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NelsonHall Blog

  • HRO: 2015 Highlights & the Shape of Things to Come

    Nov 30, 2015, by NelsonHall Analyst

    As the year winds down, it’s a good time to reflect on the significant activities in the HRO market in 2015 and consider the likely shape of things to come in 2016. Overall, HRO contract activity is up ~11% y/y in 2015.  Renewals and contract extensions account for 25% of that activity, vendor changes ~20%, and new deals 55%. Regional and global multi-country contracts continued[...]

  • NGA HR’s New Capital Structure Strengthens Ability to Achieve Growth Plans

    Nov 24, 2015, by Gary Bragar

    Last week, Northgate Information Solutions, the holding company of NGA HR, announced that it has reached agreement with its shareholders and lenders regarding a new capital structure to reduce its debt and enable a faster path to growth. The new structure includes full debt-for-equity swap of the subordinated debt, and full pay down of existing senior debt (using the proceeds from the Northgate Pu[...]

  • HPE: Digitizing F&A BPS to Realize Profit Maximization

    Nov 24, 2015, by John Willmott

    NelsonHall recently attended the Hewlett Packard Enterprise (HPE) “Empowering the Customer to Win in the Digital Age” event hosted by HPE BPS. The theme was strongly around digital and empowering organizations to own the (increasingly digital) interface between customers, suppliers, and employees. In support of this theme HPE is investing heavily in automation, both in its own platform[...]

  • Sutherland Labs: Getting Under the Skin of Customer Behavior

    Nov 18, 2015, by Ivan Kotzev

    Minutes away from London’s Covent Garden, housed in a five-storey converted banana warehouse, is Sutherland Customer Experience Labs. This is an independent creative agency with its own P&L, offering customer experience mapping, idea generation and solution testing to Sutherland Global Services. However, three quarters of its business comes from external clients: delivering design and cu[...]

  • The New CSC Targeting Topline Growth Within 3 Years: Is Organic Growth Possible?

    Nov 17, 2015, by Dominique Raviart

    CSC has just laid out the financial targets of the standalone business which will retain the CSC moniker when the U.S federal company, CRSA, breaks off.  As well as CSC’s global commercial business, it includes non-U.S. public sector businesses (~$700m revenues in FY15). In its FY15 (ending March 31, 2015) this part of CSC achieved revenues of $8.1bn, and an adjusted operating margin[...]

  • Worldline's Equens Acquisition Set to Change the Face of European Payments Market

    Nov 17, 2015, by Andy Efstathiou

    Payments processor Worldline has agreed to acquire Equens for cash and stock in a multi-part transaction expected to close in Q2 2016, with both parties claiming this to be a transformational deal. Here we take a look at the details of the deal and assess the impact it will have on the European payments market. Criteria for success in payments processing The payment processing industry is a [...]

  • Who Needs to Enhance Their BFSI Capability Most - Capita or CSC? Possible Bidding War for Xchanging, and a Third Bidder Enters the Fray...

    Nov 15, 2015, by Rachael Stormonth

    Will CSC invest nearly $1.2bn in M&A in the space of a few months? Or will Capita progress with a bidding war? CSC has sent a letter to the Xchanging board outlining its interest in making a cash offer of 170p per share for Xchanging stock. This would constitute a premium of 6.3% over Capita’s October 14 offer of 160p per share. CSC’s offer is dependent on Xchanging not [...]

  • Sitel Under Groupe Acticall: Synergies, Sector Diversity & Capital Spending Plans

    Nov 05, 2015, by Vicki Jenkins

    Sitel celebrates its 30th anniversary in a year in which it was acquired by French-based Groupe Acticall, whose controlling shareholder Creadev is the entrepreneurial investment arm of the Mulliez family. Sitel had been looking for an investor for more than a year, while the Mulliez family was planning to build a global platform and saw Sitel as an opportunity to fulfill that goal. At its recent a[...]

  • Employer Branding: An Essential Talent Management Strategy

    Nov 05, 2015, by Gary Bragar

    Employer branding has become an integral component of an effective talent strategy. It’s synonymous with a company’s reputation as an employer, portraying the image of what the company is like to work for. The purpose of properly conveying and clearly communicating an employer’s brand is essential to attract, engage, develop, and retain the best talent for your organization. B[...]

  • Self-Service Market Forecasting: Putting Power in the Hands of BPS Decision-Makers

    Nov 03, 2015, by Paul Connolly

    One of the most laborious tasks faced by business planners is gathering relevant market size and forecast data as part of the annual planning cycle. Traditionally this has meant trawling through enormous documents, often referred to as the black books or bibles of the planners’ world. And then, finding that not all of the required market data is available in one place (or even at all), this [...]

  • Risk & Reward: The Rise of the Turkish CMS Market

    Nov 03, 2015, by Ivan Kotzev

    Webhelp recently entered the Turkish CMS outsourcing market with the acquisition of Callpex, a move that is set to bring an additional €20m (~$20m) in annual revenue against its global revenue of ~$648m (2014 NelsonHall estimate). Callpex has 2,000 employees and 40 clients, and will bring with it logos in the BFSI, telecom, travel and automotive sectors, primarily in the domestic market. Thes[...]

  • Capital Markets Firms Look to BPS for Re-platforming, Improving Data Management & Analytics

    Nov 03, 2015, by Andy Efstathiou

    The major capital markets custodian firms recently reported Q3 2015 financials. The custodians provide critical operations support to global capital markets, and their performance provides an early warning measure of the state of the capital markets industry in general. Here we look at the performance indicators for BNY Mellon, State Street, and Northern Trust, reflect on the implications for the [...]

  • European, Multi-Country & Selective Contracts Dominate 2015 Learning BPO Market

    Nov 03, 2015, by NelsonHall Analyst

    The global learning BPO (LBPO) market was worth $2.9bn in 2014 and NelsonHall forecasts it to grow at 6.7% per annum, reaching $4bn by 2019. But what is the current pattern and nature of LBPO deals, and how are things changing? Recent LBPO activity has been largely from Europe, a trend which began to pick up in 2014. Activity is widespread across Europe, including the U.K., Germany, Nordics, De[...]

  • The Rise of Managed Security Services: A $15bn Market by 2019

    Oct 20, 2015, by Mike Smart

    IT security has never been more important, with levels of cybercrime continuing to climb and the adoption of cloud, mobile and IoT technologies increasing organizations’ ‘attack surface area’.  With organizations gathering more data than ever via digitization and big data, and attackers finding ever more sophisticated ways of targeting them, both the depth and breadth of att[...]

  • From Talent Acquisition to Transition: A Quick Look at Career Transition Services

    Oct 20, 2015, by Gary Bragar

    When Recruitment Process Outsourcing (RPO) became more widely adopted a decade or so ago, the primary focus was on the following functions: Sourcing Recruiting Selection & Assessment Administration Onboarding. During the last few years vendors have added additional capability focused on helping clients improve their talent management capability, including: Talent strat[...]

  • Capita’s Offer to Xchanging: How it Makes Sense

    Oct 19, 2015, by Rachael Stormonth

    On October 14, the Xchanging board recommended a final cash offer by Capita of 160p per share. The offer, valuing Xchanging at ~£412m, represents a premium of ~44% to the closing price on October 2, 2015 (the last business day before the start of the offer period), 52% to the prior three-month average price and 64% to the one-month average price.  Capita states it believes the acquis[...]

  • Trans-Pacific Partnership Will Drive Next BPS Wave in U.S. Banking in the Decade Ahead

    Oct 14, 2015, by Andy Efstathiou

    The most important development in U.S. banking BPS in the last five years has just been announced (it may still not pass the U.S. Congress, but this analyst believes that too much pressure will be applied by industry for Congress to block it). The announcement is that the signatories to the Trans-Pacific Partnership (TPP) have reached an agreement on the terms of the trade agreement and will no[...]

  • Analytics & Reporting BPS in Financial Services: Leveraging Complexity for Competitive Advantage

    Oct 14, 2015, by Andy Efstathiou

    NelsonHall has just published a market assessment on Analytics and Reporting (A&R) BPS in banking and capital markets (BFS). This is an emerging BPS market with few significant competitors, and adoption from only a few institutions who are tier 1 banks in mature markets. There are many vendors of point A&R solutions, but no standard or dominant vendor has emerged to manage the process valu[...]

  • Capgemini’s Product Engineering Testing Business Prioritizes Portfolio Expansion and IoT

    Oct 14, 2015, by Dominique Raviart

    Capgemini Group recently briefed on its R&D services/product engineering testing capabilities in its Sogeti High Tech subsidiary. Background Sogeti High Tech (SHT) is a subsidiary of Sogeti (itself a subsidiary of Capgemini). It provides product engineering services (PES)/R&D services. The company has a background in servicing key aeronautic sector clients. The company has expanded i[...]

  • Want to Succeed in Agile? Learn from Rugby!

    Oct 08, 2015, by Rachael Stormonth

    One recurring theme in recent conversations with CIOs has been their increasing interest in DevOps and their recognition of the importance of having the right culture. In fact, three C words: Culture, Collaboration, Communication. The general feeling is that if Agile is difficult, distributed Agile is challenging – and DevOps requires organizational rethinking. But, they agree[...]

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