. America. Well, now he is closing in on that goal, with Alorica entering into a stock purchase agreement to acquire Expert Global Solutions (EGS). With EGS, we estimate Alorica’s pro forma 2015 North American revenues are ~$1.8bn, closing the re[...]

  • CGI: Combining Effective Consolidation with Platform-Based Services

    May 31, 2016, by Rachael Stormonth

    In August 2015, we asked ‘Is CGI Ready to Pull the Acquisition Trigger?’It’s been four years CGI’s last big acquisition (Logica), and CGI watchers are still waiting to see what big move CGI will make next. Here I take a look at what’s driving CGI’s growth plans, and what we should expect next. As a consolidator, CGI positions on taking a long-term strategic v[...]

  • Tech Mahindra Explains its Pininfarina Majority Stake Acquisition

    May 31, 2016, by Dominique Raviart

    NelsonHall recently had a discussion with the head of the Integrated Engineering Services (IES) unit of Tech Mahindra regarding its 2016 acquisition of Pininfarina (along with parent company Mahindra & Mahindra). Turin-based Pininfarina is an icon in the world of automotive design, having serviced the likes of Ferrari for 80 years. It is a company of relatively limited size (€87m in 2015 [...]

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