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  • Xerox Services Q2 2015 Results: Focus on eXecution

    Jul 28, 2015, by Rachael Stormonth

    "We are making progress in some areas, but we know we can and should do better in other areas. Our direction is unchanged; we are making several shifts in the way that we execute against it” Ursula Burns. On Friday, Xerox announced results for Q2 2015 (for full details, see here): Xerox Services revenues were $2,569m, down 3.1% y/y (on continuing operations), up 1% in CC Segm[...]

  • Infosys Q1 Results: Promising Start to FY16, But Very Early Days in the 2020 Journey

    Jul 27, 2015, by Rachael Stormonth

    Infosys Q1 FY 16 results: Revenues were $2,256m, up 5.8% year-over-year (y/y) as reported, up 10.9% in constant currency and up 4.5% sequentially Operating income (EBIT) was $541m, a margin of 24.0%, a y/y decrease of 115 bps, and a sequential decrease of 173 bps. See here for the full results "I’m very pleased with our overall performance for the quarter” sai[...]

  • KellyOCG Invests in the ‘Supply Chain’ of Talent Management

    Jul 27, 2015, by Gary Bragar

    The theme of KellyOCG’s recent analyst day was ‘Talent Supply Chain Management’, which they demonstrated using their latest online analytics portal, ‘Talent Supply Chain Analytics’ (TSC Analytics). The portal has the ability to propose the optimal number of suppliers for a job category, based on supply chain modelling that has identified correlations between the nu[...]

  • WIPRO Q1 FY16: Work In PROgress?

    Jul 26, 2015, by Rachael Stormonth

    Key features of Wipro Q1 FY16 results:                                                                                                      [...]

  • Ceridian Focuses on Employee Engagement with TeamRelate & WorkAngel

    Jul 24, 2015, by Gary Bragar

    At Ceridian’s recent annual client conference, CEO David Ossip signaled a shift in company vision, from transforming HR (2013) to ‘making work life better’ (2015). And while transformation is still an important HR theme, Ceridian is now turning its attention to helping clients engage with their employees more effectively. Ceridian’s top three business priorities are empl[...]

  • HGS Picks Up Mphasis' Domestic Indian CMS BPO Business For a Song

    Jul 24, 2015, by NelsonHall Analyst

    A couple of weeks ago, Hinduja Global Services (HGS) announced that it is to acquire Mphasis' Indian domestic BPO division for Rs. 17 crore. For around $2.7m, HGS will pick up seven contact centers in Noida, Raipur, Indore, Mangalore, Pune and two buildings in Bangalore, with a total seat count of 6,400, and ~7,500 employees - and a business that was generating around $22m in annual revenue. T[...]

  • KPMG’s Towers Watson HRSD Acquisition Strengthens Global HR Transformation Capabilities

    Jul 22, 2015, by Gary Bragar

    KPMG recently announced its intention to acquire Towers Watson's Human Resources Service Delivery (HRSD) practice to strengthen its global HR transformation capabilities, including Workday implementations. The acquisition is expected to close by end of Q3 2015. This is a wise move, given the high growth rate of Workday. Although Workday does not break out its financial results between [...]

  • Little Known Groupe Acticall to Acquire CMS Giant Sitel

    Jul 21, 2015, by NelsonHall Analyst

    French CMS vendor Groupe Acticall is to acquire Sitel Worldwide, buying the 86% stake owned by Onex for ~$55m including an earn-out component. Groupe Acticall has financing for the acquisition from Société Générale and BNP Paribas It comes as no surprise that Onex is selling its stake in Sitel. What is perhaps a surprise is the size of the company making the acquisit[...]

  • Genpact Adds Analytics and Automation and Invests in Domain Expertise to Position on “Generating Impact”

    Jul 16, 2015, by John Willmott

    In 2012 Genpact was starting to get behind the curve. Many of its competitors had caught up with the need for process framework methodologies and it was struggling to combine its IT assets with its business process services business. In addition, despite its focus on process excellence, Genpact sometimes lacked depth of domain expertise with the result that its execution was variable across accoun[...]

  • The New Genpact Focuses on Pain Points in Banking Sector, Creating Utilities & Differentiating Services with Systems of Engagement

    Jul 14, 2015, by Andy Efstathiou

    I recently attended Genpact’s industry analyst and advisor conference, at which the vendor described its approach to success in a time of rapid change for enterprise operations delivery. It believes that most enterprises are ‘cemented’ in the wrong place due to challenges with legacy processes underpinned by legacy technology, and that enterprises unable to adapt quickly will die[...]

  • Infosys and Wipro Strengthen Multi-Shore Delivery in Ireland Courtesy of AIB

    Jul 13, 2015, by Rachael Stormonth

    On July 3, Infosys announced it has been awarded a multi-year application development and management (ADM) services contract by Allied Irish Banks (AIB). As a strategic partner to AIB, Infosys will: Provide application development and management, and transformation and innovation services Set up a 200-seat facility in Dublin to house staff who will be transferring from [...]

  • The Future of Blended Learning

    Jun 30, 2015, by NelsonHall Analyst

    Not long ago the concept of blended learning typically meant formal instructor-led training combined with self-paced e-learning. Now it includes both formal and informal methods delivered in a variety of modes. The widespread use of mobile technologies cannot be ignored, and now the trend is for on-demand and just-in-time (JIT) learning. Microlearning is also increasing in importance: while mil[...]

  • HP Discover: HP Separation Steaming Ahead; More Integrated GTM at Hewlett Packard Enterprise

    Jun 24, 2015, by Rachael Stormonth

    HP Separation Steaming Ahead (see our initial comments on the news of the HP break up here:) At the HP Discover event in Las Vegas earlier this month, the last before the break up of goliath HP into two organizations - HP Enterprise (HPE) and HP Inc. (HPI) - CEO Meg Whitman (the future CEO of HPE) took pains to highlight the progress that has been made in preparing for and organizing the sep[...]

  • EXL: Well Positioned for Growth in the New BPS World

    Jun 22, 2015, by Rachael Stormonth

    NelsonHall recently attended an EXL advisor and client event in London. What a difference in 18 months! Back in November 2013, EXL received a notice of termination from its largest client at the time (an event that was unfortunate, but not due to under-performance). The impact of this on 2014 results was significant: a $38m reduction in revenues from this client[...]

  • Atos C&SI Repositions Around Digital

    Jun 22, 2015, by Rachael Stormonth

    Summary: While 2014 was a “transformational year” for Atos MS and Worldline businesses, Atos’ C&SI business has also been reinventing itself. 2014 saw good progress against nearly all of the unit’s three year financial targets Atos C&SI has been making substantial investments to strengthen its capabilities to support clients in their digital transformation a[...]

  • IBM and SAP Partner to Enhance HCM Service Offerings

    Jun 15, 2015, by Gary Bragar

    In early May, IBM and SAP announced a partnership to provide enhanced HR software and services to each other’s clients.  On June 5, IBM Kenexa and SAP SuccessFactors execs held a call to further explain the rationale for the partnership and its expected benefits. This includes integration and access to each other’s HCM software, allowing clients to select the offering that best me[...]

  • SQS Completes Acquisition of Trissential with More to Come

    Jun 15, 2015, by Dominique Raviart

    NelsonHall recently caught up with the management of SQS to discuss its recent acquisitions and its plans in North America. SQS has this month completed the acquisition of Trissential, a U.S.-based firm operating in the Mid-West, with headquarters in Chicago. The company had 2014 revenues of $32.3m, a PBT of $1.6m, and headcount of 130. Why Trissential? Unlike its two previous acquisitions&n[...]

  • Employee Wellness Programs Get a Shot in the Arm

    Jun 08, 2015, by Gary Bragar

    Since my September 2014 blog, Wellness Outsourcing on the Rise, there have been some key developments in employee wellness programs, along with new Equal Employment Opportunity Commission (EEOC) guidance that enables employers to offer incentives to wellness participants of up to 30% of their insurance premium. With employees keenly aware of the annual rise in their out-of-pocket health insuran[...]

  • Convergys’ IC Division Takes Entrepreneurial Approach to Pricing & Analytics

    Jun 03, 2015, by NelsonHall Analyst

    NelsonHall recently visited one of Convergys’ Intelligent Contact (IC) centers in Belfast, Northern Ireland. IC originally started life as LBM in 1996, then was acquired by Stream in 2013, which was itself acquired by Convergys in 2014. IC is a specialist sales division of Convergys, consisting of agents across multiple centers in Belfast and Greater Manchester, performing a mix of outb[...]

  • STARTEK Looks to Reduce Dependence on Telecoms Sector with Accent Acquisition

    May 29, 2015, by Vicki Jenkins

    STARTEK is to acquire Customer Management Services (CMS) BPO provider ACCENT Marketing Services, LLC ("Accent") from MDC Partners Inc. for $16m in cash plus working capital adjustments. Founded in 1993 and headquartered in Jeffersonville, IN, Accent has 2.3k employees and delivers services from six locations in the U.S. and J[...]

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