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NelsonHall Blog

  • Consulting & Ongoing AMS Support: The Focus for Cloud-Based HR Services

    Feb 11, 2016, by NelsonHall Analyst

    The cloud-based HR services offering contains many of the same services that traditional HR BPO/multi-process HRO (MPHRO) suppliers have provided, plus a few new components. Services can be divided into the three broad categories of pre-deployment, deployment, and post-deployment services: Pre-deployment services include HR cloud consulting, focusing largely on HR SaaS technology selection a[...]

  • Fidelity’s Private Health Exchange Offers Holistic Benefits Admin Experience for SMEs

    Feb 05, 2016, by NelsonHall Analyst

    For the last year, Fidelity has quietly been operating Fidelity Health Marketplace, a private benefits exchange, for a small number of SMEs in Massachusetts and New York. Fidelity Health Marketplace is a natural progression for Fidelity, which has been providing H&W services to large market organizations since 1995. Fidelity Health Marketplace is a one-stop shop that assists companies with [...]

  • RPO M&A Activity Makes a Flying Start in January 2016

    Feb 04, 2016, by Gary Bragar

    As discussed in a recent blog, acquisitions in Recruitment Process Outsourcing (RPO) have become increasingly aggressive year-on-year, and the pace of M&A activity shows no sign of diminishing, with three deals already done in January 2016: TrueBlue’s acquisition of Aon Hewitt’s RPO business The completion of the merger between Pontoon and its sister company, hyphen Orion[...]

  • Aon Hewitt Tightens Strategic Focus, Expands Workday Cloud Capabilities

    Jan 26, 2016, by NelsonHall Analyst

    For years, Aon Hewitt has been focused on strengthening its HR outsourcing capabilities around its principal offerings of benefits administration, HR BPO/multi-process HR outsourcing (MPHRO), and RPO services. However, over the last year, Aon Hewitt has sold several businesses as part of a larger restructuring plan: Payroll in Asia Pacific was acquired by Everstone Capital and is now operati[...]

  • RPA: What BPS Can Learn from Software Testing and DevOps

    Jan 25, 2016, by Dominique Raviart

    For professionals involved in BPS activities, it might be a surprise that software testing (ST) shares a lot of similarities with BPS. Like many forms of BPS, ST is labor intensive – the largest software testing vendors now have up to 30k career testers and 20k has become the new norm. Like BPS, ST has adopted process improvement in a big way. And like BPS, ST is looking at process auto[...]

  • NelsonHall Predicts 2% Growth in IT Services Spending in 2016

    Jan 25, 2016, by Dominique Raviart

    NelsonHall is predicting 2% growth (in local currency) in IT services spending in 2016. This mild growth will be driven by project services (up 3%) while IT outsourcing will be up 1% and maintenance down 1%. Digital transformation services (see note & below) will drive growth (up 18%) along with software testing (still growing in low double-digit figures). 2016 Enterprise Spending in O[...]

  • Excelity Global Exemplifies HRO M&A Activity in Asia Pacific

    Jan 21, 2016, by Gary Bragar

    HRO has been one of the most active markets for acquisitions in recent years and 2015 was no exception, with ~30 acquisitions across all HRO service lines (up from 25 in 2014). M&A activity in benefits administration has remained high, while RPO acquisitions have become increasingly aggressive year-on-year. However, payroll M&As have also been ticking along nicely. One notable event was Ev[...]

  • Capital Scarcity, Operating Leverage & BPaaS Drive Emerging Partnership Strategies in Financial Services BPS

    Jan 21, 2016, by Andy Efstathiou

    There has been a recent spate of acquisitions and partnerships among Financial Services BPS vendors which reveals interesting trends. These include the following deals from 2015: HCL and CSC: Two JVs were formed, whereby HCL will operate and expand the existing Core Banking business of CSC. The first JV will focus on account management and delivery governance while the second [...]

  • Digital & Video Chat Growth on the Horizon for CMS in High Tech

    Jan 14, 2016, by Vicki Jenkins

    NelsonHall’s latest Customer Management Services market analysis report, ‘Targeting CMS in High Tech’, identifies the need for increased customer service quality as the number one market driver. This is followed closely by cost reduction in second place, with increased revenue generation (through subscription sales, renewals, and paid-for technical support) third. The report a[...]

  • Wipro’s Marvel CX: Marrying Automation & Analytics to Improve Customer Experience

    Jan 11, 2016, by Ivan Kotzev

    The biggest advantage of automation in CMS has been the ability to simplify, optimize and remove redundant workflow steps in the contact centers’ internal processes with the goal of improving the customer experience, and an end-game for vendors of increasing the number of value-add projects with their clients. Wipro’s Marvel CX is aiming to do exactly that. Marvel CX’s compone[...]

  • Process Automation, Analytics & Consumer-Centricity: the Keys to Healthcare Payer BPS

    Jan 07, 2016, by NelsonHall Analyst

    The U.S. healthcare payer BPS market is relatively mature, but is also shifting towards changes driven primarily by the Affordable Care Act (ACA), the growing Medicaid and Medicare population, and advancements in technology offerings. Activity is primarily driven by the need for claims administration support with the use of automation services, member engagement services, and improved clinical ana[...]

  • To Close Talent Gap, Companies Need Greater Emphasis on Employee Engagement

    Jan 05, 2016, by Gary Bragar

    Candidate and employee engagement is often referred to as a key priority for HR leaders, and while there’s a lot of activity going on to address this, the indications are that more needs to be done. In its latest white paper, Workforce Horizons, Capita reflects on the issues and challenges HR and resourcing leaders must overcome as they attempt to impact the bottom line, and high on the l[...]

  • The Other Side of Software Quality: CISQ Issues Standards on Structural Software Quality

    Jan 05, 2016, by Dominique Raviart

    CISQ and Structural Quality The Consortium for IT Software Quality (CISQ) recently made an announcement related to software quality. CISQ is a relatively young organization, founded in 2009 by Carnegie Mellon’s Software Engineering Institute (the organization that initiated the CMM process standards) and a slightly lesser-known organization, Object Management Group (OMG), an IT standard t[...]

  • M&A Activity in 2015 (Part 2): Few Vendors Acquire in Digital; IaaS Industry Consolidation Begins

    Jan 04, 2016, by Dominique Raviart

    This is the second of three articles examining M&A activity in IT services during 2015. Last time we looked at how M&A activity was being driven by $10bn to $15bn vendors. This time we take a look at M&A around newer service offerings and digital transformation. The firms that are acquiring capabilities in digital services are vendors in good financial health that have mostly alre[...]

  • Wipro Appoints New CEO: What Does He Face, and What Might We Expect?

    Jan 04, 2016, by Rachael Stormonth

    The first working day in 2016 started with the announcement of the appointment of Abid Neemuchwala as CEO of Wipro, with TK Kurien’s elevation to Executive Vice Chairman, still reporting directly to Azim Premji. Today’s announcement was not a huge surprise; Neemuchwala’s arrival from TCS in March 2015 as COO was perhaps more unexpected in that he was an external appointment, a[...]

  • Tech Mahindra's Transformation after Satyam: Telecoms Continues to be Main Area of Strength

    Jan 04, 2016, by Dominique Raviart

    It is three years since Tech Mahindra finalized its merger with Satyam, a challenging journey of 18 months, to diversify its client base from BT (29% of revenues in Q3 FY 2013), the telecom services overall and from Europe (its then largest vertical by far, representing 46% of revenues). At the Tech Mahindra indicated several ambitious targets for CY 2015: Reaching $5bn in annual revenues by[...]

  • M&A Activity in 2015 (Part 1): $10bn to $15bn IT Services Vendors Drive Activity

    Jan 04, 2016, by Dominique Raviart

    Reflecting slightly improved macro-economic conditions, 2015 was an active year for M&A activity in the IT services industry. The largest acquisition - for some years - was that of IGATE by Capgemini. And there was a large number of small to mid-sized transactions. When analyzing this active M&A activity, several findings are striking: In spite of all the intensive discu[...]

  • Going Digital & The Shape of Customer Service in 2020

    Dec 22, 2015, by Vicki Jenkins

    I recently presented at the CCA’s annual Convention in Glasgow, Scotland. One of the key themes was ‘The Digital Game’, with sessions examining how organizations are responding to demand for digital customer services as part of the ongoing transition from call to contact centers. The future of customer engagement was illustrated using examples of newer channel usage, including vi[...]

  • Innovation Key to RPO Client Satisfaction & Vendor Differentiation

    Dec 21, 2015, by Gary Bragar

    In NelsonHall’s 2015 RPO Market Analysis report, innovation was identified as a key vendor selection criterion. RPO clients are increasingly seeking vendors who will continually introduce new ideas and recommend new services, with continuous process improvement. However, in our parallel RPO NEAT vendor evaluation study, when we interviewed clients of 15 leading RPO vendors, ‘innovat[...]

  • Minacs’ CRM Ecosystem: Getting Closer to the Customer with ALT CRM

    Dec 18, 2015, by Ivan Kotzev

    Since the first customer and marketing databases in the 80s, to the fully-fledged CRM platforms of the 90s, to the cloud-based CRMs of the 00s and the Social CRM of the 2010s, CRM platforms have had the same goal and challenge – to successfully match customers with companies. With the proliferation of more channels, and changing customer expectations for effortless and real-time interaction,[...]

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